We don’t do hardware, so anything that is hosted on-premise is outside of our wheelhouse. However, We've configured and used dozens of cloud applications across every use case you can imagine.
Pros: Mobile-first, incredible customer service, dead simple to use and administer vs horrendously clunky competitors. Architecturally, my favorite Salesforce integration of any app.
Cons: Newer company with fewer call center-esque features than the expensive incumbents.
Pros: The gold standard, most agent-friendly UI for email-based support. Integrates cleanly with Salesforce. Powerful triggers and automation available.
Cons: Weaker for website-chat based support. Time intensive to implement and integrate.
Pros: Everything you would want or expect in task management. Also, it is cloud-based, has mobile apps, keyboard shortcuts, now offers Kanban and Gantt views if that's your thing. Highly integrateable.
Cons: Not a good place for highly structured customer data. Keep that in your CRM and link to it from Asana.
Pros: Intuitive interface, powerful automation featureset, good support.
Cons: Expensive compared to the lightweight players. CRM is lacking.
Pros: The most powerful, extensible CRM on the Market. Cloud based, deep API, and one of the most integrateable software options out there. Also sports a massive app-store for add-ons, and a highly engaged community that help each other troubleshoot via message boards. The answer to any problem is usually a quick Google search away.
Cons: Pricing tactics are tricky. Service is slow, clunky, and unhelpful. Difficult and expensive to maintain
Integrations & Automation
Pros: Easy to use. Low cost. Incredibly powerful. Delightful and shockingly good support. Virtually limitless integration possibilities. Turns business people into mini-integration-developers. I absolutely LOVE this service.
Cons: Easy to get carried away and build things you don’t need. Don’t overdo it!
GSuite (Google Apps)
Pros: Bar none, the best web email client in existence. Incredibly deep featureset. Cloud synced. One of the most collaborative options out there. Serves as identity for many other services, making provisioning and terminating across other services much easier.
Cons: Google Sheets doesn't feel as powerful as Excel.
Pros: Reduces email. Boosts employee interactions, particularly across teams. People love using it. Speeds up knowledge transfer. Awesomely configurable.
Cons: Users tend to let it distract them heavily. Not always the right tool for the job. Encourages a culture of interruptions, multi-tasking, and low-fi communication. With discipline, these cons can be mitigated. I’ve blogged about it.
Pros: Best/Cleanest UI among data tools. Easy integration. Tons of useful things like chrome extensions, widgets, etc.
Cons: Incredibly expensive. Long term lock in Contracts. Kinda an all or nothing service for Sales teams with a budget for data that exceeds 5 figures per year.
Pros: Takes you out of LinkedIn’s terrible CRM attempt, and adds your Sales Navigator lists into Salesforce. Automatically guesses at email addresses and just provides them if it knows the right one. Even gives you direct dial phone numbers. Cheap in the pantheon of sales data providers.
Cons: Still, not inexpensive. A bit of a manual process.
Pros: Handles most standard objects (Leads, Accounts, Contacts) and even cross-object deduping. Also allows you to schedule automatic dedupes nightly and even create complex merge logic, which you’ll almost universally need.
Cons: Terrible UI. Also, a leap of faith that you’ll get your money’s worth, since you’ll often be unable to envision a world where your CRM isn’t littered with dupes.
Pros: Easy to set up, will quickly become a killer app among your stack of sales tools. A new partnership with Clearbit shows you the companies browsing your homepage (uses reverse IP lookup). More targeted towards inbound marketing, compared with Intercom which is more focused on support.
Cons: Expensive and busy from a feature perspective.