Looking at the different tools we are using inside the company.

For projectmanagement, we first had an internal tool, which unfortunately wasn’t adopted. Reasons were that the tool just wasn’t very well developed, gave no transparancy and was too difficult to use. So we now adopted BASECAMP for project management. And the effectiveness of it is huge already after a first couple of days. Everything is open and transparant, and the bottlenecks are now clear and the timing is communicated by deadline and progress, with always the person in charge. Pretty amazed by the user friendliness. Even doubting to start using their HighRise contact and lead management tool too.

For customer support, we currently use OS ticket (opensource and free)- but also there we see a lack of transparancy (it’s non web-based)- which leads towards limited effectivesness. Our company is built around ‘Fan’ involved and dialogue. But our customer support and systems to get feedback are not up to it now. I’m personally doubting between zendesk, tender and assistly – with a preference for the latter. Anyone experience with any of these 3 or other recommendations ?

For experience analytics, ClickTale has a great solution. We measure stats based on google analytics, but the heatmap, conversion ratio and click analysis is not sufficient for what we currently need. Anyone used this one?

thx
bart