The recently published guide offers loads of insights on how to get the most out of support tools and how to combine them for maximum effect.
Or how @Chris Jewitt put it:
"You should try to keep things as simple as possible and not have your #customersupport team logging into 15 different platforms every day and feeling #overwhelmed."
He and various other #custserv practitioners contributed to this guide, and it definitely carries some community voice.
Here's the link to the guide: "The Ultimate Modern Support Tech Stack"