We are using Kissmetrics, but we are thinking of moving away from it. We have found the segmentation tools a little difficult since the query logic (if, and, or etc.) can be limited. We are considering moving to Segment.io with a backing database and just writing out our own queries. On the one hand, it is a backwards step since it requires engineers to write queries for the business team; on the other hand, there is a lot more flexibility and we are not fighting the constraints.
We use Baremetrics on top of Stripe. They are very new, so they have their fair share of issues and bugs, but fundamentally it is very useful for SaaS, and I’d certainly recommend SaaS founders using Stripe as their payments platform to give it a look.
We do not have an official company-wide CRM. Intercom generally serves as our “Source Of Truth” for our customer data.
Our sales people use Pipedrive--they like it. It would be better if it was integrated a little more tightly with the rest of our toolings--it is very sales driven, so less suited for long-term customer management. It is very quick and lightweight and suits the sales team well.
Product Hunt has also been very kind to us over the years. We are making little tools that people may like, like our Ad-spend- calculator.qwilr.com. We got a lot of inbound traffic and love from Product Hunt--of course it is a total gamble in many respects, but great for a little boost.
Stripe is great--it has made processing credit cards payments very easy. Our major issue with Stripe, which is more an issue with the banks and how they integrate with Stripe, is that we have to deal with a lot of failed payments due to false-positive anti-fraud measures. It can be quite frustrating--but it is getting better over time.
Intercom is also our customer service nerve center--we use it for live chat and email support. They are a stellar company with a stellar product and deserve all their success. The features and their implementation come from a place of deep experience with building online business and consultation with those doing it.
We use Intercom for email drip campaigns. With it, we sent out the emails that are event or profile specific. With Intercom we can target user segments based on behaviors, profiles or events in the app. We love it and are major advocates and fans. We were using a series of tools before to handle in-app messaging, user segmentation and drip campaigns and we replaced them all with Intercom. I was initially hesitant to adopt it because of the breadth of its scope, but they really deliver in spades. Their customer support is very good.
We use MailChimp for our mass mailouts like newsletters. For the purpose, MailChimp is certainly our favorite pick. It is very easy for non-technical users to setup (i.e. our business and marketing unit) and its analytics are well designed and implemented.
Drive is where our company’s documents and collateral lives. When we need to work up a piece of text, such as emails or copy, we will generally collaborate on a Google Doc.
For design feedback, we use InVision. It is great for starting discussion threads and feedback sessions.
Xero has done a fantastic job of making accounting tasks manageable and understandable for users that are not accountants. Everything is very straightforward and the documentation is well written. We also have an external accountant.
We love Slack. The one time it went down, everyone was paralyzed. It has become absolutely essential to us. Only complaint is that there is no video chat feature yet – when / if such a feature were released, we could centralize all our internal communication onto the platform.
IA writer offers a nice distraction free aesthetic experience for writing. It is a tool worth checking out.
We use Quickcast to share working progress with the team; with it, you can make 3 min. videos. You can select the area of the screen that you want to show. I probably use it on a daily basis.
Trello is a tool everyone should try. The pro is that it is very easy to use, but the con is that it actually requires discipline to use effectively. You have to keep on top of it and it is easy to slip off.
We use BuzzSumo to get a feel for what is getting traction in our problem space. The data provided still requires a fair amount of qualitative judgement however, since BuzzSumo just provides raw numbers (i.e. massive but useless sharing botnets) and has no “quality” type scoring system.