Heap is really valuable for being able to track a conversion funnel after the fact, whereas with Google Analytics, sometimes you need to set things up in advance. We don’t look at these conversion funnels every day, but when we need to, they’re hugely valuable.
Sometimes we look at Google Analytics for real-time events after we launch something new and want to see if it’s picking up steam at the beginning. It’s also just a good way of getting the basics, for example which pages are getting the most traffic over a long time period.
Of all of these BI tools, we’re probably looking at FullStory most frequently. It’s so insightful—I use it almost daily for 5-10 minutes a day. We love the ability to see individual actions of users (what might be going wrong on a certain page, why conversions might be low on a certain page), and also their search has really come a long way. For instance, you can filter by “rage clicks” which detect when someone quickly clicks a button many times in a row, which can help identify bugs or frustrating parts of flows.
We have subscription forms on our site and our blog, and that gets captured in HubSpot. A lot of our CRM-like behavior is dealt with more in the support/help desk realm, in which case we’re using Groove and Intercom.
We use Intercom for live chat, but we turn it off when we’re not available, and have people email us instead through Groove. One drawback of Intercom is that it’s a little tedious to use their settings. For instance, they don’t make it easy to turn off the messenger, so we do that ourselves through our own API. Essentially when at least one of us is “online” (according to our own Flags API), then we enable the Intercom embed ourselves. But we do like it a lot for live chat. It also has solid integrations with Slack and is solidly built.
We use Groove for support emails. We’re considering bringing everything into Intercom, but Groove has been great so far—it’s essentially a Gmail-like shared inbox with labels on the side for open/closed/pending tickets. It also allowed us to easily build our own integration into it, so alongside support threads we see information about their Eager account, and any recent sessions in FullStory. This makes it so much easier to answer support tickets because you automatically have all of that context right there. Honestly it’s such a comprehensive overview of a customer that it makes responding to support tickets a real pleasure.
HubSpot is the Swiss Army knife of marketing, so it’s great to have all of the tools available when you need them. For a small startup though, this can be overwhelming, so we use more pointed solutions when they’re a better fit.
For shooting off a short email to just one person, Intercom is much easier than HubSpot, so we use them for that. Intercom is great for personal communications with individuals and smaller groups, and for setting up simple automation faster than you could with HubSpot.
We use Slack when trying to get quick feedback on documents ready to ship. Again, being able to “favorite” them is awesome. Slack keeps file favorites separate from message favorites, which makes it easy to find what you’re looking for.
We mainly use Google Drive for collaborating on spreadsheets and for housing design, marketing and image-based documents.
We of course use GitHub for product-related documents. For example, we often write drafts of proposals in Markdown and just add them to the relevant repo. (If there isn’t one, we make a new one. We have a lot of GitHub repos.)
We’re casually using AngelList. They have a very sophisticated recruiting platform where they match you with interested candidates. It’s free, and there are a lot of candidates. We haven’t hired anyone through it yet, but it definitely seems like a great entrance into inbound recruiting. The UI is nice, and it’s absolutely free. We will probably continue using it.
We really like Mention. It lets us know about all sorts of Eager-related social things going on so we can respond or share them ourselves. I love the daily emails containing the most notable mentions from the previous day. They’re really a joy to see in the morning. We’ve also used Buffer in the past to queue up a bunch of tweets, but we also tend to forget about it a lot.
We like their simple setup, and they’re right for our size of business in terms of feature set and price—we were only two people when we started using it, and it is very affordable.
In Slack, you can “star” messages, which makes them super-easy to refer back to. Sometimes someone will propose a plan for the next month as a simple Slack message, and if everyone’s on board, that Slack chat is the record of the decision.
We use GitHub Issues and Milestones for project management when it fits more into the flow of our code-- for example when we have a big feature we want to release.