Everything we use for BI/Analytics integrates into Segment.
Mixpanel is really good for funnel analysis.
Google Analytics has been great for oversight on page views and other general analytics. One great thing is that everyone uses Google Analytics, so, if you ever have a problem, you can find the answer on the internet.
Most of our inbound customer services are sent to [email protected], which is manned by our staff. We use our own custom solution because it’s important for our brand to have a human that responds to our customers, and responds quickly. Our custom tool integrates into Slack and puts notifications into a Slack channel when we have customer service requests.
We use New Relic for performance analytics. It gives us metrics on how certain servers are performing and we can use that to identify issues with latency. New Relic hooks into our infrastructure and tells us how our code is performing, and when our users are having issues. When we have bugs, it emails us, and sends a message on Slack. New Relic comes free for anyone using Heroku, which is a huge plus.
Our website and all of our tech is hosted on Heroku. Heroku extracts Amazon Web Services in a very easy to use, very awesome, way. I highly recommend it for any smaller company that doesn't want to hire its own IT team.