We found as we were evaluating different tools, tools like Mixpanel and Kissmetrics were reporting differently. So we were looking for (1) making sure Segment enabled us to say “here’s the actual number of conversion that should be going into those platforms” and “are they reading the same or is there a delta there?” for data accuracy across multiple analytics platforms. And (2) from a time-saving perspective, not needing to integrate across various platforms to show Facebook conversion tracking, Google Analytics conversion tracking, etc.
There's a lot of value in Google Analytics when you’re looking at data from a high level. We’ve tried Kissmetrics and Mixpanel but weren’t thrilled with them. The accuracy of the data when it came to event tracking wasn’t very good. Mixpanel was real time, but Kissmetrics had a pretty significant delay with data reporting and live transactions, so we moved back to just using Google Analytics.
Tableau is for our business intelligence. We can’t use their cloud based service because it isn’t HIPAA compliant, so we’re using the desktop version, which is not ideal. The desktop version makes it harder to collaborate and onboard because everyone has to install it into their computer.
Stripe has fantastic documentation, and an easy to use API. The only drawback is the integration with our accounting software and transparency with merchant processing fees. They take the fees out when they transfer funds instead of doing them separately. So you have to add up all the transactions, and then what Stripe pays you by finding the delta between the two. I would love to see some separation for more transparency.
Talkdesk helps with customer success related to voice calls. It’s a solid platform. It delivers a lot of experience and workflow integration. Their customer success monitoring and reporting is good. But there are reporting improvements that can be made. We don’t have any intelligence related to response time per agent for when we have missed calls or voicemails.
Help Scout was helpful for HIPAA compliant ticketing system. The other was Salesforce, but Salesforce was too enterprise for us. Zendesk at the time wasn’t HIPAA compliant, but they are now. Operational and logistical things are done through Help Scout. Anything related to patient data is done through our platform.
Customer service is integrated with our platform. Patients will upload a picture to our platform, which has messaging and picture sharing. There is customer data that we need to make sure is secure.
We did marketing campaigns with MailChimp, but found that when we got into transactional emails, like integrating notification emails, SendGrid was better. When we first started using SendGrid, they were better for transactional but were weaker than MailChimp for marketing emails. But they’ve made a lot of product improvements for email marketing campaigns in addition to their strong transactional emails.
It’s pretty solid for what we use it for. I would say it’s an overall positive tool. The only drawback is the lack of integration with our accounting software. We pay contractors through Zenefits but when it gets into our accounting software, we don't know which contractors got paid so we have to check both to be able to input that data.
AngelList has been quite successful; everyone we’ve hired is from AngelList or from a referral. AngelList is super solid. Now when it comes to recruiting, they have a “project management” recruiting tool where it has applicants in the dashboard and you can put notes or migrate them throughout the process. It's a solid platform.
Trello is a pretty great platform for organization and collaborating with teammates. The only drawback we have is that when we use it for product development, there’s no way to put “points” for the amount of time a task will take. If you look at Pivotal Tracker, you can add points to various tasks for how long they’ll take.