The customer acquisition team uses BIME for engagement analysis on customer usage. Initially, we signed up under the premise that we could easily connect it to MongoDB (where we hold our data), but it ended up being a somewhat challenging process. We wish it had been simpler to integrate, especially because we used a lot of engineering resources to set everything up. With all that being said, we are happy users now that all of the setup has been completed.
Librato is a really cost-effective way to display and visualize all of the data collected on AWS. We push a lot of information between AWS and Librato, and it was easy to build a quick dashboard in Librato. One of the value propositions is that it’s not a traditional dashboard type tool.
I’m pretty happy with Google Analytics. There are tons of things you can do in it, and they don’t charge us!
We started out using HipChat initially, and then we switched to Slack. Slack’s a wonderful tool, but their search function is absolutely horrible! The search criteria is bad, even the location of the search box is bad. We love the tool, and we’re paying for it; it’s a nifty communication tool overall. But beware that anything that happened more than a week ago is totally lost! You can’t search for anything in Slack. We’ve been trained on Google for so long, our expectations for search are so high, and Slack does not even come close to meeting our expectations.
We’ve created a purpose-built proprietary system that exists on top of our custom-built email protocol. With our product, it’s very easy to schedule meetings with Amy, but you might also have a question for Amy, and she’s able to understand it. You can schedule meetings with her, but you can also reply with something like, “Amy, if I want to sign 17 people up (my whole team), what would that cost?”, and we have that routed automatically to another environment; she knows not to set up a calendar invite.
Our product exists on email, so we’re extremely particular about what our emails look like. Because of this, we designed our own email infrastructure for all communications coming directly from Amy (or Andrew).
We use MailChimp a little bit as well; it’s cost-effective for the acquisition team. And they have reasonably good segmentation. But if we had designed it ourselves, we would’ve wanted more freedom.
We do it all internally with an outsourced CPA. Our CPA runs accounting, payroll, and the financial end of the equation. I know they are using QuickBooks, so by extension, that’s what we’re using.
We use Trello extensively. We use it for everything from traditional project management, to OKR planning, to ASI-specific initiatives, to onboarding new employees (e.g. new employees each get a board with tasks to complete during their first weeks).