Kissmetrics helps in understanding our funnel, who’s using what, and seeing which features and workflows are most popular. It gives us what we need, but I don’t think we’re using it at full capacity. We’re mostly using it to track our funnel, for example, for seeing who signed up in a given period, and how many of those people became customers.
We use Google Analytics to track visitor activity on our site.
Running a web business can be impersonal as you don’t see your customers face to face. What’s important to the success of your business is understanding your customers and getting in touch with them (and letting them get in touch with you easily) at the right time. That’s what makes Intercom such a useful tool.
We use Postmark for sending transactional mail from our app (e.g., when you invite a new team member, etc.). It’s easier than running our own mail servers and digging into mail logs when something doesn’t go right. We like it, but it is pricier than Amazon Web Services and other competitors.
We use Intercom for a bunch of things--help desk, customer messaging, drip marketing and email marketing. We have been an Intercom since late 2012, even when we were in beta. What I like about it is that I can see who’s using the tool, I can message them, and I can set up automated, in-app emails or messages based on specific triggers. We wanted to use the same help desk platform for our email because it enables us to see historical conversations with people, what plan they’re on, their user information, etc. Had we used another help desk tool, there would be somewhat of a disconnect.
Slack integrates well with other tools, and its interface is better and smoother than HipChat. The neat thing about Slack is that, whenever my developer pushes something out to the code repository, or when one of our publishers pushes a blog post, we get alerts on Slack. The integrations are really useful. Slack is great when you want to interrupt someone, but when you get interrupted, it’s annoying. You have to keep it open all day, so I normally switch it off when I’m trying to focus. If I’m doing something casual and can be interrupted, I turn it back on. I don’t agree with people who say Slack can replace email. I like email because I can check it on my own time, and the conversation is neat and all in one place. Slack makes this information a mess, even if you use the separate channels. It’s good if you need something urgent, but if it’s something that can wait, I use email because i don’t want to interrupt them.
Our in-house accountant uses Tally, though I never interact with it directly. Every Indian company uses this tool. It’s an desktop service that accountants are used to using. It’s been around for a long time, and accountants just prefer to do everything in there.