🏆 23 points
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A platform that helps send your customer data to the tools where it can be used most effectively. You can collect data from everywhere (mobile, web, server, cloud apps) and load it into Segment. Then, through Segment, you can send your data to hundreds of tools for marketing, analytics and so on.
I've integrated Segment into multiple projects in different languages and environments. It is incredibly easy to use both their snippets and libraries; the documentation for their platforms has also improved significantly over the last two years. The customer support has also been incredibly responsive, even with very technical/implementation specific queries. I appreciate that we can get all the raw events in our own Redshift cluster, letting us perform powerful internal analysis separate from their data analytics integrations.
I would like to see more support for tracking non-user entities (e.g. an action taken by an organization, which would also have organizational identify calls), but overall, I'm happy with Segment as our data collection layer.
Mixpanel is an app marketing tool that tracks user interactions with web and mobile applications and provides tools for targeted communication.
The api libraries are fantastic, very easy to implement and get up and running, and it has great docs. Funnels are a great way to view conversion rates through steppers or pages. Quite easy for non-technical members of the team to use and start creating their own charts. Easy to navigate and excellent ux. Collects a lot of user data by default and ip and location is very useful.
Lack of flexibility in terms of bringing in other datasources which has forced us to move towards a total data warehouse solution. Ad blocker removes ~5 % of client side events which means you have to be clever comparing server side to client side. Could be more accurate collecting initial referrer, and there could be better ways to explore your user base. You will also need some engineering experience or a developer to help you implement.
Kustomer is simply a better CRM and customer service tool than the other things I've used in the past.
A lot of people I knew were switching from Zendesk to Kustomer, and I didn't really undertand why. They all seem pretty similar, but the big turning point for me was when my CMO started asking about a timeline of all of our touch points for a customer. Zendesk was pretty bad at that, but Kustomer plays a huge emphasis on this timeline.
If you've ever used Shopify, you can see something similar in the Order info, but Kustomer shows you everything, which means I get more info when dealing with a customer and I also spend way less time jumping between tabs. They also have a much easier automation and triggering interface than Zendesk which I like.
The time cost of switching over is definitely annoying, but Kustomer has a lot of clients who switch over from other platforms so they're fairly good at integrating. Pricing isn't cheap but comporable to other customer success platforms out there.
Fullstory is user experience tool that lets you record your users as they visit your site to see if they're going through the funnel you intended. It also checks for bounces, rage clicks, and other bad UX holes you may not have realized.
I've never really had a tool like this. I heard about it from someone on my team who used it at another company. Basically, you drop the pixel into your site using Google Tag Manager and it just starts to work. You can watch your users browse your site, and it's really helpful to get non-biased data for your UX. Since we run an ecommerce site, it's also interesting to see if the user ever makes it to the cart and then watch them go back and forth to complete their purchase. It helps us figure out where we could make touch points clearer or easier