We use Hotjar for heatmaps and session tracking. One of our engineers was familiar with the tool. We were using Inspectlet before, but it became very expensive. There isn’t anything that one session tracker does better than the other, so why pay more?
Our SaaS metrics are managed through ChartMogul.
We use Google Analytics for basic web tracking.
The reporting is very annoying and weak. We switched from Base CRM, which had phenomenal reporting and cohort tracking. With HubSpot, it feels very… amateur hour. We switched because we wanted all our customers in one place and we couldn’t transfer with Salesforce or Base. We got a massive discount with HubSpot, so we are getting value from them at the moment.
I think Slack has to figure out how to monetize. Slack is super easy. They cap you at 5 or 6 integrations. Every tool that we use is integrated into Slack. HubSpot, Stripe, and Chargebee reports, daily metrics and upward/downward trends get posted through Slack. We developed two internal bots that we named Jennifer and Jessica and they give us a report of the last 24 hours performance in the company and then break them down by country.
We love Help Scout. They don't have a mobile app, which is a plus, not a minus. I don't want my employees working on support tickets on their phones or at home. I like their support integration into email. We were using Intercom which is the worst tool for chat and customer support. Intercom almost killed our business. We had to get off Intercom as quickly as possible. We replaced Intercom with Help Scout’s Beacon. Our growth has gone up. The overall happiness with our customer has gone up tremendously.
QuickBooks Online is a very seamless software because it plugs in with our bank statements, and it’s easy to use. But I don’t think we can scale with QuickBooks so we will need to find an alternative down the road.
Finding the right project management tool is critical because we monitor our growth in monthly, weekly and quarterly segments. You establish multiple multiple quarterly objectives and the key results are very specific numbers. This helps on a company level and on a personal level. We’ve found it to be the best way to manage the company and projects or else people start working on projects completely unrelated to quarterly growth. We started adopting OKRs about a year ago and managed them in Trello. When we got more familiar with OKRs we looked for a better tool. We needed a tool that brought project management and goal tracking into one place, and Weekdone has been the best. It was the best transition place for us from Trello.