San Francisco Bay Area
January 22, 2017
Zendesk is an established leader in customer service software services... They've been doing this for a long time and it shows - in good ways and bad. By comparison to some of the newer players in this market, their interface may feel a bit outdated but there is a wealth of features and functionality. If I was building a new startup, I would probably use Intercom or another more specialized, newer service. For an established company with a customer service team this is a very powerful tool that's been around for a while and is well supported.
I love almost everything about Fullstory. The only problem I have with their product is that it's expensive. It has the feel of a young product with a lot of potential. I would recommend giving them a try. You may hit limitations in your ability to drill-down or filter, but you will immediately gain insight into what your users are doing on your site.
Geckoboard was easy to set up and within just a few minutes of tinkering and configuration we had a screen up in our open-plan work area with some fun vanity metrics. We found that it wasn't quite reliable enough to use to track any mission-critical metrics but it did provide a good overview for the team and occasionally highlighted a customer services issue from social media.
Crazyegg is great, it does what it's done for years. Make it easy to collect heatmaps on various mobile and desktop interfaces. That said, there's not much innovation going on with their tools anymore. They're essentially where they were 5 years ago.
Tag manager has greatly simplified our workflow when testing new tools and features on our site. It's also empowered our marketing and analytics teams to make changes on their own without being tied to a developement release cycle.