Mixpanel Made Me a Customer For Life

sympodial.com

27 pointssynthetic4 comments

I also purchased the App Sumo deal, and had the same experience with their customer support. I chatted with Suhail. His responses didn't contain any of the corporate, canned, or scripted responses that you sometimes hear. It felt as though I was IMing a friend.

I asked him how much of an increase MixPanel had seen in support requests due to the App Sumo deal and he responded "A ton :)"

For the record, "Tim" and "Suhail" are Mixpanel's founders, not just customer support people.

I meant to post the transcript of my chat session with support on that blog post, but I was in a hurry.

I also got the sense that they were slammed. I felt guilty that by contacting support, I moved to the top of the queue.

I'm guessing one of the aims of this deal was to increase exposure. From the standpoint of adding 1000 extra customers to support which have very little future value (maybe some will take up bigger plans) for a relatively small amount of short term cash it doesn't make a load of sense.

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