Mixpanel - Customer Service Department of the Year

Company: Mixpanel, San Francisco, CA
Company Description: Mixpanel, the leader in user analytics, exists in a highly competitive market where services are often a key differentiator between offers. Mixpanel’s Support Engineering team supports over 26,000+ global customers and over 250,000+ websites and applications across industries, including giants like BMW, Experian, DocuSign, and Hinge.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - 100 or More Employees

Nomination Title: Mixpanel

Tell the story about what this nominated department achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Overview

Mixpanel, the leader in user analytics, exists in a highly competitive market where Support is often a key differentiator between offers. Mixpanel’s Support Engineering team supports over 26,000+ global customers and over 250,000+ websites and applications across industries, including giants like BMW, Experian, DocuSign, and Hinge.

Mixpanel Support has maintained 94% CSAT across all customers since July 2017, which the team has been able to increase to 96% CSAT for paid customers in the past 6 months. The Support team has answered over 52,800 tickets since July 2017, none of which were canned responses; our team takes the time to uniquely address individual needs and concerns based on their account information to form a real relationship with customers.

Mixpanel’s Support has 31 full-time employees available 24/7. In addition to our enterprise services offering which guarantees a response to high severity cases within one hour, Mixpanel Support responds to all new requests from enterprise customers within 5 hours.

Last year, the team completed 5 major initiatives focused on customer experience:

Expanding support internationally to reduce wait times: Mixpanel hired 4 Support Engineers in London and 1 Support Engineer in Singapore, the first Mixpanel employee in APAC. Expanding Mixpanel Support availability internationally reduced the average first response time by 20 hours for all customers – cutting wait times almost in half compared to the previous quarter.

Boosted support productivity with machine learning tools: Partnering with best-in-class customer support software Zendesk, as well as early-stage startup Forethought (winner of TechCrunch Disrupt Startup Battlefield this September), Mixpanel leveraged innovative AI approaches to improve support efficiency and speed:

Zendesk’s “Answer Bot” surfaces relevant help center articles to customers submitting tickets, allowing them to easily find answers faster and self-solve before a Support Engineer ever sees their ticket. Answer Bot has successfully solved 2% of incoming tickets per month, usually within 3 hours of the customer creating a ticket.

Forethought Agatha reduces the time spent searching for information by proactively embedding relevant information from past tickets into daily Support workflows. Agatha reduces time-to-resolution by 18.6% to 32.8% so agents can close 20-50% more tickets in a given period of time.

Forethought Categorizer reduces triage time by automatically tagging high-priority tickets based on analysis of past ticket data via machine learning and natural language understanding with 98% accuracy.

Proactive outreach program: In 2018, the Support team invested in one-to-many approaches to proactive outreach to broaden our impact. Mixpanel Support developed a series of targeted webinars to assist with customer onboarding and troubleshooting common technical issues, as well as office hours events to give customers access to 1: 1 personalized help from Support Engineers. Initial results show that there was an average 5% increase in daily active users (DAU) for customers who received proactive outreach.

Product Group Leads: Mixpanel Support's transformative approach to problem-solving pushes them to advocate for the customer and direct the company to build better products. In 2018, Support introduced a Product Group Lead role responsible for providing customer feedback in the early stages of product research and development. Feedback from PGLs directly impacts Mixpanel’s product roadmap and helps Product prepare a feature for launch. PGLs have supported 40 individual feature and product launches in 2018 alone.

Migrated Help Center and Developer Documentation to a Scalable Platform: In 2018, Mixpanel Support made a significant investment in the self-serve experience by migrating help content to a more scalable platform. The help center migration and redesign made it easier for customers to find the right content at the right time and increased help center traffic by over 400%.

Conclusion

Mixpanel Support’s focus on excellent customer service and proactive support represents our belief that our customers’ success is our success. Although the team has grown rapidly, through improvements to both customer experiences and the tools that support them, Mixpanel continues to provide personalized, thorough, and fast customer service that is truly best-in-class.