Customer Analytics: Gaining Insights and Offering Support, Without Being Creepy

Privacy policies make for some boring reading. Maybe that’s intentional. Maybe it’s that way to discourage users from really finding out what information is collected about them and how it’s used. Companies are understandably afraid that users might get creeped out if they knew just how much data about them is being tracked. It is a little creepy. It feels like Big Brother, or at least Big Tech is watching.  

ThinkTilt is committed to full transparency. Therefore, this is the second in a series of three posts describing what data we collect, why we collect, how we use it and how you can opt not to have your data tracked. 

Like any business, ThinkTilt aims to build a strong customer base and to provide exceptional service to those customers. That means, of course, that we need to be able to stay in touch with those customers; however, we make a big distinction between the people who use our ProForma add-on to fill out a form and those project managers and administrators that are charged with building or designing the form. While we want to ensure people that fill out ProForma forms enjoy the experience as much as possible, we have no need to contact them directly. Our focus is on helping project managers and JIRA admins make the most out of our tool.  These are the people we support and engage with.

Sales and Billing

The applications we use to stay in touch with our customers and manage the sales and billing side of our business are listed below. 

  • HubSpot 
  • Intercom
  • Xero
  • HipChat
  • Workato (to shift the data between the different systems)

Building a Better Product

In addition to tracking who our customers are, we like to know how they use our product.  Analytic tools allow us to see how users navigate our site and our application. This informs our design helping to ensure an interface that’s user-friendly and intuitive.  It also lets us know where we’re going wrong. Tools that we use to analyze feature use and user behavior include:

  • Google Analytics
  • Segment
  • FullStory
  • Intercom

It's important to note that while we capture data about how people are using our system, we never the capture details about the actual questions and responses people provide to the forms created and used in ProForma.

Honoring Your Preferences

We are committed to honoring user preferences. Any user can enable the Do Not Track option on their browser to prevent the analytics programs from recording data. If you would like to see a complete listing of data that is tracked in relation to use of the ProForma application, please read our Privacy Policy.  

WANT TO OPT OUT OF OUR ANALYTICS AND SUPPORT TOOLS? Simply enable the Do Not Track feature in your browser and the analytics packages such as Intercom and FullStory won't record any details about how you use the system.

Instructions on how to turn on Do Not Track in different browsers can be found at https://allaboutdnt.com/

Please contact us if you have any concerns