Case Study: SupportBee achieves faster, data-driven product decisions with Mixpanel

Helping companies with their customer support, SupportBee, uses Mixpanel to validate important product decisions

SupportBee is a small, distributed company that provides a collaborative help‑desk and email ticketing system with shared inboxes, knowledge bases, and ticket portals. As they scaled from a bootstrapped startup, the team struggled to make data‑driven product and growth decisions—relying on intuition and manual database queries slowed progress and made it hard to prioritize high‑impact work.

They implemented Mixpanel to track key KPIs (trial signups, trial→paid conversions, churn and usage patterns) and adopted features like Explore and a Geckoboard widget for fast visibility. Mixpanel became broadly used across support, design and marketing to find funnel bottlenecks, validate feature decisions, and focus resources on the most important customer behaviors—helping the team solve problems faster, improve trial conversion efforts, and avoid being led by the loudest customers.

SupportBee

Hana Mohan

Chief Executive Officer