Customer Show + Tell: How Mixpanel Scaled Customer Education with Interactive Demos

In our Customer Show + Tell series, we highlight how Navattic customers solve real business challenges through interactive demos.

At a recent Navattic User Event in Seattle, Peishan Tan, Head of Customer Success at Mixpanel, shared how her team transformed customer education, saving hundreds of hours, adapting quickly to UI changes, and building a scalable academy for users worldwide.

We have a lot of customers. We have enterprise customers and also down-market customers. One of our challenges was: how do we scale enablement and education across all of them?

As our customer base grew, the demand for training resources kept increasing. Large enterprises would come to us and say, ‘I need training. I need training.’ Every time new users joined, it added strain on the CS team, and it just wasn’t scalable.

The problem was compounded by Mixpanel’s frequently evolving product:

Within two months, the UI changed again and we’d say, ‘Oh my god, this video is outdated. We need to update it again.’ The CS team didn’t have time to keep re-recording everything.

The turning point came from a colleague’s recommendation.

We were talking to our marketing team, and they said, ‘Hey, have you looked at Navattic? We’ve used it for walkthroughs, it’s simple and easy to use.’ We took a look and said, ‘Wow, okay. This is quite easy to use.’

What stood out most was the difference from static video training.

What we liked about Navattic was that users can really go at their own pace. They can click, stop, and follow along on their own screens. Video recordings don’t allow that.

• User-driven learning: With Navattic, users control the pace. That’s what makes it so much better than video.
• Easy updates: Our UI changes every couple of months, four times last year alone. Updating videos was painful. With Navattic, updating walkthroughs is so much easier and saves us a lot of time.
• Integration with existing tools: We embedded Navattic within our SCORM Articulate Rise system, which we then embedded within our LMS. It fits right into our existing setup.

We really wanted to build an entire Mixpanel Academy where we could walk users through how to use the platform. And we didn’t want it to be just text; we wanted interaction. That’s why Navattic is so good.

Over the last year, we’ve saved conservatively about 160 hours by building around 80 Navattic walkthroughs. For each walkthrough, we estimate that we save about two hours compared to recording videos.

The efficiency gains allowed Mixpanel’s CS team to focus less on repetitive video production and more on higher-value initiatives.

I’m really excited about AI Copilot; just being able to click through and have AI generate tooltips or prompts. Writing those is often the hardest part. If AI can help make them short and succinct, it will make the workflow so much easier.

Peishan Tan’s lessons from Mixpanel’s journey:

• Scale education with interactive, user-driven content
• Eliminate the constant burden of updating videos
• Embed training where customers already are, in the LMS or academy
• Use interactive demos to save time and deliver consistency

By embracing Navattic, Mixpanel built a scalable customer education program that adapts to product changes, saves resources, and creates a better learning experience for users.