#pendostories

Pendo helps the entire organization understand what drives their product success. See how we can help you.

Amy Andriano Headshot

Amy at Invoca

Uses Pendo to track the success of a new feature launch

After we launched the new dashboard, we noticed that a number of users were going around it to the old pages. With Pendo, we could see who they were and how they were getting there. We were able to reach out and learn why they were still using the old pages. We pushed out a couple of guides reminding them to change their bookmarks, and in a couple weeks almost all the traffic dropped-off.

Amy Andriano, Product Experience Manager
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Becky Banasik Headshot

Becky at TrendKite

Uses Pendo to measure customer satisfaction and NPS

The response for the in-app NPS survey was really strong. We saw a 20% response rate in-app versus only about 10% for the emailed survey. We have a very transparent culture. Each team in the company has a large screen in their area where they share relevant data or results. We posted the NPS score, and updated it every 5 minutes. It quickly became the most popular screen in the office.

Becky Banasik, VP Customer Success
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Gal Josefsberg Headshot

Gal at Act-On

Uses Pendo to build board slides

CRM usage, especially, is an important predictor for us. The other day our CMO asked me about usage for this segment. Rather than answer, I just cut and pasted the chart from Pendo’s dashboard in our chat. In a way, these widgets have become an internal language for us. We added Pendo reports about feature usage in our last board presentation.

Gal Josefsberg, VP Product Management & Product Marketing
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Duncan McCreery Headshot

Duncan at MemberClicks

Uses Pendo to co-create feature enhancements with customers

We rolled each iteration of the feature to a subset of our users. We would target a Pendo guide to that group letting them know about the update. Then, once someone had used the feature 7 times, we served them a poll to get feedback. As we improved the search function, we averaged 4.6 out of 5 on the ratings, and got a 70% response rate for the surveys. This was one of our most successful feature launches.

Duncan McCreery, VP, Product
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Eddie Howard Headshot

Eddie at MaxPoint

Uses Pendo to slice usage by account type, user role, and other dimensions

All of a sudden we had a lot of external users in what had been an internal only application. We needed a better way to separately track those users, but there was no engineering time to build in segmented reports. In Pendo, I split the dashboard down the middle by internal and external users to quickly see how many people have come into the application in the past week as well as details like browser, OS, and device usage.

Eddie Howard, Manager, Product Management
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Murali Swaminathan Headshot

Murali at Sprinklr

Uses Pendo to make help in-context instead of out-of-context

What Pendo allowed us to have is an online guide. When we release new features, we can talk about them online without having to go to our knowledge portal. If I look at my support tickets today, more than 60 - 70% of them are questions on how to use the product. Pendo is going to reduce the time we spend on support tickets, and give us a much better customer experience.

Murali Swaminathan, EVP, Client Success and Engineering
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Tom DuScheid Headshot

Tom at Zift Solutions

Uses Pendo to walk users through complicated processes

We use acronyms on our pages like ‘CTOR’ that aren’t always recognizable to people outside of marketing. Pendo tooltips have really helped to reduce the support load. We deployed a walk-through for our new ‘Scheduled Reports’ page that showed users step-by-step what had changed in the page. It had 30% completion rate, and we received 0 complaints or support tickets about the new design.

Tom DuScheid, Product Manager
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Darrell Burgan Headshot

Darrell at Infor

Monitor end user performance to delight customers

Ultimately for us it’s about being proactive. We review the application usage and performance at our weekly operations meeting to guide which clients we want to reach out to. It’s great to be able to address customer issues this way. Very few companies at our size and scale can get ahead of the curve on things like this.

Darrell Burgan, VP of Development
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Josiah Wang Headshot

Josiah at VTS

Uses Pendo to announce new features and releases

We create segments in Pendo of users who have not used a new feature within 10 days of launch, and target a tooltip to them. That way we don’t end up spamming our users who do use the feature, but we can reach people who may have missed it. Unlike other solutions, Pendo lets us change the HTML and JavaScript in the guide any way we want. We use custom code to launch the feature when a user clicks on the tooltip.

Josiah Wang, Product Manager
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Todd Meyer Headshot

Todd at Infusionsoft

Improve new feature adoption

The fact that Pendo knows who you’re serving the guides to is really powerful. You don’t ever want to over-message people in the application. With Pendo we can get really specific with our guide targeting. It was pretty clear that we didn’t need two separate products to do this anymore. It’s really easy to put a guide out there targeted to all the customers who haven’t adopted a feature. In some cases we saw a 1000% increase in feature usage in a week after pushing a guide.

Todd Meyer, Sr. Product Manager
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Amy Andriano Headshot

Amy at Invoca

Uses Pendo to highlight underused features to increase adoption

Looking at the product data, we noticed that the search bar at the top of the interface wasn’t getting used a lot. It seemed like users just weren’t noticing it. We deployed a guide to everyone who hadn’t used that feature before. We saw an immediate spike in usage, and search is still a highly used feature. Now we deploy guides with each new feature we roll out.

Amy Andriano, Product Experience Manager
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Becky Banasik Headshot

Becky at TrendKite

Uses Pendo to gauge customer health

The ability to roll up the data to the account level is a big differentiator for us. The segments proved to be really interesting. We segmented accounts based on their NPS responses. People that went through the onboarding process more quickly were clearly happier. This caused us to double-down on accelerating that process for our customers. That way our customers start getting value from TrendKite even more quickly.

Becky Banasik, VP Customer Success
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Austin Teague Headshot

Austin at Harvest

Uses Pendo to improve the onboarding process

With Pendo we have been able to tailor the onboarding experience to walk users through features on our site that are relevant to them, and will provide the most value in helping them maximize their experience on our site. Since launching the onboarding guides we’ve doubled the number of investors signing-up for additional features, and grown our returning monthly visitors by 70%.

Austin Teague, Director of Growth Marketing
Emeric Ernoult Headshot

Emeric at Agorapulse

Uses Pendo to prioritize product roadmaps based on user behavior

Before Pendo, we were building features on gut feelings and hoping new features will get used. With Pendo, we know exactly what drives usage and, when we add new features, we can quickly see if they get adopted or not. Pendo’s stats have become one of the key component of our product roadmap as we have data to decide on what to kill, what to keep and what direction we should take.

Emeric Ernoult, Founder and CEO
Michael Owsley Headshot

Michael at Act-On

Uses Pendo for customer marketing and outreach through their product

We run local roadshows for our customers and benefit from being able to segment our customers by location in Pendo. This allows us to target our customers in app with highly relevant news and insight related to their location. With Pendo we can ensure that the right subset of customers are made privy to the events taking place in their city, and in return we see higher registration rates.

Michael Owsley, Product Marketing Specialist
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Darren Card Headshot

Darren at Allocadia

Uses Pendo to track features used by high-value accounts

We have a truly data-driven product roadmap. We try to always back up our strategic decisions with data - whether that’s market data, user research, or product data. Pendo feeds into our strategic decision-making. It helps us validate from a usage perspective which customers are most engaged and active, and helps us prioritize support for this strategic customer segment.

Darren Card, Director, Product Management
Eddie Howard Headshot

Eddie at MaxPoint

Uses Pendo to identify super users and early adopters

When we release a new feature, I want to know how it’s being adopted, and who those early adopters are, so we can reach out for feedback. When we started, I went through our application and tagged every feature I could think of, but the beauty of Pendo is that if you don’t tag something now, you can always go back later and tag it. So it’s never a problem to identify early adopters, even if we didn’t tag the feature when it was released.

Eddie Howard, Manager, Product Management
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Josiah Wang Headshot

Josiah at VTS

Learn more about user roles

Initially our product was only focused on leasing brokers. Now we have asset managers, portfolio managers, and even the finance team in our app. In order to serve them effectively, we needed an efficient way to identify who they are. We used a banner guide to unobtrusively ask users to identify themselves. We had a response rate that was much higher than we expected, and the results were much more helpful than what we were able to get from data mining.

Josiah Wang, Product Manager
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