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Pendo helped ClearCo build a better self-service support model for smaller customers that kept them happy and engaged.
1,100+
Accounts transitioned to fully self-service
49%
Reduction in account cancellations
91%
CSAT maintained with no decline
Moving upmarket meant shifting smaller clients to self-service—fast. The risk: if there was a noticeable drop in support quality, customers would feel it.
As ClearCo expanded its reach into enterprise accounts, it became clear their service model needed to evolve. Supporting every customer the same way was no longer sustainable—and it wasn't what customers wanted, either.
As ClearCo grew into enterprise accounts, SMB and mid-sized clients needed a different kind of support—one that didn't require the same level of hands-on CSM engagement.
Shifting customers to self-service without the right experience in place risked a drop in support quality. If customers felt that drop, they'd leave.
“Our organization is really committed to making data-driven decisions, and Pendo has become like a critical enabler of that.”
Mindy Hopkins, Product Education Manager at ClearCo
ClearCo made a strategic decision: shift small and mid-sized customers to a self-service model, while focusing customer success resources on larger, enterprise accounts.
But there was a catch. The team needed to ensure customers could still get fast, effective support—without increasing friction or impacting satisfaction.
The answer wasn't adding more resources. It was rethinking the experience entirely.
“We know across the board, customers prefer to get their answers quicker through self-service offerings. We really wanted to lean into that and help clients where they are, when they need it.”
Sam Martin, Head of Product Education at ClearCo
The team started by going straight to the source: their own customer-facing teams.
Using those insights, ClearCo built a tailored, in-app experience designed to guide users through key workflows—without needing to contact support.
“We coordinated closely with the customer success team to get a sense of the tasks they actually walk clients through. Especially the things customers focus on after implementation when they're really getting the hang of the product.”
Mindy Hopkins, Product Education Manager at ClearCo
Created personalized onboarding guides that adapt to each user's role and stage in their journey.
Used embedded video and targeted in-app messages to guide users through core tasks at the right moment.
Leveraged Pendo Orchestrate to deliver timely, stage-based onboarding communications at scale.
Directed users to a resource center with dynamic permalinks for instant, step-by-step help—without a support ticket.
What set ClearCo's approach apart wasn't just the experience—it was how tightly it connected to their product strategy.
Pendo became more than a support tool. It became a system for understanding, guiding, and improving the customer journey end to end. The team used in-app data to inform product decisions, then delivered guidance to support users in the moment, then fed that data back into their product strategy.
“We use the user data to inform product decisions, then deliver the in-app guidance to support users in that moment, and then feed that data back into our product strategy. So it kind of creates a continuous improvement loop.”
Sam Martin, Head of Product Education at ClearCo
For many organizations, scaling support means tradeoffs. But for ClearCo, Pendo made it possible to do both.
By embedding guidance directly into the product, the team empowered customers to find answers instantly—without needing to submit a ticket or wait for help. Internally, it freed up teams to focus on higher-value work. The CS team could be strategic and focus on consulting with clients rather than answering repetitive questions.
“Pendo has allowed us to scale while also making sure that our service is top notch, which is a really delicate balance.”
Sam Martin, Head of Product Education at ClearCo
As ClearCo continues to evolve, Pendo remains central to how they innovate and engage users. That flexibility has allowed the team to get creative with how they deliver value in the product—from embedded guides that highlight new features to automated workflows that help users move faster.
“It's surprisingly intuitive. And it has evolved so much faster than any of the other products that I use. Pendo is genuinely ahead of the curve, especially with AI and automations.”
Mindy Hopkins, Product Education Manager at ClearCo
ClearCo reduced churn, lowered costs, and protected the customer experience—all at the same time.
Accounts transitioned to fully self-service
Over 1,100 SMB accounts moved to a completely self-service model—without a single point of CSAT decline.
Reduction in account cancellations
By proactively supporting customers through personalized in-app guidance, ClearCo nearly halved their cancellation rate.
Drop in call volume
With a comprehensive resource center and embedded walkthroughs, customers found answers on their own—without picking up the phone.
CSAT maintained with no decline
Despite transitioning 1,100+ accounts to self-service, customer satisfaction held steady at 91%—proof that self-service done right feels like better support.
“Pendo has really become a lever for us to pull that puts user experience in the driver seat. It gives us low-code ways to engage with our users right in the platform and then gather insights about those interactions. All in one.”
Mindy Hopkins
Product Education Manager at ClearCo
For growing SaaS companies, the question isn't whether to move toward self-service—it's how to do it without losing customers along the way.
The right in-app experience makes all the difference. Start by understanding where customers drop off, what questions they're asking, and which tasks they need the most help completing on their own.
