EBANX uses Pendo as an all-in-one resource to gain insight into merchant needs and address challenges before they arise.
EBANX is the leading payment partner to expand into emerging markets, providing global companies with the local expertise and technology to manage seamless end-to-end payment processes in Latin America, Africa, and Asia, all while ensuring compliance with local regulations across these regions.
Finance
201-1k
LATAM
Curitiba, Brazil
EBANX wanted a single tool to gather data around user behavior, communicate in-app, and drive product decisions based on merchant user needs.
Using Pendo Analytics, In-app Guides, and NPS, EBANX gathered the necessary data to reduce customer support efforts and gain a full view of product data.
With Pendo, EBANX reduced customer support tickets by 70%.
When it comes to driving growth, emerging markets hold huge potential for large vendors. But too often, local complexity prevents global businesses from taking root in these regions. Whether it’s fragmented infrastructure, complex local tax and card regulations, or the prevalence of alternative payment methods, the landscape of how commerce happens in emerging markets can be challenging to navigate.
EBANX is a global technology company that offers cross-border solutions for businesses that want to adapt to local realities and seamlessly access new regions. The company provides payment processing infrastructure so merchants can sell effectively in these markets without worrying about logistical or regulatory headaches. EBANX’s solutions serve a key need, and as the business expanded and refined its services and offerings, it wanted a means to ensure merchants were getting maximum value from EBANX’s products. That’s where Pendo came in.
Quézia de Paula is the Product Experience manager at EBANX. She works directly on EBANX’s Merchant Area, which is an environment that offers intelligent, regionally adapted payment management for global companies. To make the Merchant Area and the strategies around it more data-driven, de Paula and her team turned to Pendo. According to her, its Software Experience Management platform allows the team to capture user navigation data from EBANX’s Merchant Area and support troubleshooting for users who experience difficulties.
“Other tools don’t let you create guides, announcements, or NPS surveys. Pendo does all of that, and is also very easy to use."
— Quézia de Paula, Product Experience Manager at EBANX
What made Pendo an important tool for EBANX was that it was an all-in-one resource, not only for getting insights but also for taking action. “Other tools don’t let you create guides, announcements, or NPS surveys. Pendo does all of that, and is also very easy to use,” de Paula said.
Based on the insights from Pendo Analytics, EBANX began leveraging in-app guides to drive desired behaviors and get users to value faster in the software. The company started using Pendo to send simple announcements to users directly in the app. “That motion evolved into fully interactive, no-code guides, which were especially helpful during the launch of brand new features,” de Paula explained.
This combination of analytics to diagnose UX and support issues with no-code guides to walk users through product and feature usage has yielded amazing results. Thanks to Pendo, support tickets around new features have dropped 70%. Now, the EBANX team can keep a finger on the pulse of user sentiment by deploying NPS surveys in the app for key features and workflows.
By combining quantitative analytics data with qualitative NPS feedback, the EBANX team gains a holistic set of insights about their products. This helps them improve what’s working well and address what needs adjustment.
As it continues growing across emerging markets and simplifying the complexity of operating in regions with challenging infrastructures, EBANX sees Pendo as a valuable partner. Pendo is now an important tool for EBANX when making strategic product decisions.
For example, when the team noticed an analytics feature page in EBANX’s Merchant Area was receiving a low number of visits among a limited userbase, it determined merchants didn’t find the page valuable—likely due to a lack of clarity or relevance. Based on these insights, the team decided to retire the analytics page, resulting in cost savings of approximately USD 4,000 per year.
As Pendo becomes further integrated into EBANX’s greater company strategy, de Paula stresses the value of being able to act on insights based on the right data. “For companies looking for an easy way to see product data and user behavior in one platform, Pendo is an excellent choice,” she stated.
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