Customer story

How LawVu uses Pendo’s AI-driven insights to speed up VoC reporting by 70%

50%

faster idea validation

70%

reduction in VoC preparation time

LawVu at a glance

Company

LawVu is an AI-powered legal workspace that helps in-house legal teams do their best work, faster, thanks to a unified suite of productivity and collaboration tools with integrated matter, contract and spend management, and seamless integrations with key business tools.

Industry Software

Company size Mid-market (>1,500)

Products used

Challenge

LawVu wanted to simplify its complex and fragmented feedback management process, which previously involved multiple disconnected channels and extensive manual effort.

Pendo’ing it

Leveraging Pendo Listen helped LawVu to centralize customer feedback, scale user research, and streamline the validation of product ideas—significantly reducing manual workload and turnaround time.

Results

With Pendo Listen’s AI-driven insights and automated feedback system, LawVu reduced the preparation time for Voice of the Customer (VoC) reports by 70% and cut customer validation cycles by half.

Gathering customer feedback is one of the most valuable, yet time consuming processes in product discovery and innovation Automating feedback management turns weeks of chasing feedback into instant insights LawVu continues to scale product discovery and customer engagement

In corporate legal teams, lawyers want to spend their time focusing on strategic priorities while not getting bogged down by administrative work. LawVu helps in-house teams get complete visibility over all their legal.

Gathering customer feedback is one of the most valuable, yet time consuming processes in product discovery and innovation

Before adopting Pendo Listen, managing customer feedback at LawVu was complicated and time-consuming. Teams collected feedback from various disconnected channels—Slack, Salesforce, email chains, spreadsheets, Zoom calls, and Intercom. This scattered approach led to siloed efforts, incomplete information, and longer cycles, making it challenging to leverage customer insights to drive development, innovation, and customer communications in a rapid loop. LawVu turned to Pendo with very clear objectives:

Centralize all customer feedback and insights into one intuitive platform
Automate and scale user feedback and research efforts with a growing customer base
Reduce the time required to validate new product ideas and prioritize features
Gain clear, consistent insights to inform strategic product decisions and accelerate stakeholder alignment

Automating feedback management turns weeks of chasing feedback into instant insights

LawVu implemented Pendo Listen to streamline and automate its feedback management process. With AI-generated summaries and built-in feedback tools, the team quickly gained actionable, reliable insights. These insights now directly inform LawVu’s product roadmap and user experience improvements, ensuring continuous reporting on user sentiment.

"It could take weeks to gather feedback from various tools and departments. Now, everything is right there—it’s accessible and more robust than what we had before," says Jonny Lim, Design Researcher at LawVu.

Leveraging Pendo Listen's Ideas Portal, LawVu empowered customers to vote on features that matter to them most. Stakeholders and the team can see the data easily. This crowdsourcing functionality significantly cut down the manual effort previously required, making the validation process faster, scalable, and more user-driven.

With Pendo Listen, LawVu was able to drive:

70% faster insights: Preparation time for quarterly VoC reports dropped from weeks to just days thanks to AI-generated summarized insights derived from feedback coming from key sources including NPS, CSAT, customer reviews.
50% faster idea validation: The cycle time for validating new customer ideas reduced by half—from one month down to two weeks—greatly diminishing the manual workload yet increasing the sample size. Pendo Listen also makes it easy to follow up with customers using their built-in emailing functionality.
Increased decision confidence: With feedback neatly consolidated and readily accessible, LawVu's product teams now make quicker, better-informed decisions. The teams also look at these reports more regularly (weekly triage and monthly reviews), boosting trust further.
Enhanced team collaboration: Greater visibility into customer feedback significantly boosted engagement from senior management, customer experience, and product teams, creating better alignment across the company. Feedback is brought directly into Slack (via API) to make it more visible to the key teams who can quickly decide on a follow-up strategy.
Stronger advocacy programs: Pendo makes it easy to identify a segment of users who are engaged in the LawVu product that would be good candidates for providing reviews and testimonials. Review data can then be analyzed in Pendo Listen as another source of insights.

"Pendo Listen has given us huge confidence," says Jonny Lim, Design Researcher at LawVu. "We know exactly where to place our bets—and also when to confidently say no."

LawVu continues to scale product discovery and customer engagement

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LawVu at a glance

Challenge

Pendo’ing it

Results

Contents

Gathering customer feedback is one of the most valuable, yet time consuming processes in product discovery and innovation

Gathering customer feedback is one of the most valuable, yet time consuming processes in product discovery and innovation

Automating feedback management turns weeks of chasing feedback into instant insights

Automating feedback management turns weeks of chasing feedback into instant insights

LawVu continues to scale product discovery and customer engagement

LawVu continues to scale product discovery and customer engagement