PetDesk

How PetDesk adapted to shifting customer needs with Pendo

  • Customer Success
  • Product

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Since COVID-19, PetDesk — a communication platform for veterinary practices — has experienced changes in user needs: vets are deemed as essential businesses, but they’re not operating “as usual.”  This has led to ten-fold increase in volume of communications in their app—in short, it has gone from a “nice to have” tool to a “must have” tools.

That meant PetDesk had to quickly adapt to evolving customer needs. Shona Fenner, who works in product management and customer success at PetDesk, says Pendo gave the company the agility and insight it needed to make it happen.

Pendo’s analytics and in-app messaging capabilities allowed the company to gain an understanding of how usage was changing, identify friction points, and deploy guides to convey important information and announce new features.

And, Pendo’s Retention tool helped PetDesk tell if users were repeat visitors to the product, while Data Explorer allowed them to measure the impact of in-app guides on feature adoption.

 

 

 

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