We have found that Pendo provides different types of value for product teams based on the stage of the company/product, as well as the stage of individual features. For example, launching a brand new feature flexes the muscles of specific parts of the Pendo product. One of our teams got a chance to dogfood a bunch of these features with the launch of Vox, our free offering which is laser focused on providing an NPS solution to online software companies. I’ll quickly walk you through the multiple ways we used Pendo as we worked through the process of building out this feature set.
Visitor reports to track who has used it, and follow up with them directly via their metadata information.
Perhaps the most often used function of Pendo during this development and launch process were visitor reports. As people trickled into the product, these reports allowed us to look at how individual users were using the functionality. With established features and products you often look more at aggregate data. But when first starting off, you usually glean a lot more insight by looking deep at individual users, and even reaching out to them (with Pendo guides, or other mechanism). We created visitor reports based on people who had gotten to the new functionality, and then reached out to them directly via the email and phone number information that we had captured during the signup process and placed into the Pendo metadata.
Basic stats used to report up to exec team.
Since this was an exciting new project for Pendo, there was executive level interest. We reported out to the exec team the basic funnel numbers every week: how many people signed up, how many people successfully installed, how many successfully created their NPS guide, and how many launched it publicly. By grabbing this data from Pendo, we could report up-to-the-minute stats at the weekly exec meeting with no prep time needed.
Salesforce sync to push data to salesforcetweet on status, and nurture campaign.
We used the Salesforce sync mechanism to push data from Pendo to Salesforce, so our sales people and marketers knew who had signed up and where they stood in the process (install successful, guide creation successful, etc). We could then create marketing drip campaigns when people stalled at any of these stages.
Guides for upsell process.
As is the case with many free programs, the hope is that some percent of the users will become paid users. We used Pendo guides to capture interest in the full paid product, and again used Salesforce sync to get that data over to the sales team.
Guides for onboarding process & install process
When a user first comes into Vox, we show a guide that walks them through the install process via a video tutorial. We then have a series of guides that walk them through the rest of the process after install is complete. This could have been done without guides, but by using guides it gave us the ability to iterate super fast without using core engineering cycles.
Toward the end of the dev process we built out goals for user adoption of the new functionality, so as to track our progress from launch date forward.
In hindsight, it was really exciting to see how many different ways we used Pendo during this process. This was not a case of forcing ourselves to dogfood our own product. Rather, these were all places where we just found natural value from Pendo, so we used it.
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