Pendo Announces New Zendesk Integration to Improve Customer Success and Support
With new integration, Pendo supports Zendesk’s mission to empower organizations to improve customer engagement and better understand their customers. Read the full announcement:
RALEIGH, NC AND SAN FRANCISCO — NOVEMBER 13, 2018 — Pendo, creator of the leading product cloud for digital products and data-driven product teams, today announced an expanded partnership with Zendesk to bring greater user insight and intelligence to customer support and success teams. The partnership is one of several key announcements made at the software provider’s annual Relate conference this week in San Francisco.
Pendo built its first integration with Zendesk in 2017. Since that time, customers of both organizations have used the “Zendo” integration to import product data into Zendesk to get a deeper understanding of a user’s behavior leading to a support request. Zendo now counts nearly 1,000 monthly users.
The new integration takes that a step further by allowing support and success teams to see feature usage and user sentiment across the new Zendesk Timeline feature, which displays important customer events in sequence for a customer support or success personnel.
“Empowering support teams with product data, both qualitative and quantitative, enables them to deliver a better experience to customers.” said Todd Olson, Pendo CEO and co-founder. “This new integration deepens the value Pendo and Zendesk jointly deliver to our customers.”
Pendo extends Zendesk Timeline insights with usage and satisfaction trends at every point on the post-sale customer journey so support and success teams can proactively identify and respond to customer retention risks and target and remediate problematic customer touchpoints.
“Seeing Pendo events in the Zendesk timeline allows our shared customers to get a deeper understanding of their end users” said Luke Behnke, VP of Platform Products at Zendesk. “This is critical because it reflects the new reality around customer relationships: we’ve moved beyond a static customer record, to one that is real time, constantly evolving, and includes data across every customer touchpoint.”
Pendo has made it easy to immediately surface user insight for Zendesk customers by integrating the Timeline feature with Pendo. Using Pendo, Zendesk customers can deliver targeted NPS surveys in app and via email to analyze user sentiment over time, and then see the resulting NPS scores alongside other journey insights in their Zendesk Timeline.
Pendo is a product cloud that provides user insight, user guidance and user communication for digital product teams. With Pendo, these product teams can understand product usage, collect feedback, measure NPS, onboard users, and announce new features in app—all without requiring engineering resources. Founded in 2013 in the heart of Raleigh and backed by Battery Ventures, Spark Capital, Meritech Capital and Sapphire Ventures, Pendo has raised $106 million and counts 800 customers, including Zendesk, Salesforce, Coupa, BMC, and Sprinklr. Pendo is also the producer of ProductCraft, a destination editorial site with insights by and for product leaders; and Pendomonium, a premier product conference. For more information, visit: www.pendo.io