Delight Users Track

From good to great: How small touches can significantly improve the customer experience

We all want our customers to love and use our products, yet how can we achieve that when our customers are so different from one another, have different needs to learn our products, and are all at different points in their customer journey? How can we help our customers feel seen and helped every day, without the cost and upkeep of a huge expertly-trained customer success department? During this session, learn how Nelnet Business Services (NBS) has given their customers a voice, lowered their learning curve, and made content truly for each visitor in their products. Using an array of guide options such as smart segmentation and polling, company-wide standards, contextual help, and custom Resource Center modules, see examples of how Pendo helps NBS embody their core values to communicate openly and honestly and provide superior customer experiences.


Speaker(s)

Liz Feller

Manager, Online Help Technology and Analytics

Nelnet Business Services

Pendomonium 2022 poster