TraceGains is a global technology company that provides innovation, quality, and compliance solutions to consumer brands that want to reduce supply chain risk, speed up business processes, and take control of their data.
After utilizing Pendo’s analytics to make more informed decisions—including launching a new freemium marketplace product—the TraceGains team needed to support and drive engagement with users of its new offering. And they needed to do so while making the most of their limited resources.
TraceGains started leveraging the power of the full Pendo platform, using in-app guides to deliver in-context education and drive engagement with their most valuable features. Now, product analytics data helps the team measure the success of these efforts, quickly iterate, and identify new opportunities to optimize the product experience.
Since they began using analytics and in-app guides together, TraceGains has been able to create a better learning experience for their users and drive higher engagement with their new marketplace product. Pendo has also helped improve collaboration across the entire company, serving as a centralized source of engagement data.
We thought we only needed analytics, but the real value came from being able to use Pendo to take action on that data, too.
John Thorpe, Principal Product Manager, TraceGains
Utilizing the full Pendo platform has also helped TraceGains create a better learning experience for their users—and lessen the burden on their customer success and support teams. Kathleen Kasel, a learning experience designer, explained, “With Pendo, we’ve been able to reduce the amount of hand-holding [we were doing] with our users and ultimately create a better product experience.” Kasel has created in-app guides to help first-time users navigate through the product, walk users through key tasks, and direct them to additional resources.
As part of the improved learning experience, TraceGains used Pendo to create an in-app product tour for new users—and over 50% have started and completed the tour in its entirety. Kasel also shared that 25% of their seven product walkthroughs have been viewed over 3,000 times. “I think this demonstrates how valuable of a tool Pendo is to really get our users engaged in learning the product on their own, rather than reaching out for help.”
Since implementing in-app guides in addition to analytics, TraceGains has benefited immensely from being able to reach users while they’re already engaged in the product. “One of the things we’ve noticed is that email isn’t the way to communicate with people anymore,” said Karp. “In-app guides give us a direct path to our customers. Combine that with the visibility into what they’re doing, who’s doing it, and for how long, and we get this really full story of our customers—and it’s just so powerful.”
Beyond improving the experience for their users, Pendo has also helped TraceGains improve collaboration across the organization. “It’s really broken down walls, and I think we’ve all been able to work together much more closely,” said Kasel.
Thorpe noted that the product and customer success teams now have a shared measure of customer health that’s rooted in product engagement data in Pendo. And the sales and marketing teams use Pendo for more targeted upsell outreach to existing users. “Even our finance team uses Pendo In-app Guides as an effective communication tool for billing, because we know customers are more likely to read these types of messages,” he added. “The biggest unexpected benefit of using Pendo is that it’s actually helped break down barriers in our company, because we’re all using the same centralized set of engagement data.”
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