Pendo.io

I utilize Pendo information into my Quarterly Business Reviews with my customers. It allows me to show the customer which capabilities they are using along with which capabilities that are not using so that greater ROI can be recognized

• Identifies how customers are using solution to justify ROI
• Identifies how customers are not using solution to increase ROI
• Provides how customer's users are/are not utilizing solution

Tableau Server, Gainsight CS, Salesloft

We use Pendo.io as one of our main sources of product analytics, intercept surveys, and onboarding guides for our users. It provides us the quantitative data we need to pair with the qualitative insights we receive from our other research methodologies. We've also used it to announce and onboard users to new features and capabilities beyond the training our support team can provide.

• Ability to marry qualitative insights to quantitative analytics (such as what features users are not using to then follow up and ask why)
• Ability to identify and track individual product users
• Ability to target specific subsets of users for intercept surveys

LogRocket, Tableau Cloud and Fuel Cycle

Atlassian Confluence, Qualtrics XM for Strategy and Research, UserTesting, User Interviews, Figma

Collect in-app NPS at key touchpoints and identify promoters/detractors and follow up.

Identify promoters/detractors and follow up. Prioritize roadmap based on actual usage data. Segment users by role, region, and product version and analyze their behavior. Push onboarding tips, release notes, and feature announcements. Get detailed usage of Daily active users and monthly active users.

• Time saving at its best. Saves a lot of time to overcome challenges of developing UI for guides and then wait for it to be published as per your sprint cycle / release cycle. It is immediate if we want it to be.
• Cutting cost: Indirectly by directly applying the changes on the product from day 1.
• Less error prone and reduces risk. Analytics is behind the code, although tech savvy people can still know what is being captured but at the same time the capabilities provided by Pendo.io to exclude a specific customer or exclude capturing customer data as it falls under GDPR compliance it at its best.

Google Analytics

Salesforce CMS, Azure DevOps Services

Enables us to be product led, where we can rely on actual data rather than opinion. We use analytics, session replay, feedback and polls via Listen, as well as heatmaps, custom data reports and custom dashboards, resource center and guides. We are investing heavily in in-app guides for onboarding new users and educting esisting users.

• Reducing development time with in-app guides and resource center, with product management being able to agilely create guides in real time, this could be as much as 1 full time developer in savings.
• Reducing business time scoping "rock fetches" than are proven to be invaluable based on analytics, each time 1 single piece of analtical data saves around ~20 hours across multiple resources.
• Increasing user satisfaction with in-app guides and resource center
• Increasing usage of key features through targetted messaging, those key features either drive costs ou of our business or add value to customers business.

Glassbox and Adobe Analytics

Glassbox, Figma, Atlassian Confluence, Atlassian Jira

I use Pendo.io from a Customer Success standpoint, partnering with the Product and Product Analytics teams at our organization across multiple products. In addition to building out user engagement opportunities and connecting customers to solutions and resources in-app, I also use it for advertising upcoming CS webinars that help them optimize their product adoption and get the most out of their investment.

Additionally, I've used Pendo.io to build a post pNPS workflow for both detractors and promoters, offering promoters the chance to complete product reviews on external sites; and offering detractors the chance to connect directly with leadership to share their feedback.

Pendo.io is also excellent for onboarding, identifying segmentation and developing user personas. I enjoy the ability to develop very targeted messaging to specific users, empowering them to solve as many of their product questions in-app and avoid interrupting their work.

• Support ticket reduction by positioning guides where they're most needed (common stuck points, complex feature sets, etc.)
• Measuring the impact of customer engagement webinars against their in-product behavior (i.e., our customers show that if they attend a webinar live, they're using relevant aspects of the product 2.5x more than non-attendees)
• Increase in customer engagement across additional touch points (user Community; Customer Success webinars; etc.) by being able to tie those channels together in-app with Pendo.io

Gainsight CS, Conversica