Pendo.io

We use Pendo as our on-platform messaging tool to drive user adoption. Additionally, we use Pendo to educate users on our new product & feature releases. We trigger messaging based on user behaviour and events, which allows us to target our messaging to the right audience segments at the right place and time.

Pendo.io has been helping us with our product management process and user experience implementation. It helps us to deliver the best possible experience for our users, and also helps the userbase engage and be proactive in the product journey. So it is involved in our day-to-day feature implementations and UX designing.

We use Pendo in many different ways. We mostly use it to promote new features and track usage for new features and existing features within our software. It's extremely helpful. People nowadays do not read all of their emails. Pendo solves that. It truly helps us connect with our customers in such a profound way.

We have upwards of nine enterprises' SaaS products. We use Pendo to track and understand user engagement and activity. We also use the Pendo guides to educate and survey customers using segmentation, so the information is relevant. Before implementing Pendo, we had very limited visibility into how engaged our customers were. Now we have deep insight and can provide targeted education materials with just a few clicks.

As a Customer Success Manager, it's crucial that I understand how my customers are using our tool and what they are interacting with the most. That's why Pendo is essential in helping me support my customers and in making decisions about how to drive engagement with our software. Not only that, but the Pendo team is incredibly helpful and supportive. I'm so glad we decided to work with Pendo!

We use it across the entire organization to get an understanding of how our users experience our platform and to help guide them to specific areas we want them to see, use and understand. It has solved a huge problem of needing to use up valuable resources to code in guides and tooltips - instead, we can actually understand where our users need help and then implement guides or walkthroughs to help them.

Pendo.io is being used by our business to understand how our customers are using our product and how we can better design our software for the betterment of our customer experience. Pendo.io addresses the need to understand how our customers are interacting with our software and what areas may need improvement based on usage statistics.

Over a year ago I stumbled across Pendo when researching tools to make user tracking and walkthrough tutorials easy for our company without needing engineering. After speaking to their sales rep, I quickly knew this was going to be an integral tool for our product organization, design, and customer success group.

Set up was very easy and took about 1 day for all our products. Once this was complete I jumped directly into their product, watched all their online YouTube tutorials, joined their Slack channel and I was off to the races. I have a design background and am currently in product management for our front end applications so I began to creating template guides for the rest of our organization. Fast forward a year later and we have integrated Pendo into our third party applications, product is actively tracking user data to make more informed decisions and customer success is tracking new and existing clients instead of using Intercom and their limited event tracking. Could not be happier with this product and their customer support is top notch.

The Customer Success Team is the primary users of Pendo, but we utilize Pendo's metrics to aid in business decisions across the organization.

Pendo.io was initially implemented within a product where I was working as an Implementation Engineer. I have since switched to using as a Product Manager with a different product line. It uses have grown so far beyond our expectations. It is used across different departments. My initial use was based on engineering and client implementation and now I use it is a Product Manager in our Product Management Office. We initially started using it to help track client activity and reach out for client and user satisfaction metrics like NPS. It went from being used on a singular product to being a core part of product management's truth analytics for almost all of our product lines. It allows getting metrics from not just our clients but their user bases all while respecting our users by integrates seamlessly into the production workflow. It allows us to see what areas customers are using, how they are working through our application, and track adoption rates of new features.

Pendo is used across a few departments in my organization. Primarily product, user experience, customer success, and sales. It is also used by C-level executives across the organization. It is providing valuable data on usage, engagement, and churn. In addition, it is used for all in-app messaging - announcement of webinars, and gathering NPS data.

We use Pendo for tracking usage analytics of our customers within our platform. Customer Success, Engineering, and our Product teams use it to see which features our customers are using, how frequently are they using them, etc. It helps us know which features and pages need to be worked on from product and engineering perspectives but it helps CS know what to talk about on monthly calls with customers to help deliver more value while using our platform.

Pendo is being used primarily by our Client Services and Product teams. Our CS team is using Pendo to work through pilot customers, and identify opportunities and risks within our customer set. Our Product team is using Pendo to track feature engagement and build guides to help our customers with onboarding and working through common tasks within our product.

We use Pendo to track customer engagement in our product, provide support through walkthrough guides, and communicate with customers whenever needed directly in our program, through Pendo. Before Pendo, we had very little statistical insight into how our customers were using our program and which aspects of our program we could promote or improve on due to customer engagement (or lack thereof). With the insight we have now, we can understand in detail how each customer uses our program and how to guide them to be even more successful. Pendo is primarily used by our Customer Success Team, and occasionally used by our Marketing Team.

We're able to solve multiple business problems with Pendo. A couple examples are 1) guidance on how users navigate our site so that we can make the most effective changes in our upcoming site redesign, and 2) being able to do an NPS survey in-app so that we can start tracking our score over time.

Pendo.io is used primarily in my department (the success department). That said, our managed services and sales team use Pendo as well, because it's the most trustworthy (and easy) way to get a sense of how customers use our product, and which areas of the product they spend the most time in. It helps us to address bottlenecks in user workflow and to research and drive adoption, which are key benchmarks of success at my company.

Pendo is leveraged by our entire organization
- Product uses it to track adoption and create guides and walk-throughs for users
- Customer Success uses it to identify user adoption, NPS score, and early churn risks
- Engineering uses it to track feature usage and build out guides without hard-coding anything into production
- Marketing uses it to promote new features and events
- Sales uses it to identify power users within existing accounts for up and cross-sell opportunities

Pendo is easy to use and has a wide range of functionality. There are reports that you can generate quickly and easily without having to waste time mining your own data. This has been especially helpful when trying to help customers see the follow they are getting out of our tool.