My team comes up with better ways to use Pendo than I think of myself
December 19, 2017
My team comes up with better ways to use Pendo than I think of myself
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Pendo.io
We use Pendo in eight ways so far:
- Feature introductions for new and/or complex features. Our product managers can create them themselves, which helps them feel empowered.
- Survey to identify the stage of a customer in our customer journey. Helps our CSM craft their outreach and conversation with customers with upcoming renewals or low usage.
- Invitation for customers coming up for renewal to "indicate their intent to renew". For those customers who do click the link, we get an easy and positive start to the renewal conversation.
- First-time visitors to certain features receive a notification linking to our documentation for that feature.
- For customers who need extra hand-holding, our professional services team can build tooltips into the product that are visible only to that customer, instructing their users to rely on that feature.
- Gauge customer enthusiasm for features by guiding them through that feature, and then giving them a "Was this useful?" question.
- When doing a major product change recently, we set up a banner for the users still on the ‘old’ version, inviting them to use the ‘Preview’ feature, and making sure that they were aware of the switchover date. I’d argue that it worked better, and was more defensible than an email that only some people read.
- Notify customers whose invoices are overdue, inviting them to reach out to our accounting team.
- Easy configurability, but you can get into the minutiae if you want to.
- Very fast to get a message out on the site; the hardest part is figuring out what you want your message to say.
- Easy to empower other members of your organization. It doesn't need to be just the admin who creates the guides.
- There are opportunities to reduce the number of clicks required.
- Survey analytics are effective but basic.
- Would be great to be able to notify my colleagues about key events for customers they're working with. This could be done with Pendo's Salesforce integration, especially if I were to also configure Gainsight on top of that data, but that's a lot of setup work.
- Better understanding of our customers' mindsets, through surveys that don't feel as 'heavy' to a customer as an emailed survey
- Easy collection of invoice payments that otherwise would have taken a lot more effort, even if it were simply to find the correct contact to whom to send the invoice
- Better communication to customers of the *intention* of product features, not just what those features *do*