TechValidate Research on Pendo

These pages present data that TechValidate has sourced via direct research with verified customers and users of Pendo. TechValidate stands behind the authenticity of all published data. Learn more »



2,372 Customers Surveyed

19,432 Data Points Collected

154 Published TechFacts

19 Published Charts

98 Published Case Studies



Selected Research Highlights


Pendo Customer Testimonial

Our customer-facing teams are now more aware of the amount of usage our platform has, the features which our customers use and the adoption of new and improved technologies.

This has helped us to make better investments in our customer success by identifying the features and functions we believe can help specific customers with their needs, and to engage more knowledgeably with customers on their usage patterns and levels of engagement.

Chief Product Officer, Medium Enterprise Professional Services Company

Pendo Customer Research

What features of Pendo do you value the most when compared against competitive solutions?

Targeted in-app guidance & messaging
74%
Product usage analytics
70%
Retroactive analytics
59%
NPS & sentiment analytics
40%
Having a single integrated platform for product insights, guidance, & roadmapping
22%
Ability to track user experience across multiple applications
21%
Feedback capture & roadmap capabilities
11%

Pendo Customer Research

What were the key outcomes was your organization was trying to achieve by implementing Pendo?

Improve in-app communication
70%
Accelerate time to value for your customers
52%
Decrease customer churn / increase retention
51%
Increase customer advocacy
32%
Reduce support tickets / calls and time to resolution
32%
Reduce overhead costs dedicated to onboarding
27%
Consolidate and organize disjointed product feedback channels
24%
Enable a smooth transition for legacy customers to adopt new digital platforms
18%

Pendo Case Study

Conductor

Introduction

This case study of Conductor is based on a February 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Pendo has, and continues to provide a vital messaging and analytics platform for various teams in our organization. Dependence on engineering resources has dropped more than 95% for messaging needs. Analytics reporting has contributed to decisions around each initiative Conductor has committed to for its 2019 roadmap.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Key challenges their organization was trying to overcome by implementing Pendo:
    • A lack of product usage data
    • Understanding under-utilized product areas to deprecate
    • Improving feature adoption
    • Reducing the time and effort required to onboard new customers
    • Improving retention
    • Saving engineering resources

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Functions within their organization that leverage Pendo data and/or platform:
    • Product
    • Customer Success
    • Marketing
    • Engineering/Dev
    • UX/Design
  • Tools they are using in conjunction with Pendo:
    • CRM tool
    • Customer success management platform
    • Marketing automation
    • Knowledge center
    • BI tool
    • A data Lake/Warehouse

Results

The surveyed company achieved the following results with Pendo:

  • Features of Pendo they value the most when compared against competitive solutions:
    • Targeted in-app guidance & messaging
    • NPS & Sentiment analytics
  • How Pendo has impacted the way that their customers engage with their product:
    • Created a more efficient onboarding experience
    • Increased product/feature adoption
    • Improved customer satisfaction and NPS scores
    • Improved in-app communication
    • Improved new feature functionality and adoption
    • Drove conversions and upsell opportunities
    • Reduced the need for engineering resources
  • Improvement realized in the following ways after implementing Pendo:
    • Onboarding time & effort: 5-10%
    • Internal product data usage: greater than 50%

Pendo Case Study

Rail Diary

Introduction

This case study of Rail Diary is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“We have noticed the onboarding process has become a lot easier and have found we can show a client the app once and they are happy to start having a play around with it. The in-app guides are a really handy way of helping the users navigate around the app without a member of our team having to step in.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Feature adoption
    • Reducing support tickets
  • Evaluated the following vendors before selecting Pendo:
    • Gainsight PX
    • AppCues
    • Mixpanel
    • Building their own in-house solution

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Retroactive analytics
    • Targeted in-app guidance & messaging
    • Availability of a single platform for insights and guidance
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Customer Success
    • User Experience/Design
  • Rates the following support service as Best in Class:
    • The quick start onboarding with Pendo professional services

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Reduced support tickets/calls and time to resolution
    • Reduced overhead costs dedicated to onboarding
    • Enabled a smooth transition for legacy customers to adopt new digital platforms
  • Their team has saved 0-5 hours/week since implementing Pendo.

Pendo Customer Fact

Pendo for Health Care Tech

A medium enterprise health care company increased engineer productivity/reduced engineering resources by 5-10% after implementing Pendo.



More to Explore



About Pendo

Pendo is a product cloud that provides user insight, user guidance and user communication for digital product teams. We help product teams deliver software users love.

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