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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 »



342 Customers Surveyed

3,057 Data Points Collected

63 Published TechFacts

6 Published Charts

48 Published Case Studies



Selected Research Highlights


Pendo Customer Research

94% of surveyed Customers use Pendo in conjunction with other tools.

What other tools are you using in conjunction with Pendo?
CRM tool
66%
Knowledge center
50%
Customer support platform
46%
Marketing automation
39%
Customer success management platform
30%
BI tool
29%
Data Lake/Warehouse
18%
Customer Advocacy tool
7%

Pendo Case Study

Global 500 Professional Services Company

Introduction

This case study of a Global 500 professional services company is based on a February 2019 survey of Pendo customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Pendo provides a new twist in collecting user behavior analytics, simplifying the entire process and combining quantitative and qualitative insights.”

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
    • An inability to tie customer usage and sentiment to overall health score
    • Improving feature adoption
    • Reducing the time and effort required to onboard new customers
    • Converting trial users to paid
    • Improving retention
    • Saving engineering resources
    • Reducing support tickets

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
  • Engineering/Dev
  • UX/Design
  • Data Science
  • Tools they are using in conjunction with Pendo:
    • A customer support platform
    • 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:
      • Retroactive analytics
      • Targeted in-app guidance & messaging
      • Product usage analytics
      • NPS & Sentiment analytics
      • Data extensibility
      • Ease of use
    • How Pendo has impacted the way that their customers engage with their product:
      • Created a more efficient onboarding experience
      • Increased product/feature adoption
      • Created a clear journey through our software
      • Improved customer satisfaction and NPS scores
      • Improved new feature functionality and adoption
    • The payback period for their investment in Pendo was 3 – 6 months.
    • Improvement realized in the following ways after implementing Pendo:
    • Since implementing Pendo, their team has saved 5-10 hours/week on average.

    Pendo Customer Testimonial

    With Pendo, everyone has access to platform usage metrics and we all have a better understanding of which accounts are more active, who are our super-users and which customers need special attention and/or more hand-holding.
    In-app communication is seamless and very easy.

    Product Marketing Manager, Medium Enterprise Computer Software Company

    Pendo Customer Research

    Business Outcomes Driven by Pendo

    After implementing Pendo, what percentage improvement did you see in the following areas?

    Greater than 50% 26-50% 11-25% 5-10% Up to 5%
    Reduction in customer churn

    4%

    9%

    23%

    28%

    36%

    Customer $ARR/Long term value

    3%

    7%

    22%

    34%

    34%

    Onboarding time & effort

    7%

    17%

    21%

    29%

    26%

    Trial conversion rate

    13%

    8%

    33%

    21%

    25%

    Internal product data usage

    47%

    19%

    18%

    13%

    3%

    Pendo Case Study

    Medium Enterprise Media Company

    Introduction

    This case study of a medium enterprise industrial manufacturing company is based on a February 2019 survey of Pendo customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

    “Pendo has allowed us to quickly and easily create walkthoughs and guides for some of the more complex features we have implemented. This has helped reduce support calls on these new features. As we continue to enhance our product, polls and existing feature analysis have been helpful in driving the direction we take for future development.”

    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:
      • Reducing the time and effort required to onboard new customers
      • 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:
    • Engineering/Dev
  • Tools they are using in conjunction with Pendo:
    • CRM tool
    • Marketing automation
    • A customer support platform
    • BI tool
  • Results

    The surveyed company achieved the following results with Pendo:

    • Features of Pendo they value the most when compared against competitive solutions:
      • Retroactive analytics
      • Targeted in-app guidance & messaging
    • How Pendo has impacted the way that their customers engage with their product:
      • Reduced the need for engineering resources
    • Improvement realized in the following ways after implementing Pendo:
    • Since implementing Pendo, their team has saved 0-5 hours/week on average.

    Pendo Customer Statistic

    Within their organization, 100% of surveyed organizations who confirmed that their customer success team leverages Pendo data and/or the platform said they saw improved customer satisfaction and NPS scores.

    100%


    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.

      Pendo Website