Menu

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 »



252 Customers Surveyed

2,260 Data Points Collected

38 Published TechFacts

4 Published Charts

33 Published Case Studies



Selected Research Highlights


Pendo Case Study

Solar Winds, Inc.

Introduction

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

“Pendo has allowed us to communicate with our customers at a moment’s notice, reducing the amount of work required to inform & inspire our customers. Our Engineering teams have leveraged Pendo metrics for goal setting. We’ve also completely redesigned one of our key products, based on Pendo path data.”

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
    • A lack of insight into customer experience post conversion
    • 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
  • Marketing
  • Engineering/Dev
  • Sales
  • UX/Design
  • Data Science
  • Finance
  • Tools they are using in conjunction with Pendo:
    • CRM tool
    • Marketing automation
    • A customer support platform
    • Knowledge center
    • 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
      • Product usage analytics
      • 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
      • Created a clear journey through our software
      • Decreased time to value with our software
      • Improved customer satisfaction and NPS scores
      • Improved new feature functionality and adoption
      • Drove conversions and upsell opportunities
      • Reduced the need for engineering resources
      • Reduced support tickets
    • The payback period for their investment in Pendo was 12 – 18 months.
    • Improvement realized in the following ways after implementing Pendo:
      • Onboarding time & effort: 11-25%
      • Trial conversion rate: 11-25%
      • Internal product data usage: greater than 50%
    • Since implementing Pendo, their team has saved 10-15 hours/week on average.

    Pendo Customer Research

    What was the payback period for your investment in Pendo?

    1 - 3 months: 33%
    3 - 6 months: 25%
    6 - 9 months: 17%
    9 - 12 months: 8%
    12 - 18 months: 17%

    Pendo Customer Testimonial

    Pendo allows us to educate our users in an intuitive way, ensuring they see key messaging (whether it’s about new features, industry education, or opportunities). We’ve been able to find creative solutions to challenges without using precious developer hours, which is priceless to us.

    Product Marketing Manager, Small Business Real Estate Company

    Pendo Customer Research

    Which functions within your organization leverage Pendo data and/or platform?

    Product
    94%
    Customer Success
    74%
    UX/Design
    57%
    Marketing
    40%
    Engineering/Dev
    33%
    Sales
    13%
    Data Science
    13%
    Finance
    4%

    Pendo Customer Statistic

    Since implementing Pendo, 100% of surveyed Health Care organizations confirmed that their team has saved 20+ hours/week on average.

    100%

    Pendo Case Study

    Large Enterprise Security Products & Services Company

    Introduction

    This case study of a large enterprise security products & 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.

    “Since implementing Pendo, our team has a much better understanding of how our platform is used.”

    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
      • Improving feature adoption
      • Reducing the time and effort required to onboard new customers

    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
    • UX/Design
    • Data Science
  • Tools they are using in conjunction with Pendo:
    • CRM tool
    • A customer support platform
    • Knowledge center
  • 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
    • How Pendo has impacted the way that their customers engage with their product:
      • Increased product/feature adoption
      • Improved in-app communication
      • Improved new feature functionality and adoption
      • Increased retention
    • Improvement realized in the following ways after implementing Pendo:
      • Customer $ARR/Long term value: 5-10%
      • Onboarding time & effort: 5-10%
      • Internal product data usage: greater than 50%


    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