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 »



347 Customers Surveyed

3,095 Data Points Collected

69 Published TechFacts

6 Published Charts

48 Published Case Studies



Selected Research Highlights


Pendo Customer Fact

After implementing Pendo, SolarWinds, Inc. saw a 11-25% improvement in onboarding time & effort.

Pendo Customer Research

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

Targeted in-app guidance & messaging
76%
Product usage analytics
70%
Retroactive analytics
55%
NPS & Sentiment analytics
47%

Pendo Customer Statistic

After implementing Pendo, 100% of surveyed organizations who partnered with Pendo to improve retention saw a up to 5% improvement in reducing customer churn.

100%

Pendo Customer Research

How has Pendo impacted the way that your customers engage with your product?

Improved in-app communication
75%
Increased product/feature adoption
62%
Improved new feature functionality and adoption
49%
Created a more efficient onboarding experience
35%
Created a clear journey through our software
31%
Reduced the need for engineering resources
25%
Reduced support tickets
25%
Improved customer satisfaction and NPS scores
22%
Increased retention
20%
Drove conversions and upsell opportunities
13%
Enabled smooth transition for legacy customers to adopt new digital platforms
11%
Decreased time to value with our software
9%

Pendo Case Study

Large Enterprise Computer Software Company

Introduction

This case study of a large enterprise computer software 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.

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
    • Reducing the time and effort required to onboard new customers
    • Saving engineering resources
    • Reducing support tickets
  • Vendor evaluated or replaced prior to selecting Pendo:
    • Google Analytics

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
  • Tools they are using in conjunction with Pendo:
    • CRM tool
    • Customer success management platform
    • Marketing automation
    • A customer support platform
    • Knowledge center
    • A customer advocacy 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
    • Product usage analytics
    • Data extensibility
  • How Pendo has impacted the way that their customers engage with their product:
    • Created a more efficient onboarding experience
    • Increased product/feature adoption
    • Improved in-app communication
    • Reduced the need for engineering resources
  • Improvement realized in the following ways after implementing Pendo:

Pendo Case Study

Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care 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.

We find value in Pendo onboarding functionality and the ability to automate FAQs. We also mine user data for all kinds of unpredictable needs (from looking at the lack of use of a feature to finding out when a user performed a specific action in question, to seeing exactly what the user tried on their own before they entered a support ticket).

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
    • A lack of insight into customer experience post conversion
    • Improving feature adoption
    • Reducing the time and effort required to onboard new customers
    • 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
  • Sales
  • Tools they are using in conjunction with Pendo:
    • A customer support platform
  • 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:
      • Created a more efficient onboarding experience
      • Reduced support tickets
    • Improvement realized in the following ways after implementing Pendo:
      • Onboarding time & effort: 26-50%
      • Internal product data usage: greater than 50%
    • Since implementing Pendo, their team has saved 5-10 hours/week on average.


    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