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 »



421 Customers Surveyed

3,714 Data Points Collected

82 Published TechFacts

7 Published Charts

57 Published Case Studies



Selected Research Highlights


Pendo Customer Testimonial

Since using Pendo, we have seen a greater level of trust and buy-in to our projects because we have visibility into user insights. We have also have been able to break old habits of only using email to communicate to our customers. Pendo has allowed us to become more creative overall.

Product Management Manager, Medium Enterprise Computer Software Company

Pendo Customer Statistic

65% of surveyed enterprise customers reduced support costs by 5-10% or more after implementing Pendo.

65%

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.

“With its ease of use, Pendo helps put the deployment and usage of web UI tracking directly into the hands of product owners most interested in them, freeing up resources from the technical teams that would typically be responsible for implementing them.”

Challenges

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

  • Vendor evaluated or replaced prior to selecting Pendo:
    • Google Analytics

Use Case

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

  • Function within their organization that leverage Pendo data and/or platform:
    • Product
  • Tool they are using in conjunction with Pendo:
    • 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
    • Product usage analytics
    • NPS & Sentiment analytics

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 Case Study

Elsevier, Inc

Introduction

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

“We no longer need to get in the marketing queue 2 weeks prior to when we want to contact clients because we can do so in-app immediately, without development resources. We have built a more reliable customer contact database for product and UX to leverage. We have a better understanding of how our clients are using our products, which has enabled us to make data-driven product decisions.”

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
    • A lack of insight into customer experience post conversion
    • Improving feature adoption
    • Improving retention
  • Vendors evaluated or replaced prior to selecting Pendo:
    • Google Analytics
    • No other vendors, they use an in-house solution

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
  • Tools they are using in conjunction with Pendo:
    • CRM tool
    • A customer support platform
    • Knowledge center
    • A data Lake/Warehouse
    • Adobe Analytics
  • 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:
      • Increased product/feature adoption
      • Created a clear journey through our software
      • Improved customer satisfaction and NPS scores
      • Improved in-app communication
      • Improved new feature functionality and adoption
      • Increased retention
      • Reduced the need for engineering resources
      • Reduced support tickets
      • Reduced confusion about product releases because we could target our communication to the customer segment impacted.
    • Improvement realized in the following ways after implementing Pendo:
      • Onboarding time & effort: 5-10%
      • Internal product data usage: greater than 50%
    • Since implementing Pendo, their team has saved 15-20 hours/week on average.


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    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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