Pendo OverviewDelivering enterprise-wide value

What is Pendo?Put simply, Pendo helps you deliver a great customer experience. We extend your product to capture all user behavior, gather feedback, and provide contextual help.

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Pendo was founded by product leaders from Google, Rally Software, Cisco, and RedHat. Like product managers everywhere they were constantly trying to improve the customer experience in their applications, but they struggled to really understand and influence user behavior.

So they created a new kind of software, one that extends your product to capture user behavior, gather feedback, and guide users – completely independent of engineering and the product release cycle.

TODD OLSON ERIK TROAN ERIC BODUCH RAHUL JAIN

The Foundation: Data

With just a small JavaScript snippet added to your application, Pendo begins to capture every single click and pageview in your application. You can pass Pendo additional user details like role, plan level, and revenue for additional context.

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Use Pendo Data to Understand & Guide UsersAll of the data captured by Pendo is accessible anytime for detailed analysis of user behavior, and highly-targeted outreach directly in your application.

AnalyticsMeasure detailed customer,

feature, and page usage

Onboarding & GuidesDeliver contextual help to simplify

the user experience

Polls & NPSSurvey users in-app for highly

relevant feedback

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Customer SuccessIncrease customer visibility and

reduce support and education costs

MarketingIdentify advocates and execute up-sell / cross-sell campaigns

EngineeringMonitor usage volume and

performance to get ahead of potential issues

Product ManagementFocus resources on the features

that really provide value

User ExperienceSee where users struggle and

optimize the experience without development

SalesOptimize the trial experience

and increase conversions

Pendo Means Value Pendo’s unique capabilities provide significant value across the organization

Executive LeadershipBring product data to strategy

discussions and board presentations

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Product Management• Drive feature adoption and grow

product usage

• Optimize development resources to focus on the features that add value

• Reach out to users in-app for highly relevant feedback

• Launch experiments and measure results without additional development work

With Pendo, we know exactly what drives usage and, when we add new features, we can quickly

see if they get adopted or not. Pendo’s stats have become one of the key component of our product roadmap as we have data to decide on what to kill, what to keep and what direction we

should take.

EMERIC ERNOULT, FOUNDER AND CEO

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User Experience• Resolve multiple user paths and streamline

the experience

• Identify where users struggle to effectively complete tasks

• Offer contextual help to users that need it without cluttering the UX

• Augment user tests with detailed usage data at scale

After we launched the new dashboard, we noticed that a number of users were going

around it to the old pages. With Pendo, we could see who they were and how they were getting

there. We were able to reach out and learn why they were still using the old pages.

AMY ANDRIANO, PRODUCT EXPERIENCE MANAGER

We segmented accounts based on their NPS responses. People that went through the

onboarding process more quickly were clearly happier. This caused us to double-down on accelerating that process for our customers.

That way our customers start getting value from TrendKite even more quickly.

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Customer Success• Include detailed usage data in 360-degree

customer health scoring

• Get feedback and NPS scores in-app for2x - 4x higher response rates

• Identify the behaviors of the most satisfied and least satisfied users

• Target outreach and in-app help based on usage signals to reduce support tickets

• Integrate data in CS workflows through CRM integration BECKY BANASIK, VP CUSTOMER SUCCESS

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Engineering• Bring together usage and page-load data

for an integrated view of performance from the client-side

• Proactively reach out to customers before they report performance issues

• Identify and prioritize areas for product improvement

• Monitor SaaS usage volume for capacity planning

Ultimately for us it’s about being proactive. We review the application usage and performance

at our weekly operations meeting to guide which clients we want to reach out to. It’s great to be able to address customer issues this way. Very few companies at our size and scale can

get ahead of the curve on things like this.

DARRELL BURGAN, VP DEVELOPMENT

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Executive Leadership• Back-up strategic decisions with user

research, and product usage data

• Analyze customers to identify high-value segments to target

• Share product performance, NPS scores, and other feedback in board presentations

CRM usage, especially, is an important predictor for us. The other day our CMO asked me about

usage for this segment. I just cut and pasted the chart from Pendo’s dashboard in our chat. In a way, these widgets have become an internal

language for us. We added Pendo reports about feature usage in our last board presentation.

GAL JOSEFSBERG, VP PRODUCT MANAGEMENT & PRODUCT MARKETING

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Marketing• Segment users for highly targeted outreach

and offers in the application

• Extend up-sell and cross-sell campaigns based on user behavior

• Identify and engage potential advocates and case studies

• Ensure product pricing aligns with customer usage and perceived value

We run local roadshows for our customers and benefit from being able to segment our

customers by location in Pendo. This allows us to target our customers in app with highly relevant news and insight related to their location, and in

return we see higher registration rates.

MICHAEL OWSLEY, PRODUCT MARKETING

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Sales• Accelerate user onboarding and enable

self-service trials with automated guidance

• Identify and educate users on features most closely tied to trial conversion

• Monitor trial customer engagement and customize outreach based on product usage

With Pendo we have been able to tailor the onboarding experience to walk users through

features that are relevant to them, and will provide the most value. Since launching the

onboarding guides we’ve doubled the number of investors signing-up for additional features, and

grown our returning monthly visitors by 70%.

AUSTIN TEAGUE, DIRECTOR OF GROWTH MARKETING

www.pendo.io