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font-bold font-sora leading-snug text-26 lg:text-36 font-bold font-sora !leading-tight z-10 relative "> <a class="text-black !text-white !pl-0 mb-8 hover:!text-white" href="https://www.pendo.io/pendo-blog/how-to-grow-your-product/" > <span>How to grow your product in 2025</span> </a> </h4> <a role="button" class="transition-all cursor-pointer outline-none inline-flex items-center justify-center no-underline text-center font-bold rounded-100 whitespace-nowrap max-h-[60px] hover:no-underline focus:no-underline disabled:cursor-not-allowed disabled:opacity-40 !text-white !pl-0 !text-left" href="https://www.pendo.io/pendo-blog/how-to-grow-your-product/" id="" data-glide-dir="" data-toggled="" data-prefix="" > <span>Read story</span> <div class="inline-flex align-center justify-center relative h-3 w-3 ml-1 group-hover:ml-2 transition-all duration-200"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> <div class="absolute -bottom-16 -rotate-[20deg] -right-10 group-hover:-bottom-15 group-hover:-right-8 group-hover:scale-105 transition-all duration-200 z-0"> <svg class="w-[300px]" viewBox="0 0 1128 678" fill="none" xmlns="http://www.w3.org/2000/svg"> <path opacity="0.25" d="M215.385 244.967C130.158 223.941 31.7811 260.634 0.642292 386.853L974.752 677.248C1069.53 507.944 1206.61 197.295 1069.13 122.471C992.304 80.6556 920.414 138.035 904.465 202.684C837.071 65.2201 702.907 -17.9558 589.605 4.16926C436.247 34.1164 411.574 287.199 435.734 407.102C390.693 360.066 283.566 261.788 215.385 244.967Z" fill="#C6C1DB" fill-opacity="1"/> </svg> </div> </div> </li> </ul> </div> <div class="c-primary-nav__subnav--secondary lg:pl-11"> <div class="admin-tools text-black relative"> <ul class="mb-6"> <li class="border-b border-[#C6C1DB] py-6 first:pt-0 block"> <a class="items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] pr-20 cursor-pointer no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="https://www.pendo.io/pendo-blog/how-to-deflect-support-tickets-at-scale-and-cut-costs-with-pendo/" target="_self" > <span>How to deflect support tickets at scale—and cut costs—with Pendo</span> <div class="inline-flex align-center justify-center relative h-4 w-4 ml-4 !absolute right-[30px] !block"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> </li> <li class="border-b border-[#C6C1DB] py-6 first:pt-0 block"> <a class="items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] pr-20 cursor-pointer no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="https://www.pendo.io/pendo-blog/user-retention-rate-benchmarks/" target="_self" > <span>SaaS churn and user retention rates: 2025 global benchmarks</span> <div class="inline-flex align-center justify-center relative h-4 w-4 ml-4 !absolute right-[30px] !block"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> </li> <li class="border-b border-[#C6C1DB] py-6 first:pt-0 block"> <a class="items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] pr-20 cursor-pointer no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="https://www.pendo.io/pendo-blog/how-to-grow-your-product/" target="_self" > <span>How to grow your product in 2025</span> <div class="inline-flex align-center justify-center relative h-4 w-4 ml-4 !absolute right-[30px] !block"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> </li> </ul> <a role="button" class="transition-all cursor-pointer outline-none inline-flex items-center justify-center no-underline text-center font-bold rounded-100 whitespace-nowrap max-h-[60px] hover:no-underline focus:no-underline disabled:cursor-not-allowed disabled:opacity-40 transition-all cursor-pointer outline-none inline-flex items-center justify-end no-underline text-center font-bold rounded-100 whitespace-nowrap max-h-[60px] hover:no-underline focus:no-underline disabled:cursor-not-allowed disabled:opacity-40 text-18 px-8 py-4 bg-white hover:bg-[#E8E8FC] border-2 !text-purpleDark-3 hover:text-[#1F104C] active:border-2 disabled:border-gray-3" href="/pendo-blog/best-practices/" id="" data-glide-dir="" data-toggled="" data-prefix="" > <span>More stories in best practices</span> <div class="inline-flex align-center justify-center relative h-6 w-6 ml-4"> <svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <rect width="24" height="24" rx="12" fill="#DE2864"/> <path d="M7.11084 12H16.8886" stroke="white" stroke-width="1.6" stroke-linecap="round" stroke-linejoin="round"/> <path d="M12.6108 7.72241L16.8886 12.0002L12.6108 16.278" stroke="white" stroke-width="1.6" stroke-linecap="round" stroke-linejoin="round"/> </svg> </div> </a> </div> </div> </div> </div> </li> <li class="c-primary-nav__list-item js-hover" data-prefix="overlay" data-toggled="body"> <a class="nav-dropdown-link items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="/pendo-blog/perspectives/" target="_self"> <span>Perspectives</span> </a> <div class="c-primary-nav__subnav c-primary-nav__subnav--2col bg-[#f2f4fc] lg:border-purpleDark-0 border z-60"> <div class="c-primary-nav__subnav-container"> <div class="c-primary-nav__subnav--primary lg:pr-11 lg:border-r lg:pl-24 lg:border-purpleDark-0"> <ul class="c-primary-nav__subnav-list"> <li class="c-primary-nav__subnav-item"> <div class="bg-magenta-4 p-8 rounded-12 w-full group card-subnav-featured relative overflow-hidden"> <div class="mx-auto w-full leading-normal pointer-events-auto space-y-5 text-white opacity-50 font-bold mb-4"> Must read </div> <h4 class="not-italic tracking-tight font-bold font-sora leading-snug text-26 lg:text-36 font-bold font-sora !leading-tight z-10 relative "> <a class="text-black !text-white !pl-0 mb-8 hover:!text-white" href="https://www.pendo.io/pendo-blog/lexisnexis-standardization-governance/" > <span>LexisNexis’s 4 best practices for standardization and governance with Pendo</span> </a> </h4> <a role="button" class="transition-all cursor-pointer outline-none inline-flex items-center justify-center no-underline text-center font-bold rounded-100 whitespace-nowrap max-h-[60px] hover:no-underline focus:no-underline disabled:cursor-not-allowed disabled:opacity-40 !text-white !pl-0 !text-left" href="https://www.pendo.io/pendo-blog/lexisnexis-standardization-governance/" id="" data-glide-dir="" data-toggled="" data-prefix="" > <span>Read story</span> <div class="inline-flex align-center justify-center relative h-3 w-3 ml-1 group-hover:ml-2 transition-all duration-200"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> <div class="absolute -bottom-16 -rotate-[20deg] -right-10 group-hover:-bottom-15 group-hover:-right-8 group-hover:scale-105 transition-all duration-200 z-0"> <svg class="w-[300px]" viewBox="0 0 1128 678" fill="none" xmlns="http://www.w3.org/2000/svg"> <path opacity="0.25" d="M215.385 244.967C130.158 223.941 31.7811 260.634 0.642292 386.853L974.752 677.248C1069.53 507.944 1206.61 197.295 1069.13 122.471C992.304 80.6556 920.414 138.035 904.465 202.684C837.071 65.2201 702.907 -17.9558 589.605 4.16926C436.247 34.1164 411.574 287.199 435.734 407.102C390.693 360.066 283.566 261.788 215.385 244.967Z" fill="#C6C1DB" fill-opacity="1"/> </svg> </div> </div> </li> </ul> </div> <div class="c-primary-nav__subnav--secondary lg:pl-11 text-black"> <ul class="mb-6"> <li class="border-b border-[#C6C1DB] py-6 first:pt-0 relative block"> <a class="items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] pr-20 cursor-pointer no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="https://www.pendo.io/pendo-blog/thomson-reuters-analytics-framework/" target="_self" > <span>Thomson Reuters’ 5-step framework to measuring the value of analytics</span> <div class="inline-flex align-center justify-center relative h-4 w-4 ml-4 !absolute right-[30px] !block"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> </li> <li class="border-b border-[#C6C1DB] py-6 first:pt-0 relative block"> <a class="items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] pr-20 cursor-pointer no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="https://www.pendo.io/pendo-blog/a-year-of-innovation/" target="_self" > <span>A year of innovation at Pendo: 2024 by the numbers</span> <div class="inline-flex align-center justify-center relative h-4 w-4 ml-4 !absolute right-[30px] !block"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> </li> <li class="border-b border-[#C6C1DB] py-6 first:pt-0 relative block"> <a class="items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] pr-20 cursor-pointer no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="https://www.pendo.io/pendo-blog/new-years-resolutions/" target="_self" > <span>7 New Year’s resolutions to take your product career up and to the right 📈</span> <div class="inline-flex align-center justify-center relative h-4 w-4 ml-4 !absolute right-[30px] !block"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> </li> </ul> <a role="button" class="transition-all cursor-pointer outline-none inline-flex items-center justify-center no-underline text-center font-bold rounded-100 whitespace-nowrap max-h-[60px] hover:no-underline focus:no-underline disabled:cursor-not-allowed disabled:opacity-40 transition-all cursor-pointer outline-none inline-flex items-center justify-center no-underline text-center font-bold rounded-100 whitespace-nowrap max-h-[60px] hover:no-underline focus:no-underline disabled:cursor-not-allowed disabled:opacity-40 text-18 px-8 py-4 bg-white hover:bg-[#E8E8FC] border-2 !text-purpleDark-3 hover:text-[#1F104C] active:border-2 disabled:border-gray-3" href="/pendo-blog/perspectives/" id="" data-glide-dir="" data-toggled="" data-prefix="" > <span>More stories in perspectives</span> <div class="inline-flex align-center justify-center relative h-6 w-6 ml-4"> <svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <rect width="24" height="24" rx="12" fill="#DE2864"/> <path d="M7.11084 12H16.8886" stroke="white" stroke-width="1.6" stroke-linecap="round" stroke-linejoin="round"/> <path d="M12.6108 7.72241L16.8886 12.0002L12.6108 16.278" stroke="white" stroke-width="1.6" stroke-linecap="round" stroke-linejoin="round"/> </svg> </div> </a> </div> </div> </div> </li> <li class="c-primary-nav__list-item js-hover" data-prefix="overlay" data-toggled="body"> <a class="nav-dropdown-link items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="/pendo-blog/profiles/" target="_self"> <span>Profiles</span> </a> <div class="c-primary-nav__subnav c-primary-nav__subnav--2col bg-[#f2f4fc] lg:border-purpleDark-0 border z-60"> <div class="c-primary-nav__subnav-container"> <div class="c-primary-nav__subnav--primary lg:pr-11 lg:border-r lg:pl-24 lg:border-purpleDark-0"> <ul class="c-primary-nav__subnav-list"> <li class="c-primary-nav__subnav-item"> <div class="bg-magenta-4 p-8 rounded-12 w-full group card-subnav-featured relative overflow-hidden"> <div class="mx-auto w-full leading-normal pointer-events-auto space-y-5 text-white opacity-50 font-bold mb-4"> Must read </div> <h4 class="not-italic tracking-tight font-bold font-sora leading-snug text-26 lg:text-36 font-bold font-sora !leading-tight z-10 relative "> <a class="text-black !text-white !pl-0 mb-8 hover:!text-white" href="https://www.pendo.io/pendo-blog/pendo-puts-pendo-to-the-test-reducing-saas-spend-by-30/" > <span>Pendo puts Pendo to the test, reducing SaaS spend by 30%</span> </a> </h4> <a role="button" class="transition-all cursor-pointer outline-none inline-flex items-center justify-center no-underline text-center font-bold rounded-100 whitespace-nowrap max-h-[60px] hover:no-underline focus:no-underline disabled:cursor-not-allowed disabled:opacity-40 !text-white !pl-0 !text-left" href="https://www.pendo.io/pendo-blog/pendo-puts-pendo-to-the-test-reducing-saas-spend-by-30/" id="" data-glide-dir="" data-toggled="" data-prefix="" > <span>Read story</span> <div class="inline-flex align-center justify-center relative h-3 w-3 ml-1 group-hover:ml-2 transition-all duration-200"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> <div class="absolute -bottom-16 -rotate-[20deg] -right-10 group-hover:-bottom-15 group-hover:-right-8 group-hover:scale-105 transition-all duration-200 z-0"> <svg class="w-[300px]" viewBox="0 0 1128 678" fill="none" xmlns="http://www.w3.org/2000/svg"> <path opacity="0.25" d="M215.385 244.967C130.158 223.941 31.7811 260.634 0.642292 386.853L974.752 677.248C1069.53 507.944 1206.61 197.295 1069.13 122.471C992.304 80.6556 920.414 138.035 904.465 202.684C837.071 65.2201 702.907 -17.9558 589.605 4.16926C436.247 34.1164 411.574 287.199 435.734 407.102C390.693 360.066 283.566 261.788 215.385 244.967Z" fill="#C6C1DB" fill-opacity="1"/> 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d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> </li> <li class="border-b border-[#C6C1DB] py-6 first:pt-0 relative block"> <a class="items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] pr-20 cursor-pointer no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="https://www.pendo.io/pendo-blog/how-pendos-data-science-team-designed-a-custom-whole-product-score-with-pendo-data/" target="_self" > <span>How Pendo’s data science team designed a custom Whole Product Score with Pendo data</span> <div class="inline-flex align-center justify-center relative h-4 w-4 ml-4 !absolute right-[30px] !block"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> </li> <li class="border-b border-[#C6C1DB] py-6 first:pt-0 relative block"> <a class="items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] pr-20 cursor-pointer no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="https://www.pendo.io/pendo-blog/how-pendo-discover-helps-product-design-teams-become-more-customer-centric/" target="_self" > <span>How Pendo Listen helps product design teams become more customer-centric</span> <div class="inline-flex align-center justify-center relative h-4 w-4 ml-4 !absolute right-[30px] !block"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> </li> </ul> <a role="button" class="transition-all cursor-pointer outline-none inline-flex items-center justify-center no-underline text-center font-bold rounded-100 whitespace-nowrap max-h-[60px] hover:no-underline focus:no-underline disabled:cursor-not-allowed disabled:opacity-40 transition-all cursor-pointer outline-none inline-flex items-center justify-center no-underline text-center font-bold rounded-100 whitespace-nowrap max-h-[60px] hover:no-underline focus:no-underline disabled:cursor-not-allowed disabled:opacity-40 text-18 px-8 py-4 bg-white hover:bg-[#E8E8FC] border-2 !text-purpleDark-3 hover:text-[#1F104C] active:border-2 disabled:border-gray-3" href="/pendo-blog/profiles/" id="" data-glide-dir="" data-toggled="" data-prefix="" > <span>More stories in profiles</span> <div class="inline-flex align-center justify-center relative h-6 w-6 ml-4"> <svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <rect width="24" height="24" rx="12" fill="#DE2864"/> <path d="M7.11084 12H16.8886" stroke="white" stroke-width="1.6" stroke-linecap="round" stroke-linejoin="round"/> <path d="M12.6108 7.72241L16.8886 12.0002L12.6108 16.278" stroke="white" stroke-width="1.6" stroke-linecap="round" stroke-linejoin="round"/> </svg> </div> </a> </div> </div> </div> </li> <li class="c-primary-nav__list-item js-hover" data-prefix="overlay" data-toggled="body"> <a class="nav-dropdown-link items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="/pendo-blog/news/" target="_self"> <span>News</span> </a> <div class="c-primary-nav__subnav c-primary-nav__subnav--2col bg-[#f2f4fc] lg:border-purpleDark-0 border z-60"> <div class="c-primary-nav__subnav-container"> <div class="c-primary-nav__subnav--primary lg:pr-11 lg:border-r lg:pl-24 lg:border-purpleDark-0"> <ul class="c-primary-nav__subnav-list"> <li class="c-primary-nav__subnav-item"> <div class="bg-magenta-4 p-8 rounded-12 w-full group card-subnav-featured relative overflow-hidden"> <div class="mx-auto w-full leading-normal pointer-events-auto space-y-5 text-white opacity-50 font-bold mb-4"> Must read </div> <h4 class="not-italic tracking-tight font-bold font-sora leading-snug text-26 lg:text-36 font-bold font-sora !leading-tight z-10 relative "> <a class="text-black !text-white !pl-0 mb-8 hover:!text-white" href="https://www.pendo.io/pendo-blog/a-year-of-innovation/" > <span>A year of innovation at Pendo: 2024 by the numbers</span> </a> </h4> <a role="button" class="transition-all cursor-pointer outline-none inline-flex items-center justify-center no-underline text-center font-bold rounded-100 whitespace-nowrap max-h-[60px] hover:no-underline focus:no-underline disabled:cursor-not-allowed disabled:opacity-40 !text-white !pl-0 !text-left" href="https://www.pendo.io/pendo-blog/a-year-of-innovation/" id="" data-glide-dir="" data-toggled="" data-prefix="" > <span>Read story</span> <div class="inline-flex align-center justify-center relative h-3 w-3 ml-1 group-hover:ml-2 transition-all duration-200"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> <div class="absolute -bottom-16 -rotate-[20deg] -right-10 group-hover:-bottom-15 group-hover:-right-8 group-hover:scale-105 transition-all duration-200 z-0"> <svg class="w-[300px]" viewBox="0 0 1128 678" fill="none" xmlns="http://www.w3.org/2000/svg"> <path opacity="0.25" d="M215.385 244.967C130.158 223.941 31.7811 260.634 0.642292 386.853L974.752 677.248C1069.53 507.944 1206.61 197.295 1069.13 122.471C992.304 80.6556 920.414 138.035 904.465 202.684C837.071 65.2201 702.907 -17.9558 589.605 4.16926C436.247 34.1164 411.574 287.199 435.734 407.102C390.693 360.066 283.566 261.788 215.385 244.967Z" fill="#C6C1DB" fill-opacity="1"/> </svg> </div> </div> </li> </ul> </div> <div class="c-primary-nav__subnav--secondary lg:pl-11 text-black"> <ul class="mb-6"> <li class="border-b border-[#C6C1DB] py-6 first:pt-0 relative block"> <a class="items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] pr-20 cursor-pointer no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="https://www.pendo.io/pendo-blog/introducing-the-2024-pendo-customer-award-winners/" target="_self" > <span>Introducing the 2024 Pendo Customer Award winners</span> <div class="inline-flex align-center justify-center relative h-4 w-4 ml-4 !absolute right-[30px] !block"> <svg class="fill-current" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"> <path d="M20.58,12.55s0,.01-.01,.02l-7,7c-.16,.16-.36,.23-.57,.23s-.41-.08-.57-.23c-.31-.31-.31-.82,0-1.13l5.63-5.63H4c-.44,0-.8-.36-.8-.8s.36-.8,.8-.8h14.07l-5.63-5.63c-.31-.31-.31-.82,0-1.13,.31-.31,.82-.31,1.13,0l7,7s0,.01,.01,.02c.07,.07,.12,.15,.16,.24,.08,.2,.08,.42,0,.61-.04,.09-.09,.17-.16,.24Z" stroke="currentColor" stroke-width="1.5"/> </svg> </div> </a> </li> <li class="border-b border-[#C6C1DB] py-6 first:pt-0 relative block"> <a class="items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] pr-20 cursor-pointer no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-sora font-bold text-15" href="https://www.pendo.io/pendo-blog/reliving-pendomonium-2024-day-two-highlights/" target="_self" > <span>Reliving Pendomonium 2024: Day two highlights</span> <div class="inline-flex align-center justify-center relative h-4 w-4 ml-4 !absolute right-[30px] !block"> <svg 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background-size:cover; background-position:center -50px; background-repeat:no-repeat; } .sidebar-pendo-promo svg path { stroke: #b52eb1; } [data-label="wysiwyg"] blockquote { left: 50%; padding: 100px 0; margin-top:4rem; margin-bottom:4rem; margin-left: -50vw; margin-right: -50vw; max-width: 100vw; position: relative; right: 50%; width: 100vw; background-color: #b52eb11A; } [data-label="wysiwyg"] blockquote p { opacity: 1; width:calc(100vw - 45%); text-align:center; margin:0 auto; font-family: 'Sora', sans-serif; line-height:1.2; font-size:48px; font-weight:700; margin-bottom:0; color:#b52eb1; } [data-label="wysiwyg"] blockquote p cite { opacity: 1; text-align:center; font-size:18px; font-weight:bold; margin-top:32px; line-height:1.5; display:block; font-style: normal; color:#b52eb1; } </style> <section data-label="article-hero-centered" class="bg-[#b52eb1] text-white relative overflow-hidden article-hero-centered-bg"> <div class="mx-auto"> <div class="grid grid-cols-1 gap-8"> <div class="flex items-center py-28 px-8 lg:px-16 max-w-7xl mx-auto text-center"> <div> <div class="mx-auto w-full leading-normal pointer-events-auto space-y-5 font-inter normal-case opacity-60 mb-8 text-18 font-bold"> Best Practices </div> <h1 class="not-italic tracking-tight font-bold font-sora leading-tight text-36 lg:text-56 mb-8 "> <span>How to use Pendo to reduce the burden on your support team</span> </h1> <div class="mx-auto w-full leading-normal pointer-events-auto space-y-5 text-18 font-bold"> By <a class='underline' href='https://www.pendo.io/pendo-blog/blog-authors/sara-mccarthy/'>Sara McCarthy</a> </div> </div> </div> </div> </div> </section> <section data-label="article-body"> <div class="mx-auto my-16 max-w-[1600px]"> <div class="grid grid-cols-12 gap-8"> <div class="col-span-12 lg:col-span-3 px-6 md:px-12 lg:px-0"> <div class="mx-auto w-full leading-normal pointer-events-auto space-y-5 font-bold text-18 hidden lg:block lg:pl-20"> 5m read </div> <div class="mx-auto w-full leading-normal pointer-events-auto space-y-5 font-bold text-18 mb-2 lg:mb-8 lg:pl-20"> <span class='font-normal'>Published</span> Aug 31, 2022 </div> </div> <div class="col-span-12 px-6 md:px-12 lg:px-0 lg:col-span-6 text-18" data-label="wysiwyg" data-pendo-content="main-content"> <div class="max-w-prose mx-auto"> <div> <p><span style="font-weight: 400;">While an unpleasant or confusing product experience can be frustrating as a user, the software providers on the other end of these experiences aren’t doing much better. Just think: an influx of support calls, a constant stream of support tickets, and unhappy customers. What tend to be small (and repetitive) help inquiries add up to a lot of time for your customer support team—time that would be better spent on the most critical support cases.</span></p> <p><span style="font-weight: 400;">Rather than relying on traditional support models that require a 1:1 approach, the best companies use in-app messages or resources embedded within their product itself to proactively address common customer queries. A recent </span><a href="https://www.pendo.io/product-led/the-business-value-of-being-product-led/"><span style="font-weight: 400;">report</span></a><span style="font-weight: 400;"> found that <strong>companies that leverage this self-service strategy</strong> </span><b>reduce support ticket volumes by an average of 15%</b><span style="font-weight: 400;">.</span></p> <p><span style="font-weight: 400;">Wondering how to get started? With Pendo, you can use product analytics to understand exactly where users are struggling, then quickly take action with in-app guides that provide context and clarity around complicated features or workflows. This allows teams to deliver in-app support at scale without driving up headcount costs. It’s a win-win: Users don’t have to leave the product to get their questions answered, and your customer support team no longer has to dedicate resources to these smaller support inquiries.</span></p> <p><span style="font-weight: 400;">Below, we share three ways to utilize Pendo to bring support inside your product and save your support team time and resources.</span></p> <h3>1. Analytics: Understand where users need help</h3> <p><span style="font-weight: 400;">The first step to improving users’ experience with your product is understanding where they’re getting stuck or having trouble. When paired with support ticket data, product usage data in Pendo can help you </span><a href="https://www.pendo.io/10-questions-you-can-answer-with-pendo-data/"><span style="font-weight: 400;">answer important questions</span></a><span style="font-weight: 400;"> about your users that can then inform how you intervene. As you dig into your Pendo data, consider these questions:</span></p> <ul> <li style="list-style-type: none;"> <ul> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">What behaviors do the users who contact support have in common?</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">What are users doing right before they seek out help?</span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Are there specific workflows that users are failing to complete?</span></li> </ul> </li> </ul> <p><span style="font-weight: 400;">From there, use Paths and Funnels to narrow in on how users are moving through your app—are they navigating it the way it was intended, or are they finding workarounds? </span><a href="https://support.pendo.io/hc/en-us/articles/360049997812-Paths-Overview"><span style="font-weight: 400;">Paths</span></a><span style="font-weight: 400;"> reveal the sequence of actions users took before or after a target event, whereas </span><a href="https://support.pendo.io/hc/en-us/articles/360031863292-Funnels"><span style="font-weight: 400;">Funnels</span></a><span style="font-weight: 400;"> allow you to measure how customers move through a defined series of steps. </span></p> <div class="wistia_responsive_padding" style="padding: 56.25% 0 0 0; position: relative;"> <div class="wistia_responsive_wrapper" style="height: 100%; left: 0; position: absolute; top: 0; width: 100%;"><iframe class="wistia_embed" title="10 Qs Q6 - Funnels Video" src="https://fast.wistia.net/embed/iframe/q3wn5ka64w?videoFoam=true" name="wistia_embed" width="100%" height="100%" frameborder="0" scrolling="no"></iframe></div> </div> <p><script src="https://fast.wistia.net/assets/external/E-v1.js" async></script></p> <p><span style="font-weight: 400;">These tools can show you exactly how users navigate from one point in your application (e.g. the home page or dashboard) to another (e.g. clicking on a “Help” button). This helps shed light on what caused a user to seek out support, and allows you to spot trends across your user base.</span></p> <h3>2. Tooltips and walkthroughs: Proactively explain features and workflows</h3> <p><span style="font-weight: 400;">Once you’ve uncovered points of friction or confusion, you can also use Pendo to take action on that data and deliver support directly inside your product. One of the easiest ways to provide in-context support is with </span><a href="https://www.pendo.io/glossary/tooltips/"><span style="font-weight: 400;">tooltips</span></a><span style="font-weight: 400;">, which are a type of in-app guide that appear when users hover over or click on an element (e.g. a question mark icon).</span></p> <div class="wistia_responsive_padding" style="padding: 47.92% 0 0 0; position: relative;"> <div class="wistia_responsive_wrapper" style="height: 100%; left: 0; position: absolute; top: 0; width: 100%;"><iframe class="wistia_embed" title="Tooltip Example Video" src="https://fast.wistia.net/embed/iframe/l43ydzsfm3?videoFoam=true" name="wistia_embed" width="100%" height="100%" frameborder="0" scrolling="no"></iframe></div> </div> <p><script src="https://fast.wistia.net/assets/external/E-v1.js" async></script></p> <p><span style="font-weight: 400;">Since they typically only use a small amount of space in your UI, tooltips are the least disruptive form of in-app messaging—making them great for explaining features or proactively answering frequently asked questions. If you see multiple support tickets mentioning a particular product feature, you can create a tooltip that briefly explains how the feature works or any important context that users need to know.</span></p> <p><span style="font-weight: 400;">There may be scenarios that require more in-depth explanation or education than tooltips alone can provide. In those cases, use Pendo guides to create in-app walkthroughs that guide users through a task or action in your product. Again, examine your product usage and support ticket data (or talk to your customer support team) to understand any workflows that users are struggling with. Create multi-step guides to walk users through these flows, but be sure to keep walkthroughs to under five steps.</span></p> <p><b>In-app support in practice:</b> <a href="https://www.pendo.io/customers/webpt-decreased-support-tickets-with-pendo-in-app-help/"><span style="font-weight: 400;">WebPT</span></a><span style="font-weight: 400;"> started leveraging Pendo in-app guides to help explain parts of their product that weren’t immediately clear, looking to areas of the product that generated a lot of support requests. After adding a tooltip to a field where users input insurance information, the number of support questions they received about that page dropped by 50%.</span></p> <p><b>See Pendo in action</b><span style="font-weight: 400;">: Take this </span><a href="https://www.pendo.io/tour/understand-the-user-journey/"><span style="font-weight: 400;">self-guided tour</span></a><span style="font-weight: 400;"> to see how to use Pendo to analyze how users engage with your product, identify opportunities to improve their experience, and deliver in-app support with guides.</span></p> <h3>3. Resource Center: Provide always-on information</h3> <p><span style="font-weight: 400;">In addition to providing real-time support using tooltips and walkthroughs, Pendo’s </span><a href="https://support.pendo.io/hc/en-us/articles/360031866712-Resource-Center-Overview"><span style="font-weight: 400;">Resource Center</span></a><span style="font-weight: 400;"> offers a way to support customers with helpful information they can access at any time. Even better: You can customize your Resource Center to include the types of resources that users of your product will benefit from the most.</span></p> <p><span style="font-weight: 400;">Here are three modules you can add to your Resource Center to better support users in-app:</span></p> <ul> <li style="list-style-type: none;"> <ul> <li style="font-weight: 400;" aria-level="1"><b>Product announcements:</b><span style="font-weight: 400;"> House product and feature announcements in the Resource Center so users can stay up to day on your application’s latest functionality, and learn about updates on their own time.</span></li> <li style="font-weight: 400;" aria-level="1"><b>How-to guides:</b><span style="font-weight: 400;"> Create in-app walkthroughs for features or walkthroughs you know users struggle with or that consistently show up in support cases.</span></li> <li style="font-weight: 400;" aria-level="1"><b>Support articles:</b><span style="font-weight: 400;"> Integrate your Zendesk Knowledge Base into the Resource Center to let users search for support articles right in your app.</span></li> </ul> </li> </ul> <div class="wistia_responsive_padding" style="padding: 47.92% 0 0 0; position: relative;"> <div class="wistia_responsive_wrapper" style="height: 100%; left: 0; position: absolute; top: 0; width: 100%;"><iframe class="wistia_embed" title="Resource Center Example Video" src="https://fast.wistia.net/embed/iframe/64mu6knprk?videoFoam=true" name="wistia_embed" width="100%" height="100%" frameborder="0" scrolling="no"></iframe></div> </div> <p><script src="https://fast.wistia.net/assets/external/E-v1.js" async></script></p> <p><span style="font-weight: 400;">By providing information on-demand, users can easily access resources from inside your product without needing to navigate away to outside documentation—or contacting a member of your team. This means users can get answers and move through friction faster, and reserves customer support resources for higher-priority items.</span></p> <p><b>In-app support in practice:</b><span style="font-weight: 400;"> After launching a new content creation and collaboration platform, </span><a href="https://www.pendo.io/how-i-pendo/building-a-better-publication-process/"><span style="font-weight: 400;">Elsevier</span></a><span style="font-weight: 400;"> realized that users were struggling to find the help they needed—and adoption was lagging as a result. They turned to the Pendo Resource Center to build an always-on, in-app repository of resources for users—featuring helpful onboarding guides, FAQs, announcements, and feedback modules. Soon after, the team saw positive results from their new in-app support offering, including a 42.8% reduction in first line support queries.</span></p> </div> </div> </div> <div class="hidden lg:block col-span-2" data-label="post-rightcol"> <a class="items-center cursor-pointer align-center inline-flex justify-center no-underline active:text-pink-1 disabled:text-gray-3 focus:outline-[#1B72F4] font-bold border-b-2 border-[#b52eb1] w-10/12 pb-2 leading-tight text-[16px] xl:text-[21px] px-0 xl:px-2 font-sora text-[#b52eb1]" href="https://www.pendo.io/" target="_blank" rel="noreferrer" > <span>Learn more about Pendo</span> <div class="inline-flex align-center justify-center relative sidebar-pendo-promo h-8 w-8 top-[-12px] right-[-12px] absolute"> <svg width="34" height="34" viewBox="0 0 34 34" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M11.3113 22.6282L22.625 11.3145" stroke="#D658D3" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> <path d="M12.7299 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