Case Study: PandaDoc achieves a customer-centric product roadmap with InMoment

Creating a Customer Centric Product Roadmap

PandaDoc, a platform that helps teams create and e-sign documents quickly, needed a clearer, real-time way to monitor customer sentiment and prioritize product and support improvements. The challenge was turning customer feedback into actionable direction for the product roadmap and improving support agent performance.

PandaDoc implemented InMoment’s in-app NPS and PSAT surveys and email CSAT surveys triggered by Zendesk to capture feedback across the product and support channels. The insights informed a more customer-centric roadmap, sharpened priorities, improved support skills, and shifted company culture to stay “dead honest” about problems while tackling both major initiatives and quick wins.

PandaDoc