Case Study: Actionstep achieves smarter customer feedback prioritization with Pendo

How Actionstep prioritizes customer feedback with Pendo’s AI Listen features

Actionstep, a cloud-based law firm management platform, struggled to organize and prioritize customer feedback coming from multiple channels. Its innovation team was spending hours manually sorting 25 to 50 feedback emails a day, making it difficult to see trends and decide what mattered most for the product roadmap. Actionstep turned to Pendo and its AI Listen features to bring order to the process.

With Pendo, Actionstep centralized feedback, automatically triaged incoming requests, and surfaced the most important trends for product managers. The result was less manual work, more time for strategic problem-solving, and a stronger feedback loop with customers. Actionstep also improved beta testing and customer communications, with customers becoming more engaged and demand for beta participation increasing.

Actionstep

Natasha Dubauskas-Reed

Director of Innovation