Case Study: TraceGains improves user engagement and self-service with Pendo

Shipping better user experiences with analytics and in-app guides

TraceGains wanted to improve the user learning experience in its product while reducing the amount of manual support needed from its customer success and support teams. To do this, TraceGains turned to Pendo and its analytics and in-app guides to help first-time users navigate the product and complete key tasks.

With Pendo, TraceGains launched in-app product tours and walkthroughs that drove strong engagement, with more than 50% of new users starting and completing the tour and 25% of seven walkthroughs viewed over 3,000 times each. Pendo also gave TraceGains centralized product engagement data that improved cross-team collaboration and enabled more targeted outreach, helping reduce hand-holding and create a better product experience.

TraceGains

John Thorpe

Principal Product Manager