Case Study: BombBomb achieves 300+ customer success hours saved and scales white-glove onboarding with Pendo

BombBomb saved 300 customer success hours

BombBomb is a video-email platform that helps people build personal connections at scale. When they launched Prompt, a product for personalized real-estate communication, sales outpaced the team’s ability to deliver one-on-one “white glove” onboarding. The company needed a scalable, in-app way to teach users the platform without losing the personable experience.

Using Pendo Guides and in-app messaging, BombBomb built six onboarding guides and four walkthroughs, including a customizable “Create Your Own Experience” flow. Six hundred forty-four users completed the walkthroughs, saving over 300 customer success hours (an estimated 322 hours and avoiding the need for eight full-time onboarding specialists for a week). The initiative also delivered better customer-journey insights and is being extended to mobile with A/B testing to refine onboarding across devices.

BombBomb

Jeremy Kleier

Customer Success Engineer