Case Study: Elsevier reduces support queries and improves user onboarding with Pendo

How Elsevier built an award-winning in-product help center for its users

Elsevier, the 140-year-old publishing and information analytics company serving researchers and medical professionals, needed a better way to support users across its 90+ products. Its web-based support center was getting about 9 million visits a year, and around 2 million users still had to contact support, suggesting the existing experience was disruptive and hard to navigate.

Using Pendo’s Resource Center, Elsevier built an in-app support experience called In-Product Help, giving users self-service onboarding and contextual guidance inside the product. With Pendo, Elsevier cut external support queries by 27%, reduced time to first use on key features by 67%, and increased NPS by 2 points, while now expanding the solution across all Pendo-enabled products.

Elsevier

Tommy Rahardjo

Senior Digital CX and Capabilities Manager