Case Study: Elsevier improves Elsa adoption and reduces support queries with Pendo

How Elsevier used the Resource Center to speed up adoption of their new Elsa platform and create an always-on hub for contextual, in-app support

Elsevier faced a challenge onboarding users to its new Elsa content creation and collaboration platform. Even after creating lots of help materials, users struggled to find answers and often turned to support instead of adopting the product, so Elsevier used Pendo to improve in-app guidance and self-service support.

Elsevier implemented the Pendo Resource Center, along with Pendo In-App Guides and Analytics, to create an always-on hub for onboarding guides, FAQs, announcements, and feedback. With Pendo, Elsevier increased Elsa’s System Usability Scale by 28.5% and reduced first-line support queries by 42.8%, while also helping users find help directly in the product.

Elsevier

Lisa Gervais

Senior User Engagement Specialist