Case Study: StrongMind achieves a 20% reduction in support tickets with Pendo

How StrongMind integrated Pendo and Zendesk to chat its way to customer success

StrongMind, an education-technology platform, saw usage spike during the COVID-19 shift to remote and hybrid learning, which generated thousands of support requests—particularly from parents and students who couldn’t access the existing Zendesk help center. That gap forced school staff to act as intermediaries, creating slow, inefficient ticket resolution and overwhelming StrongMind’s support teams.

StrongMind integrated Pendo with Zendesk to deliver targeted, in-app live chat for high-enrollment accounts by embedding Zendesk’s HTML snippet in a Pendo guide—implemented without engineering resources and shown discreetly in the bottom-right corner. In the first month the guide was viewed nearly 2 million times by over 10,000 users; it now deflects about 1,000 tickets per month (≈20% reduction), cut median resolution time from 72 hours to 1.5 hours, and achieved an 87.8% customer satisfaction score.

StrongMind

Kaly Nasiff

Product Owner