Case Study: StrongMind achieves hundreds of ticket deflections and cuts median resolution time to 1.4 hours with Pendo

How StrongMind used Pendo to launch and improve the functionality of their new Zendesk Chat feature—and deflect hundreds of time-consuming support tickets

StrongMind is an education software company that supports K–12 hybrid and remote learning. After launching Zendesk Chat for teachers and admins, they found support requests from students and parents were being funneled through educators—creating a “telephone” effect and driving ticket volume from a few hundred a month to over 2,500 in 2020.

Using Pendo, StrongMind implemented Zendesk Chat via a custom code block and targeted in-app guide—segmented to high-enrollment schools, visible only when agents were online (and scheduled by time zone), and tested in staging. Since November 2020 the guide has logged over 50 million views, deflected nearly 1,000 support tickets, helped create roughly 20% of tickets via chat, raised CSAT to 87.8, and cut median ticket resolution time from 72.4 hours to 1.4 hours.

StrongMind

Kaly Nasiff

Product Owner