Case Study: Patientco achieves 300% feature adoption and 10x Knowledge Base use with Pendo

Patientco uses Pendo to draw insight from the frontlines, boosting customer satisfaction

Patientco is a healthcare payment technology platform that prioritizes strict security controls, including an automatic inactivity logout. While necessary to protect patient data, that auto-logout (and a hard-to-find Knowledge Base) created consistent frustration among day-to-day users, which surfaced in in-app NPS feedback collected via Pendo.

Using Pendo, Patientco ran in-app surveys, deployed contextual guides and a logout warning message, and integrated Zendesk search widgets on every page to surface relevant help articles. They also used segmentation and behavioral funnels to target and educate specific personas. The changes lifted NPS by 16 points, drove a 300% increase in usage of a promoted feature, produced a 10x jump in Knowledge Base clicks, and reduced support tickets through greater self-service.

Patientco

Bobbie Brookins

Marketing Manager