Case Study: Rapid7 achieves healthier customers and fewer support calls with Pendo

Rapid7 uses in-app messaging to deliver a critical tool amid crisis

Rapid7, a cybersecurity company focused on protecting customer payment data, needed a flawless user experience across trial, onboarding, and setup to keep customers healthy and reduce support friction. Jay Brewer, VP of experience design, was tasked with improving product adoption and customer success while easing pressure on support.

By implementing Pendo, Rapid7 added in‑product walkthroughs and behavioral analytics that let users get help without calling support and let the team pinpoint actions that correlate with renewals. The data-driven playbooks and added context for support and success teams improved service, increased customer health and retention—and even advanced Jay’s career.

Rapid7

Jay Brewer

Vice President of Experience Design