Case Study: Ruby Receptionists achieves cross-platform visibility and improved retention with Pendo

Ruby Receptionists gets line-of-sight across multiple web and mobile products with Pendo

Ruby Receptionists (Ruby) is a 17-year-old virtual reception and chat service used by over 10,000 small businesses. Faced with the need to keep users and employees informed across multiple web and mobile products, Ruby needed a way to send timely alerts outside their database, understand product usage, improve onboarding, and support customer success and internal teams.

Ruby implemented Pendo to deliver in-app guides, messaging, analytics and surveys across customer and internal apps, plus integrations with Salesforce for targeted outreach. The solution enabled personalized CSM introductions, faster troubleshooting (e.g., identifying outdated browsers or app/OS mismatches), prioritized product fixes, and improved employee feedback loops. As a result Ruby gained clear visibility into usage, boosted onboarding and retention (mobile users are six times more likely to stay), and communicated quickly during crises like COVID-19.

Ruby Receptionists

Dan Porter

Senior Director of Product