Case Study: WebPT achieves 50% fewer support tickets and 25–50% faster feature adoption with Pendo

WebPT decreased support tickets by 50% with in-app help

WebPT, an electronic medical records platform for physical therapy clinics, faced the challenge of serving many distinct user types (therapists, admins, billers) with different feature needs while reducing support load, speeding feature adoption, and collecting timely user feedback.

By using Pendo’s in‑app Guides, targeted announcements, polls, tooltips and walkthroughs (their “First Impressions” program), WebPT delivered role-specific guidance and feedback prompts. The results: support tickets fell by about 50%, new features were adopted 25–50% faster, in‑app survey response rates rose to ~50% (vs. 7–8% by email), and the team gained clearer, actionable usage and feedback insights.

WebPT

Bradley LaFave

Product Marketing Manager