Case Study: Jungle Scout cuts support ticket volume by 60% and triples customer retention with Pendo

With faster onboarding and fewer support tickets, Jungle Scout helps sellers find more success on Amazon

Jungle Scout, the leading Amazon seller platform used by over 225,000 entrepreneurs, grew from a Chrome extension into a full product suite for product research, supplier management, and growth. As the product expanded, many first-time and diverse users didn’t know where to begin, which increased support tickets and risked higher churn—so the company needed scalable self-service onboarding and education.

By using Pendo to deliver in-app walkthroughs, tooltips, multilingual guides and product analytics, Jungle Scout gave users targeted, contextual help and identified six key usage metrics to replicate successful behaviors. The program deflected 16–21% of support tickets, cut ticket volume by roughly 60% (more than halved in six months), and made users who engaged with guides three times more likely to stay—leading to lower churn and refunds and stronger adoption in markets like China.

Jungle Scout

Danny Villarreal

Director of Customer Experience