Case Study: Zift Solutions achieves reduced support load and improved user adoption with Pendo

Zift Solutions walks users through major UI changes to reduce support questions

Zift Solutions provides a channel marketing platform that helps suppliers and partners increase sales and simplify marketing. The company faced a usability challenge: its users range from marketing experts to downstream partners with limited marketing knowledge, so the product team needed to streamline workflows for power users while adding enough contextual help for less savvy users—but building that capability in-house would have been a multi‑month engineering project.

Zift deployed Pendo to add in‑app tooltips, walkthroughs and analytics with minimal engineering effort. About 30 guides now live in the product, which cut support requests, allowed zero‑ticket launches for interface changes, and generated positive customer feedback. Analytics also uncovered unexpected user paths and a low campaign‑send funnel, guiding redesign priorities (including a new email builder) to improve adoption and task completion.

Unifyr

Tom DuScheid

Product Manager