Resolver is always working to improve our products and user experience. To do just that, we employ a powerful analytics and user-engagement tool called Pendo, which helps us understand product usage, develop new features, and boost adoption of our Core products.
Using Pendo's variety of tools, such as in-app walkthroughs, tutorials, and guides, we collaborate with our customers to collect usage data and feedback which is then leveraged internally for customer engagement analysis and product improvements. These analytics can also be helpful to our customers by showing how their end-users interact with the software and identifying ways to increase efficiency.
This article provides some examples of how Resolver uses Pendo, potential use cases for our customers, and answers to some commonly asked questions. If you have additional questions, or you'd like to learn more about how Pendo might help you, contact your Customer Success Manager or submit a support ticket.
Collected Data
The data we collect through Pendo is focused on user behavior and non-specific analytics, including:
- User tunnels and paths.
- Time spent on a page and the site.
- Days active and date last visited.
- Browsers and language settings.
- Page hits and events.
- Feature usage and usage trends.
- Activity trends to align with release outages.
By default, the only PII (personally identifying information) passed to Pendo is a user's email address, but customers have the option of excluding this information from the collected data.
IMPORTANT NOTE: Excluding email addresses from the collected data means that Pendo only receives anonymous user IDs. However, excluding emails prevents Resolver from providing customers with information on how their users are interacting with the software, along with feedback to admins on ways to boost usage and adoption. Most customers consider this information valuable as it helps improve their users' experience and engagement of Core. See the Customer Usage Examples section below for more details.
Security
Pendo takes security and data protection seriously. In addition to undergoing annual third-party penetration testing, it's SOC 2-compliant and observes GDPR standards.
No customer data hosted by Core is ever shared to Pendo. Only general analytics data, as noted above in the Collected Data section, is shared.
Resolver Usage Examples
- General analytics: User behavior, statistics, and trends are collected and shared with various teams to understand how the software is used.
- User communications: Quick and easy communication of release-related information (e.g., release dates, outages, and release notes), optional announcements, in-app training on new features, and customer feedback collection via administrator focused NPS surveys.
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Product and UX enhancements: Analytics data is reviewed by the Product team to help identify and implement improvements, develop new features, and boost product adoption by:
- Promoting new features and upgrades through announcements and banners.
- Enabling trials for prospective customers.
- Educating new, existing, and trial users on features, enhancements, and upgrades through in-app guides, tutorials, and tooltips.
Customer Usage Examples
- User base analysis: Gain new insight on how the software is used in your organization with valuable stats, such as a comparison of the time spent completing tasks before and after the software implementation. This can be used in a quantitative analysis of time and cost to be positioned internally as clear evidence of ROI.
- Positive user adoption: Identify and remedy gaps in the configuration based on user behavior.
- Education: Save time and money and avoid repetitive training sessions by offering customer-branded in-app guides, training, and walkthroughs.
- Corporate policy acceptance: Enforce and report on user acceptance of internal policies and data privacy disclaimers on initial login.
FAQs
Q: Is any PII information sent to Pendo?
A: By default, only users' email addresses are sent to Pendo.
Q: Why are email addresses sent?
A: Customers can choose not to send this information, but when it is collected, it's used to help us gather NPS feedback. This data is also required for customers who want to use Pendo to collect quantitative data for a user base analysis (see the Customer Usage Examples section for more information).
Q: Is there any way to disable sending email addresses?
A: Yes, but this can only be done before any users are added to your organization. Once users are added, it's not possible to block this information from being sent.
Q: Where is the data stored?
A: Data collected by Pendo is stored in Google's Cloud Platform in the United States.
Q: Is the data hosted by Pendo encrypted?
A: Yes. All data is encrypted during transfers and at rest.
Q: Where do I go if I have more questions?
A: Contact your Customer Success Manager, Account Executive or submit a ticket through our Resolver Support site.