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BlueConic and Pendo

BlueConic plans to deploy Pendo, a leading product analytics tool, at the end of April 2024. Pendo will enable us to gather valuable insights into product usage, including feature adoption and time to first use. By leveraging Pendo's capabilities, we aim to enhance your experience by identifying areas where our BlueConic customers who log into a tenant encounter friction and improving our products accordingly.

Commitment to Security and Privacy

Data security and privacy sit at the core of the values of BlueConic, and this integration is no exception. Rest assured, all data collection through Pendo will adhere to our rigorous existing security standards. As a trusted data subprocessor, Pendo complies with leading industry protocols and regulatory frameworks, including SOC2, GDPR, and HIPAA. Our approach to data collection is both careful and responsible, always prioritizing our users' privacy.


What is Pendo?

Pendo is a third-party digital adoption platform that provides insights into how BlueConic tenant users interact with BlueConic. It offers tools for product managers and our internal teams to gather data on tenant user behavior and feature adoption, and to deliver in-app guides, tooltips, and surveys directly to BlueConic users. The goal of Pendo is to enhance the user experience, encourage software adoption, and enable our teams to make data-driven decisions to improve BlueConic. It does not collect information on your website or application visitors.

How does Pendo work?

By embedding a snippet of JavaScript code directly into our platform tenant user interface, we'll begin tracking essential usage metrics such as feature adoption and the time it takes for BlueConic tenant users to engage with these features effectively. This strategic move aims to identify and smooth out any friction points our BlueConic tenant users may encounter, ensuring our product evolves in ways that align closely with our customers' needs and expectations.

What is the purpose of integrating Pendo with BlueConic?

Pendo is integrated into the tenant user interface to help us understand how these tenant users interact with the platform itself. It is specifically deployed to improve the tenant experience by analyzing user interactions within the BlueConic customer interface. Pendo tracks user actions such as navigation flows, time taken to create entities, and the frequency of entity creation.

What does Pendo collect?

With Pendo, BlueConic will gain access to invaluable data concerning how the BlueConic application is used. This includes detailed insights on feature adoption rates and the efficiency of BlueConic tenant user interactions with our product from the outset. More than just numbers, this data will spotlight the exact locations within our platform where BlueConic tenant users might face obstacles or find it challenging to achieve their objectives, enabling targeted improvements that enhance user satisfaction.

Does Pendo track my site or application visitors via BlueConic?

No, Pendo will only track interactions that take place under the BlueConic tenant. 

Will Pendo track interactions outside of the tenant user interface?

No, Pendo is only embedded within the tenant user interface. It will not track or monitor your customers' interactions with your brand outside of this interface.

How will this impact us?

As you use your tenant, Pendo will capture page views and feature clicks. It can measure tenant user interactions, and feature adoption, and gather feedback directly from the tenant. We will use this data for example to reach out if we see you use a particular feature we are looking to enhance. Once it is fully deployed, you may see more direct communication through in-app guides, tooltips, and surveys - seeking to keep you better informed and probe how you feel about the platform experience.

Will Pendo enable us to have additional functionality for our use cases?

It can provide additional functionality in terms of user support and guidance, such as onboarding flows, in-app messages, and user feedback collection, to help us improve our platform. This would directly benefit your use cases going forward as we act on that feedback.

Was there another provider used before implementing Pendo?

No, there wasn’t another provider in place before Pendo. Pendo was selected for its specific capabilities to enhance understanding of user interactions within the tenant user interface.

Do we need to add Pendo cookies and consent to our User Consent Panel?

No, since Pendo is only used within the tenant user interface and does not track customer interactions outside of this, it is not necessary to add Pendo cookies and consent to your User Consent Panel.

Will using Pendo require us to update our list of cookies and SDKs for GDPR and TCF consent panels?

No, Pendo is deployed within the tenant application and does not impact your cookies, SDKs, or other tracking mechanisms. Thus, it does not need to be listed in your consent management tools.

Is using Pendo mandatory for BlueConic users, or is there an opt-out option?

Customers can opt-out of using Pendo for tracking interactions by reaching out to their account manager. Pendo is intended to enhance the tenant experience by providing insights into user interactions and supporting future product development initiatives, but the decision to use it rests with the individual organization.

What happens if we refuse permission to use Pendo for our tenant?

We will opt you out of this tracking, and therefore, we would not have insight into how you use the product or be able to communicate with you through in-app guides, tooltips, and surveys.

Does the integration of Pendo extend the data already collected by BlueConic?

The addition of Pendo aims to deepen our understanding of user interactions within the tenant interface, such as identifying where users drop off or how long tasks take. It does not broadly expand the types of data collected but focuses on enhancing the analysis of user behavior to improve our product offering.

Who does Pendo tracking apply to within the BlueConic tenant interface?

Pendo will associate interactions with users of the BlueConic tenant interface. This encompasses both your employees and any third-party users who have login access to your tenant.

Is Pendo secure?

Pendo has already been vetted and approved by our security team and has a robust security policy. See for details.

Have other questions?

If you have any questions or need further clarification about this upcoming integration, we encourage you to reach out to your Account Manager. We're here to ensure that you're fully informed and comfortable with how we're advancing BlueConic to serve you better.

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