Pendo Reviews

Pros

NPS overviews and item analytics on a SaaS stage make it an awfully capable stage, which can progress our client appropriation, whereas too directing item groups to superior get it and track client behavior. The Pendo group has been incredible from begin to wrap up, valuable experiences into how our clients utilize our stage, and the comes about have as of now affected our item cycles going forward.

Cons

Some of the concerns noted are more on the application side, such as supplying better IDs and URLs instead of Pendo. Some of the guide options were not obvious in terms of where to locate them or how they effect the guide screen; however, Pendo has since updated their features to clarify/define the impact, or where they are now makes sense to me.

Pros

Pendo is a great tool. It is easy to use and helps executives start tracking the right metrics (instead of guessing at what is important). It also scales your support organization with automated onboarding and educational opportunities for users.

Cons

Sometimes the reports bug-out, but the support team is quick to respond.

Additionally, there is no way to communicate with users OUTSIDE your application ecosystem (i.e. email). If a user isn't engaged with your software, you have to go into a different system in order to get re-engagement.

Alternatives Considered

UserIQ, Gainsight CS and Intercom

Reasons for Switching to Pendo

Pendo is all-around the better tool. It is easier to implement, focuses on metrics-first, and is a consolidated platform (competitors are a hodge-podge of solutions).

Pros

I like being able to set activity tracking over time within my product.

Cons

It is confusing to filter and know what user activity I am viewing.

Pros

The product analytics are great and are very robust in the data they provide. Their tooltip and pop up functionality for user onboarding were very useful.

Cons

It was so difficult to implement. We are an SPA and use Shadow Dom. This greatly limited how we could use Pendo and it required a lot of custom work from our Dev Team. When reaching out to support for help we would wait weeks to get an answer. We did pay for implementation but it was a smaller package so we only received an hour with a specialist to install our snippet. We were not able to get help with anything else during that implementation cycle.

Pros

It’s a great tool that helps create walking through a product fun and easy!

Cons

I think the product is great and easy to use, so I don’t really have much bad to talk about it. Doesn’t make sense for all software apps, but the complex one, absolutely!

Pros

Pendo is easy to navigate and easy to get enough evidence to understand different patterns. The analytics are clear with it, and the chances of reaching the appropriate improvements are doubled. I like the ease of requesting targeted information, and I find it very expressive of the behaviors we are studying. It is great that all the analytics are presented on dashboards that include organized tables and graphs, and we can easily include them in our presentations.

Cons

I did not find anything that could be considered difficult, and linking and identifying patterns across different reports is very easy.

Pros

you get the detailed data for the user activity on platform and the trend analysis. UI is user friendly.

Cons

some more metrics in reports. Some customise reports needs to be made available. date selection filters in weekly board

Pros

I utilize Pendo to track which highlights are utilized the foremost on a page, labeling is simple in Pendo, and once it's labeled accurately it's much less demanding to explore through the information and make choices. Too this way we may distribute studies directly through pendo and we are able oversee and share comes about. Pendo itself includes a nice clean plan and is very simple to utilize, the data we get from our item clients helps us track the foremost and slightest utilized highlights, outline client ventures and learn a few cool experiences. I like way analytics because it makes a difference me get it what behavior designs and patterns individuals are receiving in high-traffic zones of our computerized involvement. This makes a difference to get it the qualities and shortcomings of our item without having a predefined way in intellect.

Cons

Pendo some of the time has inconvenience labeling certain capacities, which is generally due to the way it's coded, but I wish pendo may appear how to settle that or an elective. In the event that there were ways to channel a few of the sheets a bit more, that would be incredible; For case, the foremost seen guides as of now as it were appear "all" and I can't channel them to as it were appear guides on my specific item, so I'm seeing guides for all the items I have get to to. The outside detailing piece was a small precarious to set up, but we got it set up by employing a few extra devices within the environment. We had to set up custom ETL forms to be able to disperse reports, there should be an option that permits clients to specifically get to particular reports rather than the complete environment.

Pros

It has great web analytics to be able to see stats on visits to pages, I also really enjoy the ability to build out little informational tools like pop-ups when you enter a page for users without having to code/develop for that. Also the help question mark where we can link out to all our knowledgebase articles.

Cons

I wish it had some more functionality to actually see users sessions and track like rage clicks, or be more pro-active about when things aren't working and not have to tag EVERY single little thing, but let it auto-generate tags somehow?

Pros

It's simple to use Pendo analytics to track a customer's travel and see how they connected with our items and highlights, it's simple to enable others with the device within the analytics space. Guides, client messages and occasion following are amazingly valuable highlights that are utilized decently, the integration with Salesforce and other frameworks could be a colossal additionally. I appreciate being able to burrow into a customer's history and instrument utilization, I can regularly troubleshoot and make choices on a client account without having to go back and forward a parcel, this implies I can work to assist a client and keep up moo FCR numbers.

Cons

They have lovely vigorous division but one thing lost is CSV transfer for other field ids other than visitor/account id, I think the default widgets on dashboards might utilize an overhaul a bit and be more comprehensive. There are times when I'd adore to be able to bore down and grow a user's utilization or profile, but the screen isn't perfect for that, particularly on the off chance that the client has went through a parcel of time within the apparatus in a brief period, activities cover/ they cannot be isolated.

Pros

I implemented the pendo sdk into an app, and left our BA to do user walkthroughs, add details to features etc. As a dev, I can then concentrate on feature development instead of adding text to explain features. Win-win!

Cons

Nothing I can say as a con about pendo. Its all good!

Pros

With Pendo we have carefully followed how and to what extent our advertisements on social media can win customers' trust. The speed with which we can Pendo go from raw data to actionable insights is a crucial feature, and the quick search feature integrated with all platform options is excellent. Pendo will provide numerous opportunities to sort results based on product type, target groups, and customer behavior, displayed on customized dashboards and easy-to-understand reports. I enjoy that every minor change can be discussed with my colleagues, which helps us find answers and set accurate timelines for implementing required corrective actions.

Cons

Mastering the platform takes a lot of effort. For example, sometimes you notice an error in the collected data or do not receive what you're looking for, perhaps because the user wasn't able to set it up properly, which throws data off.

Pros

Pendo is built for product teams and provides a real solution to what I consider User Behavior Analytics, Qualitative + Quantitative Insights. The best part its super easy to get up and going, minimizes my development and implementation efforts. I have been able to train my Product Managers and UX Designers/Researchers in how to Tag, Generate Reports in less then 1 hour. Pendo makes Analytics easy + fun which is perfect in keeping my teams engaged and using analytics to measure success with each release. Also Pendo helps us now connect a complete user journey cross devices from desktop to mobile, it has helped us drive engagement into new areas of our applications through what they call Guides, and has allowed us to easily and quickly identify problem areas by looking into the analytics and using in-app surveys to collect additional in the momement feedback.

Cons

I must say not much I do not like about the software. The pricing model which is based on monthly active users can get costly if you have millions of users, so it's not ideal for putting Pendo on your marketing or lead pages, its best used within your application after users sign in.

Pros

It's very easy to configure, you can be live in minutes and the reporting capabilities are fantastic. We use it for clients communications and feedback, in addition to NPS score collection. It perfectly does the job.

Cons

The integrations with other tools can be a bit complicated to manage because Pendo is very powerful and offers multiple ways to do it. Sometimes the reporting capabilities are even too granular (which is a plus) but that makes the job longer in terms of report configuration and checking.

Pros

It's incredible how useful and predictive usage metrics can be if you build your own benchmarks and follow carefully. Extremely useful for knowing which accounts/segments my team should prioritize.

I can spend 5 minutes in Pendo and see which of my large Customers are not adopting a Feature I know makes them sticky/happy. From there, it's just a matter of what form my outreach takes.

NPS is also slick, simple, intuitive, yet you can also customize and ensure a laser focus.

Guides are awesome. They do take time to learn and get efficient at, but you get out of it what you put into it. We're seeing very good usage and feedback is extremely positive.

I've met and worked with ~5 Pendo Team members and they've all been awesome! They're passionate about the Product-- when I ask a difficult or unusual question, you can tell they're curious and they care-- they don't try to give me a cookie-cutter answer-- they're thoughtful and they take the time to think it through.

Cons

There is a bit of trial and error with filters. It's easy to think you've included/excluded a segment-- careful to double check and be extremely diligent.

Pros

Pendo has allowed us to gain deeper insight into our users’ workflows within our applications without having to disrupt those workflows. Usage data is captured as users navigate the site/app/platform and that data is made available to our team to analyze in real-time. This has significantly improved how we interact with users and what content we serve them at every touchpoint.

Cons

Creating the “guides” can be a cumbersome process. There are templates, but these are fairly basic and do not cover every use case. It would be amazing if there was an advanced/expanded library (even at cost) that would allow us to ramp up more quickly. We also felt the implementation team at Pendo could have been a little more hands-on. The weekly/biweekly check-in calls are nice, but we could have really used some deep-dive/consultative help when we were new to the platform and still trying to find our bearings.

Pros

Implementation was very easy, Pendo provides you with a javascript snippit which a developer inserts into an existing web app, typically in the header or footer. Extra data can be added just by modifying some code. We had a proof of concept up and running within hours and deployed to production within weeks. Once up and running, Pendo provides a large number of ways to slice and dice data and it's all very self explanatory, for the most part.

Cons

Like many of these products, the data that comes out of it is only as good as what goes in.. i.e. don't just think you will install the snippit and call it a day. On the Pendo portal, customization is required, such as "tagging" pages, grouping pages together (i.e. a series of pages that may have different parameters or query strings will appear to Pendo as different pages, and this grouping needs to happen before data can be interpreted correctly. The original thought was that the end user (product manager) would do this customization but ultimately developers did it.

Pros

This is such an easy to use application it makes most other software look and feel unwieldy. Implementation is quick, as far as the software side goes. Tagging and naming pages and features is simple. Mapping funnels and paths is simple. Following individual user behavior or account behavior is simple.

Cons

It can still be a little tricky to test Guides (their engineering-less pop ups that anybody can design and implement) in sandbox environments, at least in my experience. Depending on how your dummy data is set up, it can be difficult to actually test targeted guides to be sure they're going to show up to specific audience.

Pros

Track usage to know how clients are interacting with it.
Ability to communicate with clients via messaging, guide center, walkthroughs
Onboarding clients becomes easy with Pendo lightboxes
Support team very helpful, always willing to spend time to explain how to improve usage
Eliminates bothering internal developers
Customized dashboards are great

Cons

New Guides list/display - hate it with a passion; preferred the older version
Guides list is clunky, would prefer option to have a folder-like structure to manage
Would like to see more widgets but they are open to adding them to roadmap

Alternatives Considered

WalkMe

Reasons for Switching to Pendo

Usability, sales team responsiveness

Pros

A single line to integrate to your software. The tool itself is clear and understandable giving the user the ability to launch surveys, measure where users are and where they are not. It has good integration capabilities allowing the data to be utilised in other products to drive behaviours and events

Cons

Can be expensive if you have many products in your portfolio.

Pros

I love that we can post product and event/training related announcements in our product for our clients. Emailing them sometimes does not always get their attention so its great to ahve another outlet.

Cons

Certain areas of the tool are not as intuative as others. I specifically get caught up in the Recources Guide area when trying to edit existing resources.

Pros

The ability to easily track customer usage has helped guilde product development and even assist in customer troubleshooting. The implementation and customer service team has been amazing as we got up and running.

Cons

The guides are powerful and we are going to start using them but the interface to manager them is very kludgy. The way you create, edit and manage guides, only available from in-app, is not very user friendly and required way more trial and error and support calls then it needs to.

Pros

Pendo has been incredibly helpful in uncovering insights regarding our platform users. The best things about Pendo has been -
1. Ease of implementation - It was very simple to deploy Pendo on our platform and start using the product
2. Ease of use - the application is super easy to understand and use
3. Features - the features that Pendo offers - user analytics, easy to build guides for users, NPS management - are the best tools for a product manager to really understand user behavior
4. Support - Pendo provides great support for any questions/issues with a good turnaround time.

Cons

The new visual designer is awesome but can be a little glitchy.

Pros

I love the flexibility that pendo offers us. It allows us to create funnels and paths seamlessly so that we can see how our users are interacting with our software. The best part is that pendo stores data on things we haven't yet tagged so if we end up tagging that button or part of the page in the future, it will retroactively provide the data for timeframes before we tagged the item.

Cons

My main complaint is the speed. It can take a long time to load the results of our paths, funnels. If that could be optimized it would go a long way towards making it more usable.

Pros

Pendo is easy to dive into without needing to go through extensive training or onboarding. It's also designed to be visual, so you can quickly see customer engagement and adoption, as well as what accounts might be at risk.

Cons

We've had some technical run-ins with setting up segments based on time as a customer - but it hasn't been a huge issue.