Pendo Reviews

It is a great tool for analysis, easy to use and with great support.

Comments: Pendo is an great analytics instrument that makes a difference to superior get it client behavior and designs, each time we roll out a modern highlight, we utilize Pendo to tag everything and after that utilize analytics to see which ways users take, where they tap the foremost, what gets utilized the foremost, etc. Utilizing this information, we make choices approximately future forms of that include. characteristic. Pendo makes a difference coordinated subjective and quantitative information to gain a more all encompassing understanding of which regions of our stage drive the foremost esteem and where we are lost target benchmarks. It permits us to get it zones like estimation and exertion in combination with engagement and item analytics, this permits us to decide a wealthier data encounter in behaviors and utilization in key segments/accounts.

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.

Friendly digital adoption tool

Comments: As a business, we like to see if customers have completed a certain CTA or a process. Pendo does a great job in both these areas. The Funnels and Features tools help us to analyse if a suer has completed a task from beginning to end and if they have clicked on any CTA buttons on a landing page.

Pros:

Pendo provides deep insights into how our customers interact with our product i.e. the pages they visit, the features they interact with and the amount of time they spend on our app.

Cons:

The page URLs tagged by Pendo are case sensitive. So we end up having to tag variations of the URLs that have lowercase/uppercase characters in them

Terrible company w terrible biz practice

Comments: Not that useful as only work for web interface. We have apps so need better tool. And terrible biz practice trying to scam more money from customers...

Pros:

Nothing impressive. Slow responsiveness in generating ui/ux pages

Cons:

Terrible biz practice. After a year of license, suddenly came and say we have to pay more because we are using more features. The features used are what they trained our team to use after the agreement was signed and also we paid for the training.

Great product

Comments: Very good. The team were highly attentive and supportive. Has been a really enjoyable project getting this set up and running with benefits almost immediately.

Pros:

It is a significant investment, but so many benefits, it is worth it. The software is very easy to integrate with (for standard web apps) to start getting analytics immediately but you do need a role that focuses on this as their day job to drive the most value from it. The guides are easy to set up and flexible too with lots of templates to help get you started quickly. Having worked in product management for over 25 years the discovery of Pendo was a godsend! Wish had discovered it years before.

Cons:

Works well for standard web apps. If your app doesn't change URL for each page you visit then there may be issues tracking at volume. Not insurmountable but needs more time, thought.

Love having Pendo for analytics AND product feedback. Game changer

Pros:

I couldn't live without Pendo Feedback now that I've been using it. It makes collecting and organizing product feedback and feature requests so easy and I love how visible it is to the whole organization. I'm the only Product Manager at our company so having tools to help automate and organize product requests for all of our products is a life saver. I also really appreciate how easy it was to setup usage analytics and how little engineering effort it took. Since it has been setup, I haven't needed engineering for anything related Pendo and can do everything on my own.

Cons:

No complaints or major issues with their analytics or feedback products.

Pendo Brings the Insights

Comments: Pendo has been fantastic for us. Within just a few months from implementation, we've been able to gather information on our users' behavior that we've never had before. Gaining this insight has opened our eyes to so many more questions and opportunities for our company to grow and thrive.

Pros:

This software is incredibly robust and easy to use. Usually you have to trade one for the other, but not with Pendo. I am able to easily get behavioral analytics as well as launch in-app guidance with the click of a button!

Cons:

We are a multi-app/single platform company, so some of the features that are geared towards single-app don't work out of the box for us. However, Pendo support and Pendo pro-services teams have been AMAZING and have found ways to accommodate my needs every time.

NPS, Guides, Feature Releases

Comments: I have enjoyed it a lot, very useful onboarding process by their CS team, the guides are intuitive to create, and we have seen a real improvement in adaption, lowering churn and increasing "no touch" sales

Pros:

My favorite things about Pendo is creating interactive guides to help people understand how to use our product. This onboarding helps drive a lot of "no touch" sales and the guides are intuitive to create. The NPS is also great to get a status quo on how our users are enjoying the product.

Cons:

I wish it was a bit easier to navigate the analytics of the guides. It is also tough to keep the guides active and working properly when you are releasing new features in your product, which skews the analytics if one guide step does not show and stops the guide.

Good tracking, but you get what you set up

Comments: Outputs depend greatly on the familiarity of those setting up the page/feature tags and segments. It can be cleaned up later, but it's not a trivial effort to set up, and little happens automatically.

Pros:

Tracking snippet is fast to install. For a SaaS solution, it starts logging events right away, regardless of whether a page or feature is tagged. This helps later, new tags retroactively apply based on logs.

Cons:

Setup was very tedious, each page and feature needed to be tagged individually. Some features like app filters or groups didn't work for all of our solutions, leading to redundant naming conventions.

Very easy to use efficient tool for analysis.

Comments: Pendo is exceptionally valuable for understanding the conveyance focuses inside the item enrollment and client travel when they to begin with gotten to be a client, being able to know what highlights they have utilized and when they associating with them. Pendo analytics are so simple to utilize that I can see utilization measurements in a matter of minutes and give direction for choice focuses. Working behind the scenes to burrow more profound into client activities and confirm on the off chance that they're utilizing the device as expecting or taking after certain steps we've given them makes a difference resolve tickets without much back and forward. It's moreover incredible to be able to see what clients are centered on and where they spend their time, to approve changes, demands and center exertion.

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.

Great Tool For Analytics, Gathering User Feedback, and Customer Outreach

Comments: I love Pendo! It's fun to use and I always discover new insights into our users and product.

Pros:

Our organization uses Pendo for a variety of purposes. We use the powerful analytic tools to understand how our users are using our product. This helps our Product Managers make important roadmapping decisions, track feature adoption, and monitor user behavior. The design team gets a lot of benefit from the Funnel and Pathing features, it helps them to study user flows and make design adjustments on the fly. We use guides frequently to announce new features, market events and webinars, collect user feedback, and educate users on how to use our features. I really like the NPS functionality, this allows us to be constantly collecting user feedback that is sampled on a random basis. This has been extremely beneficial for us to track if we are improving our NPS and PMF score quarter by quarter.Nearly ever department in our organization gets some benefit from Pendo, whether its our Product, Customer Success, Marketing, or Sales teams.

Cons:

There is a huge learning curve with Pendo. It can take months to learn all the ins and outs, and it needs to be set up correctly or you will lose all the benefits of the tool. The hardest steps are injecting the Pendo snippet into your codebase, setting up data attributes correctly. tagging the pages/features. creating‹ segments. and excluding testing environments and test orgs. In the past we ran into some troubles with Pendo when we had several people using the tool at once who were not properly trained, this lead to a messy Pendo instance and incorrect/unreliable data. It is best to have one Pendo owner in your organization who is completely familiar with the tool and owns all aspects of Pendo from implementation to maintenance. Once it is set up properly. it is an incredibly powerful and beneficial tool for any organization.

Cut developers some slack, use Pendo!

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!

An incredibly valuable product with powerful applications

Comments: Overall, our experience with Pendo has been phenomenal. They've helped us increase product adoption through improved communication methods, manage and analyze NPS, and track user behavior with greater specificity than we could previously. It's a powerful, comprehensive tool. Some specific features in Pendo can be somewhat complicated to learn but once you get the hang of them it's not bad. Sometimes Support doesn't have the answers immediately but they always work diligently to resolve any issues quickly. While much of the tool is intuitive to non-engineers, having a basic handle on CSS and JS is beneficial, as is knowing how to interact with the API.

Pros:

In terms of providing user behavior/engagement data—Pendo is unparalleled. We get so many insights into how our clients use our Product which can be applied during discovery and engineering and factor into our release strategy. It allows us to communicate with our clients in-app in strategic and sophisticated ways and with results far beyond what we get through email. Its NPS tool is worth the cost of the application alone.

Cons:

While a lot of stuff works intuitively out of the box, there's a slight learning curve with a number of Pendo features. There are many steps to building a guide, and the location of specific features/guide settings within the UI isn't always straightforward (some things a user might think fall under "guide activation", for example, are not set in the "guide activation" section). Additionally, having a basic knowledge of CSS and JS is beneficial. If you don't have it, you may find you regularly have to engage with engineers at your company to tag features and pages correctly, especially if your app uses unique instances (or sites) per client. Ditto for testing guide activation off of features that don't employ the same CSS across all versions of your app. If you want to track clicks to a button or link in a guide you've created, this is not tracked automatically— there's kind of a backwards way you have to tag it as a feature. Some data that is tracked (time stamps of when a feature is interacted with) can only be surfaced via the API.

This powerful analysis tool suitable for all types of businesses

Comments: With Pendo's powerful search and data collection options, operations are faster, improving our team's performance.

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.

Pendo guides are like having an expert train you through every step.

Comments: A few years ago we identified a scaling challenge to onboard customers of all sizes and complexities at a faster rate and volume. Our customer’s expectations were that they should be able to self-service, to log in and figure out their set-up and get onboarded quickly and painlessly. This was at a time where a lot of our processes were manual and to that end, we required that the Implementation team provide the onboarding contact with a one-hour portal training. To fix this, we created customized onboarding guides using Pendo and grew our self-service offerings in a way so that we did not lose the human connection that our customers value throughout onboarding and beyond.

Pros:

We rely heavily on Pendo's Guide feature. Our onboarding guides are a customized and prescriptive list of tasks that are necessary for a user to complete in order to begin using their Bandwidth account. Our customers love that these embedded guides prompt them through the actual processes they perform in the Bandwidth Dashboard. It’s like having an expert train you through every step.

Cons:

We wish that Pendo allowed for non-linear guides. It's often difficult to ensure that a user clicks the intended target element so that the guide progresses. I'd love to have the ability to account for a user's natural curiosity and allow them to explore more without losing their guide in the process.

Increased insight into customer behabior, in-app tools to engaging with clients

Comments: Everything from the onboarding to deployment was very easy. The hardest part to learn was the feature tagging which takes more than just a little bit of programming knowledge depending on how "good" the code is in your software platform.

Pros:

Resource Center feature. We use it to provide easy access to documentation, help guides, customer feedback, webinars, announcements and any other related content. We also use the in-app NPS survey tool. The data on user behavior is extremely helpful, made even more powerfull with the user segmentation since we serve multiple markets with the same product.

Cons:

Because there is a lot of data it can be hard to know what you should be looking for to inform your software development decisions, but over time you will learn what is important and what is not for your specific platform.

Awesome product that produces great in-app help and user analytics for every team in our company.

Comments: In-app help that doesn't require dev team time and includes flexibility when it comes to the look, feel, and experience of the help. User analytics that are easy to set up.

Pros:

I love the flexibility of the product combined with the customer support and community that help inspire and create the in-app help I'm working on for my company. Plus, I only had to request a few minutes of my dev team's time to get up and running. From there on out, I'm able to take control of how, when, and where my in-app help displays. The depth and breadth of the user analytics we're able to pull out of Pendo help every team in our company from marketing to design to customer support.

Cons:

It's easy to get started, but you realize very quickly that HTML/CSS/Javascript experience is needed to do anything more complex (at least until they come out with new features, which they seem to do very regularly and with customer input).

We've rolled out Pendo quickly and have already received valuable product insights.

Comments: Pendo helps us understand and educate our customers. It helps us analyze our customers better than any analytics platform on the market - it's far superior to Google Analytics or trawling through Kibana logs. It helps us educate our customer and solve the new user experience problem, unlike any other software on the market. It's exactly the right solution for enterprise SaaS products with a free trial.

Pros:

Pendo was super-simple to setup, gave us great analytics and data on our customer behavior, confirmed suspicions we had about our product, dispelled myths and tribal knowledge we shouldn't have believed in, and is allowing us to build targeted help within our product that's context sensitive... all without making any code changes whatsoever. It's empowered our product management group and UX group, and I couldn't ask for more. I will use Pendo on every product I ever release from now on. Way to go, team!

Cons:

The segmentation features are fantastic, but it'd be nice to have a bit more control over grouping of multiple accounts into customers or "organizations" since we sell enterprise SaaS. It'd be nice also to have more control over filtering out or segmenting internal user activity vs. external - filtering by IP is tricky when staff work from home.

Highly detailed usage information and excellent in-app guidance functionality

Comments: I have truly enjoyed working with Pendo, not just the Platform, but the company. Excellent, friendly, approachable communications. Quarterly forums to share what is going on. There are so many resources to use. We have actually tried to model some of our onboarding behaviors after Pendo's onboarding process, it was that good. I have always had great experiences with asking questions of the support staff. No complaints at all.

Pros:

Pendo tracks all user events, even if you don't have them tagged. Competitors do not do this. The user interface is very easy to use and customize to meet the needs of different types of users. Very easy, even for non-programming staff to use. The in-app guides are extremely helpful for user guidance and support, company announcements. The NPS poll practically runs itself for us.

Cons:

Occasional difficulty tagging look-up or drop-down fields, but the support staff is excellent at helping work those things out.

Needs Work

Pros:

Pendo integrates really well into a lot of software which is very helpful when the integrations work.

Cons:

Data points that we set up change regularly from what we set, so it's hard to trust the data integrations.

Pendo fits well even in a large organization

Comments: Overall we are VERY satisfied with Pendo. Two items that we spent a lot of time developing on our own we're quickly and easily replaced by Pendo features - inline Help tooltips and custom tutorials. We spent so much time maintaining, testing, and updating these before Pendo! Also, Pendo's usage metrics are SO much easier to access and evaluate than other tools we use at Elsevier. And the ability to view this usage by different segments is a game changer!

Pros:

Before my organization purchased Pendo it was difficult if not impossible to get feedback from our users. After adoption, multiple business units are now using Pendo to survey users, advertise new features and much more. The best part is being able to share techniques across business units so users of our different products get a consistent experience.

Cons:

The ability to create reports on feature, page, or guide usage could be improved. We try to gather info from these elements but the only options seem to be screenshots or accessing the limited info available in CSV download. Also, we have created several Guides that use custom javascript but there's no good documentation to help us get info on guide or step objects. We've figured most of it out on our own but it was difficult.

A Review From A Self-Made Superuser

Pros:

I love that I can accurately track NPS, feedback and ROI from my clients. I can interact with my customers without inundating their through Pendo Guides. I also love that I can create custom segments to target specific clients and isolate individual teams and users. Most of the time, I use this for reporting across individuals within an account or all of my accounts in one place. I can instantly get an accurate representation of how they are using the product and what "Good" usage looks like for a specific client. I also love the support and the interaction we get from our CSM, Mags!

Cons:

I wish it was a little easier to use although I appreciate there are a lot of complex stats which are difficult to simplify. Once I know how to use it and I've grasped it, it's super easy to use but I can spend a week or so going over parts of the platform and reading support articles before I'm able to use. For example, Data Explorer. I would really love it if the support articles had more videos taking you step by step!

Pendo Feedback tool: great way to gather user feedback; allows users to prioritize their wish list

Comments: We needed a place to gather and manage user enhancement requests, and we really wanted a way for users to vote on their favorites. This product - which was Receptive and was purchased by Pendo - met that need in the best possible way. We love it!!

Pros:

I love that we can choose to allow users to see how many other users have voted for their enhancement idea. But my favorite part is the "sliders" that users see when they prioritize their favorite enhancements - if they slide one up, they see the sliders on the others go down. Great way to show users that we can't do everything - we have to prioritize!

Cons:

My only disappointment is that you can't easily just export the entire list of enhancement requests with the # of votes.

A Must Have for Every Software Vendor

Pros:

Pendo really excel at their ability to flexibly tag pages and features to paint a accurate path throughout your application. It's ability to retrospectively do so is a killer feature. Also, the ability to quickly throw up highly customizable notifications/dialogs/information/tooltips has truly changed the way we engage with our users. But I could go on and on - segmentation, the resource center, NPS surveying functionality, Salesforce integration, an API, etc...

Cons:

The built in reporting is a great start and has a lot of features. But improvements could be made. We do find ourselves looking to get data out to do more with it.

Analytics data geared towards product teams

Comments: For a product manager audience, Pendo is an excellent tool. Great for tracking product engagement, new feature adoption, and understanding overall behavior of your customer base.

Pros:

Lots of potential for segmentation and reporting, allows for in-app messaging and guides to communicate information to customers, which has been great for launching new features or announcements. NPS automation has been really useful as well. Customer support has been great the couple times it's been needed. Overall very instrumental to our team in tracking engagement and customer health.

Cons:

I believe Salesforce integration is an additional cost which is not ideal. Individual user data showing in-app activity doesn't have the best visual presentation, a bit clunky to interpret. App layout could be a bit more intuitive.

A nice tool for analytics and in app notification

Comments: Data is necessary to make any decision. Pendo gives us an insight to our user base and allows us to iterate faster.

Pros:

Pendo is an easy app to dive into. There are a lot of great features. I like the in app notifications, NPS and retroactively look at stats on an item I just tagged. What I really like the most is that you can tell Pendo is dedicated to constantly improving the product. They are constantly improving that app and functionality.

Cons:

If you are going to use the notification or NPS feature, you need to have some basic HTML/CSS skills to get you notifications to look proper in your app. I have a few other small gripes, but for the most part it is an app that is constantly improving, so most of my minor problems just disappear over time.