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.

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.

Alternatives Considered: WalkMe and Gainsight PX

Reasons for Switching to Pendo: Better interface, so easy to get up and running. Seemed to give us out of the box what we were looking for. Price - still more than we'd expected but competitive against others.

Active capture keeps the knowledge base up to date

Comments: Pendo features made our data collection or evidence system work continuously, and the analytics enabled us to identify many expressive metrics about our users’ behavior, and enabled us to apply them to our marketing plans to enhance our reach.

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.

Takes A lot of Effort & Time

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.

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.

Alternatives Considered: Heap

Reasons for Switching to Pendo: Pendo was very responsive. At the time we were only looking at analytics. With Pendo Feedback now available, it's even more of a no brainer. Pendo provides everything I need to be successful with regards to usage analytics and product feedback.

Used at Multiple Companies / Highly Recommend

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).

Powerful!

Comments: I wasn't initially involved in setting this up, so I was super hesitate when the team said the NPS tool was going to change. I couldn't be happier - this is a powerful tool!

Pros:

I use the NPS feature of Pendo daily. The rest of my team uses this tool for our onboarding. We recently moved from Delighted to Pendo and I couldn't be happier! Easy to see our NPS score change over a set period of time, as well as see users comments and score.

Cons:

So I only use the one feature while my team makes full use of the rest of the tool. There are really no negatives other than it's overwhelming at first as there are so many useful features. Take time to learn so you can get the most from Pendo.

Pendo is a Lifesaver

Comments: The platform has been great. While we have experienced a few bumps in the road, theres always been workarounds and solutions that solve our problems.

Pros:

Pendo allows me to easily set up guides or walkthroughs in my product. The best part is that it leaves a lot of room to start small and grow.

Cons:

One of our selling points was that it required low development effort and could be managed by a non-developer. While yes, this is true, it can require someone with front-end experience to code a few walk through steps and someone with back-end experience to send additional data to pendo for use with segmentation and analytics.

Alternatives Considered: WalkMe

Reasons for Switching to Pendo: Features. Pendo was already feature-rich, while it's competitors were still "getting there."

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.

A complete product you can trust.

Comments: Pendo is being used in our organization, for a convenient objective in understanding, more than everything to know how our clients use the product that we offer to the exhibition for sale, including how we can better design the software that we currently have to improve the experience of each of the users who navigate through our digital platform, in other words similar and clearer, it should be noted that this system addresses the need to understand how the operators that we obtain on the website interact through the schedules that we have in force and in previous functionality.

Pros:

Pendo provides a clean user interface to interact with, mentioning that this ensures that all data can be found quickly and efficiently, in order to reduce performance slowdown within this platform, which is quite essential for a understandable fluency, without excluding that it promotes accurate and up-to-date metrics on all the information we seek in general, for a more alternative benefit, highlighting that creating guides and surveys agrees to keep us closer to the clients that each organization acquires.

Cons:

The current panel is very easy to use, however, it has a limited customization capacity, which we cannot configure the boards to our scope, much less move functions where it is most relevant, instead of adding them, the which is a quite serious problem, which requires an update for a more flexible platform, especially in terms of adapting the tools to the most conducive environment, for better development.

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.

Valuable Insights!

Comments: From a product perspective, we have gained so much insight into our customers and how they are using our products. We can identify at-risk customers easily and work to get them back on track. Additionally, we recently purchased and implemented the new Feedback module which is going to allow us to centralize all enhancement requests and finally have a data informed product roadmap. We derive a ton of value with this product and it is truly changing the way we do business.

Pros:

We love all the data we have gained about our users and have a much stronger understanding of what they do within our applications. In addition, Pendo has made communication with our customers really easy, especially in times of crisis. I also feel as though we are arming our ENTIRE organization with information they need to do their job. All functions within our organization derive value from this platform and that isn't easy to achieve! Updates are also released regularly which tells me this is an organization that is dedicated to their customers.

Cons:

I think with such an amazing platform, it can sometimes feel overwhelming to get up to speed on all the things we could be doing with the software.

Excellent product, absolutely recommend it

Comments: Excellent product

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 and Meet Roger

Reasons for Switching to Pendo: Usability, sales team responsiveness

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.

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.

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!

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.

A great solution I recommend for marketing teams

Comments: The overall experience has been very positive in helping with enhancing the consumer web experience and helping to provide a lot of useful data around the effectiveness of digital guides and resources as well as general content and landing pages built on our web content management platform. It has met our teams needs and has made a positive impact on how we analyze and view results of programs that are launched and delivered through the website.

Pros:

I really like that Pendo has great out of the box API integrations that has been helpful for creating and publishing interactive digital guides and materials for our customers, which really enhances the digital content delivery experience and overall web experience.

Cons:

The process of implementing advanced web analytics tracking and advanced heat map reporting had been initially challenging and time consuming for our team to figure out all of the intricacies and steps involved to set up a deploy from the get go.

Pending for tracking and surveys

Comments: Overall, it's been a solid product. We compared it to Adobe Web Analytics and found both to be useful, in different ways. The ability to create and execute surveys within a page is the best part of the software.

Pros:

We use this software mainly for page tracking and survey implementation. It's intuitive and easy to use.

Cons:

It's not as granular as I'd hoped it would be in its metrics. What it lacks in depth, it makes up for with style.

Alternatives Considered: Adobe Analytics

Such a plus for Product Managers

Comments: We've used it for product analytics which has helped direct investment in the platform. We are beginning to use it more for driving adoption and deflecting cases by offering more contextual information to customers in places where Pendo has helped us determine they get stuck.

Pros:

I love that Pendo gives me the opportunity to do so many important tasks that I would otherwise need development resources to accomplish. It helps me make better product decisions and stronger product releases.

Cons:

I'd like to see segment management elevated. It's easy to lose track of segments across large teams and it's hard to test what particular users will see. This is important both when you have a lot of potential guides that a given user would see or when you have certain users who you want to make sure are NOT seeing certain guides. I always feel a little unsure what will happen. Additionally, I would like segment rules to be reusable because I sometimes set up the same segment rules over and over again.

Data, Data -- Everywhere!!

Comments: Insights, Data, Client Outreach, Client Interaction!! You name it, it's probably improved since pendo! We've started implementing our direct NPS scores and we've been able to integrate it with our CRM.

Pros:

Implementation was simple, they were spot on for that! On the backend, it wasn't a crazy project, which for the results is outstanding. Once you learn the ropes it is easy to navigate, locate, search, and extract the metrics you need.

Cons:

There are some integration related issues that are a little more complicated to tell 'what went wrong' especially if you aren't code/integration savvy. I wish there was a way to implement team based dashboards, standard company based dashboard (or higher level overview), and then custom dashboards which you can save and name instantly. Ideally, I'd like to be able to have numerous dashboards for specific goals(NPS)/insights(Usage)

Critical Info for Product Managers and Leaders

Comments: It was easy to instrument our application via a code snippet in the header and we were up and running very quickly.

Pros:

It provides in-depth information about how users are using our software as well as NPS information and guides. Information for newly tagged pages/features is available retroactively even for the time when the tagging took place.

Cons:

The dashboard is great, but lacking the ability to drill into the information. Blacklisted servers still ask users for NPS ratings.

Great tool to understand/drive engagement with your software

Pros:

Data collecting is very important and it helps us to make key decisions; Pendo has us covered in that area. But, the rest of Pendo's functionality is amazing and easy to use. We can put a lot of information out in the shape of popups, walkthroughs, resource center, etc., so that our customers have options, at their fingertips, to learn more about our software or the industry. Pendo makes it easy to trigger the information based on actions from our users.

Cons:

So far, we've loved to work with Pendo and all the features we've been able to use.

Pendo is easy to get started, with increasing complexity

Comments: Pendo has been invaluable in providing current and comparative information over time as to customer behavior in our products to give us a better understanding of what they are actually doing, how, and when, as well as a streamlined way of communicating through banners and tooltips.

Pros:

It's easy to get started and learn your way around Pendo to start getting a high level understanding of what is happening in your product. As one of the users who is not setting up most of the tagging, but using it to glean insights about customer behavior, I needed little to no training to be able to get started. When it comes to doing more complex actions, it can help to watch some of the training videos to get a better sense of how to navigate the more complex features. It provides a versatile information to be able to get all kinds of user behavior at the appropriate level of granularity, and makes it easy to see progress over time.

Cons:

Creating common best practices with your team, including templates, consistent nomenclature, etc. can be challenging and its easy to accidentally create redundancies or systems that are hard to understand without knowing about collaborators. We've worked to set up shared communications and systems in order to avoid this, but its something that new teams may struggle with intially.

Great Software for Product Development

Comments: Great support upon setup, we had a professional services project done and our engineer was extremely responsive and support is always helpful.

Pros:

Pendo is easy to use and very effective at gathering analytics the way you need them. Anyone with even limited tech knowledge should be able to get this up and running in their app in a few hours and get the data they need quickly.

Cons:

There are just a few features we need that would really complete their offering (such as hiding guides on specific pages). They do make a concerted effort to update regularly though.