Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.
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UserGuiding
Score 9.9 out of 10
Mid-Size Companies (51-1,000 employees)
UserGuiding helps companies to improve product adoption by designing interactive user onboarding flows. Non-technical people can create step by step product walkthroughs, without any coding. UserGuiding also provides analytics to track the performance of the tours, segmentation to create more personalized experiences, NPS for capturing feedback, and onboarding checklists for a wholesome onboarding experience. From Red Ventures to Young Capital, thousands of companies trust UserGuiding.
Pendo.io is very well suited for organizations, who want to quickly connect with Customers without even directly talking to them. Pendo.io allows in-app guides and documentation to help organizations connect with their customers and guide them in their product. The feature tracking capability is the best to understand the page/feature usage also by segment to categorize and understand user behavior. Replays are somewhat helpful but still can have improvements. Less appropriate where the customer base is less.
I would recommend this to teams who have multiple people who can work together in getting the necessary source codes input, the guides built, and the parameters identified. I would also recommend this product to anyone who is primarily concerned about price. Compared to competitors, the price vs the feature set was by far the best out of the 6 companies I demoed with. If one person is trying to get this set up and it isn't part of their full-time job, it will take a while because there is a pretty big learning curve as to what order to do things. Further, once the basics are set up, it does take a fair amount of time and testing to build the walk-throughs, especially if you want to use advanced logic
The guide builder UI could be a bit more user-friendly; it's hard to remember where the different options are at first and takes some practice.
Interpreting user paths visually can be tricky at times, especially when trying to understand where drop-offs or blockers occur.
More granular user permissions so that I don't need to grant full admin rights to a user if I want to let them edit translations on a guide, for example.
The initial setup process isn't as transparently intuitive as it was sold
It's a fairly large barrier to entry for one person to get the guides set up
We weren't instructed how to 'turn off' the URL hits until we had our parameters segmented so the first two months we hit our limits before anything was even launched on our end. That made testing hard.
We have had an excellent experience with Pendo. When we've had questions or concerns, Pendo is very quick to respond and communicate with us. We have experienced top-notch customer support and customer engagement. We have actually modeled some of our implementation and product processes after Pendo's examples.
It is intuitive for core tasks like tracking feature usage, building Guides, and viewing dashboards. The interface is clean and well structured, making it easy for product managers and operational teams to get value quickly without heavy technical support. However, there is a noticeable learning curve when setting up advanced custom events, reports, or integrations, which can take some time and internal knowledge-sharing to master.
Every time I have logged into Pendo, the service has been available for me to use. The page has never been down when I am trying to get info from there.
They've been great anytime that we have needed help with something. They also have some really great help articles. We're able to figure most things out through their articles, but when we've had to call in they've been very helpful and we haven't had any problems. I'd highly recommend working with them.
The training schedule was well thought out and tailored to meet our needs. Chantelle stayed with us through the whole implementation and made sure that we were good to go.
Pendo.io excels at creating guides. The editor experience is precisely what anyone working with a DAP tool desires – unobstructed and focused on a single screen. Pendo.io boasts AI features, and the customization options exceed expectations. When we became more familiar with the product, we questioned why we hadn't considered it sooner. Pendo.io has simplified analytics, making them as straightforward as bread and butter. The number of widgets available for data representation in the dashboard is astounding. Furthermore, Pendo.io offers a wealth of features, including feature tagging, webpage tagging, Pendo Listen, NPS surveys, a resource center, and more. I used WalkMe for three years and encountered challenges achieving the desired flow for customer onboarding, which sometimes proved difficult. In contrast, Pendo.io makes everything achievable thanks to its ability to incorporate custom code into guide creations.
By far the best price for the available features. They had a really easy demo scheduling process (and had availability to demo within a day or two where some of the other products were a week+ to schedule). You can build unlimited guides and if you don't hit your user limit because you failed to identify target parameters at the start, that is a huge selling point ;)
We lost two months due to running out of 'hits' before we were able to target the right fields. This was partly our fault for not having enough time to dedicate to it, but it would have been helpful to have a 'pause' button or be told to look out for this scenario.
We canceled our account after 4 or 5 months because I, as the sole user on our team, didn't have nearly enough time to build out the guides the way we had envisioned. It wasn't quite as easy to understand as I'd hoped. It was doable, but a slow process and I got too busy with other pressing issues with my company.
It would have been a good ROI for the available features and price if I'd had a solid amount of time to really build it out and understand it better. The training options could have been a lot more user-friendly to help bridge that knowledge gap.
