TrustRadius Insights for Pendo.io are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Easy to use interface: Users have consistently praised Pendo.io for its easy-to-use and intuitive interface, with many reviewers stating that it allows them to navigate the platform efficiently and complete tasks quickly.
Great customer support: Numerous users have commended Pendo.io's customer support team, describing them as phenomenal, responsive, helpful, and understanding. The positive experiences shared by these users highlight the high quality of support provided by the team.
Valuable analytics capabilities: Many reviewers appreciate the analytics features offered by Pendo.io, noting their simplicity and ease of understanding compared to other tools like Google Analytics. These capabilities allow users to track usage by account and individual user, helping them gain valuable insights into customer behavior.
I use Pendo regularly to read and respond to comments specific to our product.
Pendo helps me to ensure that I have the most up to date information from my users, and it helps me identify trends that our users might be experiencing.
Overall, I say I use Pendo 3 times a week!
Pros
I like the format of data pulls
I like how it syncs with Slack
I like that I can create my own custom reports.
Cons
If anything, I would say that the UI could use some improvement.
Likelihood to Recommend
Pendo is a great tool to identify trends in the satisfaction of your product. The ability to pull a report, and filter down to specific keywords, or ratings, or even companies, is very useful.
If you are looking for a way to identify your user satisfaction, I would recommend Pendo.
VU
Verified User
Contributor in Customer Service (10,001+ employees)
Enables us to be product led, where we can rely on actual data rather than opinion. We use analytics, session replay, feedback and polls via Listen, as well as heatmaps, custom data reports and custom dashboards, resource center and guides. We are investing heavily in in-app guides for onboarding new users and educting esisting users.
Pros
Analytics - ability to rebuild new analytics back to the snippet install date
Guides & Resource Center - ability to create and deploy guides without the need ofr development.
Feedback, polls, surveys and NPS - quantative and qualative data is invaluable.
Cons
Listen - searchable dashboard for existing requests.
Guides - work on more than one guide at a time.
Dashboards - ability to choose location of widget to be added, i.e. top or bottom, not always default to top. then have to drag widgets to the bottom, which is a pain.
Likelihood to Recommend
Pendo is very well suited to the following scenarios: Applications where click tracking is important for data led decision making. Applications where in-app help and guidance are beneficial to help users where and when they need it. Applications where watching users actually using your application via session replay. I have not yet used Pendo on a mobile application or an application thats responsive for mobile.
I use Pendo.io from a Customer Success standpoint, partnering with the Product and Product Analytics teams at our organization across multiple products. In addition to building out user engagement opportunities and connecting customers to solutions and resources in-app, I also use it for advertising upcoming CS webinars that help them optimize their product adoption and get the most out of their investment.
Additionally, I've used Pendo.io to build a post pNPS workflow for both detractors and promoters, offering promoters the chance to complete product reviews on external sites; and offering detractors the chance to connect directly with leadership to share their feedback.
Pendo.io is also excellent for onboarding, identifying segmentation and developing user personas. I enjoy the ability to develop very targeted messaging to specific users, empowering them to solve as many of their product questions in-app and avoid interrupting their work.
Pros
In-App Guide Building
In-App Resource Portal (very customizable)
User Segmentation and journey building
Adoption and use case data
Cons
Socializing to product teams that there's a huge benefit to partnering with their Customer Success org to optimize its use
Likelihood to Recommend
I regularly proselytize Pendo.io to coworkers across organizations - Product; Product Analytics; Customer Success; etc. I think that the value to CSMs is incredible in terms of product use and allowing them to get more detailed data on what their customers are doing in product. Ideally that information would feed from Pendo.io into a tool like Gainsight so the CSMs didn't have to use yet another solution for their customer discovery work.
Pendo.io is also great for A/B testing specific guides; features; etc. Their new embedded guides now allow the opportunity for additional testing and a more native look/feel to key messaging - which is great. Our organization hasn't leaned into that feature as much as we could yet.
Pendo.io is a great tool that could easily benefit multiple orgs within a company - UX; Research; Product; Analytics; Product Marketing; etc. I wish my company would lean into it as a comprehensive solution more.
We use Pendo to deliver in-app messaging about new features, run product experience surveys, and report on and analyze user behavior in our application to plan new enhancements and features. Pendo helps us understand how customers are using our products, enabling us to make data-informed decisions and deliver critical messages to specific user segments.
Pros
Tagging pages and features.
Building dashboards and reports.
Creating and deploying user guides.
AI-supported guide translation/localization.
Cons
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.
Likelihood to Recommend
Overall, Pendo meets our core needs. The way with minimal training, you can get started on building guides, tagging pages, and features, is great. I also love that when you are done tagging a new product area, you get historical data. Pendo has given me insight into some user behaviours that have supported enhancements that streamline their experience. The visitor report building is fantastic.
VU
Verified User
Contributor in Product Management (501-1000 employees)
We have a wide range of use cases for Pendo, but in my particular role, I primarily use it to track our clients' engagement with our platform and where they spend their time while using it. We also use the pop-up functionality extensively.
Pros
Pop ups.
Engagement Tracking.
Tracking points of Activity - and time spent.
Cons
Scroll feature gets caught in modules and you have to pivot away to scroll down screen.
Would like to be able to throttle frequency of pop ups.
Better tracking and detail of feature usage.
Likelihood to Recommend
One specific scenario is when a client or prospect is trialing a specific feature of the platform or the platform itself, and we'd like to follow their activity after they've signed on, including how long they were logged in and what they used while there. Pendo is great at this.
Before using Pendo, we struggled to find simple data, such as the number of users logging in each day, using a specific feature, and drop-off rates, among others. Hence, we began searching for a Product analytics tool, conducted demos with 8-10 companies, and when we saw Pendo, the first impression from the team was the ease of use and simple UI. Pendo is helping us understand how many users have low, medium, or high engagement in our software. It has helped us recognize our power users, and getting "real" feedback from them helps with direction for the product improvement roadmap. Pendo has enabled a lot on our product communication side, with guides that allow us to inform our users in real-time, especially when emergency outage issues arise or frequent product updates and release news are needed. It is easier to onboard our users with the help of guides. They have recently started their email and journey feature, which enables us to bring back our dropped-off users (re-engage), reducing the churn rate and impacting revenues overall. The only downside I would say is the cost of Pendo; it is expensive compared to some of its competitors. As we have invested in setting up Pendo for our single-page application, it is challenging for us to switch.
Pros
Analytics - helping us know who our power users are, and the difficulties they face, to be able to improve our product.
Feedback - guides help us survey our users.
NPS - we were not able to do NPS before but with Pendo it is possible.
Cons
Reports/Dashboard
Guides - Sometimes guides are glitchy or gets wonky on multi-step guides.
Likelihood to Recommend
Product analytics provide accurate data that you can expect from Pendo. We have been able to learn more about users using Pendo. We can easily pinpoint what each user is doing and can better prioritize items for the product roadmap. Sometimes, Guides have been a bit glitchy to work with, crashing suddenly or feeling unstable; some improvement in this area could be beneficial.
VU
Verified User
Analyst in Information Technology (51-200 employees)
We use Pendo.io to add helpful information and guides to our saas eSourcing platform. In particular, thanks to Pendo.io, buyers are guided in the creation of Requests for Quotation on the platform, and we have significantly reduced the number of tickets opened to the support team, addressing the most requested clarifications. We are able to customize the information we want to display to users (not possible on the SaaS platform), for example, with instructions on how to complete requested fields and suggestions on different configuration alternatives.
Pros
Guides users.
Reduces tickets to the support team.
Provides usage analytics.
Cons
Some features are complex to tag.
Likelihood to Recommend
It is beneficial if used on SaaS that offers little customization. It is undoubtedly less suitable for straightforward processes where the activities performed by users are always the same and already well-defined. At the same time, it is very useful for processes that involve activities that can be performed according to various alternatives.
VU
Verified User
Analyst in Information Technology (10,001+ employees)
Collect user behavior data and helps with insights about the health of our product. We have access to multiple analytics reports and we are able to identify low engagement users and take action to avoid a possible churn. It also helps us to create a user onboarding guide, without the need of developers working on it.
Pros
Collect retroactive data
Dashboard creation
Analytics reports
Collect user behavior data
Cons
Pendo.io Guides
Feature and page tagging on mobile apps
Being able to create a dashboard with widgets available on visitor and account page
Likelihood to Recommend
Pendo.io does a really good job with data, it's easy to use, great flexibility when creating dashboards and reports, it has multiple integrations with different platforms and support for API integrations aswell. Pendo.io is not so good with the Guides and Resource center module. It offers a lot of customization but it needs some technical knowledge to fully use those tools. We are able to do what we want but it's not something easy to explain for a PMM how they can transform a radio button poll into a checkbox poll (it needs to use some JS but it's not the end of the world, just creates a big barrier for people who don't have any technical knowledge).
VU
Verified User
Analyst in Product Management (501-1000 employees)
Pendo.io ties into a number of our SAAS solutions. It allows us to track usage of our solutions, gather customer feedback and provide in-app guidance to our users.
Working in Value Creation, I'm keen to understand how new features are adopted by our customers. Pendo.io allows me to report on the adoption of new features, then push out guides to prompt further adoption and gather feedback from customers.
Pros
Account & Visitor usage reporting, showing time logged in, number of clicks and number of features used.
Dashboards, allowing for grouping and visualisation of key data for one or multiple solutions.
In-app user guides and polls, allowing for alerts and knowledge to be shared and insights to be gained from users.
Cons
This may be specific to the solution I work with, but I struggle with some of the workflow features where the button that ends a workflow may be clicked multiple times in the process.
It would be great to have a way to directly reach back out to a user after they've provided feedback via a guide, without having to create another guide targeted to that specific user.
I think this is coming, but being able to amend the steps in a guide from within Pendo, without having to log into the specific solution.
Likelihood to Recommend
It's allowed us to audit usage of our solution and determine whether users are exceeding their licences, where this is less appropriate is trying to determine whether the reported users are designated the correct licence (though our solution should be doing more here).
It is excellent where you have an in-app action that you want to track usage of, however where you'd like users to automate processes as much as possible, it's difficult to measure automation.
VU
Verified User
Contributor in Professional Services (501-1000 employees)
We use Pendo.io for a bunch of different reasons. For some applications, we add Pendo.io guides to announce new releases. For others, we use guides to announce new features and walk the user through using the new features. We also use Pendo.io track events to store some event data, specifically how long it takes to load some pages. We also have dashboards showing user activity and user statistics.
Pros
Pendo.io does guides really well
Feature tracking is fantastic and super helpful
The Pendo.io track events are super helpful also
Cons
I don't think there is actually anything I think you guys should improve
Likelihood to Recommend
Yeah, if I was asked by someone whether I would recommend Pendo.io, I definitely would say yes! And I have, actually. As a developer, I definitely see the value in using Pendo.io in our applications. Just being able to see how frequently different features are used is immensely helpful.
