#1 most frequent
United States of America
76.6%1,266 installations of 1,652
What is Pendo.io?
Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.
Categories & Use Cases
Product Demos
Who Buys & Uses Pendo.io
#2 most frequent
Canada
6.2%103 installations of 1,652
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
4.2%69 installations of 1,652
Pros
- Robust analytics for data-driven product strategies
- Effective in-app guides and messaging for user onboarding
- Comprehensive collection and leverage of user behavior data
Cons
- Guides UI and operational aspects can be challenging
- Dashboard and reporting features lack organization
- General UI/UX can feel overwhelming or unintuitive
Tracking What Matters NPS Features and Customer Health with Pendo.io
Use Cases and Deployment Scope
Collect in-app NPS at key touchpoints and identify promoters/detractors and follow up.
Identify promoters/detractors and follow up. Prioritize roadmap based on actual usage data. Segment users by role, region, and product version and analyze their behavior. Push onboarding tips, release notes, and feature announcements. Get detailed usage of Daily active users and monthly active users.
Pros
- NPS Surveys
- Feature usage insights
- Identifying user behaviors using Replay feature
- Clearly segmenting users in a way we want it to be
- Identifying time spent on a feature/product to better understand what customers actually use
- Documentation, in-app guides and help section
Cons
- Better grid and charting capabilities
- Sort and filtering on grids to allow real time reporting directly on Pendo.io
- Inviting outside users to view the reports created or sharing of reports outside of the system
- Ability to add or remove fields from the Account Reports, directly from the Account Reports page
- Visualization of charts and box diagrams could be improved
- When creating user segment, it does not show the usernames nor does it provide an option to view the usernames
- Inability to mention which user to omit if the user is inactive. Once the user is registered, it is a user in Pendo.io
Return on Investment
- Time saving at its best. Saves a lot of time to overcome challenges of developing UI for guides and then wait for it to be published as per your sprint cycle / release cycle. It is immediate if we want it to be.
- Cutting cost: Indirectly by directly applying the changes on the product from day 1.
- Less error prone and reduces risk. Analytics is behind the code, although tech savvy people can still know what is being captured but at the same time the capabilities provided by Pendo.io to exclude a specific customer or exclude capturing customer data as it falls under GDPR compliance it at its best.
Usability
Alternatives Considered
Google Analytics
Other Software Used
Salesforce CMS, Azure DevOps Services
Pendo.io usage for global products
Use Cases and Deployment Scope
Pendo.io helps us with adoption problems, such gathering as usage metrics, adoption rates, boosting them with guides and other strategies. It also helps us collecting user satisfaction metrics, like NPS and pNPS. It also allowed us to have data on old, outdated features that needed replacement, allowing us to understand its usage, and helping to choose replacement tools or understanding the criteria to create new ones. We were able to do the decommission of a widely used feature in the application by tracking Pendo.io data, with the communications with our customers and successfully replacing the feature.
Pros
- pNPS from setting it up to the results
- Guides, for all the cases required
- Keeping track of data for feature and page usage
Cons
- Track events can't really create a "standard" output just like Pages and Features
- Feature flags on Pendo.io could help us to better release things to users and accounts without having to use another tool.
Return on Investment
- We were able to reduce risk on decommissioning outdated features pretty well.
Usability
Other Software Used
Azure DevOps Server
Pendo
Use Cases and Deployment Scope
I use Pendo to fully understand how users engage with my product. As a product manager, this helps me quickly see where my users are focused, what content is most relevant to them and what content they are not using or are unaware of. Following these user journeys and identifying volume of traffic then supports decision making, but applying engagement numbers to recommendations.
Pros
- Clear, accessible and understandable usage summaries
- Easy to implement NPS surveys, that support user follow up
- Segmentation tools that can be used to hone in on specific user types, accounts or clients with particular behaviours
Cons
- Assigning multiple Product Areas to a page/feature would help in building out multiple content groupings
- Including Product Area as a means of building out segments would reduce the need to include multiple pages, which can be very time consuming
- A wider range of widgets, especially around user lists, would be helpful
Return on Investment
- Pendo has reduced the Product Manager team reliance on external teams to provide usage information, meaning that we can self-serve and therefore saving time for other teams and getting us to the data quicker.
Usability
Other Software Used
Jira Product Discovery, Miro, monday.com
Pendo.io is great for Product Teams
Use Cases and Deployment Scope
We use Pendo.io in multiple products at ECI for a variety of purposes. We use Guides to inform customers about updates to the software or up-coming maintenance windows. We use polls to understand customer satisfaction with new features, we use analytics to see where customers are spending time or not spending time, we use the NPS to understand general customer sentiment and we use it to promote additional features or add-ons to the software for customers to increase the value we provide.
Pros
- Guides
- Analytics/Dashboards
- NPS Tracking
Cons
- Polls/Surveys
- Comparison tracking/reporting
- Resource Center could have more features and be easier to use.
Return on Investment
- Reduced support calls
- Better adoption of new features
- better understanding of what features customers want us to build
Usability
Alternatives Considered
Fin by Intercom
Other Software Used
Microsoft Power Automate, JobBOSS², Deacom ERP
Pendo.io - quant to your qual
Use Cases and Deployment Scope
We use Pendo.io as one of our main sources of product analytics, intercept surveys, and onboarding guides for our users. It provides us the quantitative data we need to pair with the qualitative insights we receive from our other research methodologies. We've also used it to announce and onboard users to new features and capabilities beyond the training our support team can provide.
Pros
- Intercept surveys
- User access and management
- Onboarding guides
Cons
- Easier tagging of features and buttons within a page
- More in depth capabilities with intercept surveys (like question logic)
- Eye tracking capabilities
Return on Investment
- Ability to marry qualitative insights to quantitative analytics (such as what features users are not using to then follow up and ask why)
- Ability to identify and track individual product users
- Ability to target specific subsets of users for intercept surveys
Usability
Alternatives Considered
LogRocket, Tableau Cloud and Fuel Cycle
Other Software Used
Atlassian Confluence, Qualtrics XM for Strategy and Research, UserTesting, User Interviews, Figma
