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Receptive.io (discontinued)

Score8 out of 10

12 Reviews and Ratings

What is Receptive.io (discontinued)?

Pendo Feedback (or Receptive / Receptive.io, acquired by Pendo in 2019) was a SaaS product demand intelligence platform used to collect product feedback and feature requests from customers as well as internal teams. Some years after the acquisition, the product was discontinued.

Categories & Use Cases

Reviews

What users are saying about Receptive.io (discontinued).
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Pendo Feedback is a great complement to Pendo Analytics

Incentivized
Todd Burkholder
Software Development Manager in Information Technology at Our Sunday Visitor, Inc (201-500 employees employees)

Use Cases and Deployment Scope

We use Pendo Feedback to help capture requests from customers for new features. This creates a central location where all customer feedback can be maintained and analyzed. Customers can enter in requests themselves or our tech support team can enter them in on their behalf. When we implement features that have been requested, Pendo Feedback automatically communicates the progress to the interested customers, helping to close the loop with them.

Pros

  • Captures feature requests from customers
  • Organize feature requests
  • Communicate progress updates to customers

Cons

  • Improvement could be made on easily grouping and reporting on feedback by customer parent account, not just by actual customer
  • Feature requests states are predefined. It would be nice if those were customizable so they could match our actual business states
  • The interface to update and manage the details of feedback requests could be improved and streamlined

Return on Investment

  • Pendo Feedback has helped our business consolidate all our customer feedback into a single location, making it easier to manage.

Other Software Used

monday.com, Datadog, Microsoft Teams

Eliminate product prioritization struggles!

Incentivized
Stephanie HansonView profile
VP of Product and Development in Product Management at Healthicity (11-50 employees employees)

Pros

  • Easy collection of enhancement requests
  • Linking to Jira tickets for development priorities
  • Provides visibility for our customers into their priorities

Cons

  • Filtering in general is not easy
  • I would like to be able to create a leadership priority dashboard
  • I would like to know easily when something has been linked to Jira

Return on Investment

  • Able to tie costs to enhancement requests via Jira integration

New Name, Same Solid Value

Incentivized
Clinton Brady, MBAView profile
VP of Customer Experience in Customer Service at Rain Retail Software (51-200 employees employees)

Pros

  • Organizing data from users.
  • Customize questions and users.
  • Manage priorities for our customers easily (intuitive).

Cons

  • Do not charge per user (we almost cancelled over that).
  • Get rid of or make the assumption of time and money saved more realistic.

Return on Investment

  • Helped us understand customer priorities.
  • Provided us a way to weigh the value of a feature.
  • Given us a way to touch hundreds of customers in one comment.
  • Customers start to think we work on very little based on the number of requests compared to the number of releases.

Alternatives Considered

Zendesk

Other Software Used

Close, Zendesk, Slack

Pendo Feedback: Give your users a transparent place to make suggestions

Incentivized
Elisabeth HuntView profile
Director of Member Support and Training in Customer Service at Species360 (11-50 employees employees)

Pros

  • Allows end users to prioritize their requests - and shows them that prioritizing one de-prioritizes the others.
  • Provides decent reporting so I can see what users want filtered a variety of ways.
  • Has a great "director dashboard" I can use to show the CEO how much time it's saving us.

Cons

  • I wish I could customize exports; e.g. if I just want to export all items and the number of votes.
  • Managing my "team" users vs. end users is a little clunky.

Return on Investment

  • We were managing these enhancements in our support ticketing system, using spreadsheets, and it was TERRIBLE. Being able to tell a user "Great idea! Submit it to Feedback!" has saved my support team hundreds of hours.
  • We have reduced incoming support requests when the request is really an enhancement - the ability to have a "Suggest Features" widget in our software sends users straight to Feedback.
  • Because we can make some fields required, we can cut down on the need to reach back out to our users for clarification.

We were receptive to Receptive...and it's paying off

Incentivized
Verified User
Employee (51-200 employees employees)

Pros

  • Receptive organizes the masses of data on product feedback that we have into digestible, actionable items. We're able to manage a workflow in an orderly fashion and ensure that all of our information on what customers want is in one place. Receptive's Dashboard is a great place to land on without getting too overwhelmed at all the incoming requests from our customers - it shows us what items have been waiting the longest, the most valuable requests, the most popular requests, and more. The Dashboard alone has helped us focus on product feedback more strategically without getting sidetracked by the influx of data.
  • Receptive allows for thorough collaboration amongst our internal teams. Before we implemented it, it was sometimes a challenge to stay on the same page. Now we all have one central place to look; the activity timeline, team member tagging, and reports/metrics functionalities are all quick views into what our internal teams are doing, and we're able to easily update each other on statuses without adding to each others' email stockpiles.
  • Receptive's own customer success for their customers (us!) is top-notch. Our CSM Aly is a true advocate for our cause and needs within the solution. She's faithfully met with us every few weeks to check in on how we're doing, and gone extra steps to ensure that we're taken care of. They've made it very easy to be a customer of Receptive, and they've listened to our voice in our feedback for their solution, and we can clearly tell!

Cons

  • Receptive's user interface is generally very navigable and simple (and also looks nice)! However, we've come across a few navigation quirks that we believe could vastly be improved, particularly in their Browse column, where you can view all feature requests. We wish Receptive used webpage real estate a bit more efficiently - a lot of blank space and scrolling, as well as 'next page' clicking is necessary to browse requests. It would help if there were some sort of a preview pane for the requests, and if the filters were all at the top.
  • A particular functionality that we've been asking for a long time from Receptive isn't there yet: customizable feature statuses (such as Under Review, Planned, Building, Released, Declined, etc.). It looks like it has been highly requested in the past, and we're pretty sure many customers would benefit from it and love Receptive even more. We're really hoping Receptive will release it soon.

Return on Investment

  • Receptive has improved our interaction with customers / engagement, which has helped us to maintain customer relationships better.
  • Receptive has decreased the time spent in trying to organize and manage incoming product feedback data by allowing us to automate the process.
  • Receptive has helped us strategically to determine where to go in building a better product for our customers - one that they love to use and know that they're valued by.

Alternatives Considered

UserVoice and ProdPad

Other Software Used

Intercom, Microsoft Yammer, Trello, MailChimp, Typeform, ClientSuccess, Zoom, Calendly