Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.
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WalkMe
Score 7.5 out of 10
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WalkMe is a Digital Adoption Platform (DAP) that promises to transform the user experience in "today’s overwhelming digital world." Using artificial intelligence, analytics, engagement, guidance and automation, WalkMe offers a transparent overlay that assists users to complete tasks easily within any enterprise software, mobile application or website. Founded in 2011, WalkMe software is used by more than 1,500 enterprises globally, including over 30 percent of Fortune 500 companies.…
I compared WalkMe and Pendo back to back, I found the overall product experience in Pendo to be more modern and user-friendly than WalkMe. It seemed like WalkMe relies very heavily on professional services to get the product rolled out and to do anything complex, while Pendo …
Pendo is a lot easier to set up than Google Analytics, in my opinion. As a non-developer, it is important that I can go in and tag what needs to be tagged without having to fight for dev resources. Compared to WalkMe, I think Pendo just offered more customer analytics and was …
I prefer Pendo strongly to all the above competitors. We came from WalkMe and it was a nightmare of a tool, slow, horrible analytics, no real SFDC integration, and an unintuitive guide builder. I found Pendo's analytics much easier to understand than Appcues and Totango isn't …
We used WalkMe for a couple of years, but because we are a single page application we had difficulty with the implementation crashing our site. WalkMe also uses cookies to track users, so every time one of our customers cleared his or her cache, they would receive announcements …
WalkMe is not as user-friendly and the analytics portion at the time was limited. However, their step by step guides and walk-thrus were great. So just depends on whats most important to you.
WalkMe is an industry leader, but they charge an arm and a leg. Working with them you get a lot of support and CSM time, but is it really worth that price tag? Pendo.io was an easy choice for that simple reason.
Easy to implement and set up. Strong track record of success (arguably market leader), including validation through case studies, and through G2Crowd and TrustRadius reviews. The Zendesk integration is great -- users won't have to hop out of the app to access knowledgebase …
Pendo's level of analytics that they provide on how our customers are performing and what they're using within our platform is second to none. We use the guides a lot but we really get value out of being able to see how our customers are using our platform. We're now able to …
WalkMe was much better in terms of features, implementation, and analytics. It's a market leader in the Digital Adoption space so it made sense to begin our digital adoption journey with this tool. The sales team also spent a lot of time with us in understanding our …
Verified User
Vice-President
Chose WalkMe
Pendo didn't have react native support at the time or it would have been the solution of choice. Much better tool.
WalkMe is by far more customizable and fully features compared to its competitors. This does mean it takes longer to learn all the features, however, it also means you can customize the tours to a greater degree. Most of the competitor products are between a third to half the …
New system implementation - if you're switching or upgrading systems, you can ease users through the transition by providing in-system contextual guidance, extra tips, and automating clicks they don't need to worry about.
Data integrity - if you have users making mistakes in the system, you can add validation with WalkMe without the need for developer time and reduce those errors and upstream problems, and related costs
Reducing support tickets - if you have support tickets coming through about how to do tasks in a system, you can reduce the time and cost of your support staff answering these tickets by addressing the queries with WalkMe content
Change management - ease users through change with guidance and provide in-system surveys
Onboarding - bring new users quickly up to speed with onboarding tasks
Automation - automate your regular processes and cut system time, freeing users up for more important tasks
Process/system analysis - use the analytics to track where users are dropping off in processes and making errors and address these with WalkMe content
User experience - make your system more user friendly
Track usage across our platform (new and existing features) - where each customer clicks, how long they stay at certain areas within the software, etc.
Ease of use and getting up-to-speed in a few days only. WalkMe can be used by new users easily and quickly, yet provides a many advance features for power users to keep exploring and creating innovative solutions--there are always some things that you have not used earlier
Great analytics on our platform, usage and adoption by users, and surveys
Very friendly community of users who help each other all the time and structured upskilling programs, weekly tips keep the learning going
I find the reporting and analytics to be a little light. They could improve custom reporting capabilities.
Would like to see the capabilities of the Pendo tagging tool built into the platform. (don't launch a separate product). I find the tagging tool does a much better job at selecting the components to be tagged than the platform does.
Sometimes takes a while to refresh counts when adding a new tag.
Firefox plugin: The only time I use Firefox is when building a walk-thru. I would like to be able to use Chrome to build the walk-thrus.
Logic: Walk-thrus, Launchers, Shoutouts and walk-thru steps use different logic. I can't always fire something based on a click or URL when sometimes I would like to.
Design: You can use CSS to customize the look of your walk-thrus, but there isn't a way to remove the sidebar color of the walk-thrus.
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.
Overall, Pendo provides a smooth interface, especially with the most recent update, and I couldn't imagine using or learning any other platform so product focused. From the moment I log into Pendo, I know where I'm going and what I'm looking for and I'm able to find that, through the interface, in as little time as possible. This helps keep me focused on doing other tasks at work so I'm not overburdened with hunting things down in the system
WalkMe has done a great job of making their tool easy to use. However because it is a Firefox plugin it causes me to need another browser and sacrifice the left 2 - 3 inches of my display, when working on a laptop this makes it a bit painful. Also when publishing you can organize your list of walk-thrus, the window size is small and limited to the constraints of the WalkMe tool.
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 WalkMe Support Team was phenomenal. My support rep made a genuine effort to ensure my success with using the WalkMe Software. She was kind, patient, and very knowledgeable on the software. If there was a question she did not know the answer too, she would find the answer and get back to me as soon as possible
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.
WalkMe is an industry leader, but they charge an arm and a leg. Working with them you get a lot of support and CSM time, but is it really worth that price tag? Pendo.io was an easy choice for that simple reason.
My understanding is that WalkMe was selected based on its capability to support our requirements for our enterprise software. We wanted a product that allows us to provide help at the point of need, provide as little or as much help to guide the user to successfully use the product, and a product that is scalable and can support our growing capabilities.
We have had increased NPS scores due to our ability to target messaging for the right reasons to the right audience members rather than blanket distribution of information.
Delayed deployment in certain environments (being worked through) has led to a delay in one business area, but it is not public facing yet so we aren't heavily impacted by that yet.
With a promise to help onboard, we found that as people interacted with the walk throughs they didn't get any significant value. Self-service wasn't improved, in fact, we got more complaints from the walk throughs than help from them.
NPS surveys were a nightmare to try and integrate with our CRM so we could action the results. Lost time and energy without much support from the WalkMe team
No improvement to our Product Adoption, so all cost and time and energy spent on implementation was a loss.