Overall Satisfaction with Pendo.io
Pendo is being used for one of our newer products (where it was easier to work into the code), but not for our flagship product. It's used for analytics, occasional announcements, and invitations to participate in our NPS survey. We could/should be using it more.
- I love that you can target specific tags and elements for analytics. It's pretty easy even if you don't understand HTML, and super easy if you do.
- It's easy to set up specific filters and audience groups to slice and dice the data.
- Pendo is very flexible... and sometimes that causes problems. For example, you can customize your guides and invitations with your own HTML, CSS, and JS, but the effects of doing this are not always obvious and sometimes break the experience without you being able to tell. I've had a support person even tell me that they recommend people NOT change the HTML or CSS for this reason... in which case the feature shouldn't be exposed to users.
- It is harder to identify specific data about a user (role, permission level, etc.) than it ought to be. You can set up specific custom fields, but it's not easy and requires a bunch of coordination.
- I'm not in the loop on ROI issues.
Pendo is much simpler than the competition:
- WalkMe seems to be very robust for guided walkthroughs, but the UI for both authors and visitors is clunky by comparison to Pendo.
- Google Analytics tracks anything and everything... but only if someone else has set it up properly. It's very difficult for someone without direct access to the code to start tracking anything, or to make sense of it once they do. Pendo is lightyears ahead in this regard.
Using Pendo.io
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Setting up analytics (tags)
- Setting up filters and target audiences
- Changing CSS, HTML, or JS can have unexpected results.