Appcues vs Pendo.io

• Appcues makes the setup process extremely simple. Rather than having to build all of the cues and flows into our app, we simply installed the Appcues code which essentially lays over top our app and allows us to build any new flows we'd like and push them live without having to consult our engineers.
• Appcues provides a variety of cue options to display to users. There are tooltips, slide outs and full modals. This allows us to target users on different pages without being too invasive.
• Their targeting and reporting is also superb. We're able to show flows to certain users based on URL paths and other actions they've taken within our app. We can also see some great reports of users who have completed our flows and metrics on where they stopped if they did not complete a flow.

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• Research usage by account and by user.
• Showing specific activities rolled up by account or by individual user.

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• We were extremely surprised that there are not any Appcues used in Appcues. The app is pretty easy to use, once you figure out how to use it. There were not any type of tutorials when we logged in that quickly walked through how to setup a flow.
• Appcues has lots of support articles, however they are almost so numerous that it was hard to find simple onboarding documentation that we found useful.
• The different tooltips and product actions are great, but being able to customize the different cues a little bit more by changing sizes and aspect ratios could be an improvement.

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• A lot of the UI still feels like it could be polished -- there's no separate menu to edit/create a segment without first opening a report for example. Most of it is very intuitive but decisions such as the above can be frustrating.
• There are certain fields that can't be used in reports but are available in other parts of the app. For instance, a visitor report can't use the date of response for an NPS survey as a field, so it can't be pushed externally. However, this information is plainly available in the NPS panel. Making additional fields available for use in reports would be a major step forward.
• There still seems to be hiccups with the Salesforce Visitor and Account integrations. Fields don't sync sometimes, or need to be selected multiple times before the field actually displays under the account or visitor.

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• We receive less support tickets from new users because our Appcues flows guide them through completing basic tasks in their account.
• Customers in our trial accounts and free accounts rarely reach out to our team with setup needs.
• Customers using our Appcues flows love the experience, which is crucial during the onboarding process -- especially since our user-base can be less technically savvy.

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• It has had a positive impact on our business objectives because it has given us more concrete information that we can use to decide whether or not to pursue a project or build a feature.

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