What users are saying about
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Top Rated
50 Ratings
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Top Rated
83 Ratings

ChurnZero

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Top Rated
50 Ratings
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Score 9.3 out of 101

Pendo.io

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Top Rated
83 Ratings
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Score 9.1 out of 101

Likelihood to Recommend

ChurnZero

Very helpful for software organizations where you need to measure specific usage points from your customers in real time. Helpful when you use a CRM like Salesforce where you want the data automatically imported and easily manipulated. It's great when you need to be able to segment your customers my different points. Helpful when you need to easily organize your customer accounts by: plan, plan length, tenure, etc
Austen Duzey profile photo

Pendo.io

Pendo.io is well suited for companies that want detailed usage information. Page and feature tagging is simple, yet offers incredible information on behaviors (funnels, paths, etc). The Product team finds this detail invaluable in supporting data-driven decisions for design and development.Pendo.io is well suited for companies that need usage information to guide implementation and customer communication. Customized dashboards allow different teams to view at-a-glance information that is important to their work. The in-app guides make it simple and easy for users to access resources without having to navigate away from their work.Pendo.io may not be well suited for companies that need to track text/content entered into text boxes within their application, although we have not found that to be a problem.
Jennifer Gray profile photo

Feature Rating Comparison

Security

ChurnZero
8.6
Pendo.io
Role-based user permissions
ChurnZero
8.6
Pendo.io

Platform & Infrastructure

ChurnZero
8.6
Pendo.io
API
ChurnZero
8.3
Pendo.io
Integration with Salesforce.com
ChurnZero
8.8
Pendo.io

Customer Data Extraction / Integration

ChurnZero
8.4
Pendo.io
Product usage
ChurnZero
8.5
Pendo.io
Help desk / support tickets
ChurnZero
8.3
Pendo.io

Customer Success Management

ChurnZero
8.4
Pendo.io
NPS surveys
ChurnZero
8.3
Pendo.io
Sponsor tracking
ChurnZero
7.8
Pendo.io
Customer profiles
ChurnZero
8.5
Pendo.io
Automated workflow
ChurnZero
8.4
Pendo.io
Internal collaboration
ChurnZero
8.0
Pendo.io
Customer health scoring
ChurnZero
8.6
Pendo.io
Customer segmentation
ChurnZero
8.9
Pendo.io

CSM Reporting & Analytics

ChurnZero
8.5
Pendo.io
Customer health trends
ChurnZero
8.6
Pendo.io
Engagement analytics
ChurnZero
8.6
Pendo.io
Dashboards
ChurnZero
8.1
Pendo.io

Pros

ChurnZero

  • I like that there are easy data exports. Often times I'm tasked with pulling usage reports, but more importantly, what are they looking at when they log in.
  • I like the alert system. My mind is often in several places so it's good to be reminded of a client that I may not have thought of in a while.
  • The segments are also great because not only am I able to create my own segments, but I'm able to be easily assigned things which helps with my organization.
No photo available

Pendo.io

  • 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.
Ted Boren profile photo

Cons

ChurnZero

  • Having recurring journeys would be great for journey scenarios that occur more than once
Mark E profile photo

Pendo.io

  • 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.
Ted Boren profile photo

Likelihood to Renew

ChurnZero

No score
No answers yet
No answers on this topic

Pendo.io

Pendo.io 9.1
Based on 2 answers
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.
Jennifer Gray profile photo

Usability

ChurnZero

ChurnZero 8.2
Based on 1 answer
ChurnZero its pretty easy to use once you have received the proper training on the platform. Most of their features are very self-explanatory and you just need a few attempts and tries around the platform to master the usage of these features. Having someone who dedicated to this platform and dedicated to helping your team with it, is also key to success.
Pamela Castillo profile photo

Pendo.io

Pendo.io 8.3
Based on 3 answers
Generally very easy to pick it up and start using right away without a great deal of training.
Ted Boren profile photo

Support

ChurnZero

ChurnZero 9.1
Based on 1 answer
The support member Peter was very proactive in booking time when he felt that further explanation was required. He also took time to understand my issue and provided answers that I was not even aware of
Preston Lam profile photo

Pendo.io

Pendo.io 8.1
Based on 2 answers
Pendo.io doesn't have phone support, which I would prefer. But, their email support is stellar, and they always make sure that urgent requests are handled accurately and quickly.
Emily Hardin profile photo

Online Training

ChurnZero

ChurnZero 9.1
Based on 1 answer
The training and onboarding have been very helpful. Since I was not a part of the team when ChurnZero was implemented, it was important to get brought up to speed as quickly as possible and our CSM has been incredibly receptive in that regard.
Ben Butler profile photo

Pendo.io

Pendo.io 9.1
Based on 1 answer
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.
Emily Hardin profile photo

Alternatives Considered

ChurnZero

I have not looked at any other competitors. My company has been using CZ since I arrived in November 2018.
Emily Mikes profile photo

Pendo.io

Pendo is much simpler than the competition:
  1. WalkMe seems to be very robust for guided walkthroughs, but the UI for both authors and visitors is clunky by comparison to Pendo.
  2. 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.
Also Pendo has the very cool capability of allowing you to look backwards in time, and see analytics for the past--even if you hadn't yet set up the specific tags you want to track for that period in the past. (I believe you DO have to have Pendo already installed for that period, but you don't have to have specified everything in advance; you can do that later.)
Ted Boren profile photo

Return on Investment

ChurnZero

  • As a CEO it has had a positive impact on my state of mind knowing where we stand.
  • Our churn has decreased after switching to Churnzero, the whole package and their execution played a significant part in the objective.
Richard Diener profile photo

Pendo.io

  • Since we signed up with Pendo, we have increased the level of engagement of our customers
  • Using Pendo has helped us reduce account churn
Brendan Lash profile photo

Pricing Details

ChurnZero

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Pendo.io

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

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