ChurnZero vs Pendo.io | TrustRadius

What users are saying about

Score 9.1 out of 10

Based on 84 reviews and ratings

Score 8.6 out of 10

Based on 91 reviews and ratings

Feature Rating Comparison

ChurnZero

Pendo.io

Role-based user permissions

ChurnZero

Pendo.io

API

Integration with Salesforce.com

ChurnZero

Pendo.io

Product usage

Help desk / support tickets

ChurnZero

Pendo.io

NPS surveys

Sponsor tracking

Customer profiles

Automated workflow

Internal collaboration

Customer health scoring

Customer segmentation

ChurnZero

Pendo.io

Customer health trends

Engagement analytics

Dashboards

Pros

Via our online portal that our client base uses, we can send direct messages, pop-ups and even NPS surveys directly to their online account. This is extremely important because this is where our clients are logging in so we can tell them important things like "we have a new release, watch this video" or "do not lose access to your data, your renewal is right around the corner so email me". I feel like we're communicating with our clients in a way we could never do before.
It allows you to create segments. For example, I could create a segment of clients that are up for their renewal who have low usage. When a client enters that segment it can then alert me. Or even better, it can automatically send out an email and log activity to our CRM to follow up in a week. This 1 example will help us reach out to clients when they stop using the tool and/or find out why they did.
It integrates with all our systems: Salesforce, Zendesk, Gmail, Google Calendar, Slack, webinars, etc.
Support is amazing!

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Director of Client Success

DonorSearchInformation Technology and Services, 11-50 employees

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High-quality analytics.
Pointed delivery that meets the user's needs of information, without destroying the Customer Experience.
Dedication to customer success. Anytime I have gone to the Pendo.io team for clarity beyond what shows in their app and docs, they are quick and informative, while updating what they have publicly available.
Usability-driven - Pendo.io realizes not everyone uses the same platforms, and makes the best possible availability of integrations and ability to custom-code an integration through their robust API.

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Jeremy Robinson

Support Community Manager

ConvercentComputer Software, 51-200 employees

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Cons

The email that is sent out to clients does not tie to our company or that it's coming from Churnzero. It is too general which may confuse clients.
Attachments are not allowed which is not too important for right now but can be useful in the future.

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Upgrade Specialist

GrubhubFood & Beverages, 1001-5000 employees

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I would love it if Pendo.io would add a dedicated space where you can work on segments. Having to access them through drop-downs in random places throughout the app isn't the best.
I'd love for them to expand their integrations with other programs that support product managers.

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Director of Product

Fusion Web ClinicComputer Software, 11-50 employees

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Likelihood to Renew

ChurnZero 9.1

Based on 1 answer

It's a great software and tool specialized in helping the company know its customers and prevent them from leaving. It also helps data analysis and automation.

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Samuel Hewstone

Customer Success Agent

TGAInformation Technology & Services, 11-50 employees

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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.

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Director of Product Experience

Weave EducationEducation Management, 11-50 employees

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Usability

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.

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Pamela Castillo

Client Success Manager

ConsumerAffairsConsumer Services, 51-200 employees

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Pendo.io 8.2

Based on 3 answers

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

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Technical Product Analyst

APS PayrollComputer Software, 51-200 employees

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Support

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

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Customer Marketing Programs Specialist

PathFactoryComputer Software, 51-200 employees

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Pendo.io 4.3

Based on 3 answers

My initial review of Pendo was glowing - as was my experience at the time. Since then Support, which was once a huge Pendo plus, has become a disaster. They've moved away from dedicated CSMs - at least for a segment of accounts - and to a centralized support model.. however, it can take a week for me to get an initial response to a ticket. I've had to escalate darn near every one in recent months, and most never get satisfactorily resolved. Feels like major scaling issues going on at Pendo, and a whole lot of untrained people. And yes, this will make me reconsider renewing at the end of the year.

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VP Product & Customer Experience

KlueComputer Software, 11-50 employees

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Online Training

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.

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Customer Success Manager

WorkzoneInternet, 11-50 employees

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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.

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Director of Product

Fusion Web ClinicComputer Software, 11-50 employees

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Alternatives Considered

In general, while ChurnZero's reporting is a tiiiiiiny bit less flexible than that of Natero's, it's clear that ChurnZero was more tailor made for teams like ours, both in terms of look and overall functionality. Also, in our interactions with the sales team, ChurnZero seemed more like the kind of company we'd much prefer working with

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Trevor Machinia

Director of Training and Support

WorkzoneInternet, 11-50 employees

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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.

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.)

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Senior UX Researcher

InstructureInformation Technology and Services, 1001-5000 employees

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Return on Investment

The main positive I have seen is getting a holistic view of who our customers are and what they are doing with our application in place. Before, we had this information but it was not easily accessible and hard to interpret.

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Senior Customer Success Manager

CallRailComputer Software, 51-200 employees

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95% reduction in required dev resources, freeing them up for more product development
Roughly a 400% increase in effective customer messaging from 2017 (31 guides) to 2018 (currently, 141 guides), spurring all kinds of engagement from more feature usage & discovery to education & in-app training.
100% of all new features and feature updates are now substantiated by quantitative and qualitative data, in-part sourced from Pendo.

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Jonathan Slavuter

UX / Product Designer

Conductor, Inc.Internet, 201-500 employees

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Screenshots

See All (9) ChurnZero Screenshots

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Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

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Entry-level set up fee?

No

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

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Entry-level set up fee?

No

Rating Summary

ChurnZero

Pendo.io

ChurnZero

Pendo.io

ChurnZero

Pendo.io

ChurnZero

Pendo.io

ChurnZero

Pendo.io

ChurnZero

Pendo.io

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