ChurnZero vs Pendo.io

• Journeys and managing where people are at - nice to be able to see where people are at with their usage of our platform
• Integrating with Salesforce and our own platform - allows us to spread information between teams and colleagues
• Predicting churn - creating our customized churn score to be able to predict happy / unhappy customers.

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• Pendo provides a flexible solution to rapidly create and deploy messaging to our users directly in the context of our application. We can target segments of users easily, and can even set up engagement tracking on the guides themselves to gauge how effective they are.
• We also utilize Pendo for good high-level on-going reporting centered around feature engagement. On the Product team, we reference these reports for our QBRs, as well as during design strategy sessions to substantiate which areas of our application we want to focus on for improvements.
• We utilize NPS poll data to understand user perspectives, delightful moments & pain points, and use that qualitative data to power customer stories for internal & external presentations on application usage. We also combine that qualitative data with engagement data to further plan ongoing product update efforts.
• Customer service is top class. Really. Their team is amazing, and I chat with them pretty regularly. I create lots of custom implementations of guides and often have questions about what I can & can't do. Our CSM is super responsive and very knowledgeable. When I have more technical questions, I have an easy time scheduling 1-on-1's with their tech support team, and 98% of the time, my questions are resolved quickly. I recently had the pleasure of speaking with the VP of Product regarding their roadmap and was pleasantly surprised to find out that a feature I wanted to suggest is already in the roadmap & being developed.
• This team is super engaged and cares about their partners. They are a terrific example of how to effectively grow a product, create an environment to foster customer loyalty, and make sure everyone wins.

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• Cannot CC people on emails sent from CZ if they are not users in CZ. This is frustrating as we often have several contacts associated with each account that we would want to CC on emails sent from CZ. This makes it so that we don't really use the email feature in CZ. But, our CSM (who is awesome- Chase) told us that functionality is on the roadmap
• Cannot accurately report on plays - reporting on journeys is great but reporting on plays is difficult
• A few other technical glitches.

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• Some portions of their product can be harder to use for users who do not understand HTML/CSS.
• I sometimes experience lag in their frame builder.

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• Positive impact - 20x return on investment in dollars
• Better client communication
• Enhanced customer loyalty

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• We no longer have to wait weeks for an engineer to produce new product guides, which saves us time, lots of money, and frustration. We can have engineers focus on building new products and features while the product and design team focuses on the messaging and delivery to clients.

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