We felt for our needs Pendo had a better fit for onboarding and ease of use by groups outside of Product. I think this still holds true and it's been easy for us to onboard into our product code.
+ I strongly believe that this tool helps when a firm has good user count (depends on business model) as most of these tools are data friends. More data - more valuable insights+ Best fit if someone who is looking for deeper insights of individual page - Not suggested for very fewer visits of a website. Suggested toimprove better visit count
Pendo is very well suited to the following scenarios: Applications where click tracking is important for data led decision making. Applications where in-app help and guidance are beneficial to help users where and when they need it. Applications where watching users actually using your application via session replay. I have not yet used Pendo on a mobile application or an application thats responsive for mobile.
Provides heatmaps that shows you the elements on your site that are and aren't performing well.
Provides scrollmaps so you can see how far down a page users are scrolling and which content never gets seen.
Screenshots show you how your website looks across a variety of different devices.
Provides a type of clickmap called confetti that enables you visualise clicks by segments - device, new/returning visitors, campaigns and other metrics.
The largest thing we've struggled with is the Optimizely integration. I've contacted customer service a few times to get it properly setup. Customer Service is always friendly and helpful; they provide clear steps to get it setup. Unfortunately despite clear instructions, they are tedious, and if not completed in the correct order, the integration with Optimizely does not work. My success rate with the integration is less than 55%.
The guide builder UI could be a bit more user-friendly; it's hard to remember where the different options are at first and takes some practice.
Interpreting user paths visually can be tricky at times, especially when trying to understand where drop-offs or blockers occur.
More granular user permissions so that I don't need to grant full admin rights to a user if I want to let them edit translations on a guide, for example.
It's a great tool considering how inexpensive it is. If used correctly and you have a plan for tracking your websites, this tool can make a world of a difference. If you are not going to sit down and take the time to make a plan for how to use this tool, I would say it is not worth your time. Yes, you can look at items on your website that need to be changed, but without a consistent plan, other important items that need changing can be lost in the mix. Make sure you have enough time and energy to invest in this and it will be well worth it
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.
Crazy Egg is extremely easy to set up and use, and very well done from a user experience standpoint. It is really helpful that I can give stakeholders access to the interface and get them interacting with it with minimal training. The A/B testing is the easiest I have ever used, with minimal performance impact to the website.
The initial set up definitely requires technical experience and back-end engineering. And the initial set up is KEY to ensuring that down the road, you can get the information you need out of your systems (Snowflake, etc.). We have a few products with Pendo.io installed that lack the correct architecture for us to properly leverage it as much as we could be. It has the look/feel of a more "techy" product, so for non-product team members who are interested in using it, it may feel intimidating. But the ability to set up custom dashboards helps with that. I think the guide building tools are solid and there's a lot of flexibility for more advanced coding to be added to the guides, or the ability to essentially use a "WISIWYG" editor.
It's slow to post data, and slow to get a snapshot to finally be active (i.e. not pending). Not intolerable, but would be nice to see data within a couple hours. Often have to wait to the next day.
I think support is an area where Crazy Egg is lacking. I would love to have a quarterly check-in with a Crazy Egg rep to understand what kinds of changes have been made to the platform and what is on the horizon. I also think a quick consulting sessions with a rep could be extremely beneficial, as I'm sure there are ways to use the tool that we haven't even thought about yet that would be extremely insightful for our team.
They've been great anytime that we have needed help with something. They also have some really great help articles. We're able to figure most things out through their articles, but when we've had to call in they've been very helpful and we haven't had any problems. I'd highly recommend working with them.
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.
I will say that I didn't evaluate or select Crazy Egg, it's been a legacy tool that has been at the company before me. Honestly, we're not even sure of all of the features/functionality that we can use. Me, as a UXR, I think there are some other tools that would help me more in gaining visibility into what our users are doing on our website. I've evaluated other tools that are more aligned with UXR. However, if we properly paired it with experimentation, this might be more of a valuable tool for us.
I have just very superficial experience with Google Analytics but I do believe that Pendo.io is a much much better tool in pretty much all aspects of it. It has a ton more features and capabilities and even for the capabilities where there is overlap, Pendo seems to come out ahead easily. There are aspects that Pendo could improve for sure such as what metadata it captures from the users; an example of this is screen resolution which Google Analytics captures but Pendo does not.
Its reliability (not scaleability, as the question asks for, sorry) is pretty good but through our testing we know that some clicks do not get recorded. It doesn't bother us a lot because we look at the aggregate of thousands of visits, but we do know it misses things. As for scaleability, it's about right. You really don't want zillions of clicks per snapshot - the screen just turns to 100% dots and you lose the ability to differentiate different screen areas. We find that 25,000 clicks for a page gives us a really good view.
With all the automation, reporting, targeted guides, surveys, etc., Pendo.io easily completes the same amount of work as 3 full-time employees because it's working 24/7/365. It totally pays for itself.
Factor in the incalculable cost of peace of mind. We've had a handful of issues that could not have been identified or resolved without Pendo.
