Freshdesk vs Pendo.io

• A built-in phone system that clients use to reach our agents
• Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
• The support portal is a one-stop destination where customers find answers and reach out for help.
• The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.

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• Pendo.io is very user-friendly, designed for users (like me) without a technology background, to easily set up and navigate the tool.
• In-app guides and walk thru's are very easy to set up and customize.
• Customized Dashboards are excellent for our different teams, they can focus on exactly what they need, and adjust their dashboard widgets easily as needed.
• NPS tool basically runs itself.
• Pendo.io staff is always helpful and available to answer questions. They are always willing listeners when we have suggestions or a unique problem to solve.
• Pendo.io Slack channel is very helpful! lots of sharing of best practices between all kinds of Pendo.io users.

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• Reporting is a bit awkward sometimes, but you can level up for better reporting
• The client onboarding to get them user accounts isn't always clearly defined
• There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing

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• As they are continuing to grow, and working to get users to the new Visual Design Studio, I think the biggest overhaul is to Guides specific to the What's New portion, and making this available sooner than later in the new Visual Design Studio will make transitioning easy, and make it stickier in orgs.
• Improved workflow in the designers, whether Classic Designer or Visual Design Studio, I don't always want to edit the default components of the item I am creating, but I have to click Apply to escape it.
• A little more clarity around use cases - when I took on my role currently, I was tasked with taking over Pendo.io management. Having used it in my previous role was helpful, but I still had plenty of questions from a backend administration and implementation stance, but I was more directed to hobble along. I've made great strides, and the Pendo.io Slack channels and user community are quite helpful.

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• The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
• We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.

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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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