What users are saying about
12 Ratings
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Score 6.6 out of 100
125 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

Freshsuccess (formerly Natero)

Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
Garrett Genest | TrustRadius Reviewer

Pendo.io

[Pendo.io] is great to get insights on where and how users use your site. [Pendo.io] is great because it's easy to use and is always tracking everything, even if you haven't tagged something specifically. If you are trying to do step by step guides for training on how to use a site, I have used more robust tools for that. It also doesn't record user sessions like others, if you're wanting to actually watch a recording of someone using your site.
Myles Pickett | TrustRadius Reviewer

Feature Rating Comparison

Security

Freshsuccess (formerly Natero)
10.0
Pendo.io
Role-based user permissions
Freshsuccess (formerly Natero)
10.0
Pendo.io

Platform & Infrastructure

Freshsuccess (formerly Natero)
7.1
Pendo.io
API
Freshsuccess (formerly Natero)
7.2
Pendo.io
Integration with Salesforce.com
Freshsuccess (formerly Natero)
7.2
Pendo.io
Integration with Marketo
Freshsuccess (formerly Natero)
7.0
Pendo.io
Integration with Eloqua
Freshsuccess (formerly Natero)
7.0
Pendo.io

Customer Data Extraction / Integration

Freshsuccess (formerly Natero)
8.6
Pendo.io
Product usage
Freshsuccess (formerly Natero)
8.2
Pendo.io
Help desk / support tickets
Freshsuccess (formerly Natero)
9.1
Pendo.io

Customer Success Management

Freshsuccess (formerly Natero)
7.1
Pendo.io
NPS surveys
Freshsuccess (formerly Natero)
7.0
Pendo.io
Sponsor tracking
Freshsuccess (formerly Natero)
7.0
Pendo.io
Customer profiles
Freshsuccess (formerly Natero)
7.1
Pendo.io
Automated workflow
Freshsuccess (formerly Natero)
8.0
Pendo.io
Internal collaboration
Freshsuccess (formerly Natero)
5.4
Pendo.io
Customer health scoring
Freshsuccess (formerly Natero)
8.2
Pendo.io
Customer segmentation
Freshsuccess (formerly Natero)
7.2
Pendo.io

CSM Reporting & Analytics

Freshsuccess (formerly Natero)
7.4
Pendo.io
Customer health trends
Freshsuccess (formerly Natero)
9.1
Pendo.io
Engagement analytics
Freshsuccess (formerly Natero)
7.0
Pendo.io
Revenue forecasting
Freshsuccess (formerly Natero)
4.4
Pendo.io
Dashboards
Freshsuccess (formerly Natero)
9.1
Pendo.io

Pros

Freshsuccess (formerly Natero)

  • Love the accounts view to see all my accounts, their health and some helpful stats!
  • The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
  • In the account, you can link to other documentation, which is great!
Anonymous | TrustRadius Reviewer

Pendo.io

  • 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.
Jennifer Gray | TrustRadius Reviewer

Cons

Freshsuccess (formerly Natero)

  • Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
  • Automatically triggered emails based on certain usage.
Anonymous | TrustRadius Reviewer

Pendo.io

  • 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.
Jeremy Robinson | TrustRadius Reviewer

Likelihood to Renew

Freshsuccess (formerly Natero)

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 | TrustRadius Reviewer

Usability

Freshsuccess (formerly Natero)

No score
No answers yet
No answers on this topic

Pendo.io

Pendo.io 10.0
Based on 4 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
Aaron Beaty | TrustRadius Reviewer

Support Rating

Freshsuccess (formerly Natero)

No score
No answers yet
No answers on this topic

Pendo.io

Pendo.io 8.3
Based on 7 answers
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.
Anonymous | TrustRadius Reviewer

Online Training

Freshsuccess (formerly Natero)

No score
No answers yet
No answers on this topic

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 | TrustRadius Reviewer

Implementation Rating

Freshsuccess (formerly Natero)

No score
No answers yet
No answers on this topic

Pendo.io

Pendo.io 9.0
Based on 2 answers
Use Segment to install and cut developers out of the work cycle!
Anonymous | TrustRadius Reviewer

Alternatives Considered

Freshsuccess (formerly Natero)

I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
Anonymous | TrustRadius Reviewer

Pendo.io

Pendo.io far and away blows Totango out of the water. While Totango offers in depth usage tracking, it is far behind the experience Pendo provides. Pendo.io is more flexible in what it can track (customizable), offers a far better end user UI/experience, and provides additional features that Totango does not offer (Guides, NPS tracking, etc.). Even Pendo's customer service is better than Totango's. The only place where Totango might have an edge on Pendo.io is in their reporting structure/functionality, which I outlined earlier.
Anonymous | TrustRadius Reviewer

Return on Investment

Freshsuccess (formerly Natero)

  • Visibility - We can now see in one place the many dimensions of customer health
  • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
  • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Ewen Fortune | TrustRadius Reviewer

Pendo.io

  • 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.
Jonathan Slavuter | TrustRadius Reviewer

Screenshots

Pendo.io

Pricing Details

Freshsuccess (formerly Natero)

General

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

Freshsuccess (formerly Natero) Editions & Modules

Additional Pricing Details

Pendo.io

General

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

Pendo.io Editions & Modules

Edition
FreeFree
TeamContact sales team
ProContact sales team
EnterpriseContact sales team
  1. none
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshsuccess (formerly Natero)
6.3
Pendo.io
9.0

Likelihood to Renew

Freshsuccess (formerly Natero)
Pendo.io
9.1

Usability

Freshsuccess (formerly Natero)
Pendo.io
10.0

Support Rating

Freshsuccess (formerly Natero)
Pendo.io
8.3

Online Training

Freshsuccess (formerly Natero)
Pendo.io
9.1

Implementation Rating

Freshsuccess (formerly Natero)
Pendo.io
9.0

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