Gainsight PX vs. Pendula

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight PX
Score 7.0 out of 10
N/A
For SaaS products, Gainsight's product experience software enables companies to track every step of their user's journey and fully understand how they're interacting with a product over time.
$0
100 or less MAUs (Monthly Active Users)
Pendula
Score 9.0 out of 10
N/A
Pendula drives the shift from broadcast to conversation by enabling two-way messaging and workflow at scale, allowing users to create, manage, and optimise digital customer experiences across every channel. With no coding knowledge required and built on Zuora & Salesforce, Pendula supports automated two-way communication across SMS, email, social messaging and fax. It also enables outbound posts. Customers can see and take action on messages, whenever and wherever they…N/A
Pricing
Gainsight PXPendula
Editions & Modules
Starter (Free)
$0
100 or less MAUs (Monthly Active Users)
Starter
Starting at $400/M
500+ MAUs (Monthly Active Users)
Growth
Custom
Per MAUs (Monthly Active Users) and more
No answers on this topic
Offerings
Pricing Offerings
Gainsight PXPendula
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsContact Pendula.com to discuss pricing
More Pricing Information
Community Pulse
Gainsight PXPendula
Top Pros
Top Cons

No answers on this topic

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Gainsight PXPendula
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User Ratings
Gainsight PXPendula
Likelihood to Recommend
7.6
(26 ratings)
9.0
(1 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
Support Rating
7.3
(23 ratings)
-
(0 ratings)
Ease of integration
7.7
(14 ratings)
-
(0 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Gainsight PXPendula
Likelihood to Recommend
Gainsight
Gainsight PX is well suited for companies that are looking to measure customer engagement, usage, and adoption of their products and services. It is also well suited for companies that are looking to gain insights into customer behavior and preferences. Gainsight PX can be used to track customer journeys and measure customer satisfaction.

On the other hand, Gainsight PX is less appropriate for companies that are looking to measure sales performance or customer lifetime value. It is also not well suited for companies that are looking to measure customer retention or customer churn.
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Pendula
We used Pendula as part of our re-engagement program. This was valuable, as we were able to connect with 40,000 or more names. Knowing that either a significant telesales team effort--too expensive and not enough people--would be implausible. We designed an interactive SMS journey that allowed us to begin the process of taking the 40.000 and discovering those who were willing to shop with us again automatically. We also found that promotions and blasts worked really well, were very easy to set up and run, and then the automation on the back to create the Salesforce opportunity. We have also engaged with custom objects and were able to trigger events on internal activities and sales status, such as shipping notifications.
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Pros
Gainsight
  • Backfilling data. Many tools do not have the ability to be tracking elements once they are available and then pull it in and have historical views. You're not starting from scratch once you identify something.
  • Educational Engagements. There are a ton of options for in-app messaging and its very customizable and easy to set up.
  • Product Mapper. Organizing and shifting structure is easy to change. Setting multiple rules on a feature and confirming what you tagged is easy to do.
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Pendula
  • EOFY campaigns that drove limited time, limited release offers. We could segment our targets and engage those most likely to respond well.
  • Limited release wine offers, again targeting the right buyers, and then designing a series of interactions with them. This enabled sales reps to speak to those most warm.
  • Customer re-engagement. We have very many historical customers. We were able to reach 30,000 or so people and then lead them through several steps towards re-engagement.
  • Targeting smaller customer segments was made easy due to the deep integration with Salesforce. We could create campaigns to account owners of contacts that met criteria--which provided a deeply personal experience.
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Cons
Gainsight
  • Walk through functionality is weaker than other providers. If you ask a user to do something on screen, and that action reloads the page, the tour closes. This shortcoming is the primary cause for us using another walkthrough tool.
  • There is no global CSS styling for PX modals. When I make a new CSS refinement, it's limited to that one engagement only. Everytime I have a new message to deliver, I know picking a correct tour type, finding a good starting place in existing CSS and content, working over the CSS to handle new content will all take more time that it takes in other tools with universal styling controls.
  • The page reload tour cancelation also affects surveys. Want to send a CES survey after a user clicks a button that causes a URL change? You can't. Indirectly, you can load the survey if the user has clicked the button < 1 day ago, and is on URL X. If the URL is the same before and after the button click, even this work around wont work.
  • Not sure how effective PX is on mobile, the functionality did not exist while we were building our mobile app, and we've yet to add it in.
  • Would be nice if it could integrate our knowledge base, but only one KB vendor was supported (not our Freshdesk) last I looked
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Pendula
  • Navigating a variety of journeys can get tricky. They have been steadily improving the interface here.
  • Managing launch times and turning campaigns on and off can be cumbersome.
  • Naming, tagging, and cross-journey reporting would be great.
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Likelihood to Renew
Gainsight
I like the product, find it pretty easy to use. As we move forward, looking forward to using more of the functionality.
Read full review
Pendula
No answers on this topic
Support Rating
Gainsight
I have not had to contact support frequently but when I have I used the chat and my questions were answered immediately. I've also used their knowledge center, help documentation and training videos which are all very thorough. The support we've received from our Customer Success Manager has been helpful as well.
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Pendula
No answers on this topic
Alternatives Considered
Gainsight
Heap has a great value proposition and very nice user experience. But it lacks the clear funnel analysis that Gainsight PX provides. Plus Heap also does not have integration with a lot of CRMs and Customer data platforms. Also, Additionally if you go in the market to find Heap implementors or SI vendors, you won't find any.
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Pendula
We found the user interface, the customer service, and the feature sets worked very well for us. Pricing was also affordable.
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Return on Investment
Gainsight
  • Allow us to integrate actual product usage with Salesforce.
  • Too much developer time went into it, especially when the premise was that this was mostly going to be handled by the Product team. This was mostly because the Gainsight PX event editor doesn't support more complex querying on events.
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Pendula
  • We were able to activate a large number of old customers
  • We generated significant revenues and fast sales
  • We have been able to run multichannel campaigns to great effect
Read full review
ScreenShots

Gainsight PX Screenshots

Screenshot of Access all of your key metrics in one place.Screenshot of PX Dashboards offer an interactive way of viewing data. By default, Gainsight provides you with the Gainsight PX Dashboard, but you can create separate Dashboards for each user, based on their requirements. 

For example, you can create a Dashboard, set it to private and grant access only to the top-level executives who are interested in viewing the performance of company KPIs. You can create a Dashboard for a Product Manager and include widgets which show key metrics for the product they own.Screenshot of Gainsight PX connects directly to your CRM and other customer data sources, letting you leverage custom events with no limits on what you can explore – all without using any query language.

Track specific events and compare any number of different cohorts and behaviors to learn more about a specific behavior or validate a specific hypothesis. You can use the group by functionality to aggregate results based on specific fields, and you can analyze custom event properties based on the property values. This may come handy when you want to measure the event properties such as video play counts or monetary values you're passing to Gainsight PX via custom events.Screenshot of Product Mapper® is an easy to use way of describing your product features with a simple "point, click and describe."   Each mapped feature can be viewed hierarchically within your Product Feature Tree®.   

Features can be organized in any way that makes sense for your particular application.  For example, you can organize by modules and features or you can nest sub-modules under modules and add features at any level.Screenshot of You can use existing templates while setting up Guide engagements. You can even save the newly created/modified template and use the saved template in the future in order to save time. Once you select the template, you can modify your template–no coding required, but it's there if you want it.Screenshot of Present targeted and timely in-app surveys so you can get more relevant feedback from the right people to better understand their needs and wants, and easily see the results in real-time.

Pendula Screenshots

Screenshot of Trigger Actions in Zuora & Salesforce based on customer responseScreenshot of Create stronger experiences with customers through Subscriber Engagement