What users are saying about
27 Ratings
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Top Rated
95 Ratings
27 Ratings
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Score 8.5 out of 100

Pendo.io

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Top Rated
95 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Heap

Heap really shines in situations where teams don't have everything worked out in the beginning. Tools like Mixpanel, while very powerful and easy to use, require a certain amount of planning and prior knowledge of events you will need to send over. Creating events after the initial formulation will result in events with different time periods of data, which can be challenging to manage. Heap lets you create that data set in a much more organic and experimental way.
Frank Ramirez | TrustRadius Reviewer

Pendo.io

Pendo.io is well suited for companies that want detailed usage information. Page and feature tagging is simple, yet offers incredible information on behaviors (funnels, paths, etc). The Product team finds this detail invaluable in supporting data-driven decisions for design and development.Pendo.io is well suited for companies that need usage information to guide implementation and customer communication. Customized dashboards allow different teams to view at-a-glance information that is important to their work. The in-app guides make it simple and easy for users to access resources without having to navigate away from their work.Pendo.io may not be well suited for companies that need to track text/content entered into text boxes within their application, although we have not found that to be a problem.
Jennifer Gray | TrustRadius Reviewer

Pros

Heap

  • Heap is powerful, but you don't need to be a power user to take advantage of its features. With a simple interface, it's easy to assemble queries and reports on any kind of action users take on your site or app.
  • Heap's ability to track individual users, leads, and customers through their entire journey is incredibly valuable. It can give you a more complete picture into how people are interacting with your site beyond the "perfect" user stories you've envisioned.
  • Heap's visual design is clean and easy to navigate. The charts, graphs, and flow charts that it generates are easy for anyone to understand, and reports don't need any preparation before sending to upper management or C-suite members.
Josh Holloway | TrustRadius Reviewer

Pendo.io

  • High-quality analytics.
  • Pointed delivery that meets the user's needs of information, without destroying the Customer Experience.
  • Dedication to customer success. Anytime I have gone to the Pendo.io team for clarity beyond what shows in their app and docs, they are quick and informative, while updating what they have publicly available.
  • Usability-driven - Pendo.io realizes not everyone uses the same platforms, and makes the best possible availability of integrations and ability to custom-code an integration through their robust API.
Jeremy Robinson | TrustRadius Reviewer

Cons

Heap

  • Reporting. The reporting is just atrociously bad. There are hard limits in the table view that result in many lines being grouped under "other." You must export the data into Excel to have this ungrouped. There are no default reports for basic web analytics, so every single report must be manually defined, and there are no dashboards. You can't drill down as deeply as needed (I want three layers minimum), and if you use more than one metric, you can't group by other variables. This limits the usefulness tremendously. My current plan is to export all data into our data warehouse and plug into Tableau.
  • Default variables. The key virtue of Heap is ease of defining variables, but that falls flat when it comes to so many things I consider to be basic. If you'd like to know screen size or resolution, you need custom code. DMA is not included. Query parameters are not included. All of these things will require that custom code be written and added, which means I need dev resources. There should be an interface that lists variables and allows me to define them.
  • Segmentation. This is a consequence of the lack of default variables. I tried defining paid search and after an hour of tweaking the logic, I gave up when I couldn't get it to register more than 70 visits in a month where there were 200,000 paid search visits. For our customer information drawn from first party cookies, I'll again need custom code and dev resources.
Anonymous | TrustRadius Reviewer

Pendo.io

  • I would love it if Pendo.io would add a dedicated space where you can work on segments. Having to access them through drop-downs in random places throughout the app isn't the best.
  • I'd love for them to expand their integrations with other programs that support product managers.
Emily Hardin | TrustRadius Reviewer

Likelihood to Renew

Heap

Heap 10.0
Based on 1 answer
We rely on Heap for essential data on website performance and how our website traffic contributes to revenue.
Kevin Thomson | TrustRadius Reviewer

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

Heap

No score
No answers yet
No answers on this topic

Pendo.io

Pendo.io 8.2
Based on 3 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

Heap

Heap 9.2
Based on 4 answers
I haven't used support much but when I did it was very strong. Heap has great reps that provide reliable responses and prompt communication.
Martha Gallant | TrustRadius Reviewer

Pendo.io

Pendo.io 4.0
Based on 3 answers
My initial review of Pendo was glowing - as was my experience at the time. Since then Support, which was once a huge Pendo plus, has become a disaster. They've moved away from dedicated CSMs - at least for a segment of accounts - and to a centralized support model.. however, it can take a week for me to get an initial response to a ticket. I've had to escalate darn near every one in recent months, and most never get satisfactorily resolved. Feels like major scaling issues going on at Pendo, and a whole lot of untrained people. And yes, this will make me reconsider renewing at the end of the year.
Tamara Schebel | TrustRadius Reviewer

Online Training

Heap

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

Alternatives Considered

Heap

Heap is very similar to other tools out there including the ones I listed above. They all have a similar assortment of graphs, cohort analyses, and live views. Where Heap really stands apart is in its easy-to-use event visualizer, which lets you quickly create all the events you need without any programmatic effort (outside the initial script). Furthermore, it allows you to create events at any time and have a retroactive look a the data. Really invaluable stuff for teams that are young and like to experiment.
Frank Ramirez | TrustRadius Reviewer

Pendo.io

Pendo is much simpler than the competition:
  1. WalkMe seems to be very robust for guided walkthroughs, but the UI for both authors and visitors is clunky by comparison to Pendo.
  2. Google Analytics tracks anything and everything... but only if someone else has set it up properly. It's very difficult for someone without direct access to the code to start tracking anything, or to make sense of it once they do. Pendo is lightyears ahead in this regard.
Also Pendo has the very cool capability of allowing you to look backwards in time, and see analytics for the past--even if you hadn't yet set up the specific tags you want to track for that period in the past. (I believe you DO have to have Pendo already installed for that period, but you don't have to have specified everything in advance; you can do that later.)
Ted Boren | TrustRadius Reviewer

Return on Investment

Heap

  • Positive: easy to understand once we got it set up by our dev.
  • Positive: easy to track customer insights over time.
Anonymous | 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

Pricing Details

Heap

General

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

Pendo.io

General

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

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