Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.
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Quantum Metric
Score 8.2 out of 10
Enterprise companies (1,001+ employees)
Quantum Metric is designed to help organizations build better digital products faster. Their platform for Continuous Product Design gives business and IT teams a single version of truth which the vendor describes as fast, quantified, and grounded on what customers actually experience. The solution ultimately aims to help teams agree on priorities, build products customers love, and innovate with speed and confidence.
I don't think Pendo.io will be able to 100% replace our onboarding workflow, but for our new users from existing customers, we are launching onboarding guides to help that segment of new users receive more on-demand, self-service training. It is a little tricky to still figure out segments based on our app's ability to have custom user roles, and it would be great to be able to create segments based on whether a user's page has a specific button appear rather than tracking their clicks, since that will inevitably leave some users out of the segment.
Quantum Metric is a true professional, and I love the level of insight and industry knowledge they bring to the table. We use it at the departmental level, including marketing, customer service, and IT. Session replay allows our data consumers to derive insights faster and easier than digging through data. It lets us see or understand how users feel and work to enhance those feelings. The quality of support and the time to respond are also noteworthy. They have great coverage, but the learning curve is very steep and requires a lot of technical support and hand-holding.
Creating solutions that you actually need and want to use - no fluff.
Enabling you to adopt those solutions by providing resources and a community for continual learning and improvement.
Everyone at Pendo.io is a rockstar - A-List employees throughout the ranks who are all determined to help you succeed. I'm amazed at all the awesome people I've worked with at Pendo. In 5 years I've never had a less-than-stellar interaction with a Pendozer.
Identifying user pain points and frustrations. Quantum Metrics has a data point called Rage Click which shows when a customer has clicked multiple times back to back on a particular section of the website.
Replaying a session to see everything that is loading on the front end to the customer, as well as the backed end of the website, has been critical in troubleshooting the experience.
Heatmaps are a awesome tool we have found very useful in showing engagement with different content on the page, how far user scroll & drop off and to see a split side by side view of the same page in an a/b test.
Pendo.io's Customer Support is sometimes lacking both in terms of response time and clarity/usefulness of the responses
Pendo.io's Customer API could use quite a bit of improvement, both in terms of what kind of functionality it allows but also in terms of the documentation available for it
Pendo.io's built in reporting and analysis building capabilities could be improved to allow more customization and options.
Pendo.io in-product communications (Pendo Guides) could be improved, particularly its out-of-the-box capabilities regarding customization of the interactions that they can "trigger" within the platform it is being used for and the types of "flow"/transitions it can support for walkthroughs. We use custom code (which Pendo Guides do support and that's nice) to make certain things work but it would be better to be able to do these things without 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.
Quantum is a nice tool and is user friendly however I believe there always room for improvement. We have experienced minor issues with a few sessions which were solved by Quantum support reps in a timely manner and some of the dashboards are not as robust as other tools we use
The design of their product is visually appealing, but I find their dashboard capabilities a tad too rudimentary. I also think their guide designs could benefit from ability to customize it a bit more and align to the look and feel of our brand.
For a new user, it's pretty intuitive to onboard and start doing the basic functionalities. But QM has a lot of functionalities which can be leveraged by more team members (especially when you don't have analysts dedicatedly using this) if further enhancements to usability are made.
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.
I've been very impressed with the support Quantum Metric has provided. Our amazing Customer Success team has provided excellent service and has gone above and beyond in helping us use and understand the tool. We hold weekly calls with multiple teams and QM has been proactive in bringing things to our team's attention and making suggestions. The support has been one of the most important aspects of having QM and has allowed us to make great strides in improving how we use data and user research in our work.
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.
Pendo.io doesn't try to fit every possible product management feature inside the application, rather it focuses on the user experience and analytics part. And they do that beautifully. Because they are focused on their strength so they are best in that, also their pricing is better than all the other competitors.
We have used - as an organization - multiple products that each fill a roll or task Quantum Metric provides...however I think there are very few tools or SaaS solutions out there that bundle so much into one solution. QM was better than the replay tool another group was utilizing (Mouseflow) because with our contract we could capture and review way more replays as well as have those replays married to actual, quantifiable data. From an analytics point, is so much easier to install event tracking as opposed to our basic Google Analytics implementation. However, I would still use GA as a primary record for measuring overall site performance since QM doesn't have robust product sales tracking. At one point we did review a competitor called Content Square. They seemed very focused on heat mapping.
It has saved us tons of money on marketing. Instead of having our team spend tons of money on advertising for new products and services, we are able to connect with our customers directly in the product, which essentially is free (aside from paying for Pendo).
It has saved us tons of time by not having to do big reach outs to current customers.
It has helped a ton with churn and onboarding. We can quickly figure out which of our customers are and aren't utilizing certain key components within our software.
