What users are saying about
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Top Rated
92 Ratings
101 Ratings

Pendo.io

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Top Rated
92 Ratings
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Score 8.5 out of 100
101 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

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

Totango

Great for CSM and Client Services teams. Can help increase collaboration with Sales side. Really helps frame out how CSMs should be spending time and definitely helps with what clients to focus on. Has allowed us to stop focusing last minute on renewals and get a longer view to catch potential churn.Not really a "Support" software or [meant to] take the place of something like Zendesk.
Stephen Wilson | TrustRadius Reviewer

Feature Rating Comparison

Security

Pendo.io
Totango
6.5
Role-based user permissions
Pendo.io
Totango
6.5

Platform & Infrastructure

Pendo.io
Totango
6.5
API
Pendo.io
Totango
7.1
Integration with Salesforce.com
Pendo.io
Totango
7.1
Integration with Marketo
Pendo.io
Totango
5.4

Customer Data Extraction / Integration

Pendo.io
Totango
7.5
Product usage
Pendo.io
Totango
7.8
Help desk / support tickets
Pendo.io
Totango
7.2

Customer Success Management

Pendo.io
Totango
7.4
Sponsor tracking
Pendo.io
Totango
6.1
Customer profiles
Pendo.io
Totango
7.8
Automated workflow
Pendo.io
Totango
7.6
Internal collaboration
Pendo.io
Totango
7.3
Customer health scoring
Pendo.io
Totango
7.9
Customer segmentation
Pendo.io
Totango
7.6

CSM Reporting & Analytics

Pendo.io
Totango
7.3
Customer health trends
Pendo.io
Totango
7.8
Engagement analytics
Pendo.io
Totango
7.3
Revenue forecasting
Pendo.io
Totango
7.2
Dashboards
Pendo.io
Totango
7.1

Pros

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

Totango

  • Account's health and changes overview: In the homepage, which is your "dashboard", you can clearly see your portfolio's health and what has changed since your last update. In this way, it is easy to get fast insights and move accounts to your "attention center".
  • Health history: It's easy to see health changes over time and by clicking in the date range, you see what criteria were impacting this health at that time.
  • Account's hierarchy: For my business, it's really important to be able to group accounts and have more than one level of customers (companies and groups of companies, for example). This way, it is possible to design and deploy strategies to different decision makers.
  • Easy health profile set up: The Health Profile set up page is really easy to use, with simple calculations features to determine what is good and poor health for your customers.
  • Tasks and touchpoint monitoring: Although these features have some room for improvement (e.g.: edit options, paragraph, bold or topics could make a huge difference when you want to record long conversations or detailed topics), they are really user friendly and make it easy for the account manager to write down notes on the customer's updates.
Cecilia Prado | TrustRadius Reviewer

Cons

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

Totango

  • if you connect through segment.io it requires you to go one plan higher on segment in order to use totango (but it's not a lot of money),
  • Sometimes the totango created 'engagement' score can be a bit tricky to understand rather than our own created health metrics and health scores we use totango for.
Jamie Wang | TrustRadius Reviewer

Likelihood to Renew

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

Totango

Totango 4.8
Based on 2 answers
The software has lot of issues. We are saving things and then it disappears which creates lot of confusion as well as problems. Money is also lost because of it. The employees also get confused and then they end up with lot of problems with the customer. The notification is not that great. It's so bad and cannot be completely read. So when a pile of notifications come we will ignore all of them.
John Abraham | TrustRadius Reviewer

Usability

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

Totango

Totango 7.5
Based on 5 answers
I think it is easy to use but needs work on the user interface to make it easy to access specific functions. The side bar needs to be categorized so you understand why you would use it. There are also tabs that you can't access as an everyday user so you don't know why they are visible
Anonymous | TrustRadius Reviewer

Reliability and Availability

Pendo.io

No score
No answers yet
No answers on this topic

Totango

Totango 4.5
Based on 1 answer
Totango is available all the time . the only problem is that some times it takes time to load specially the records of the customers. The data loading inside the customer account is fast. It may be because of internet service but still it can i,prove a lot. i have seen other competitors software which is faster
John Abraham | TrustRadius Reviewer

Support

Pendo.io

Pendo.io 4.2
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

Totango

Totango 5.7
Based on 2 answers
The support team is good and prompt as far as my problems were concerned
Ben Joe | TrustRadius Reviewer

Online Training

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

Totango

No score
No answers yet
No answers on this topic

Implementation

Pendo.io

Pendo.io 9.0
Based on 1 answer
No answer on this topic is available.

Totango

Totango 7.1
Based on 11 answers
Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.
Sam Rutzick | TrustRadius Reviewer

Alternatives Considered

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

Totango

I started at the organization after Totango was selected, but I hear the decision was based on how intuitive the solution was, and how it could integrate with the other solutions in-house. At prior companies, the reporting suite had been the primary focus. One company in particular selected a product that had extremely robust reporting options; however, we were at the mercy of the solution's product team for customizations/modifications, which took quite a bit of time.
Anonymous | TrustRadius Reviewer

Scalability

Pendo.io

No score
No answers yet
No answers on this topic

Totango

Totango 2.7
Based on 1 answer
Information keeps missing and changing in totango . Because of that there is are lot of problems with it. We need to manually keep the backup in an another file. More over if in case we take the backup its so hard to track since its all in numbers. Totango can be much better if the cloud storage is working fine. My company is planning to discontinue due to this factor
John Abraham | TrustRadius Reviewer

Return on Investment

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

Totango

  • Evidence from my perspective is limited since I've been using Totango for several months. The closest example of tangible ROI I've seen is using the data to help gauge how much effort and work I need to commit in order to renew (and in some cases save) accounts. There are have been a handful of cases in which poor engagement data allowed me and my CX counterparts to quickly address issues with customers - something that certainly impacts our customers' willingness to renew their subscriptions.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Pendo.io

General

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

Totango

General

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

Rating Summary

Likelihood to Recommend

Pendo.io
8.7
Totango
8.2

Likelihood to Renew

Pendo.io
9.1
Totango
4.8

Usability

Pendo.io
8.2
Totango
7.5

Reliability and Availability

Pendo.io
Totango
4.5

Support

Pendo.io
4.2
Totango
5.7

Online Training

Pendo.io
9.1
Totango

Implementation

Pendo.io
9.0
Totango
7.1

Scalability

Pendo.io
Totango
2.7

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