What users are saying about
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Top Rated
87 Ratings
95 Ratings

Pendo.io

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Top Rated
87 Ratings
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Score 8.9 out of 101
95 Ratings
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Score 7.9 out of 101

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 profile photo

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 profile photo

Feature Rating Comparison

Security

Pendo.io
Totango
4.1
Role-based user permissions
Pendo.io
Totango
4.1

Platform & Infrastructure

Pendo.io
Totango
5.6
API
Pendo.io
Totango
6.3
Integration with Salesforce.com
Pendo.io
Totango
5.0
Integration with Marketo
Pendo.io
Totango
5.4

Customer Data Extraction / Integration

Pendo.io
Totango
6.7
Product usage
Pendo.io
Totango
7.4
Help desk / support tickets
Pendo.io
Totango
6.0

Customer Success Management

Pendo.io
Totango
6.4
Sponsor tracking
Pendo.io
Totango
6.1
Customer profiles
Pendo.io
Totango
7.8
Automated workflow
Pendo.io
Totango
7.0
Internal collaboration
Pendo.io
Totango
5.0
Customer health scoring
Pendo.io
Totango
6.4
Customer segmentation
Pendo.io
Totango
5.9

CSM Reporting & Analytics

Pendo.io
Totango
6.5
Customer health trends
Pendo.io
Totango
6.0
Engagement analytics
Pendo.io
Totango
5.9
Revenue forecasting
Pendo.io
Totango
7.0
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 profile photo

Totango

  • Totango really allows flexibility in dashboarding a client contract. You can pull in all the relevant metrics into one spot to help make efficient use of CSM and management time.
  • Integrates well with Salesforce contract records. This is nuanced, but other vendors interact at the "opportunity" level in SFDC. For Services execution, it needs to be focused on the contract. This allows a lot of flexibility in designing the flow.
  • Reporting is pretty easy to set up. You can slice and dice the segments and create reports based on these segments.
  • There are a wide range of "TouchPoint" options in Totango, so you can log Kick Offs, QBRs, Renewals, Escalations, Nurture... TouchPoints. Super easy for CSMs to add and Management to report on.
Stephen Wilson profile photo

Cons

Pendo.io

  • Integration with Zendesk guides
  • Simplifying the presentation of paths users take within the application
  • Organization of guides (suggest adding folder or folder like structuring to make it easier to manage large numbers of guides)
Keegan Ross profile photo

Totango

  • While the TouchPoints are flexible, they display on the date entered in. This assumes that all TouchPoints are put in when they are being done. Would like to see them allow the ability to backdate TouchPoints.
  • Report setup is a bit quirky. Not bad, but you have to wrap your head around how they do it.
  • Would like to see more chart options, but this is me being geeky.
Stephen Wilson profile photo

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 profile photo

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 profile photo

Usability

Pendo.io

Pendo.io 8.3
Based on 3 answers
Generally very easy to pick it up and start using right away without a great deal of training.
Ted Boren profile photo

Totango

Totango 7.5
Based on 5 answers
Because it's good.
John Abraham profile photo

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 profile photo

Support

Pendo.io

Pendo.io 7.9
Based on 2 answers
Pendo.io doesn't have phone support, which I would prefer. But, their email support is stellar, and they always make sure that urgent requests are handled accurately and quickly.
Emily Hardin profile photo

Totango

Totango 5.7
Based on 2 answers
Because of heavy issues, we lose track of one thing and then end up with so many other things.
John Abraham profile photo

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 profile photo

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 profile photo

Alternatives Considered

Pendo.io

Heap is a tool used only for engagement analytics. It is quite robust and provides a flexible solution for collecting large sets of very granular user engagement data within our application. Definitions are easily created, definition rules are flexible and intuitive, and on-demand reporting is very fast. I use Heap to complement Pendo reporting data as I'm able to report on a more granular basis, and will continue to use it until Pendo is able to offer the same level of flexibility & granularity.
Jonathan Slavuter profile photo

Totango

Two main gaps made us choosing Totango instead of Gainsight:1. Pricing - We do believe Gainsight has a great product and service, but our company can't afford it before scaling.2. Flexibility of onboarding - For us, the fast implementation and the lean mindset is really important. Gainsight was not able to give us that. With them, we would have to travel to the US to the onboarding and take a lot of time to get it live. Totango really met our expectations on this matter, we've implemented a first account's health overview in less than one month.
Cecilia Prado profile photo

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 profile photo

Return on Investment

Pendo.io

  • We no longer have to wait weeks for an engineer to produce new product guides, which saves us time, lots of money, and frustration. We can have engineers focus on building new products and features while the product and design team focuses on the messaging and delivery to clients.
Lance Gorji profile photo

Totango

  • Totango has helped me understand customer utilization, which is a key indicator of customer satisfaction.
  • Totango's reporting and metrics have helped me put strategic effort and energy into customers who need it the most.
  • I believe Totango helps increase customer satisfaction over the long-term b/c it guides you in smart, strategic engagement which is often built to align with your company's desired approach to customer success.
No photo available

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

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