Pendo.io

Score8.4 out of 10

256 Reviews and Ratings

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What is Pendo.io?

Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.

Categories & Use Cases

Product Demos

#1 most frequent

Information

“Identifies how customers are using solution to justify ROI”
— Customer Success Manager, Verizon Connect

#2 most frequent

Professional, Scientific, and Technical Services

“Reducing development time with in-app guides and resource center, with product management being able to agilely create guides in real time, this could be as much as 1 full time developer in savings.”
— Consultant Product Manager, Dell Technologies

Pros

Easy creation and deployment of in-app guides without developer resources
Detailed product analytics and dashboards for feature usage and user activity tracking
Precise user segmentation for understanding specific behaviors and accounts

Cons

Limitations in guide creation and management, lacking features like simultaneous editing and folder organization
User interface and experience can be less intuitive, particularly for the guide builder
Reporting and analytics capabilities require enhancements for charting, sorting, and dashboard organization

Lane Lambert View profile

Customer Success Manager in Customer Service at Verizon Connect (1001-5000 employees employees)

Use Cases and Deployment Scope

I utilize Pendo information into my Quarterly Business Reviews with my customers. It allows me to show the customer which capabilities they are using along with which capabilities that are not using so that greater ROI can be recognized

Pros

Usage in specific areas of solutions
Overall usage of solution
detailed usage of capability within specific areas

Cons

more simple integration to track usage by user
ability to group together function areas
more ways to format data results

Return on Investment

Identifies how customers are using solution to justify ROI
Identifies how customers are not using solution to increase ROI
Provides how customer's users are/are not utilizing solution

Usability

Other Software Used

Tableau Server, Gainsight CS, Salesloft

Mohana Raghuram Vemuri View profile

Product Manager in Product Management at Energy Exemplar (201-500 employees employees)

Use Cases and Deployment Scope

Collect in-app NPS at key touchpoints and identify promoters/detractors and follow up. Identify promoters/detractors and follow up. Prioritize roadmap based on actual usage data. Segment users by role, region, and product version and analyze their behavior. Push onboarding tips, release notes, and feature announcements. Get detailed usage of Daily active users and monthly active users.

Pros

NPS Surveys
Feature usage insights
Identifying user behaviors using Replay feature
Clearly segmenting users in a way we want it to be
Identifying time spent on a feature/product to better understand what customers actually use
Documentation, in-app guides and help section

Cons

Better grid and charting capabilities
Sort and filtering on grids to allow real time reporting directly on Pendo.io
Inviting outside users to view the reports created or sharing of reports outside of the system
Ability to add or remove fields from the Account Reports, directly from the Account Reports page
Visualization of charts and box diagrams could be improved
When creating user segment, it does not show the usernames nor does it provide an option to view the usernames
Inability to mention which user to omit if the user is inactive. Once the user is registered, it is a user in Pendo.io

Return on Investment

Time saving at its best. Saves a lot of time to overcome challenges of developing UI for guides and then wait for it to be published as per your sprint cycle / release cycle. It is immediate if we want it to be.
Cutting cost: Indirectly by directly applying the changes on the product from day 1.
Less error prone and reduces risk. Analytics is behind the code, although tech savvy people can still know what is being captured but at the same time the capabilities provided by Pendo.io to exclude a specific customer or exclude capturing customer data as it falls under GDPR compliance it at its best.

Usability

Alternatives Considered

Google Analytics

Other Software Used

Salesforce CMS, Azure DevOps Services

Allan Moraes

Product Manager in Product Management at Thomson Reuters (10,001+ employees employees)

Use Cases and Deployment Scope

Pendo.io helps us with adoption problems, such gathering as usage metrics, adoption rates, boosting them with guides and other strategies. It also helps us collecting user satisfaction metrics, like NPS and pNPS. It also allowed us to have data on old, outdated features that needed replacement, allowing us to understand its usage, and helping to choose replacement tools or understanding the criteria to create new ones. We were able to do the decommission of a widely used feature in the application by tracking Pendo.io data, with the communications with our customers and successfully replacing the feature.

Pros

pNPS from setting it up to the results
Guides, for all the cases required
Keeping track of data for feature and page usage

Cons

Track events can't really create a "standard" output just like Pages and Features
Feature flags on Pendo.io could help us to better release things to users and accounts without having to use another tool.

Return on Investment

We were able to reduce risk on decommissioning outdated features pretty well.

Usability

Other Software Used

Azure DevOps Server

John Cleverley

Senior Product Manager in Product Management at Norstella (501-1000 employees employees)

Use Cases and Deployment Scope

I use Pendo to fully understand how users engage with my product. As a product manager, this helps me quickly see where my users are focused, what content is most relevant to them and what content they are not using or are unaware of. Following these user journeys and identifying volume of traffic then supports decision making, but applying engagement numbers to recommendations.

Pros

Clear, accessible and understandable usage summaries
Easy to implement NPS surveys, that support user follow up
Segmentation tools that can be used to hone in on specific user types, accounts or clients with particular behaviours

Cons

Assigning multiple Product Areas to a page/feature would help in building out multiple content groupings
Including Product Area as a means of building out segments would reduce the need to include multiple pages, which can be very time consuming
A wider range of widgets, especially around user lists, would be helpful

Return on Investment

Pendo has reduced the Product Manager team reliance on external teams to provide usage information, meaning that we can self-serve and therefore saving time for other teams and getting us to the data quicker.

Usability

Other Software Used

Jira Product Discovery, Miro, monday.com

Jason Schneid View profile

ERP and Customer Analytics Manager in Product Management at ECI Software Solutions (1001-5000 employees employees)

Use Cases and Deployment Scope

We use Pendo.io in multiple products at ECI for a variety of purposes. We use Guides to inform customers about updates to the software or up-coming maintenance windows. We use polls to understand customer satisfaction with new features, we use analytics to see where customers are spending time or not spending time, we use the NPS to understand general customer sentiment and we use it to promote additional features or add-ons to the software for customers to increase the value we provide.

Pros

Guides
Analytics/Dashboards
NPS Tracking

Cons

Polls/Surveys
Comparison tracking/reporting
Resource Center could have more features and be easier to use.

Return on Investment

Reduced support calls
Better adoption of new features
better understanding of what features customers want us to build

Usability

Alternatives Considered

Fin by Intercom

Other Software Used

Microsoft Power Automate, JobBOSS², Deacom ERP

Mixpanel

Heap

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What is Pendo.io?

Categories & Use Cases

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Professional, Scientific, and Technical Services

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Use Cases and Deployment Scope

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Return on Investment

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Use Cases and Deployment Scope

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Return on Investment

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Other Software Used

Use Cases and Deployment Scope

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Return on Investment

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Other Software Used

Use Cases and Deployment Scope

Pros

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Return on Investment

Usability

Alternatives Considered

Other Software Used

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