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

#1 most frequent

Information

“Identifies how customers are using solution to justify ROI”
— Customer Success Manager, Verizon Connect (1001-5000 employees)

#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 (1001-5000 employees)

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

Greg Cowan View profile

Consultant Product Manager in Corporate at Dell Technologies (1001-5000 employees employees)

Use Cases and Deployment Scope

Enables us to be product led, where we can rely on actual data rather than opinion. We use analytics, session replay, feedback and polls via Listen, as well as heatmaps, custom data reports and custom dashboards, resource center and guides. We are investing heavily in in-app guides for onboarding new users and educting esisting users.

Pros

Analytics - ability to rebuild new analytics back to the snippet install date
Guides & Resource Center - ability to create and deploy guides without the need ofr development.
Feedback, polls, surveys and NPS - quantative and qualative data is invaluable.

Cons

Listen - searchable dashboard for existing requests.
Guides - work on more than one guide at a time.
Dashboards - ability to choose location of widget to be added, i.e. top or bottom, not always default to top. then have to drag widgets to the bottom, which is a pain.

Return on Investment

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.
Reducing business time scoping "rock fetches" than are proven to be invaluable based on analytics, each time 1 single piece of analtical data saves around ~20 hours across multiple resources.
Increasing user satisfaction with in-app guides and resource center
Increasing usage of key features through targetted messaging, those key features either drive costs ou of our business or add value to customers business.

Usability

Alternatives Considered

Glassbox and Adobe Analytics

Other Software Used

Glassbox, Figma, Atlassian Confluence, Atlassian Jira

Mandi Nieland, MNM View profile

Customer Success Journey Manager in Customer Service at Thomson Reuters (10,001+ employees employees)

Use Cases and Deployment Scope

I use Pendo.io from a Customer Success standpoint, partnering with the Product and Product Analytics teams at our organization across multiple products. In addition to building out user engagement opportunities and connecting customers to solutions and resources in-app, I also use it for advertising upcoming CS webinars that help them optimize their product adoption and get the most out of their investment.

Additionally, I've used Pendo.io to build a post pNPS workflow for both detractors and promoters, offering promoters the chance to complete product reviews on external sites; and offering detractors the chance to connect directly with leadership to share their feedback.

Pendo.io is also excellent for onboarding, identifying segmentation and developing user personas. I enjoy the ability to develop very targeted messaging to specific users, empowering them to solve as many of their product questions in-app and avoid interrupting their work.

Pros

In-App Guide Building
In-App Resource Portal (very customizable)
User Segmentation and journey building
Adoption and use case data

Cons

Socializing to product teams that there's a huge benefit to partnering with their Customer Success org to optimize its use

Return on Investment

Support ticket reduction by positioning guides where they're most needed (common stuck points, complex feature sets, etc.)
Measuring the impact of customer engagement webinars against their in-product behavior (i.e., our customers show that if they attend a webinar live, they're using relevant aspects of the product 2.5x more than non-attendees)
Increase in customer engagement across additional touch points (user Community; Customer Success webinars; etc.) by being able to tie those channels together in-app with Pendo.io

Usability

Other Software Used

Gainsight CS, Conversica

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

Mixpanel

Heap

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What is Pendo.io?

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Professional, Scientific, and Technical Services

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Use Cases and Deployment Scope

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Other Software Used

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