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Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.Pendo.ioPendo.io: Analytics for Anyone2019-02-20T16:05:00.757ZPendo is being used for one of our newer products (where it was easier to work into the code), but not for our flagship product. It's used for analytics, occasional announcements, and invitations to participate in our NPS survey. We could/should be using it more.,I love that you can target specific tags and elements for analytics. It's pretty easy even if you don't understand HTML, and super easy if you do.
It's easy to set up specific filters and audience groups to slice and dice the data.,Pendo is very flexible... and sometimes that causes problems. For example, you can customize your guides and invitations with your own HTML, CSS, and JS, but the effects of doing this are not always obvious and sometimes break the experience without you being able to tell. I've had a support person even tell me that they recommend people NOT change the HTML or CSS for this reason... in which case the feature shouldn't be exposed to users.
It is harder to identify specific data about a user (role, permission level, etc.) than it ought to be. You can set up specific custom fields, but it's not easy and requires a bunch of coordination.,8,I'm not in the loop on ROI issues.,WalkMe and Google Analytics,26 to 50 people,Setting up analytics (tags)
Setting up filters and target audiences,Changing CSS, HTML, or JS can have unexpected results.,9Ted BorenPendo helps me do my job in ways I didn't know were possible2018-12-20T20:45:30.944ZPendo was a new concept to me when I started my Product Management Associate position at a software company. Being new to the software industry, I didn't realize how valuable it would be to look at the analytics of how customers use your website. Throughout my work term, my main task was to look at various statistics on how our customers interacted with the UI (number of clicks, time on site, etc.) that Pendo tracked, and present my findings. Additionally, we also have a guide centre that varies by page which I was responsible for updating and refining. It truly amazed me that there was a software that existed that could do all of what is helpful to the Product Management Team, along with Customer Success. I can't imagine what my term would have been like without Pendo!,Tracks customer interaction in a way that makes it easy to extract and read data
Help provide help content to users in a way that is easy to manage
Clean and organized UI help save time when searching for specifics in the website,A way to label different guide names without the title appearing on the website
A way to create a duplicate of a superpage, without having to recreate it from scratch
URL doesn't change when looking at different guides in-app,9,Pendo has had a positive ROI on our business objectives since it helped us deliver a more usable software to customers,,Slack,1 to 5 peopleTamara BugarskiStellar communication tool from a stellar team2018-12-19T13:41:47.059ZPendo is currently used by several teams at Conductor. Most notably, the Product, Product Marketing, Customer Knowledge & Support, Customer Success, and Engineering teams. While each department has several different use cases for Pendo, we're actively working towards improving our communication and reporting workflows to establish clear procedures and transparency across teams.
For messaging purposes, we use Pendo to communicate:
SurveysEducation / tooltips / "learn more" opportunitiesReport overview training videosFeature enhancements / releases / up-sellsUsability Improvements & simplificationsPartner announcementsError notificationsEngagement nurtures & feature highlightsUser groups / eventsFor analytics purposes, we use Pendo to track:
Page engagementFeature engagementVisitors & account reportsOn-going trend and click path reportingNPS surveysOur main drives in using Pendo are to minimize development resources needed to communicate directly to our users in an agile manner, receive feedback from our users easily, keep users informed in the context of their workflows, and understand how users engage with our application to help substantiate product decisions.,Pendo provides a flexible solution to rapidly create and deploy messaging to our users directly in the context of our application. We can target segments of users easily, and can even set up engagement tracking on the guides themselves to gauge how effective they are.
We also utilize Pendo for good high-level on-going reporting centered around feature engagement. On the Product team, we reference these reports for our QBRs, as well as during design strategy sessions to substantiate which areas of our application we want to focus on for improvements.
We utilize NPS poll data to understand user perspectives, delightful moments & pain points, and use that qualitative data to power customer stories for internal & external presentations on application usage. We also combine that qualitative data with engagement data to further plan ongoing product update efforts.
Customer service is top class. Really. Their team is amazing, and I chat with them pretty regularly. I create lots of custom implementations of guides and often have questions about what I can & can't do. Our CSM is super responsive and very knowledgeable. When I have more technical questions, I have an easy time scheduling 1-on-1's with their tech support team, and 98% of the time, my questions are resolved quickly. I recently had the pleasure of speaking with the VP of Product regarding their roadmap and was pleasantly surprised to find out that a feature I wanted to suggest is already in the roadmap & being developed.
This team is super engaged and cares about their partners. They are a terrific example of how to effectively grow a product, create an environment to foster customer loyalty, and make sure everyone wins.,I'd love to see an integration with Airtable, it's my primary organizational tool at this point, and I think it would be quite effective with live Pendo data.
I'd love to get more granular data on the analytics side - currently, we use Pendo for higher level reporting (and on-going reporting) on a page / feature basis, but it takes a little time to set up definitions & parse the data. On-demand reporting without a lag would be major.
Some parts of the interface have small hiccups (ex: uploading a CSV for a segment doesn't display the CSV name properly), and navigating large tables isn't particularly easy (ex: lack of pagination / scroll area while viewing the guides or pages list),10,95% 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.,Heap,Heap,11 to 25 peopleJonathan SlavuterPendo: For the Product Manager on the go2018-10-09T14:42:15.284ZOver a year ago I stumbled across Pendo when researching tools to make user tracking and walkthrough tutorials easy for our company without needing engineering. After speaking to their sales rep, I quickly knew this was going to be an integral tool for our product organization, design, and customer success group.
Set up was very easy and took about 1 day for all our products. Once this was complete I jumped directly into their product, watched all their online YouTube tutorials, joined their Slack channel and I was off to the races. I have a design background and am currently in product management for our front end applications so I began to creating template guides for the rest of our organization. Fast forward a year later and we have integrated Pendo into our third party applications, product is actively tracking user data to make more informed decisions and customer success is tracking new and existing clients instead of using Intercom and their limited event tracking. Could not be happier with this product and their customer support is top notch.,User Tracking.
Intuitive and easy to use guide building.
Great customer service.,Some portions of their product can be harder to use for users who do not understand HTML/CSS.
I sometimes experience lag in their frame builder.,10,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.,JIRA Software, SketchUp, Trello, InVision,1 to 5 peopleLance GorjiPendo.io is a wonderful product to dePend on.2018-03-09T18:53:16.487ZPendo.io is being used by our business to understand how our customers are using our product and how we can better design our software for the betterment of our customer experience. Pendo.io addresses the need to understand how our customers are interacting with our software and what areas may need improvement based on usage statistics.,Provides a clean interface with which to interact. This ensures all data is able to be found quickly and efficiently.
Provides accurate and up to date metrics on the data we are looking for.
Allows us to create guides and surveys to keep us closer with our customers and ensure we are offering the best product we can.,The current Dashboard is easy to use but is limited on the customization ability. I'd like to see the ability to customize your dashboard and move features where you want them instead of adding them and having them be set/stuck for you.,10,Pendo.io has allowed us to better grow our software by discovering areas of improvement while also bringing to light areas where we may have spent too much time on for little reward.,1 to 5 people,The feature tagging/searching through Pendo is a very smooth process. As long as the proper code is contained in the software, you can tag a feature/page in very little time.
The navigation UI, with the most recent update, is cleaner and easier to use so I can quickly get to the page I want.
Dashboards give you the most information at a glance. They're easy to set up as long as you know the information you're looking for. You can make them as detailed as you'd like or just have a dashboard focused on one thing.,The guide creation process is the only thing I've ever struggled with while using Pendo. It seems to involve too much technical know-how if you want to properly get your guide to be stylized and functioning properly.,Yes, but I don't use it,9Aaron Beaty
Unspecified
Pendo.io
63 Ratings
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