TrustRadius Insights for Pendo.io are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Easy to use interface: Users have consistently praised Pendo.io for its easy-to-use and intuitive interface, with many reviewers stating that it allows them to navigate the platform efficiently and complete tasks quickly.
Great customer support: Numerous users have commended Pendo.io's customer support team, describing them as phenomenal, responsive, helpful, and understanding. The positive experiences shared by these users highlight the high quality of support provided by the team.
Valuable analytics capabilities: Many reviewers appreciate the analytics features offered by Pendo.io, noting their simplicity and ease of understanding compared to other tools like Google Analytics. These capabilities allow users to track usage by account and individual user, helping them gain valuable insights into customer behavior.
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
Likelihood to Recommend
Incorporate results into Quarterly Business Reviews
The few important elements to highlight about Pendo.io, the ability to have all the custom development possible in a Guide that allows us to configure the Guide step & the end-to-end workflow in the best way possible with the help of CSS. JavaScript & HTML customization. The Pendo Listen is another great feature that has benefited us in analyzing our customers’ pain points & correcting the step-by-step workflow. The Resource Center is next to talk about because now we have a much easier & streamlined way of showcasing our releases or updates & delivering them to our end users seamlessly. Not to forget the Dashboards & the presentation of data of our customers has become such an easy & interactive process, where we can compare the adoption of a particular guide that was released during a specific time range.
Pros
Analytics turned into awesome Dashboards that can be configured as desired.
NPS (Net Promoter Score) Survey - Helps with connecting with your end users in a simple yet effective way.
Replay - See what your users are doing at their end on the Product.
Forms Validation - Game changer for your users, especially if there are many input fields.
Cons
Feature - Ability to create a folder for Guides.
Reason - This can help clear a lot of clutter & keep a set of supporting Guides in one place.
Feature - Ability to mark Custom Guide Categories.
Reason - This could help mark the Guides if they are for the main release or the minor release. The options given are very limited.
Feature - Provide in-built storage or cloud-based storage for PDFs.
Reason - It's an additional effort to host a PDF elsewhere if it's going to be used in a Guide.
Likelihood to Recommend
Pendo.io is useful in generating great dashboards that present user analytics in the best possible view that could be used for analysis & derive key insights on what could be done if there's a feature that's not being recognized by end users or if there are any pain points where users are struggling more around a workflow which is technically not that difficult.
Pendo.io also can be used to create impactful guides where intercatoin of a user with the Guide can be created in less steps & have relevant information about that workflow that the user is completing.
Pendo.io's resource center can act as a one stop hub to present any sidewide updates which could be information of Prod releases, New KB Articles, Register to any event, & much more.
Segments can be created in as many variation as one can. In fact, Segments are the ruling property or feature that works so handy, which reduces a lot of iterative work.
VU
Verified User
Manager in Product Management (1001-5000 employees)
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
Likelihood to Recommend
Pendo.io is very well suited for organizations, who want to quickly connect with Customers without even directly talking to them. Pendo.io allows in-app guides and documentation to help organizations connect with their customers and guide them in their product. The feature tracking capability is the best to understand the page/feature usage also by segment to categorize and understand user behavior. Replays are somewhat helpful but still can have improvements. Less appropriate where the customer base is less.
Targeted messaging and even client-requested messaging are key use cases. As a B2B2C company we allow our business clients to use Pendo to get messaging to their customers using our application. We also use it for release messaging. We also use it for app data to help validate problems, evaluate solutions, and otherwise make data driven decisions.
Pros
WYSIWYG guides.
Guide targeting.
Easy analytics building.
Dashboards.
Cons
Identifying low performing guides.
Customer service for issues.
Documentation
Likelihood to Recommend
Great for in-app content of any kind, including pop-ups, walkthroughs, and helper text. You can integrate it seamlessly into your app. There are some things (pointing people away from a bug) where it is more of a temporary solution. Ultimately, it’s only as good as the data you submit. You can’t segment what you don’t send in the Pendo snippet.
VU
Verified User
Strategist in Product Management (1001-5000 employees)
We use Pendo.io primarily to guide the user journey within our SaaS application. Pendo.io provides contextual badges that can call attention to new features and UI elements, as well as facilitating simple instructions for awareness and adoption. We use it both for "evergreen" campaigns that are automated to activate in response to events, and for short term or one-off messaging. It is also integral to our Prospect Trial experience, as well as our New User Onboarding experience.
Pros
Segmentation of users
Contextual notifications
Embedded banners for awareness or promotion
Cons
Dashboard is sometimes very slow to load
Preview is problematic if the Pendo.io user doesn't have access to the target environment or application where the guide is going to display
It would be ideal to have a gallery of thumbnail images of previously used guides to select from, either to pull a screen capture or to use as a template. It's cumbersome to go to the guides, find the one you want, click on Preview, etc.
Likelihood to Recommend
With our Prospect Trial experience, we have to use a hybrid approach to deliver the experience desired. We use Pendo.io to deliver simple messages and videos. But we have to work with Engineering within our UI to deliver more complex guidance and walkthroughs. I also wish there were some sort of happy compromise between a static guide that interrupts the user upon login and an embedded guide which is totally passive.
VU
Verified User
Manager in Information Technology (1001-5000 employees)
Before Pendo.io, we lacked clear visibility into how users were navigating our products and which features they were actually using. It was tough to make informed, data-driven decisions about where to focus our product improvements. Pendo.io solved this by giving us real-time, actionable insights into user behavior. We've been able to identify friction points in the user journey, improve onboarding flows, and increase adoption of underutilized features. Overall, it's helped us build a more user-centric product strategy.
Pros
Analytics
Segmentation of accounts and data
Customer Support
Attention to detail
Cons
New Features are confusing
AI strategy is unclear
Likelihood to Recommend
Pendo.io works really well when you need to understand how users are interacting with your product day to day. It's great for spotting where people are getting stuck, improving onboarding journeys, and sending in-app messages or announcements without needing extra development time. We've found it especially useful for boosting adoption of features that weren't getting much use. Also found a few surprise features that got a lot of use but not a lot of love until we saw the usage metrics.
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.
Likelihood to Recommend
Pendo.io is a great tool that helped us many times, and I'm pretty sure I'd use it for many other scenarios too. Can't honestly think where Pendo.io wouldn't play a important role on understand user metrics, guiding and so on.
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
Likelihood to Recommend
Supporting colleagues, Pendo has been very well suited to in app messaging and I have worked with team members to create product-wide notifications as well as client-tailored messaging. This has been key for managing enhancement launches, enabling us to see the impact of a notification on engagement with a new feature or page view.
Our Product team are using Pendo in a number of ways, including having an embedded link within our SaaS product to "Feedback" about our Product, see what other customers have suggested, and upvote/downvote on that.
As well as that functionality, as a Project Manager (and our CSMs too) I have a way to record feature feedback, which gets collated and the Product team can monitor the feedback and tailor it into the future roadmap for our product.
As a user this allows me to see the feedback requests my customers are making, as well as the submissions of myself and my colleagues.
Pros
Collate Feedback
Receive Feedback from Customers
View Feedback submitted from other individuals
Cons
Search - searching within Pendo was recently changed and I feel that this could be more intuitive as I sometimes struggle to search internally within the tool
Likelihood to Recommend
Using Pendo within a SaaS platform has been an invaluable way of collating and receiving feedback from customers
VU
Verified User
Project Manager in Customer Service (201-500 employees)
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.
Likelihood to Recommend
I love how you can use Pendo.io to gather users and their opinions to help drive your product roadmap. I also love how you can communicate new features and updates to users and track adoption. On the analytics side of things being able to segment by different account or user properties gives interesting perspective and shows you were to look for improving.
