TrustRadius Insights
Easy to use interface: Users have consistently praised Pendo.io for its easy-to-use and intuitive interface, with many reviewers stating …
Overview
What is Pendo.io?
Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.
Recent Reviews
Awards
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Pricing
Free
Free
Cloud
Team
Contact sales team
Cloud
Pro
Contact sales team
Cloud
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Pendo Onboarding demo
YouTube
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Pendo.io?
Pendo is a product experience platform that helps software product teams deliver products users love. With Pendo, product teams can answer questions like which features are customers using? Which features are they ignoring? Which ones are driving delight and which are causing pain and confusion? From these same insights, users can set up in-app messages, guides and walkthroughs without any coding to help users get the most value from products. By identifying the specific features and workflows that cause users pleasure and pain, the Pendo platform can be used to guide users through the rough spots and drive them to adopt the features that create raving fans.
Pendo.io Features
- Supported: Insights
- Supported: Guidance
- Supported: Sentiment
Pendo.io Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.
Reviewers rate Usability highest, with a score of 10.
The most common users of Pendo.io are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(186)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Pros
- Cons
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.
Confusing User Interface: Many users have expressed frustration with the software's confusing user interface, finding it challenging to navigate and perform tasks efficiently. The lack of intuitive design elements has resulted in a steep learning curve for new users.
Difficulty in Dashboard Management: There is a notable number of complaints regarding the difficulty of arranging dashboards and managing segments within the software. Users have mentioned that the process can be cumbersome and time-consuming, impacting their ability to organize and analyze data effectively.
Lack of Customization Options: Users feel restricted by the limited customization options available in the software. They desire more control over the interface, including the ability to personalize layouts, colors, and other visual elements according to their preferences. The absence of robust customization features has hindered users' ability to tailor the software to meet their specific needs and branding requirements.
Attribute Ratings
Reviews
(1-25 of 59)Companies can't remove reviews or game the system. Here's why
August 02, 2022
Easy-to-use tool for your on-platform messaging
We use Pendo as our on-platform messaging tool to drive user adoption. Additionally, we use Pendo to educate users on our new product & feature releases. We trigger messaging based on user behaviour and events, which allows us to target our messaging to the right audience segments at the right place and time.
- Easy design tool that allows you to craft messaging without technical knowledge
- Easily trigger messaging based on specific user events
- Great functionality to receive feedback & NPS scores from users
- The installment process was quite lengthy with a bit of back and forth
- The tool is quite pricey to adopt for a start up
- We are not using Pendo for mobile because it's not fully compatible with Flutter
July 28, 2022
Good analytics tool with powerful AI
Score 9 out of 10
Vetted Review
Verified User
A very nice website analytics tool which serves as a main source of data gathering platform for our ecommerce business. Our company has used many products and we have tried it as well. Seems like s good option for companies who are into sales and user management
- User engagement
- Website views
- Landing page optimization
- Reporting function is good but nowadays tools provide a lot of insights which must be taken under consideration
July 28, 2022
Best to Use and Easy to Operate
Analytics app used to get Users/Clients' Insights, sentiment and feedback using great analytical techniques.
Being a financial firm, understanding the customer experience is very important. By embedding Pendo io we received
complete feedback including, customer sentiment, customer experience, gaps to work on and readily accessible charts and reports.
Being a financial firm, understanding the customer experience is very important. By embedding Pendo io we received
complete feedback including, customer sentiment, customer experience, gaps to work on and readily accessible charts and reports.
- Record and monitor the user data and interaction with application
- Sentimental feedback by asking hyper focused questions
- readily available analytics helps to understand the facts and helps in taking the decision
- Integration is not easy.
- custom reports should be available on mobile app
Pendo.io has been helping us with our product management process and user experience implementation. It helps us to deliver the best possible experience for our users, and also helps the userbase engage and be proactive in the product journey. So it is involved in our day-to-day feature implementations and UX designing.
- Helps to create amazing user experience for happier and more productive users.
- Pendo’s retroactive analytics helps us to track user behaviour in the application.
- The Product analytics and insights provided by Pendo help us to maximize interactions followed by leads.
- It needs to add some small shortcuts like selecting a particular URL directly rather than typing it again.
- The Mobile app tries to fit in a lot of data so it becomes a bit complicated to see through that on Mobile.
- Needs more filters in Dashboard.
- The onboarding and guide through the product for first-time users needs to be updated as some stuff in those aren't updated still.
July 21, 2022
Pendo.io for all of your prioritization needs
We use Pendo.io to submit requests for product improvements and to increase the visibility of the progress our product is making. This allows us to crowdsource the most requested features, provide some updates on what is in the works, and give a better vision internally of the product road map going forward.
- Helps us organize all of the improvement requests that we receive.
- Provides a place to give updates on upcoming developments.
- Allows us to see what is most popular and what will help us stay client focused.
- Filtering is difficult
- Search function could be better
- More integrations to other software would be nice
July 20, 2022
Fantastic no-code customer advocacy hub
We mainly use Pendo.io when releasing new features to our customers - Pendo enables us to provide guidance, onboarding walkthroughs and feedback captures. Additionally, we use it to enhance our UX by adding guidance anchors via tooltips throughout the UI.
- Onboarding walkthroughs
- Customer feedback forms
- Information tooltips
- Reporting - there is a lack of customization and granularity that addresses all use cases
- Metrics - it is lacking here if wanting to use as an analytics tool
July 20, 2022
Pendo helps companies understand and educate users
I currently use Pendo in a variety of ways including user guides of our product, new user onboarding checklists, tooltips and product announcements, we use the Pendo Resource Center as well to deliver product announcements and training materials to our users. We also have a lot of analytics and Feature and Page tracking set up with Pendo and we've configured numerous dashboards to help our UX team as well as stakeholders to understand user behavior, new feature success, trends, etc.
- User Behavior Analytics
- User Guides
- In-app announcements and Resource Center
- They release a lot of features frequently which is great but some can be buggy at first.
July 19, 2022
Extremely helpful for our company in so many ways!
We use Pendo in many different ways. We mostly use it to promote new features and track usage for new features and existing features within our software. It's extremely helpful. People nowadays do not read all of their emails. Pendo solves that. It truly helps us connect with our customers in such a profound way.
- Track usage across our platform (new and existing features) - where each customer clicks, how long they stay at certain areas within the software, etc.
- To promote new features.
- To train customers on how to use new features.
- To survey our customers within the software.
- Some of the guide settings are sometimes not as easy to use as we would like them to be.
- Templating is pretty limited.
- I wish it was a more compatible for mobile tools.
July 19, 2022
Pendo
We have upwards of nine enterprises' SaaS products. We use Pendo to track and understand user engagement and activity. We also use the Pendo guides to educate and survey customers using segmentation, so the information is relevant. Before implementing Pendo, we had very limited visibility into how engaged our customers were. Now we have deep insight and can provide targeted education materials with just a few clicks.
- Customer segments.
- Educational guides.
- User activity.
- User workflows.
- General site traffic and length on site.
- Configuration and tagging can require advanced training.
- Help with best practices for naming features - things can get lost if you don't have a naming system/convention.
- Building dashboards can be confusing.
July 19, 2022
Pendo.io, the easy choice
We use it to lead our new users through our dashboard and provide insights, recommendations, and the like. On the analysis side, we use the data from Pendo.io to better understand how our customers are using our product and where they spend the bulk of the time, and using that information we strive to improve our product. It also provides us better indicators of who are the regular users, and who are just overseers that access it for top-level data.
- Instructions
- Leading the customer
- Usage analytics
- Guides and next steps
- Recommendations based on data
- Best practices
July 19, 2022
A must to get to know your customers
We purchased Pendo.io so we could have insight into our customer's usage of our products, get to know them better, what features they use, what they don't use, how often, etc. We also use other aspects of Pendo such as in-app messaging, guides... In-app messaging really helps give our customers updates about our products or even maintenance alerts. Guides are new to us and already helped us with our new e-commerce products, telling customers how to navigate our products has never been easier.
- Usage tracking
- In-app messaging
- Guides
- reports (some easy template reports would be super handing)
- more tips and tricks in Pendo
We are using [Pendo.io] to track user behavior and other analytics on our site. We also use [Pendo.io] guides and resource center as part of our onboarding process.
- Track user's click paths
- Track user's page views
- Provide users with release notes
- Target segmented groups with messaging
- Walk through, step by step guides could be more fluid
- No screen recording
June 10, 2021
Self-guided onboarding and measure feature adoption
Pendo.io is a must-have for SaaS companies looking to automate their customer onboarding experience. This tool is best placed into the hands of product teams, trusted implementation team members, or product operations managers. By implementing a Pendo.io resource center of self-guided training tutorials, we've been able to offload the need to schedule portal training demos with our customers. This allows customers to reduce friction on demand and successfully reduces one hour of human interaction per customer during onboarding, with 10 hours per agent each week.
Pendo.io is also helpful for us driving feature adoption for new offerings. Every time we push new capabilities to our application, we publish both awareness Pendo.io guides to notify customers that new features are available, and educational Pendo.io guides to instruct the user how to derive value out of our new software. We love not only using the software but also working with the company as a whole.
Pendo.io is also helpful for us driving feature adoption for new offerings. Every time we push new capabilities to our application, we publish both awareness Pendo.io guides to notify customers that new features are available, and educational Pendo.io guides to instruct the user how to derive value out of our new software. We love not only using the software but also working with the company as a whole.
- Self-guided training tutorials
- Product thought leadership
- Product usage data
- Support tickets tend to take longer than we'd like
As we made a migration from a Java-based administration console to a web-based one, we needed a way to track how our users would interact with the site so that we could instill continuous improvement on the site. We evaluated many companies but chose Pendo.io in the end to serve our needs.
- User tracking
- Dashboards
- Ease of implementation
- Better UI for setup
- More functionality to track different types of user activity
- More customization on what to track
We use Pendo.io to understand how users use our different products. We look for insights on their interactions with different parts of our platform and also to analyze the impact of releases to understand, learn and take actions in future developments that will have a positive impact on our customers and future customers.
- Fast setup. just a simple script and the platform start tracking data.
- Easy to build reports.
- Great onboarding experience, we good support from Pendo.io team.
- To have out of the box dashboard built.
- Feature to have the opportunity to understand trends on future actions.
- Keep improving their script to track visitors to be able to track more data with less help from developers.
September 21, 2020
Highly, highly recommend Pendo.io
Pendo.io helps us track usage in our software product to know how customers are interacting with it. We have several different departments and teams using it in our company. I love the ability to create walkthroughs for our customers. If they enter a certain part of the product it can pop-up a help guide for users to show them how to use that section of the product.
- Walkthroughs
- Product usage data
- Funnel paths
- I miss the classic designer
- Integrations/API
March 13, 2020
Very helpful tool for understanding product usage!
We use Pendo.io to analyze what features of our software are being used the most and how much they are being used by our customers. It allows us to see usage patterns and find areas we can improve our platform/teach users how to navigate it more effectively.
- Site loads very quickly with results.
- Provides detailed usage stats.
- Clear, colorful graphs.
- UI feels clunky and it could be easier to build reports and dashboards.
November 26, 2019
Obtaining actionable insights and improving customer retention made easy with Pendo.io!
Score 9 out of 10
Vetted Review
Verified User
Pendo.io is used across our organization to access valuable insights that help our teams identify changes in customer engagement, identify churn, and conduct outreach to new users, active users, and power users. Specifically, we leverage Pendo.io to determine highly used and valuable features, monitor user retention, identify champions, and identify when users fall below a certain engagement/activity threshold.
- User/product adoption.
- Insight into funnels and paths.
- Identify top user accounts.
- Improving segmentation.
- More flexibility within dashboards.
- More areas for collaboration within and across teams.
Pendo has created an awareness for our internal groups that is vital to our Customer Success teams. We are now able to see where our customers are spending their time. Our Product teams can identify and prioritize new feature development based on user experience and adoption. Overall Pendo analytics and in-app training guides are key to our company's success.
- Surveys
- Guides
- Reporting
- The new designer and navigation could be smoother.
June 25, 2019
Outstanding Software and GREAT support behind it!
Score 10 out of 10
Vetted Review
Verified User
Pendo is used on our SAAS platforms to assist with the on-boarding of new clients and to enrich their ongoing user experience.
- Flexible.
- Comprehensive.
- Customer support is outstanding.
- No negatives discovered thus far, Pendo has been very open to enhancement requests.
June 12, 2019
Best tool for high-level analytics and mico-surveys
Pendo has been a great friend for the past 2 years! I had found and chose it in my past job and really loved it. So, when I joined my current company, I recommended it to the team. Pendo is great for overall analytics, segmentation, and voice of customer initiatives. "Guides" have improved significantly and are super useful for showing information pop-ups, as well as gathering feedback. The sales, support, and customer success teams are wonderful.
- Guides: for sharing info and gathering feedback from users.
- Page and feature usage (heatmaps).
- Funnels and path.
- Usage/engagement reports.
- Showing geo-location data.
Score 10 out of 10
Vetted Review
Verified User
We use Pendo.io to deliver Product Release announcements, drive traffic to our KB for self-help resources, and are looking to dive further into the analytical side to understand where our users are spending the majority of their time. This will allow for more targeted information being displayed, as well as continual relationship building by proactively reaching out to those users to see if they need additional guidance, or if we have some areas of our product or knowledge that could be better carved out or explained.
- 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.
- As they are continuing to grow, and working to get users to the new Visual Design Studio, I think the biggest overhaul is to Guides specific to the What's New portion, and making this available sooner than later in the new Visual Design Studio will make transitioning easy, and make it stickier in orgs.
- Improved workflow in the designers, whether Classic Designer or Visual Design Studio, I don't always want to edit the default components of the item I am creating, but I have to click Apply to escape it.
- A little more clarity around use cases - when I took on my role currently, I was tasked with taking over Pendo.io management. Having used it in my previous role was helpful, but I still had plenty of questions from a backend administration and implementation stance, but I was more directed to hobble along. I've made great strides, and the Pendo.io Slack channels and user community are quite helpful.
Score 10 out of 10
Vetted Review
Verified User
Pendo.io is utilized by our company to track our customer usage of our own Software. While Pendo.io is primarily utilized by the Client Success team, the entire company has access to the data and relies on it for information on usage. Depending on the department, we use the Usage information to guide our product decisions, help increase adoption for customers, examine trends for like-minded clients, and identify potential upsell opportunities.
- Identifies Trends in Usage across different customers. This allows us to help make valuable product decisions when adding new features.
- Provides insight into potential upsells for our customers. By giving us in-depth breakdowns of usage, we can identify opportunities to sell additional products based on that usage.
- Deploys an NPS Survey straight through our App, and then tracks the results in Pendo.io. We deploy our own NPS survey within our software and the results feed directly into Pendo. Beyond giving us an accurate look at the success of our platform and customers, Pendo provides a source to store this info for analysis at the Company and Client level.
- The Reporting structure could be simplified. While Pendo.io does have Reporting features, the building of a report can be a little cumbersome and confusing to a first time user. By simplifying or restructuring the reporting process to something more similar to typical CRM reporting structures (say Salesforce, for example), it would make the end user experience much better, and provide the ability to quickly build and access your own reports.
- Search Functionality Improvements: The search bar can be a handy tool to quickly access different pieces of info, however, it seems pretty basic in its build-out and requires semi-specific searches to find what you want. Adding a more flexible search bar that looks across multiple pieces of the platform would really help with the user experience.
- Online Resources/Self Help Resources: This may already be available, and if it is, I apologize! However, I have not seen any of those resources yet (like a quick FAQ or step by step to build a report). It would be nice to have this knowledge-base, and if it does exist, then have it more noticeable/marketable to the end user for access.
April 05, 2019
Powerful Cross-Functional Solution For Usage Insights
Score 10 out of 10
Vetted Review
Verified User
At Affinio, Pendo.io is being leveraged across departments, spanning Sales, Customer Success, Marketing, and Product.
My team (sales) uses it to glean insights into user behavior and adoption -- specifically during trials. My CS team uses it to monitor and spur customer adoption.
Before Pendo, my team was completely in the dark on usage data for prospects on trial. That information needed to be pulled and analyzed by our operations team, resulting in bottleneck delays. Now, my team is empowered, data-driven, and able to meet unmet needs -- this increases both win rates and deal velocity, as my team can help guide users to 'ah-ha' moments much more quickly and assuredly.
My team (sales) uses it to glean insights into user behavior and adoption -- specifically during trials. My CS team uses it to monitor and spur customer adoption.
Before Pendo, my team was completely in the dark on usage data for prospects on trial. That information needed to be pulled and analyzed by our operations team, resulting in bottleneck delays. Now, my team is empowered, data-driven, and able to meet unmet needs -- this increases both win rates and deal velocity, as my team can help guide users to 'ah-ha' moments much more quickly and assuredly.
- Ease-of-use: Pendo's interface is intuitive and incredibly easy to use once it's set up.
- Seamless sync up with Salesforce/CRM.
- Flexibility and granularity -- myriad ways to build dashboards, analytics, etc.
- Share-ability: ability to create, share, and replicate/duplicate dashboards. This would allow my team to standardize their dashboard views.
March 28, 2019
Pendo.io makes product analytics easy
Score 9 out of 10
Vetted Review
Verified User
In the 4 months since implementing, we've made heavy use of Pendo in our Product Management and UX groups to aid in finding hotspots, evaluate the success of features, and seek out areas of improvement or possible retirement. We've begun experimenting with guides and tooltips to prompt usage of more lightly used features and to introduce new functionality to our users.
We've utilized the Salesforce connector to pull data in at the account level to aid in segmentation when evaluating feature usage and rendering guides. Additionally, we've begun pushing account level activity and feature usage reports out to Salesforce that gets used within our Gainsight customer engagement scores.
We've utilized the Salesforce connector to pull data in at the account level to aid in segmentation when evaluating feature usage and rendering guides. Additionally, we've begun pushing account level activity and feature usage reports out to Salesforce that gets used within our Gainsight customer engagement scores.
- The ability to tag features is amazing. I've used other behavior analytics tools that required development time for each additional feature (or update) and Pendo's tagging functionality is 1000x easier and quicker.
- Guide creation! Again, we've used tools like joyride or similar to introduce features but they require programming time, time to change, and time to remove.
- Path analysis is incredible - seeing what people are doing is great, but then seeing what they do before and after they've done the desired feature is really, really useful to get a bigger picture of "why".
- The new feature tagging tool/designer doesn't seem to always work very well. I often drop back to the original.
- Observing behavior that is not performed via a click (drag & drop, form submission, etc) is impossible.
- The dashboards could be made more useful - only being able to add (mostly) pre-defined widgets is limiting. I wish I could define several features to watch on a dashboard...I would love to create one dashboard per application or product we sell with the most crucial features & user info on each.