Skip to main content
TrustRadius
Pendo.io

Pendo.io

Overview

What is Pendo.io?

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

Read more
Recent Reviews

TrustRadius Insights

Easy to use interface: Users have consistently praised Pendo.io for its easy-to-use and intuitive interface, with many reviewers stating …
Continue reading

How I Pendo

9 out of 10
November 30, 2022
Pendo helps my team make data informed decisions about how to drive our product roadmap. It also helps us monitor how users are getting …
Continue reading

Pendo

9 out of 10
July 19, 2022
Incentivized
We have upwards of nine enterprises' SaaS products. We use Pendo to track and understand user engagement and activity. We also use the …
Continue reading
Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Return to navigation

Pricing

View all 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
Return to navigation

Product Demos

Pendo Onboarding demo

YouTube
Return to navigation

Product Details

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 Competitors

Pendo.io Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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

WalkMe, Mixpanel, and Heap are common alternatives for Pendo.io.

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(187)

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!

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

(51-75 of 91)
Companies can't remove reviews or game the system. Here's why
December 28, 2018

Pendo Review

Wesley Ange | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use Pendo.io across our company to help understand our users better, communicate important messages, and troubleshoot issues that are reported to support. Information from Pendo.io is also used in our customer health score
  • Targeting messages and experiences to a particular user set, such as an embedded video
  • Providing historical information on users and accounts
  • Pulling different pieces of information together for rich reporting
  • Be able to target users that haven't seen a guide in a set amount of time
  • Differentiate the use of visitors across multiple accounts
Pendo.io is great when you are trying to track your customers and site use at a detailed level. The information reported is great and can then be used to target messages or specifics experiences to a group of visitors. For instance, we often embed videos for those users.
Ethan Roderick | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We have select users across several teams using Pando.io to track usage and set up guides and NPS
  • if we ever need to know just what is going on in our products the answer is only a few clicks away because of Pendo.io
  • Effective guides
  • We are getting more into using guides and NPS surveys, which are easy to set up and use because of Pendo-- this is allowing us to grow more as a company, in my eyes
  • some of the new NPS UI is difficult to manage; it can cover sections of a page that need to be edited, making it difficult to do what I need to do.
  • would be nice if all aspects of the NPS editor could be moved/minimized
  • There is a lot going on in Pendo; this makes it a very powerful tool, but it can be a little overwhelming. Hyper customization can be a blessing and a curse, as our info sessions with Pendo are very useful but it's hard to keep track of everything that is going on if you don't use it all the time. A knowledge base would be useful, or, if there is already one, making it more notable would be great!
Pendo's guides are intuitive and easy to use/customize, though there is a lot happening in Pendo that can be hard to keep track of.
Joel Baldwin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Pendo is integrated with one of our company product lines which is a cloud-based service. Pendo is used by multiple departments to address different aspects of customer interaction. Product Management uses if for customer insight (e.g. feature adoption). Product Marketing uses it for surveys and NPS scoring. Support uses it for technical announcements (e.g. planned outages for software updating). Education uses it to announce new features and offer online training guides.
  • Pendo provides absolutely fabulous support. I am continually impressed by the speed, usefulness, and personal touch when they respond to my questions.
  • It has frequently been my experience that when I ask about a Pendo capability which I wish I had but can't seem to find, the answer is "yes, we can do that" and then they point me in the right direction.
  • I enjoy the transparency provided by the roadmap webinars--they allow me to consider how I might use upcoming features to improve my communication with, or evaluation of, my customer's behavior.
  • Personally, I seem to have a hard time finding answers to my technical questions in the Help system. I usually end up reaching out to my Customer Success rep. That's okay, those people are very helpful, but I prefer self-help to start.
  • Sometimes the technical help articles are a little *too* technical--like they assume they are being used by a developer, which I am not. So there is a tough balance between not technical and too technical, and unfortunately, I'm right in that middle ground.
  • Sometimes I can't make the dashboard numbers "match" the way I think they should, i.e. reconciling different views of the same data. I usually attribute it to my lack of understanding, but it has been a little frustrating.
  • My personal use of Pendo is exclusively within the guides. Every year I get heavily marketed to come to the user conference, but the sessions seem weighted towards product management--not much for people like me. So I don't go.
I use Pendo to raise customer's awareness of new software features, and to invite them to make use of online training resources. The core strength of Pendo is its ability to segment, meaning you can target who sees your message. There are many prebuilt attributes, and your coders can add custom attributes based on your software to help create segment definitions. This has been a critical capability for allowing us to make sure our pop-up messages are only seen by the users to whom they are pertinent and not by anyone else. We all know that when a user is in the software they are there to work, and many see or treat a pop-up as an irritant, an ad, or something that is just in the way, so we try to keep the guides as meaningful as possible.
Tamara Bugarski | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pendo 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
Pendo is well suited for scenarios where a company wishes to look at how a customer is using their website to better understand the likes and dislikes of the UI.
Also, it is well suited for easing the on-boarding experience for customers with the aid of help guides that can be created and managed through Pendo.
Jonathan Slavuter | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pendo 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:
  • Surveys
  • Education / tooltips / "learn more" opportunities
  • Report overview training videos
  • Feature enhancements / releases / up-sells
  • Usability Improvements & simplifications
  • Partner announcements
  • Error notifications
  • Engagement nurtures & feature highlights
  • User groups / events
For analytics purposes, we use Pendo to track:
  • Page engagement
  • Feature engagement
  • Visitors & account reports
  • On-going trend and click path reporting
  • NPS surveys
Our 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)
On the messaging front, we're constantly finding new use cases to use Pendo. As previously mentioned, guides:
  • are quick to set up and deploy
  • don't necessarily require dev resources
  • are super customizable and can be targeted effectively
On the analytics front, I'd say that high-level reporting is great, but very granular reporting isn't as easy.
Chirag Patel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our product team uses Pendo.io to do the following to:
  1. Understand and proactively react to overall client satisfaction
  2. Understand user behavior on the site to make smart decisions.
  3. Communicate to our users on a regular basis to keep them up to date and solicit feedback.
  4. Use the guide feature to solicit feedback and get volunteers for user interviews.
  • Monitor behavior around the application to understand where they may be problems in usability.
  • Let our users know about new capabilities as they are added through Pendo's guide feature.
  • Launch and monitor NPS (work with customer service to schedule follow-up calls on responses).
  • Would love to see a feedback capability added where users can submit freeform feedback. I would also want those users to be able to vote on that feedback. There are other tools that provide this, but I believe Pendo.io could provide a better product that is well integrated with the rest of their features.
Great for product teams to understand user behavior and overall usability as well as overall client satisfaction. Great for customer service teams to monitor the health of their clients.
Julie Lintner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Pendo to track how our Clients are using our software. The entire company benefits from this data but it is mostly used by Client Success and Product Management. Pendo enables us to track what features our clients are using and how often. We didn't have any visibility into this data previously. It has been a game changer for us. Our Client Success team can look at the "use history" for a specific user or for the client as a whole to better target conversations with that client.
  • User Interface is easy to use
  • I like the way that we can break down and search by Visitors or by a Client as a whole
  • In-app messaging. This was actually the main reason for our purchase of Pendo.
  • We just started using the survey feature. We are very excited to be able to do surveys in Pendo, but it seems like this is a newer feature and experiencing some limitations. But the Pendo Support team has been very helpful!
We use it to track feature usage of our Clients. It does this very well. We also use it to provide in-app messaging to our clients. This has been a major benefit to our company as it was very hard to do this previously. Pendo provides a variety of different types of messages and click-through messages that enable us to better educate our clients.
Lauren Coppola | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Pendo across many departments at our organization. It is helping us make data-driven product decisions instead of relying solely on our Sales and Client Support teams to provide market feedback and usage information.
  • Incredibly intuitive user interface. The help documentation is also fantastic - easy to find relevant articles/tips.
  • Love that when I tag a new feature on a page, I'll get data about its usage from the start of when the Pendo code was added to that page. When I wanted to see how my users were interacting with a certain feature, I tagged it and got data from the beginning of the year when Pendo was first added to the page -it was great!
  • The in-app banners/tooltips are fantastic. I think this may be my favorite part about Pendo. We're able to engage with our users while they are IN our product and actually using it instead of using email to reach out.
  • I'd love to see more ways to create segments so that I can really tailor my in-app communications to very targeted groups.
  • I'd like easier customization, more WYSIWYG functionality with the banners and lightboxes.
Pendo is fantastic for getting usage data on pages and features. It also works well for engaging with customers while they are in the product. It's not really appropriate for learning-activity specific data (i.e. how learners engage in a lesson/course).
October 16, 2018

Pendo Delivers!

Gareth Bradley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Pendo for two primary reasons; firstly to track feature usage and engagement and secondly to embed learning into our administrator user journey. Pendo nails our requirements for both.

On the feature tracking front, we are using the platform to track the user clicks and journey within our platform. This is incredibly helpful for us as we are starting to build a real picture of feature usage and penetration across the client base. The ability to slice and dice this data across all accounts improves our decision making no end. We use the data when deciding to enhance or enlarge certain feature sets.

When it comes to embedding help, we are a little less mature here. Our focus has been on the need to promote new features that we deploy as well as to guide administrators around the configuration of the feature. This helps us to drive adoption against our goals.

  • Easy to tag the pages and features once you get orientated.
  • Nice visuals to track usage against goals that you set.
  • Simple to track account by account data as well as looking at more global views.
  • Nice tagging feature to group the pages and features by use case or persona.
  • The account dashboards could be exportable per the visuals in the platform.
  • I'd welcome more visual options on the account pages.
  • I think it could really benefit from some machine learning injections to suggest linkages and accounts that may be trending down on activity levels.
Tracking accounts, features and pages is really what we bought Pendo for and it's been a massive help.

We use this inside of product and client success in order to track the health of each account and to be more tactically aware of clients who may be struggling with adoption.

We have been less proactive with the embedded learning and NPS but that's something we will look to bring to the fore moving forwards.
Lance Gorji | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Over 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.
If you are looking for an easy to use, out of the box guide or tutorial builder look no further. Pendo also has robust tracking and metrics with event driven guides to help you target exactly who needs to see the message.
Score 10 out of 10
Vetted Review
Verified User
I'm currently using Pendo.io to provide insight into key features in the product, usage data, churn prediction and measuring adoption. The ability to see which features that are being used/not used is helpful to discover training opportunities, product enhancements, etc. One of the greatest benefits of Pendo.io is that you can also see WHO is performing each action. That is what separates Pendo.io from the rest.
  • Data Tracking
  • In-app messaging
  • Time to ROI -- the concepts and outcomes that Pendo can provide is so great, but getting there takes some time. There's so much data, what do we do with it? What does it all mean?
Pendo.io is a great tool to provide insight into product usage where you wouldn't be able to track this otherwise. Competitors may be able to track page hits but Pendo.io shows you who is visiting the page/feature/etc. This is great for targeted messaging, account reviews, and churn prediction. I can't think of a technology company that wouldn't benefit from the deep insight provided by Pendo.io.
September 07, 2018

Pendo for SaaS B2B

Brian O'Connor | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pendo is deployed across our industry leading Data Management Platform (DMP) to help our teams make data-driven product decisions. Prior to Pendo, we had to invest in time consuming customer interviews or make educated guesses on how users leverage different pieces of our product. Now we can easily access critical data that informs confident product decisions.

Additionally, we use Pendo to serve NPS surveys that help drive better insights for our Client Success team when engaging with customers. We also make use of user guides to provide end users with best practices and training.
  • The ease of implementation and speed at which we were able to use the Pendo platform were impressive. We were able to deploy Pendo across our product and leverage the data within 30 days.
  • The Pendo user interface is intuitive, quick and flexible. ..perfect for a team that builds a dynamic and flexible product ourselves.
  • The depth and breadth of Analytics that can be found in Pendo's platform is a huge asset. We've used data from Pendo to make product decisions on everything from small UI tweaks to introducing new product concepts.
  • The only hurdle we faced to date was a technical one, which we resolved.
  • We haven't made much use out of Trends or Funnels yet. Something we want to try moving forward.
I think Pendo absolutely delivers on the promise to deliver actionable, product-level insights to inform product and development decisions. If you are a SaaS company in the B2B space, it's a great fit.
Amin Bashi | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  1. Tracking our success metrics

  2. Monitoring the trends and ripple effects after each release

  3. Educating our customers on our existing features and maximizing the adoption rate for new features


  • Intuitive
  • Easy to install
  • Backfilling (for tracking)
  • Intelligent Segmentation
  • Customization
  • Pricing
  • Predictive Analytics

While clicks are easy to measure, they can often be the most deceptive metrics. Just because a user clicks on a button, for instance, it doesn’t make it relevant. We use a number of other metrics set up in Pendo that closely couples to user interactions to define success. For example, this includes user engagement metrics on some of our critical pages following a search, and time it takes for a user to find relevant results. In terms of shortcomings, Pendo hasn't made any major advancements in predictive analytics yet.


Kurt Williams | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Pendo to analyze customer adoption and engagement with our back-office tools. We further use it to help drive adoption through in-app guided help.
  • Pendo is simple to enable
  • Pendo collects everything so we can "rewind the clock" on features and pages we don't tag up-front
  • Pendo helps us understand which types of customers are most engaged
  • Pendo helps us do something about engagement problems without working through a development release
  • Reporting. It's very basic and some types of analyses are confusing and time consuming.
  • Deep hierarchies of pages and features. Pendo only has pages and groups. In a dense app this is too limiting.
  • Types of analytics. I have to do most analytics in a spreadsheet.
It's well suited to product design and management. Has guided help and tool tips, and in-app surveys.
Lila Krutel Meyer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use Pendo primarily for displaying feature tooltips in our application, announcing upcoming releases and new features, and to offer in-app access to our product documentation via Pendo's guide center. We're no longer dependent on engineering and the release process to publish in-app help for our users. We've also been able to reduce the number of emails we send to customers with in-app announcements and increase our customer communication reach.
  • Pendo's support and CSM team are knowledgeable and very responsive.
  • Configuring in-app announcements is easy and quick.
  • Pendo empowers non-engineers to communicate directly with users in your own product!
  • Sometimes it's difficult or time-consuming to identify the in-app element's code that you want to tie a tooltip to.
  • Feature and page tagging should be automated rather than manual to assist with usage tracking.
  • Walkthrough guides, which include a string of guide steps, can be very time consuming to configure and test and require maintenance if your app changes.
I know a lot of other Pendo customers who use them primarily for usage tracking, and for delivering in-app NPS surveys. We aren't really using them for these purposes, but the tooltip, announcement, and documentation integration options work well for us.
Russ Blackburn | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Pendo.io is being used by my UX department.
  • The UI interface is easy to navigate, set up and use
  • Support is helpful, assistance is provided if needed by reps from Pendo.io
  • Their tutorial help covers a vast amount of topics to help you get up and running quickly
  • My only request would be to have more patterns available to choose from when setting up Guides.
The ease of use alone makes using Pendo a breeze to set up and pull metrics. I've used Adobe Analytics in the past and it was such a pain to gather insights into my campaigns. Pendo allows for Guides to be set up quickly, meaning I do not have to bother my developers for the backend work.
Rayanna MacElveen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The Customer Success Team is the primary users of Pendo, but we utilize Pendo's metrics to aid in business decisions across the organization.
  • Pendo is great for launching customer satisfaction surveys!
  • Pendo helps us understand the usage
  • The tours are great for helping to automate our training and notification processes
  • It seems a bit cumbersome to edit and we only have one person on the team that is really capable of doing it.
Pendo is a great tool to help software providers give a strong customer experience beyond just the software.
Score 10 out of 10
Vetted Review
Verified User
Pendo.io was initially implemented within a product where I was working as an Implementation Engineer. I have since switched to using as a Product Manager with a different product line. It uses have grown so far beyond our expectations. It is used across different departments. My initial use was based on engineering and client implementation and now I use it is a Product Manager in our Product Management Office. We initially started using it to help track client activity and reach out for client and user satisfaction metrics like NPS. It went from being used on a singular product to being a core part of product management's truth analytics for almost all of our product lines. It allows getting metrics from not just our clients but their user bases all while respecting our users by integrates seamlessly into the production workflow. It allows us to see what areas customers are using, how they are working through our application, and track adoption rates of new features.
  • It tracks user behavior even if we don't know we need to track. Being about to go back and tag something and get all the metrics from the past is awesome.
  • The targeted polling allows us to get information on the exact sectors we want like IE8 users. It is especially helpful given the cross-market of some of our products. It is good to be able to reach out to a subset of our user bases to find out particular information about their use cases.
  • The paths feature that allows us to reach forward and back from a given point to see what users are doing before and after they get there. Paired with the time spent function, it gives me great insight into how and where I might want to target work to really give my product the ability to supply productivity boost.
  • We had some issues implementing Pendo tags from some of older systems. It is a bit clumsy when it comes to legacy products that may not be built with modern web standards.
  • The pricing model is an inhibitor for our public facing products with a lot of single time users.
I do think some older enterprises would find the implementation process difficult, but not impossible. The pricing model may not be appropriate for business who have a lot of monthly users.
Claire Stubblefield | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Pendo.io for three different product platforms across departments. Our product management department uses it to analyze usage, select users based on feature level behavior for interview candidates, implement welcome guides, maintenance notices, initiate surveys, add tool tips, and more. The marketing team uses it to initiate our bi-annual Net Promoter Score survey, and our customer care team uses it to do individual company and user level usage analysis to have more informed conversations and better save clients that are at risk.
  • Fantastic at implementing in-app messaging and guides with no development effort
  • Wonderful analytics on overall usage to micro usage of specific features
  • Easy to understand how to create segments of users, tag features and understand heat-map analytics of the application
  • Would love to implement a live-chat feature or integrate with a live chat based on triggered actions
  • Would like more robust survey tools to cross-analyze with usage
  • Crazy wish list item- auto tagging of features based on the button text and context of the page
Very well suited as a complete application to understand adoption, satisfaction, and usage patterns, but not a replacement for a CRM tool or active feedback. This is a passive feedback solution with really cool in-app notification/guides enablement.
May 29, 2018

Fantastic tool

Joanie Lutz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Pendo is used across a few departments in my organization. Primarily product, user experience, customer success, and sales. It is also used by C-level executives across the organization. It is providing valuable data on usage, engagement, and churn. In addition, it is used for all in-app messaging - announcement of webinars, and gathering NPS data.
  • Support. Pendo has phenomenal support. They are responsive, helpful, and understanding. They resolve all issues in a reasonable time and are fully transparent on issue resolution and delays.
  • Pendo is a fantastic tool for running NPS surveys. They evenly distribute surveys across the desired time frame and do all the NPS calculations for you. You can view responses, and even what the user was doing in our app at the time of the response.
  • Customization. I would like a bit more control over the Pendo interface. Grids/filtering/etc.
If you have no idea how your tool is being used, Pendo will be extremely valuable by giving you those metrics. If you have a complex app that requires a lot of guidance, Pendo will help your users be successful by offering in-app help and walkthroughs. It is less appropriate if you need to know details about the depth of usage, such as the number of items in your app a user has added, shared, deleted, etc.
Ashley Saliba | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Our company is a small software development organization and we use Pendo.io specifically within the Product Management function. It helps us easily track user behavior and see what actions people are taking most frequently, and also collects feedback through the polls. We previously had difficulty getting accurate user feedback because our surveys weren't all that timely, but Pendo.io polls help us get in the moment feedback in a way that's easy for users to respond quickly.
  • It makes tracking user behaviors and seeing metrics so easy for those of us who aren't data analysts. In the past, I would have had to submit a request to a data analyst to get some metrics on user behavior, but now I can do it immediately in Pendo.io myself. Also,
  • The polls are a great way to collect in the moment user feedback that we would have had difficulty sending before via Google Form or something like that. Insights have been tremendously helpful thus far.
  • It helps us consolidate many different tools. With Pendo.io we can do everything from tracking user behavior, to collecting feedback, and even announcing new features and posting tool tips. It has helped us get rid of a few tools as Pendo.io does so much more than other products.
  • The customer support is amazing. Whenever we need anything, we get extremely useful responses and support in a timely manner.
  • The set up process wasn't the easiest and required a good amount of time from one of our developers to get everything configured. So this isn't a product that's ready to go out of the box; you will have to put some time into configuration.
  • Posting Guides isn't all that intuitive. As a non-technical person, I usually have to ask a developer to help me out getting my design into a guide to post to users.
Pendo.io is great for non-technical product people who want to explore user behavior in detail without having to drag in a data analyst or developer to pull activity data from the database. It's also great for collecting feedback, as you can post polls on whatever page works best for you and even target specific users.

I don't think Pendo.io is great for posting product announcements (Guides). It's not all that intuitive to upload the guide and I find the view and click analytics difficult to understand when I feel like it should be a very simple concept. We previously used another vendor to do this and it was much, much easier and we got better analytics. We switched to Pendo.io because the product encompasses many different functions, but I do feel like the Guides (in app announcements) are a weakness.
Kelly M. Lafferty | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pendo.io is being utilized across our organization. We use the walkthrough guides when new features are launched, or there's an update that affects our customers' existing workflow. We use the banners and light boxes for marketing purposes - whether that's promoting a new product or feature, or informing customers of upcoming events they might be interested in attending. The ability to target certain customers through Pendo has allowed us to show our marketing announcements to those that will benefit the most. We've also seen a huge increase in the number of NPS responses with the help of Pendo's NPS Guide.
  • Walkthrough guides allow us to provide our customers a better experience when learning a new area of our product
  • The NPS Guide has allowed us to target the actual users of our software to provide better insight
  • The banners & light boxes have allowed us to target specific segments with the message they need to see
  • This may have been solved since we last ran our NPS, but it was hard to find the follow-up question we added on to the end. We have to go into a separate guide and match up the info, making it difficult to translate who said what.
Pendo has transformed the way we communicate with our customers! Before, we'd rely on email or social media to get the message out there. The results we've seen with Pendo in regards to our marketing efforts have blown the traditional marketing avenues out of the water.
Dylan Boan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I use Pendo.io just about every day to manage my segment of customers. By setting up a personalized account report, I get an at a glance view of which of my customers are the heaviest users of any particular feature, which customers aren't utilizing our platform fully, and most importantly, if any customers aren't using it at all! This dine-and-dash approach to the data that I need has allowed me to transform my approach from one of reactivity to proactive, high-value engagement. As an organization, Pendo.io helps us track feature usage, conduct surveys, promote events, and ensure that we're always making data-driven decisions when moving our product forward.
  • Highly customizable reports
  • Easy segment creation
  • Insightful paths and funnels
  • Feature tagging
  • Guides have a barrier to entry without a coding background
Pendo.io is tailor-made for the modern day SaaS company. Whether a small start-up or a large corporation, Pendo.io takes product design and testing from anecdote to data-driven science. On the Customer Success side of the house, it provides the data needed to adequately gauge the health of accounts, determine training needs, highlight successes, and develop strategic plans for engagement. If your product is going to stay competitive, you can't afford to miss out on a solution like Pendo.io!
April 20, 2018

Pendo.io Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it in two of our applications to collect quantitative data and alert users to new functionality and collect feedback.
  • Ease of use
  • A breadth of use (can tag any CSS element)
  • Solid knowledge base
  • Will not recognize URLs when managing functionality at times
  • User roles are not clear if you are not the super admin
Pendo is well suited for both B2B and B2C instances.
Dana Anthony | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Pendo is being used by marketing and our product team at Infusionsoft. Pendo is a great tool for in-app messaging. Once you dedicate the time to learn how to use the tool, it can be extremely powerful. I primarily use it to set up in-app notifications (or guides) for marketing purposes, and it can be highly valuable for conversion.


  • Pendo's support team and customer success managers are top-notch and extremely helpful and courteous.
  • They are always innovating the product by rolling out new features.
  • Once you dedicate the time to learn how to use the tool, it's user-friendly.
  • The only thing I would say, is there's somewhat of a learning curve with Pendo, so it's best to get in there and practice using the tool and learn all of the nuances.
Whether you are urging your customers to take an action or providing valuable content to them, the in-app messaging tool is extremely effective.
Return to navigation