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
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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).
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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 44)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
We use Pendo.io in order to identify gaps in our understanding of user-friendliness. It allows us to create a better platform for our clients. Specifically, we conduct user surveys within our solution to get a sense of what our customers think of a certain feature, if they would recommend us to a colleague, etc. It's a great way to learn what's working and what's not.
- Releasing frequent updates and new features
- Create a user-friendly experience
- Set us apart from competitors
- Being able to filter the dashboards more specifically
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 20, 2022
Great for understanding your product usage
We are not reliant on email anymore which can easily be ignored or missed. Increased customer engagement and education using targeted guides and segments. Not being in the dark with product analytics or requiring our development team to source this information for us. We can now easily identify our most used features and user journeys.
- Incredibly easy to use and intuitive features.
- Great CS support and training sessions.
- The extensive set of reporting widgets and customizable dashboards.
- Would be helpful if you could do batch functions, specifically for exclude lists.
- Having a more classic output for heat maps would be helpful for sharing.
- Would also be useful for external 'read only' dashboard links as we use them for weekly/monthly department reporting.
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
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
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
November 28, 2019
Second company I've used Pendo with, and likely won't be the last.
Score 5 out of 10
Vetted Review
Verified User
We use Pendo.io for messaging, onboarding as well as highlighting new features. We use NPS surveys to get continuous feedback from our users. We also use the analytics to keep an eye on how each of our accounts is using our software as well as specific feature usage. The cohort analysis is a new feature that we've been using a lot as we try to improve our onboarding experience with an eye on maintaining engagement over time.
- Analytics are way easier to understand than Google Analytics, which we also use.
- Love being able to add messages on the fly without going through a lengthy dev process.
- New, useful, features are constantly being added.
- Can't do some of the message targeting I've tried - hitting up people who haven't visited in a while (when they finally come in) or targeting based on the number of visits.
- Wish it were easier to figure out where the "aha!" moments are in our product - something I'm sure we can use Pendo.io to do, but it requires a whole lot of digging vs being something out of the box.
- Support! Has not scaled well, and is currently terrible [edit Nov. 2019]
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 20, 2019
Weave improves, thanks to Pendo.io
Score 10 out of 10
Vetted Review
Verified User
Pendo.io is used by our organization to collect and track usage information for our products. Customer engagement uses this information to help guide new and existing users, as well as to reach out to customers that appear to be under-utilizing the product. Our Helpdesk uses Pendo.io data to help answer customer questions. Our Product team uses Pendo.io data to guide design and development decisions. We can easily see what areas of the product are heavily used, and those areas that are under-utilized. We can survey our users in-app about their behavior.
We also use Pendo's in-app guides and messaging to communicate with our users. In-app guides and tutorials help users without forcing them to go search for a resource on another page. The built-in NPS polling has been invaluable for us as well.
We also use Pendo's in-app guides and messaging to communicate with our users. In-app guides and tutorials help users without forcing them to go search for a resource on another page. The built-in NPS polling has been invaluable for us as well.
- Pendo.io is very user-friendly, designed for users (like me) without a technology background, to easily set up and navigate the tool.
- In-app guides and walk thru's are very easy to set up and customize.
- Customized Dashboards are excellent for our different teams, they can focus on exactly what they need, and adjust their dashboard widgets easily as needed.
- NPS tool basically runs itself.
- Pendo.io staff is always helpful and available to answer questions. They are always willing listeners when we have suggestions or a unique problem to solve.
- Pendo.io Slack channel is very helpful! lots of sharing of best practices between all kinds of Pendo.io users.
- New guide design tool isn't yet as robust as the classic designer.
- Pendo.io does not track text/content entered into cells by users, this could be helpful for us.
May 31, 2019
Pendo helps us reduce customer churn!
As a Customer Success Manager, it's crucial that I understand how my customers are using our tool and what they are interacting with the most. That's why Pendo is essential in helping me support my customers and in making decisions about how to drive engagement with our software. Not only that, but the Pendo team is incredibly helpful and supportive. I'm so glad we decided to work with Pendo!
- Customer Usage Insights
- Responsive Support Team
- The tool requires a bit of setup and onboarding before you can fully utilize it.
May 16, 2019
Pendo changed the way we do product
Score 9 out of 10
Vetted Review
Verified User
We use Pendo.io in our Product team for tracking usage data, tracking NPS, creating in-app engagement, and managing in-app education. We are able to use the data from Pendo.io to inform product decisions and improve customer experience. We are able to provide contextual answers to common questions to decrease our support volume.
- Pendo.io support is responsive and informed.
- Pendo.io segmentation is top notch. You can break down user groups into random groups, groups based off of product usage, groups based off of permissions, or a combination thereof.
- Pendo.io's targeting of elements is very simple, and their recent update has made it even more streamlined.
- I would love it if Pendo.io would add a dedicated space where you can work on segments. Having to access them through drop-downs in random places throughout the app isn't the best.
- I'd love for them to expand their integrations with other programs that support product managers.
Score 10 out of 10
Vetted Review
Verified User
Pendo.io is being used currently by our entire company. Account Management and Client Success use it for NPS, and to create reports and systems to indicate leading indicators of churn. They also use Pendo to facilitate new customer onboarding.
We have found that the Product and Dev departments also use Pendo.io to understand how the product as a whole is being used and where we find bottlenecks that can improve customer/user experience. It has completely changed how we operate and make data-driven decisions.
We have found that the Product and Dev departments also use Pendo.io to understand how the product as a whole is being used and where we find bottlenecks that can improve customer/user experience. It has completely changed how we operate and make data-driven decisions.
- Analytics for software usage.
- Indicators of churn.
- Guides and tutorials that are easy to set up.
- Incredible segmentation abilities that allow for customized messaging.
- Pathway and funnel generation takes longer to load than we'd like.
- It's a little difficult to dig into specific data/feature usage per visitor/account.
- Currently, you can set the default visitor table to be viewed in Pendo.io, you have to customize the columns, which we have to do every individual time.
April 08, 2019
A Well Deserved 5 Stars!
Score 10 out of 10
Vetted Review
Verified User
Pendo.io has been an absolutely amazing application for our company. We have been able to use this for a catch-all of activities that we have been wanting to execute but didn't know how to. In-app tours for first-time users of our platform, support, notifications and product feedback, user analytics, NPS, product validation and the list goes on. Pendo.io has really served as a great asset in understanding and communicating with our users directly within our application. Pendo.io is predominantly used by our Customer success team but also by our product team and marketing teams. Besides Customer Success and Product teams, the reporting from Pendo.io has proven to be of value to our marketing and finance teams as well.
- In-app messaging (guided tours, alerts, notices, etc)
- Feature usage and user activity within applications
- App usage reporting
- Integration with Zendesk guides
- Simplifying the presentation of paths users take within the application
- Organization of guides (suggest adding folder or folder like structuring to make it easier to manage large numbers of guides)
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.
We use it across the entire organization to get an understanding of how our users experience our platform and to help guide them to specific areas we want them to see, use and understand. It has solved a huge problem of needing to use up valuable resources to code in guides and tooltips - instead, we can actually understand where our users need help and then implement guides or walkthroughs to help them.
- Guides are so easy to use and put in place. As someone who is not traditionally from a tech background, it is easy to implement without the need of technical resources and you can have a new guide live in minutes to address a problem you might have.
- Easy to understand insights: we used to use another provider and felt the insights we were getting were convoluted and a little hard to understand. Pendo.io is far more visual and it's easy to see what your users are doing and how they move through our app.
- Sometimes we do have some issues with guides behaving as they should, despite everything looking right in terms of the implementation.
- More system-generated recommendations of changes you can make to your app/site would always be welcome - with Pendo.io already seeing the data, it would then be great to see which pages need tooltips, guides or walkthroughs.
February 28, 2019
A solid platform and a great addition
Namely has been using Pendo.io for a few years to alert clients of any and all new product launches. We just recently started using the platform to send payment reminders.
- It's simple and to the point.
- I like the fact that you actually have to click on the pop-up to get to the next page.
- The analytics gleaned from the site are stellar!
- Hopefully, in the future, there will be more templates available for a wider variety of users (i.e. across different departments).
February 20, 2019
Pendo.io: Analytics for Anyone
Pendo 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.
January 28, 2019
Pendo.io is a wonderful product to dePend on.
Score 10 out of 10
Vetted Review
Verified User
Pendo.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.
January 16, 2019
Quick and easy messaging and analytics
Pendo is used across our organization and is essential to our user adoption. We use guides to help new users get acclimated and to inform current users about new features and releases. Pendo is also the backbone of our recently stood-up NPS and other user surveys, providing an easy way to integrate the surveys directly into the platform and then push that data out of Pendo and into our other systems. Overall, what should have been a complicated NPS implementation was made super easy by Pendo.
- Pendo makes it easy to quickly create in-app guides and messaging, without a great deal of technical knowledge necessary
- When we decided to start tracking NPS, Pendo was our obvious choice and made the whole process quite simple
- The segmentation options make it trivial to target very specific subsets of users, for anything from usage tracking to survey responses
- A lot of the UI still feels like it could be polished -- there's no separate menu to edit/create a segment without first opening a report for example. Most of it is very intuitive but decisions such as the above can be frustrating.
- There are certain fields that can't be used in reports but are available in other parts of the app. For instance, a visitor report can't use the date of response for an NPS survey as a field, so it can't be pushed externally. However, this information is plainly available in the NPS panel. Making additional fields available for use in reports would be a major step forward.
- There still seems to be hiccups with the Salesforce Visitor and Account integrations. Fields don't sync sometimes, or need to be selected multiple times before the field actually displays under the account or visitor.
January 11, 2019
Pendo usage for Software Analytics
Score 9 out of 10
Vetted Review
Verified User
We use Pendo on a regular basis to monitor the adoption and engagement with our customers' interaction with our software. It is great for insights into where people spend their time and informs us what they really care about. They appreciate that especially when we use that data to inform our strategic conversations so that we're not playing a "guessing game" or acting like "we don't know" where their interests lie. All in all a great data-driven tool that is universally adopted across the organization.
- Research usage by account and by user.
- Showing specific activities rolled up by account or by individual user.
- N/A
December 28, 2018
Pendo Review
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
December 22, 2018
Pendo is wonderful, tell your friends
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!
December 22, 2018
Ask me about Pendo Guides for Customer Education
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.
December 19, 2018
Stellar communication tool from a stellar team
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:
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
- Page engagement
- Feature engagement
- Visitors & account reports
- On-going trend and click path reporting
- NPS surveys
- 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)