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
(51-75 of 91)Companies can't remove reviews or game the system. Here's why
December 28, 2018
Pendo Review
Score 9 out of 10
Vetted Review
Verified User
- 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
- 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 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 20, 2018
Pendo helps me do my job in ways I didn't know were possible
- 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
December 19, 2018
Stellar communication tool from a stellar team
- 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)
December 13, 2018
Great software for product and CS teams!
- 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.
November 02, 2018
Pendo has been a game changer for us!
Score 10 out of 10
Vetted Review
Verified User
- 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!
October 22, 2018
Pendo increased our engagement with our customers
Score 10 out of 10
Vetted Review
Verified User
- 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.
October 16, 2018
Pendo Delivers!
Score 10 out of 10
Vetted Review
Verified User
- 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.
October 09, 2018
Pendo: For the Product Manager on the go
Score 10 out of 10
Vetted Review
Verified User
- 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.
September 18, 2018
Pendo provides what others do not
Score 10 out of 10
Vetted Review
Verified User
- 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?
September 07, 2018
Pendo for SaaS B2B
- 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.
September 06, 2018
Leveraging Pendo to build a better product
Score 10 out of 10
Vetted Review
Verified User
- Intuitive
- Easy to install
- Backfilling (for tracking)
- Intelligent Segmentation
- Customization
- Pricing
- Predictive Analytics
August 31, 2018
Pendo Product Management Insights
Score 10 out of 10
Vetted Review
Verified User
- 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.
Score 9 out of 10
Vetted Review
Verified User
- 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.
Score 10 out of 10
Vetted Review
Verified User
- 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.
July 06, 2018
In my humble opinion...
- 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.
Score 10 out of 10
Vetted Review
Verified User
- 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.
Score 10 out of 10
Vetted Review
Verified User
- 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
May 29, 2018
Fantastic tool
Score 10 out of 10
Vetted Review
Verified User
- 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.
Score 10 out of 10
Vetted Review
Verified User
- 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.
May 09, 2018
Pendo has done wonders for our business!
- 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.
Score 10 out of 10
Vetted Review
Verified User
- Highly customizable reports
- Easy segment creation
- Insightful paths and funnels
- Feature tagging
- Guides have a barrier to entry without a coding background
April 20, 2018
Pendo.io Review
- 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
Score 10 out of 10
Vetted Review
Verified User
- 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.