Pendo is the tool I've been waiting for!
March 06, 2018

Pendo is the tool I've been waiting for!

Vanessa Cahill | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Pendo.io

Pendo is being used primarily by our Client Services and Product teams. Our CS team is using Pendo to work through pilot customers, and identify opportunities and risks within our customer set. Our Product team is using Pendo to track feature engagement and build guides to help our customers with onboarding and working through common tasks within our product.

Pros

  • Pendo's UI is really easy to understand. They have a lot of customization options in all of their table and dashboard views and the way they present their data is very clear.
  • Being able to tag and implement things using CSS is a huge win for my team. We have limited developer resources, but I am able to go in and use my CSS knowledge to tag anything that I need tracked without having to pull resources from our dev team.
  • The Pendo Support team is amazing. They are incredibly responsive and very quick to help work through any problem.
  • The walkthroughs/guides, tooltips, etc are really easy to implement. They, too, work off of CSS tags, so there's no need for developer help.

Cons

  • Pendo doesn't have a clear area for providing feedback or feature requests.
  • Pendo has saved multiple departments time - example: Client Success can run their own visitor usage reports without having to go through our dev team.
  • "Bandaging" bad UI. We have a lot of legacy UI that is not so great and Pendo helps us get our users through it while we work on updating it.
Pendo is a lot easier to set up than Google Analytics, in my opinion. As a non-developer, it is important that I can go in and tag what needs to be tagged without having to fight for dev resources. Compared to WalkMe, I think Pendo just offered more customer analytics and was easier to implement for about the same price.
Pendo is really well suited for quick analytics on your customers because of the ease of implementation. Being able to create guides and messaging without developer resources makes it great for a small company. We're still learning what else Pendo can help us do, but we're optimistic that it can do much more than we're using it for!

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