Looking for customer usage insights - check out Pendo
March 09, 2018

Looking for customer usage insights - check out Pendo

Greg Roush | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Pendo.io

We use Pendo for tracking usage analytics of our customers within our platform. Customer Success, Engineering, and our Product teams use it to see which features our customers are using, how frequently are they using them, etc. It helps us know which features and pages need to be worked on from product and engineering perspectives but it helps CS know what to talk about on monthly calls with customers to help deliver more value while using our platform.
  • Customer usage insights. We're able to see exactly what pages and features our customers are using. This helps our product team know what to concentrate on when making enhancements and the CS team know where people are getting stuck.
  • NPS surveys. We're able to capture NPS surveys directly in our platform by using Pendo. We don't have to send out a separate form for customers to fill out, they can just tell us directly in our product.
  • Guiding users through different functionality. We're able to use Pendo to set up guides that will instruct our customers on what to do when using specific pieces of our platform.
  • Communicating outages or updates. We're able to put different announcements on our platform using Pendo so we can communicate outages of the platform for maintenance as well as general release notes.
  • Reporting can be a bit limited. They have standard reports that you can run but it would be nice to see a deeper level of reporting.
  • We've been able to engage our customers with insights about how they're doing and what they're using the most/least.
  • Our product team has been able to prioritize different things in our sprints based on usage data from Pendo.
Pendo's level of analytics that they provide on how our customers are performing and what they're using within our platform is second to none. We use the guides a lot but we really get value out of being able to see how our customers are using our platform. We're now able to quantify our customer health scores with usage data, instead of it being a manual gut check.
If you're trying to understand what your customers are doing and how they're using your platform, I would highly recommend Pendo. I've seen other tools that offer guides to help walk customers through different pieces of their platforms, but none that provide that feature as well as the analytics around how our customers are doing using our platform.