Item: Pendo.io
Rating: 10
Author: Kelly M. Lafferty

Overall Satisfaction with Pendo.io

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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

Cons

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.

Return on Investment

NA - I'm not involved in the ROI analysis

Alternatives Considered

I was not involved in the research and decision process. I'm not sure what other products were evaluated.

Other Software Used

Salesforce App Cloud, SurveyMonkey, Marketo

Likelihood to Recommend

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.

Comments

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Pendo has done wonders for our business!