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Dynamic product that is slowly becoming an integral part of the business
May 21, 2018

Dynamic product that is slowly becoming an integral part of the business

Ashley Saliba | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Pendo.io

Our company is a small software development organization and we use Pendo.io specifically within the Product Management function. It helps us easily track user behavior and see what actions people are taking most frequently, and also collects feedback through the polls. We previously had difficulty getting accurate user feedback because our surveys weren't all that timely, but Pendo.io polls help us get in the moment feedback in a way that's easy for users to respond quickly.
  • 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.
  • We've been able to schedule customer interviews based on feedback submitted through the polls and it has helped us make product and UI changes for the better to make customers happier.
  • It has really made it obvious which functions users love and return to often and which ones they don't use, allowing us to make roadmap decisions that will have the most impact on customer retention and satisfaction.
  • Intercom
We previously subscribed to Intercom for product announcements but went with Pendo.io because it also gives us robust product usage analytics and polls, and allows us more flexibility in posting targeted product announcements. We phased out Intercom after we purchased Pendo.io because they were duplicative.
Pendo.io is great for non-technical product people who want to explore user behavior in detail without having to drag in a data analyst or developer to pull activity data from the database. It's also great for collecting feedback, as you can post polls on whatever page works best for you and even target specific users.

I don't think Pendo.io is great for posting product announcements (Guides). It's not all that intuitive to upload the guide and I find the view and click analytics difficult to understand when I feel like it should be a very simple concept. We previously used another vendor to do this and it was much, much easier and we got better analytics. We switched to Pendo.io because the product encompasses many different functions, but I do feel like the Guides (in app announcements) are a weakness.