Fantastic tool
May 29, 2018

Fantastic tool

Joanie Lutz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Pendo.io

Pendo is used across a few departments in my organization. Primarily product, user experience, customer success, and sales. It is also used by C-level executives across the organization. It is providing valuable data on usage, engagement, and churn. In addition, it is used for all in-app messaging - announcement of webinars, and gathering NPS data.

Pros

  • 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.

Cons

  • Customization. I would like a bit more control over the Pendo interface. Grids/filtering/etc.
  • Catch low engagement before it results in churn
  • Provide help where users are getting stuck.
If you have no idea how your tool is being used, Pendo will be extremely valuable by giving you those metrics. If you have a complex app that requires a lot of guidance, Pendo will help your users be successful by offering in-app help and walkthroughs. It is less appropriate if you need to know details about the depth of usage, such as the number of items in your app a user has added, shared, deleted, etc.

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