Communicating directly with our customers has never been easier or faster!
August 10, 2018

Communicating directly with our customers has never been easier or faster!

Lila Krutel Meyer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with

We use Pendo primarily for displaying feature tooltips in our application, announcing upcoming releases and new features, and to offer in-app access to our product documentation via Pendo's guide center. We're no longer dependent on engineering and the release process to publish in-app help for our users. We've also been able to reduce the number of emails we send to customers with in-app announcements and increase our customer communication reach.
  • Pendo's support and CSM team are knowledgeable and very responsive.
  • Configuring in-app announcements is easy and quick.
  • Pendo empowers non-engineers to communicate directly with users in your own product!
  • Sometimes it's difficult or time-consuming to identify the in-app element's code that you want to tie a tooltip to.
  • Feature and page tagging should be automated rather than manual to assist with usage tracking.
  • Walkthrough guides, which include a string of guide steps, can be very time consuming to configure and test and require maintenance if your app changes.
  • It has reduced our reliance on engineering to hard code and maintain in-app messaging/tooltips.
  • Using in-app announcements has reduced our customer's email fatigue.
  • We've increased the reach of our customer communications and improved overall feature awareness/adoption.
I wasn't involved in the evaluation phase and I haven't used similar products.
I know a lot of other Pendo customers who use them primarily for usage tracking, and for delivering in-app NPS surveys. We aren't really using them for these purposes, but the tooltip, announcement, and documentation integration options work well for us.