Item: Pendo.io
Rating: 10
Author: Nicholas Roberts

Use Cases and Deployment Scope

Pendo is used across our organization and is essential to our user adoption. We use guides to help new users get acclimated and to inform current users about new features and releases. Pendo is also the backbone of our recently stood-up NPS and other user surveys, providing an easy way to integrate the surveys directly into the platform and then push that data out of Pendo and into our other systems. Overall, what should have been a complicated NPS implementation was made super easy by Pendo.

Pros and Cons

Pendo makes it easy to quickly create in-app guides and messaging, without a great deal of technical knowledge necessary
When we decided to start tracking NPS, Pendo was our obvious choice and made the whole process quite simple
The segmentation options make it trivial to target very specific subsets of users, for anything from usage tracking to survey responses

A lot of the UI still feels like it could be polished -- there's no separate menu to edit/create a segment without first opening a report for example. Most of it is very intuitive but decisions such as the above can be frustrating.
There are certain fields that can't be used in reports but are available in other parts of the app. For instance, a visitor report can't use the date of response for an NPS survey as a field, so it can't be pushed externally. However, this information is plainly available in the NPS panel. Making additional fields available for use in reports would be a major step forward.
There still seems to be hiccups with the Salesforce Visitor and Account integrations. Fields don't sync sometimes, or need to be selected multiple times before the field actually displays under the account or visitor.

Return on Investment

We no longer need to spend developer resources on in-app guides and messaging -- anyone with access to Pendo can create them in minutes
We were able to quickly start tracking NPS without purchasing additional software or services
Usage tracking has helped identify pain points in the UI/platform

Other Software Used

Looker, Fivetran

Likelihood to Recommend

Pendo's messaging use-cases are on point and highly customizable, while also being quick and easy to implement. The reporting afterward is still a work in progress in some regards, but they have always been quick with their responses, either explaining their reasoning for specific decisions or providing a workaround. If you're willing to submit feedback and work with their limitations Pendo is an excellent choice. If you are looking for a heavy, granular analytics platform that is already fully-featured there may be better options available.

Pendo.io Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Support understands my problem Quick Initial Response	None

Quick and easy messaging and analytics

Overall Satisfaction with Pendo.io