Second company I've used Pendo with, and likely won't be the last.
Tamara Schebel | TrustRadius Reviewer
Updated November 28, 2019

Second company I've used Pendo with, and likely won't be the last.

Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Pendo.io

We use Pendo.io for messaging, onboarding as well as highlighting new features. We use NPS surveys to get continuous feedback from our users. We also use the analytics to keep an eye on how each of our accounts is using our software as well as specific feature usage. The cohort analysis is a new feature that we've been using a lot as we try to improve our onboarding experience with an eye on maintaining engagement over time.
  • Analytics are way easier to understand than Google Analytics, which we also use.
  • Love being able to add messages on the fly without going through a lengthy dev process.
  • New, useful, features are constantly being added.
  • Can't do some of the message targeting I've tried - hitting up people who haven't visited in a while (when they finally come in) or targeting based on the number of visits.
  • Wish it were easier to figure out where the "aha!" moments are in our product - something I'm sure we can use Pendo.io to do, but it requires a whole lot of digging vs being something out of the box.
  • Support! Has not scaled well, and is currently terrible [edit Nov. 2019]
  • Our NPS program, powered by Pendo.io, has resulted in reams of customer quotes that we can use in marketing and just use to understand our customers better.
Pendo.io was designed for product managers. It combines the goodness of several tools I used in the past into a one-stop shop that keeps me on top of many aspects of my job.
Adding messaging to your product, without a developer. Monitoring feature usage on the fly - without planning in advance which features you want to track.

Pendo.io Support

My initial review of Pendo was glowing - as was my experience at the time. Since then Support, which was once a huge Pendo plus, has become a disaster. They've moved away from dedicated CSMs - at least for a segment of accounts - and to a centralized support model.. however, it can take a week for me to get an initial response to a ticket. I've had to escalate darn near every one in recent months, and most never get satisfactorily resolved. Feels like major scaling issues going on at Pendo, and a whole lot of untrained people. And yes, this will make me reconsider renewing at the end of the year.
ProsCons
Kept well informed
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response