Item: Pendo.io
Rating: 9
Author: Andrzej Jagielski

Overall Satisfaction with Pendo.io

Use Cases and Deployment Scope

We've been using Pendo to gather data about usage of our multiple services as well as creating personalised guides for our Users. It's been great so far and we've been able to build and track our KPIs around Pendo data, which is capable to not only present data, but allows us to go into detail information about users and create reports and graphs with ease. Guides allowed us to drive adoption and communicate new features to our users as well as get their feedback on the products we work on. I'd definitely recommend Pendo, its biggest advantages are ease of use and outstanding suppport.

Pros and Cons

Pros

Ease of Use - Interface is easily understandable and laid out clearly.
Support - Pendo provides us with great Customer Experience through their Support Team as well as Account Manager.
Flexibility - We are able to adjust Guides and Reports in many ways.
Well Defined Reports - Default graph and raports are very usefull and are good enough to gather most important information on our users.

Cons

Customisation of Guides might be hard to understand for all of the users as it requires CSS/HTML knowledge.
Would be great to have more in depth (advanced) options for Guides start method.
More Enhancement Request than a downside - I'd like to be able to save snapshots from specific time in the tool - I.E Data of Q42018. I know I can click few times and get it each time, but I'd like to have some saved ones always ready.

Return on Investment

It allowed us to build KPIs with the metrics it provides.
Pendo allowed us to communicate with our users easy and fast!

Alternatives Considered

Google Analytics

Likelihood to Recommend

Pendo is great if you are looking to understand the usage of your application. It allows to build heatmaps and get the data on specific pages and features usage, as well as it gives you the ability to build basic guides to enhance User Experience. I wouldn't recommend Pendo if you are looking for a very advanced and detailed tool. It has a lot of capabilities, but has its limitations. Don't get me wrong though - it is not a disadvantage, it provides all the key indicators and features that are most important and for us - it is perfect. This way it is not too crowded and makes it easy to use and understand.

Comments

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Pendo makes it easy to understand your Product, without giving you a headache!