Pendo changed the way we do product
Emily Hardin | TrustRadius Reviewer
May 16, 2019

Pendo changed the way we do product

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Pendo.io

We use Pendo.io in our Product team for tracking usage data, tracking NPS, creating in-app engagement, and managing in-app education. We are able to use the data from Pendo.io to inform product decisions and improve customer experience. We are able to provide contextual answers to common questions to decrease our support volume.
  • Pendo.io support is responsive and informed.
  • Pendo.io segmentation is top notch. You can break down user groups into random groups, groups based off of product usage, groups based off of permissions, or a combination thereof.
  • Pendo.io's targeting of elements is very simple, and their recent update has made it even more streamlined.
  • I would love it if Pendo.io would add a dedicated space where you can work on segments. Having to access them through drop-downs in random places throughout the app isn't the best.
  • I'd love for them to expand their integrations with other programs that support product managers.
  • Pendo.io has been instrumental in the implementation of payment processing in our application. We were able to drive applications and usage with targeted in-app guides.
  • On more than one occasion, analyzing usage data from Pendo.io has kept us from creating features in a way that would negatively impact our users. This has saved dev time and customer happiness!
  • We are able to quickly create lists of users for our R&D team to communicate with based off of usage data in Pendo.io. This saves our team and our customers' time.
We used WalkMe for a couple of years, but because we are a single page application we had difficulty with the implementation crashing our site. WalkMe also uses cookies to track users, so every time one of our customers cleared his or her cache, they would receive announcements and surveys over again. These two issues in combination made for some bad data and kept us from being able to use the full functionality of the product. We have had none of these issues with Pendo.io, and the implementation team there has worked with our engineers to ensure that our install won't negatively impact our site.
  • Customer Surveys
Pendo.io is great for running analytics and creating quick dashboards so you can provide easy to interpret product usage information to stakeholders through your company.

I also love being able to create targeted guides that provide necessary information to affected users and don't bother anyone else!

Pendo.io Training

The training schedule was well thought out and tailored to meet our needs. Chantelle stayed with us through the whole implementation and made sure that we were good to go.

Pendo.io Support

Pendo.io doesn't have phone support, which I would prefer. But, their email support is stellar, and they always make sure that urgent requests are handled accurately and quickly.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Yes - they've been great!
One evening, I was creating a guide to announce a new piece of functionality that was being released that night. I could not for the life of me get the guide to work. I sent a panicked email to the Pendo.io support team, and their manager called me at 10:30 pm to make sure I had what I needed for a successful release. I was able to finish the task and go to bed knowing that my end users weren't going to wake up completely confused the next morning!