Item: Pendo.io
Rating: 10
Author: Verified User

Overall Satisfaction with Pendo.io

Use Cases and Deployment Scope

I personally utilize Pendo.io to create guides and announcements to enhance the user experience. We utilize tool-tips, walkthrough guides, and the resource center with various modules to ensure our various users have the correct segmented information. Our Product team also uses Pendo for feature tracking and to factor in to the roadmap when feature planning.

Pros and Cons

Pros

Embedded guides for a less intrusive experience!
Amazing customer service and support to review individual goals based on different teams.
Engaging community of Pendo learners and users to collaborate and troubleshoot.
Great tracking for metrics when it comes to guide usage!

Cons

Having an easier experience when tying in additional apps to our account.
More guidance when it comes to advanced snippets and code blocks for customization
More reporting capabilities for child/parent accounts.

Return on Investment

Increasing new feature adoption
Leveraging guides to help cut back on support tickets
Allowing users to provide feedback

Products

We utilize guides and analytics I think. Session Replay would be great but we already use FullStory for our Support team. Guides have been a game changer but we are still working to make sure they are leveraged to their fullest capacity without being intrusive to users. We plan on using the embedded guides to help reduce the work time for our developers who would normally hardcode embedded banners for specific messages.

Usability

I was able to teach myself how to use Pendo.io guides at a fairly quick pace and have been able to find support from the Pendo team and community to become an expert at my organization to teach how to use Pendo to other team members. It can be daunting at first, but being consistent and using all the educational resources Pendo has to offer makes it easier.

Key Insights

Do you think Pendo.io delivers good value for the price?

Yes

Are you happy with Pendo.io's feature set?

Yes

Did Pendo.io live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Pendo.io go as expected?

I wasn't involved with the implementation phase

Would you buy Pendo.io again?

Yes

Other Software Used

Gainsight Customer Education

Likelihood to Recommend

I don't think Pendo.io will be able to 100% replace our onboarding workflow, but for our new users from existing customers, we are launching onboarding guides to help that segment of new users receive more on-demand, self-service training. It is a little tricky to still figure out segments based on our app's ability to have custom user roles, and it would be great to be able to create segments based on whether a user's page has a specific button appear rather than tracking their clicks, since that will inevitably leave some users out of the segment.

Comments

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Pendo.io is a game changer