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

Overall Satisfaction with Pendo.io

Use Cases and Deployment Scope

Pendo.io ties into a number of our SAAS solutions. It allows us to track usage of our solutions, gather customer feedback and provide in-app guidance to our users.

Working in Value Creation, I'm keen to understand how new features are adopted by our customers. Pendo.io allows me to report on the adoption of new features, then push out guides to prompt further adoption and gather feedback from customers.

Pros and Cons

Pros

Account & Visitor usage reporting, showing time logged in, number of clicks and number of features used.
Dashboards, allowing for grouping and visualisation of key data for one or multiple solutions.
In-app user guides and polls, allowing for alerts and knowledge to be shared and insights to be gained from users.

Cons

This may be specific to the solution I work with, but I struggle with some of the workflow features where the button that ends a workflow may be clicked multiple times in the process.
It would be great to have a way to directly reach back out to a user after they've provided feedback via a guide, without having to create another guide targeted to that specific user.
I think this is coming, but being able to amend the steps in a guide from within Pendo, without having to log into the specific solution.

Return on Investment

Through usage reporting, we were able to identify a potential £100k in license revenue.
Measuring usage of a beta feature allowed us to determine realistic timelines for go-live.

Usability

The interface is clean and easy to follow and you can familiarise yourself with most features after a few uses. The help guides available on Pendo.io make it straightforward to search and broaden your understanding.
Menus are structured logically, making the solution easy to navigate. There are frequently offers for the Pendo.io academy courses and webinars that can be attended online, further enhancing users understanding.

Key Insights

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

Not sure

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

Salesforce CMS, ServiceNow Customer Service Management, Google Gemini

Likelihood to Recommend

It's allowed us to audit usage of our solution and determine whether users are exceeding their licences, where this is less appropriate is trying to determine whether the reported users are designated the correct licence (though our solution should be doing more here).
It is excellent where you have an in-app action that you want to track usage of, however where you'd like users to automate processes as much as possible, it's difficult to measure automation.

Comments

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