Pendo.io is a Must Have
June 26, 2025

Pendo.io is a Must Have

Mandi Nieland, MNM | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Pendo.io

I use Pendo.io from a Customer Success standpoint, partnering with the Product and Product Analytics teams at our organization across multiple products. In addition to building out user engagement opportunities and connecting customers to solutions and resources in-app, I also use it for advertising upcoming CS webinars that help them optimize their product adoption and get the most out of their investment.

Additionally, I've used Pendo.io to build a post pNPS workflow for both detractors and promoters, offering promoters the chance to complete product reviews on external sites; and offering detractors the chance to connect directly with leadership to share their feedback.

Pendo.io is also excellent for onboarding, identifying segmentation and developing user personas. I enjoy the ability to develop very targeted messaging to specific users, empowering them to solve as many of their product questions in-app and avoid interrupting their work.

Pros

  • In-App Guide Building
  • In-App Resource Portal (very customizable)
  • User Segmentation and journey building
  • Adoption and use case data

Cons

  • Socializing to product teams that there's a huge benefit to partnering with their Customer Success org to optimize its use
  • Support ticket reduction by positioning guides where they're most needed (common stuck points, complex feature sets, etc.)
  • Measuring the impact of customer engagement webinars against their in-product behavior (i.e., our customers show that if they attend a webinar live, they're using relevant aspects of the product 2.5x more than non-attendees)
  • Increase in customer engagement across additional touch points (user Community; Customer Success webinars; etc.) by being able to tie those channels together in-app with Pendo.io
The initial set up definitely requires technical experience and back-end engineering. And the initial set up is KEY to ensuring that down the road, you can get the information you need out of your systems (Snowflake, etc.). We have a few products with Pendo.io installed that lack the correct architecture for us to properly leverage it as much as we could be.

It has the look/feel of a more "techy" product, so for non-product team members who are interested in using it, it may feel intimidating. But the ability to set up custom dashboards helps with that.

I think the guide building tools are solid and there's a lot of flexibility for more advanced coding to be added to the guides, or the ability to essentially use a "WISIWYG" editor.

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

I regularly proselytize Pendo.io to coworkers across organizations - Product; Product Analytics; Customer Success; etc. I think that the value to CSMs is incredible in terms of product use and allowing them to get more detailed data on what their customers are doing in product. Ideally that information would feed from Pendo.io into a tool like Gainsight so the CSMs didn't have to use yet another solution for their customer discovery work.

Pendo.io is also great for A/B testing specific guides; features; etc. Their new embedded guides now allow the opportunity for additional testing and a more native look/feel to key messaging - which is great. Our organization hasn't leaned into that feature as much as we could yet.

Pendo.io is a great tool that could easily benefit multiple orgs within a company - UX; Research; Product; Analytics; Product Marketing; etc. I wish my company would lean into it as a comprehensive solution more.

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