Item: Pendo.io
Rating: 8
Author: Verified User

Overall Satisfaction with Pendo.io

Use Cases and Deployment Scope

We use Pendo to analyze the usage of one of the tools we offer as a SaaS company. With Pendo, we track and measure the utilization of the different features that our tool offers, and with that information we create reports that we later use to generate graphics to deliver to our customers.

Pros and Cons

Pros

Report generation
Account managing
Usage tracking

Cons

Could be more user friendly
Sometimes is hard to identify different elements
Analytics are not very self-explanatory, so it is hard for me to use that tool

Return on Investment

Time saving
Reduces risk since we can track info about usage
At the end of the day, the analyzing capabilities of Pendo help us increase our revenue
Detection of sales opportunities

Center of Excellence

We do not have a cross-functional team to develop strategies with Pendo (not that I know of) but we do have a couple of people that we can reach out to for help with reports and maybe creating lists of our accounts in Pendo for easier usage, etc. The cross-functional Pendo team is a good idea, and I will talk to those people about establishing a team for this purpose.

Usability

I think Pendo could be more user friendly regarding the Analytics module. The options provided are not very self-explanatory so I don't use most of them (example, the workflows tab). It might be a training issue rather than a product issue. In any case, it seems like Pendo has a lot of features that I don't know about. For the most part, I use the People tab and the Dashboard tab. I use some reports that have been shared to me but that's about it.

Alternatives Considered

Gainsight CS

Pendo has a lot more features than Gainsight, and a friendlier UI. Pendo is harder to use in my opinion - but this conception could just be lack of training.
Gainsight is a good tool to measure an account's health by using green, yellow and red colors to identify accounts at risk or potential risk. That is something that Pendo could maybe implement in the future

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

Gainsight CS, Salesforce Lightning Platform, Microsoft Power BI

Likelihood to Recommend

Pendo is useful to track and measure the usage of one of our tools, but not all of them, it could be a good thing to have all of our tools measured by Pendo and have a centralized database.

Personally, it would not be appropriate to use the Analytics module of Pendo because I find it hard to use, so I use another software solution to create my dashboards.

Using Pendo.io

Users and Roles

80 - Account Specialists, Account Managers, Customer Success Executives

Support Headcount Required

2 - I am not sure what skills are required, but we have a couple of people helping us out with building reports and client lists, they are very knowledgeable in terms of Pendo processes but the final users need some training (such as myself). It would be nice to have more people available to train us.

Business Processes Supported

Account Management
Sales opportunities
Account health measuring

Innovative Uses

Reports
Dashboards
Customer Success Reviews

Future Planned Uses

More analytics

Likelihood to Renew

I do not have a say in whether or not the company renews the agreement with Pendo but I would keep it if I were them, it has delivered the expected result and more

Evaluating Pendo.io and Competitors

Products Replaced

Not Sure

Pendo.io Implementation

Implementation Rating

Pendo was implemented correctly for what I can see, it works for its intended use.

Implementation Details / Implementation Partner

Don't know

Change Management Lessons

Change management was minimal - Pendo is utilized to work with just one of our products, so adoption was ok. There are new people joining our company and some training could be helpful for all of us.

Implementation Issues

New people adopting the system without training

Pendo.io Training

Training Types Used

No Training

In-Person Training

Online Training

Ease of Pendo.io Training

It was somehow easy to learn but I did have to request assistance from one of our senior team members to help me use Pendo, since I was not here when they were trained and actually, most of us were not here.

Configuring Pendo.io

Product Configurability

I have configured some things but have not tried to configure or customize a lot of things since I don't feel confident with moving the settings around.

Configuration Lessons

Not really, I think the best practice would be not to touch anything without proper guidance.

UI Customization

Some - we have done small customizations to the interface - I did not do the customization but the Pendo people here at our company did.

Extensibility and Customization

No - we have not done any custom code

Additional Customization Considerations

Not really, I like it just how it is right now.

Pendo.io Support

Support Rating

Customer Success team members from Pendo have reached out to me in the past to offer webinars and training, which is great because no other vendor does that, though I have never requested assistance from the support team.

Pendo.io Customer Support Pros and Cons

Pros	Cons
Knowledgeable team Support cares about my success	None

Bug Resolution

Exceptional Examples of Pendo.io Support

Pendo CSMs have reached out to me via email and even on LinkedIn to see if they can help me out with something, that is what I would call proactivity. No other vendor does that.