Item: Pendo.io
Rating: 9
Author: Verified User

Overall Satisfaction with Pendo.io

Use Cases and Deployment Scope

We use Pendo.io primarily to guide the user journey within our SaaS application. Pendo.io provides contextual badges that can call attention to new features and UI elements, as well as facilitating simple instructions for awareness and adoption. We use it both for "evergreen" campaigns that are automated to activate in response to events, and for short term or one-off messaging. It is also integral to our Prospect Trial experience, as well as our New User Onboarding experience.

Pros and Cons

Pros

Segmentation of users
Contextual notifications
Embedded banners for awareness or promotion

Cons

Dashboard is sometimes very slow to load
Preview is problematic if the Pendo.io user doesn't have access to the target environment or application where the guide is going to display
It would be ideal to have a gallery of thumbnail images of previously used guides to select from, either to pull a screen capture or to use as a template. It's cumbersome to go to the guides, find the one you want, click on Preview, etc.

Return on Investment

Increasing revenue by providing an awareness mechanism for add-on modules
Increasing adoption by providing guidance through new user flows and feature availability
Allowing us to promote events and recruit users for UAT using both embedded and static guides
Improving conversion from free trials by delivering key value messages during the trial experience.

Usability

It's not an easy tool to learn. I've been using it for over a year and I feel like I still have a "freshman" level of competency. I think that's understandable, given the vast capabilities and complexity of what Pendo.io can do, but there could be some really easy ways to improve this. For example, the logic for creating an "Exclusion" segment is really counter-intuitive. It makes it extremely challenging for us, who are working within Pendo.io regularly, to explain to leadership or other team members how it functions. I would love to see a UI element in Pendo.io that is modeled for simple logic: If a user is in this segment, they will be excluded from...

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

Totango, Salesforce Marketing Cloud, Adobe Marketo Engage

Likelihood to Recommend

With our Prospect Trial experience, we have to use a hybrid approach to deliver the experience desired. We use Pendo.io to deliver simple messages and videos. But we have to work with Engineering within our UI to deliver more complex guidance and walkthroughs. I also wish there were some sort of happy compromise between a static guide that interrupts the user upon login and an embedded guide which is totally passive.

Comments

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