Pendo

Avantages

NPS overviews and item analytics on a SaaS stage make it an awfully capable stage, which can progress our client appropriation, whereas too directing item groups to superior get it and track client behavior. The Pendo group has been incredible from begin to wrap up, valuable experiences into how our clients utilize our stage, and the comes about have as of now affected our item cycles going forward.

Inconvénients

Some of the concerns noted are more on the application side, such as supplying better IDs and URLs instead of Pendo. Some of the guide options were not obvious in terms of where to locate them or how they effect the guide screen; however, Pendo has since updated their features to clarify/define the impact, or where they are now makes sense to me.

Avantages

Pendo has made our new user onboarding process so much more quicker and professionally.

Inconvénients

Pendo is not the cheapest product on the market, and this may well factor in to our use of it moving forward.

Avantages

The product analytics are great and are very robust in the data they provide. Their tooltip and pop up functionality for user onboarding were very useful.

Inconvénients

It was so difficult to implement. We are an SPA and use Shadow Dom. This greatly limited how we could use Pendo and it required a lot of custom work from our Dev Team. When reaching out to support for help we would wait weeks to get an answer. We did pay for implementation but it was a smaller package so we only received an hour with a specialist to install our snippet. We were not able to get help with anything else during that implementation cycle.

Avantages

I like being able to set activity tracking over time within my product.

Inconvénients

It is confusing to filter and know what user activity I am viewing.

Avantages

I use the NPS feature of Pendo daily. The rest of my team uses this tool for our onboarding. We recently moved from Delighted to Pendo and I couldn't be happier! Easy to see our NPS score change over a set period of time, as well as see users comments and score.

Inconvénients

So I only use the one feature while my team makes full use of the rest of the tool. There are really no negatives other than it's overwhelming at first as there are so many useful features. Take time to learn so you can get the most from Pendo.

Avantages

Pendo allows me to easily set up guides or walkthroughs in my product. The best part is that it leaves a lot of room to start small and grow.

Inconvénients

One of our selling points was that it required low development effort and could be managed by a non-developer. While yes, this is true, it can require someone with front-end experience to code a few walk through steps and someone with back-end experience to send additional data to pendo for use with segmentation and analytics.

Alternatives envisagées 

Pourquoi passer à Pendo

Avantages

Pendo is a great tool. It is easy to use and helps executives start tracking the right metrics (instead of guessing at what is important). It also scales your support organization with automated onboarding and educational opportunities for users.

Inconvénients

Sometimes the reports bug-out, but the support team is quick to respond.

Additionally, there is no way to communicate with users OUTSIDE your application ecosystem (i.e. email). If a user isn't engaged with your software, you have to go into a different system in order to get re-engagement.

Alternatives envisagées 

Pourquoi passer à Pendo

Avantages

Pendo is easy to navigate and easy to get enough evidence to understand different patterns. The analytics are clear with it, and the chances of reaching the appropriate improvements are doubled. I like the ease of requesting targeted information, and I find it very expressive of the behaviors we are studying. It is great that all the analytics are presented on dashboards that include organized tables and graphs, and we can easily include them in our presentations.

Inconvénients

I did not find anything that could be considered difficult, and linking and identifying patterns across different reports is very easy.

Avantages

you get the detailed data for the user activity on platform and the trend analysis. UI is user friendly.

Inconvénients

some more metrics in reports. Some customise reports needs to be made available. date selection filters in weekly board

Avantages

It’s a great tool that helps create walking through a product fun and easy!

Inconvénients

I think the product is great and easy to use, so I don’t really have much bad to talk about it. Doesn’t make sense for all software apps, but the complex one, absolutely!

Avantages

It has great web analytics to be able to see stats on visits to pages, I also really enjoy the ability to build out little informational tools like pop-ups when you enter a page for users without having to code/develop for that. Also the help question mark where we can link out to all our knowledgebase articles.

Inconvénients

I wish it had some more functionality to actually see users sessions and track like rage clicks, or be more pro-active about when things aren't working and not have to tag EVERY single little thing, but let it auto-generate tags somehow?

Avantages

Pendo provides a user-friendly experience that allows us to access comprehensive reports with visually appealing graphs that illustrate all interactions with our website and social media platforms. Pendo's numerous statistics on visit times and days enable us to accurately measure engagement, allowing us to gauge the effectiveness and success of our marketing efforts.

Inconvénients

Pendo is a great tool that is easy to use, although it may be a bit complex for beginners. However, it doesn't take much time to understand all of the tools and extract reports effortlessly.

Avantages

Pendo is built for product teams and provides a real solution to what I consider User Behavior Analytics, Qualitative + Quantitative Insights. The best part its super easy to get up and going, minimizes my development and implementation efforts. I have been able to train my Product Managers and UX Designers/Researchers in how to Tag, Generate Reports in less then 1 hour. Pendo makes Analytics easy + fun which is perfect in keeping my teams engaged and using analytics to measure success with each release. Also Pendo helps us now connect a complete user journey cross devices from desktop to mobile, it has helped us drive engagement into new areas of our applications through what they call Guides, and has allowed us to easily and quickly identify problem areas by looking into the analytics and using in-app surveys to collect additional in the momement feedback.

Inconvénients

I must say not much I do not like about the software. The pricing model which is based on monthly active users can get costly if you have millions of users, so it's not ideal for putting Pendo on your marketing or lead pages, its best used within your application after users sign in.

Avantages

It's very easy to configure, you can be live in minutes and the reporting capabilities are fantastic. We use it for clients communications and feedback, in addition to NPS score collection. It perfectly does the job.

Inconvénients

The integrations with other tools can be a bit complicated to manage because Pendo is very powerful and offers multiple ways to do it. Sometimes the reporting capabilities are even too granular (which is a plus) but that makes the job longer in terms of report configuration and checking.

Avantages

It's incredible how useful and predictive usage metrics can be if you build your own benchmarks and follow carefully. Extremely useful for knowing which accounts/segments my team should prioritize.

I can spend 5 minutes in Pendo and see which of my large Customers are not adopting a Feature I know makes them sticky/happy. From there, it's just a matter of what form my outreach takes.

NPS is also slick, simple, intuitive, yet you can also customize and ensure a laser focus.

Guides are awesome. They do take time to learn and get efficient at, but you get out of it what you put into it. We're seeing very good usage and feedback is extremely positive.

I've met and worked with ~5 Pendo Team members and they've all been awesome! They're passionate about the Product-- when I ask a difficult or unusual question, you can tell they're curious and they care-- they don't try to give me a cookie-cutter answer-- they're thoughtful and they take the time to think it through.

Inconvénients

There is a bit of trial and error with filters. It's easy to think you've included/excluded a segment-- careful to double check and be extremely diligent.

Avantages

Pendo has allowed us to gain deeper insight into our users’ workflows within our applications without having to disrupt those workflows. Usage data is captured as users navigate the site/app/platform and that data is made available to our team to analyze in real-time. This has significantly improved how we interact with users and what content we serve them at every touchpoint.

Inconvénients

Creating the “guides” can be a cumbersome process. There are templates, but these are fairly basic and do not cover every use case. It would be amazing if there was an advanced/expanded library (even at cost) that would allow us to ramp up more quickly. We also felt the implementation team at Pendo could have been a little more hands-on. The weekly/biweekly check-in calls are nice, but we could have really used some deep-dive/consultative help when we were new to the platform and still trying to find our bearings.

Avantages

Implementation was very easy, Pendo provides you with a javascript snippit which a developer inserts into an existing web app, typically in the header or footer. Extra data can be added just by modifying some code. We had a proof of concept up and running within hours and deployed to production within weeks. Once up and running, Pendo provides a large number of ways to slice and dice data and it's all very self explanatory, for the most part.

Inconvénients

Like many of these products, the data that comes out of it is only as good as what goes in.. i.e. don't just think you will install the snippit and call it a day. On the Pendo portal, customization is required, such as "tagging" pages, grouping pages together (i.e. a series of pages that may have different parameters or query strings will appear to Pendo as different pages, and this grouping needs to happen before data can be interpreted correctly. The original thought was that the end user (product manager) would do this customization but ultimately developers did it.

Avantages

Pendo is easy to set up and quickly get value from. Our entire company is now using Pendo for different things - whether it be understanding adoption at an account level or putting marketing event invitations to selected customers in the app, Pendo is our go-to tool.

Inconvénients

The dashboards and "groupings" leave a bit to be desired. There's so much data in the platform, I want it be as easy as possible to share with the team or put up on a TV . Everything is there, it just takes a bit of massaging and exporting to make it really shine.

Avantages

We really love the usage data we get from Pendo. It helps to identify sore spots in our interface that may incite frustration from our clients, and is also equally useful in setting up reviews, announcements, and alerts.

Inconvénients

It is a large program that will take some tinkering to become anywhere useful let alone proficient, but with such a large platform that is to be expected.

Avantages

A single line to integrate to your software. The tool itself is clear and understandable giving the user the ability to launch surveys, measure where users are and where they are not. It has good integration capabilities allowing the data to be utilised in other products to drive behaviours and events

Inconvénients

Can be expensive if you have many products in your portfolio.

Avantages

I love that we can post product and event/training related announcements in our product for our clients. Emailing them sometimes does not always get their attention so its great to ahve another outlet.

Inconvénients

Certain areas of the tool are not as intuative as others. I specifically get caught up in the Recources Guide area when trying to edit existing resources.

Avantages

The ability to easily track customer usage has helped guilde product development and even assist in customer troubleshooting. The implementation and customer service team has been amazing as we got up and running.

Inconvénients

The guides are powerful and we are going to start using them but the interface to manager them is very kludgy. The way you create, edit and manage guides, only available from in-app, is not very user friendly and required way more trial and error and support calls then it needs to.

Avantages

Pendo has been incredibly helpful in uncovering insights regarding our platform users. The best things about Pendo has been -
1. Ease of implementation - It was very simple to deploy Pendo on our platform and start using the product
2. Ease of use - the application is super easy to understand and use
3. Features - the features that Pendo offers - user analytics, easy to build guides for users, NPS management - are the best tools for a product manager to really understand user behavior
4. Support - Pendo provides great support for any questions/issues with a good turnaround time.

Inconvénients

The new visual designer is awesome but can be a little glitchy.

Avantages

I love the flexibility that pendo offers us. It allows us to create funnels and paths seamlessly so that we can see how our users are interacting with our software. The best part is that pendo stores data on things we haven't yet tagged so if we end up tagging that button or part of the page in the future, it will retroactively provide the data for timeframes before we tagged the item.

Inconvénients

My main complaint is the speed. It can take a long time to load the results of our paths, funnels. If that could be optimized it would go a long way towards making it more usable.

Avantages

Pendo is easy to dive into without needing to go through extensive training or onboarding. It's also designed to be visual, so you can quickly see customer engagement and adoption, as well as what accounts might be at risk.

Inconvénients

We've had some technical run-ins with setting up segments based on time as a customer - but it hasn't been a huge issue.