Pendo

Pendo Platform


4.5 / 5
85 reviews

Who Uses This Software?

Product Management, Customer Success, Customer Support, Engineering, Marketing, Sales and UX teams


Average Ratings

85 Reviews

  • 4.5 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Pendo
  • www.pendo.io
  • Founded 2014
  • United States

About Pendo Platform

Pendo was founded when alumni from Rally, Google, Cisco and Red Hat combined their heads and hearts to build something they wanted but never had as product managers a simple way to understand and attack what truly drives product success. With powerful analytics, in-application user feedback, and contextual guidance designed to help companies measure and elevate the customer experience within their applications, Pendo is on a mission to improve society's experiences with software.


Pendo Platform Features

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content

Vendor has not completed this information.


Pendo Platform Reviews Recently Reviewed!


Capterra loader

Combines good product analytics with in-app guides and NPS tracking. And that's killer.

Jan 04, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: What's unique and really useful about Pendo is that it combines product analytics, in-app guides & Net Promoter Score tracking, all under one roof. This allows you to show custom messages just to certain audiences (e.g. I see that some customers did not yet try feature ABC, so I show them a Guide to trigger adoption), and see NPS scores for different segments of users (e.g. what's the NPS for customers that never use feature ABC? What's the score for those that use feature ABC all the time?). That provides incredible insights.

Cons: First of all let me say that the company has come a long way. Pendo is growing a ton and it shows. They're constantly improving the platform, so we're confident that flaws will be corrected over time. That said, in our experience setting things up takes some time (and the concept of "Feature" is not immediately clear to newcomers: it actually means "UI element"), and until recently there were some annoying productivity issues (e.g. you could not quickly clone a segment, resulting in potentially lots of repeat tasks just to create two similar segment of users: now this has been resolved!). Improvements still need to be made for multi-language applications (e.g. different Guides for different users that speak different languages).

Overall: We now use it across several products in the MailUp Group (https://mailupgroup.com). For example, beyond using it for product analytics, we were able to stop using other applications for both in-app guides and NPS tracking, and we now use Pendo for that both in MailUp (https://www.mailup.com) and BEE Pro (https://beefree.io). It's certainly not inexpensive, but it gives the Product and Product Marketing teams tools that are crucial to their work. So, money well spent in my view.

Capterra loader

Still learning, but loving it

Nov 19, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Even before the software, I've been very impressed by Pendo's customer support model. The proactive interaction we received in onboarding and ongoing support has been something I've consistently referred back to our own client services team as a model for how things are done. They have multiple team members accountable to different actions/experiences with us and they do it in a fluid fashion where it never feels like anyone drops the ball.

As for the software, I pull up our dashboard every morning and look at our customer interaction from the day before. Its very simple to follow individual customer behavior as well as overall trends. Per the recommendation of their onboarding team, I and 2 other team members sit down weekly for a Pendo meeting to talk about how we are using the data to further our company and what our next initiatives are

Pendo also integrates well with both Salesforce and Tableau, 2 other platforms we use extensively. Some of the visualizations that lack in the application, we can customize to our needs using Tableau

Cons: There are some small quirks that we haven't worked our way around yet. We get a lot of community feedback from the Pendomonium Slack channel, but sometimes us and others in that community feel like we are trying to group solve problems rather than Pendo coming out with a simple solution.

Overall: We jumped into investing the use of the Pendo platform believing it would help us better understand our customers and raise our engagement with them. We've been very please with the ability to do that as well as enhance the experience of our application to our customers and customize communications and interactions that have never been possible in our software.

Great analytics with in-app messaging to help increase the user experience.

Apr 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Retroactive analytics is big for me considering I struggle with tagging all products across the enterprise. This feature allows me to tag things on my schedule.

In most cases, coding is not required to tag my applications for Pendo to start tracking. I simply use their point and click tagging feature, and tagging can be done in no time. There are times that I need to add custom code due to the framework of my app, but Pendo's support does a great job helping me with that.

User Path Analysis gives me insight on where the enduser is going once they enter our application. This helps our Product team focus on enhancements and bugs where our endusers spend most of their time.

In-App messaging (Guides) allow me to communicate with my customers, informing them of upcoming code releases or where to find release notes.

By leveraging the Guides, I can target certain segmentations and push surveys, polls, or other important information to help provide two way communication with the enduser.

Cons: Even though Pendo provides some great reports, I wish their were more ways to visualize the data that's collected. Cohorts and other analytic reporting is light in the app.

I would love to see the ability to give my customers access to Pendo and provision this access to view only their analytics and their guides. I hope to see this soon in the app.

Overall: Insights on our applications on where to invest resources.

I've been looking for a real solution to my User Behavior Analytics Problem

Dec 14, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Overall: My experience with Pendo over the past year has been excellent, from initial discussions, implementation and support, Pendo has been great. Big shout out to the team at Pendo all have been very supportive and patient.

Pendo does everything you could possibly want in User Engagement and Analytics! It is the best!

Feb 03, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I love Pendo. I love it so much, I asked Capterra to add it to their software list just so I could review it (and no, I don't work there). We've used Pendo for the last 10 months and it couldn't be going better. We are a SaaS company and Pendo is giving our Product, Analytics, Customer Success and Onboarding Teams insights that were not previously possible. We leverage Pendo for user engagement, onboarding (tool tips, guides, popups etc.) and analytics. It is a smooth platform with great support and it works great. Couldn't recommend it more.

Cons: It's not necessarily a knock on Pendo so much as it is a knock on the quality of the development of your own site that Pendo sits on top of. If you have some questionable code, you may have a tricky time getting the rules and feature tagging completed exactly as you'd like. It helps if you have a knowledge of HTML and CSS to get around any of these pitfalls, otherwise you'll have to work with your Dev teams to get your internal code issues sorted out so that Pendo can work properly.

Overall: Fantastic sales cycle, great CSM team and communication. We were pretty much completely onboarded (self-onboarded) when we finally signed and were given an Onboarding coordinator. His sessions were useful and still added value even though we'd figured the majority of it out on our own during the sales trial period. We're full steam ahead and looking for more and more way Pendo can help us know what we didn't know.

Capterra loader

Great Customer Intelligence Software

Apr 06, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The granularity of data that Pendo surfaces, and the actionability it presents to its users, is among the best I've seen in this space. It's only for lack of time that I haven't dug more into the features we have available to us. I particularly like the ability to great guided experiences that vary based on the segment the user is in. As a product manager, I often log in just to poke around the usage numbers to see if I am taken down any interesting usage paths that cause me to think more critically about why certain behaviors are being exhibited, and Pendo makes that data very accessible.

Cons: I think Pendo's usability / user interface could use some work. It has a very hierarchical UI, and it's often easy to get confused about where you are within a particular workflow and how to navigate one layer back. The guided experience creation and testing is getting better, but still has a ways to go in terms of a clean user experience. Feature tagging and page creation often takes a long time to process, and it can stall out your workflow.

Highly detailed usage information and excellent in-app guidance functionality

Apr 19, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Pendo tracks all user events, even if you don't have them tagged. Competitors do not do this. The user interface is very easy to use and customize to meet the needs of different types of users. Very easy, even for non-programming staff to use. The in-app guides are extremely helpful for user guidance and support, company announcements. The NPS poll practically runs itself for us.

Cons: Occasional difficulty tagging look-up or drop-down fields, but the support staff is excellent at helping work those things out.

Overall: I have truly enjoyed working with Pendo, not just the Platform, but the company. Excellent, friendly, approachable communications. Quarterly forums to share what is going on. There are so many resources to use. We have actually tried to model some of our onboarding behaviors after Pendo's onboarding process, it was that good. I have always had great experiences with asking questions of the support staff. No complaints at all.

Capterra loader

Great User Data & Analytics with ease

Apr 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The ability to collect all kinds of user application data and run reports and visualizations to quickly understand which users are in the platform and exactly what pages they are engaging in on, including duration. I have also leveraged the API connection to tie visitor reporting data to our disparate systems for better automating services. API docs were easy and useful! Account managers and support reps are incredibly amicable as well!

Cons: The support and script is very much DIY. They pass you the code and it's up to your team to ensure it's been installed correctly. We had issues with our script at one point and the support was only able to get us so far.

Overall: First time visitors are easily highlighted and the ability to report on various aspects is easy and intuitive. We get the added benefit of having analytics of our users , from first visit all the way through platform adoption.

Capterra loader

True analytics for product managers

Dec 27, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I really like the way it seamlessly integrates with our applications. Once integrated, it can pull analytics even if you do tag the pages/features at a later date, back in time to the original point of integration.

I also find the segmentation framework where one can enhance the user identification data, integrate with salesforce information and more very valuable and insightful.

Really very useful to be able to track usage and non-usage by persona and push out guides and surveys too.

Cons: Limited configurability and customization for personalization across multiple product managers who track and manage a software multiple modules.

Capterra loader

Pendo is instrumental to my day to day

Apr 19, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: There's a lot to like about Pendo. Currently, we're only using the Guides to let folks know about upcoming maintenance and releases with the occasional marketing guide. That said, we're planning on leveraging Pendo even more to boost our product marketing practices with more feature tips, etc. The usage data is really helpful and being able to automatically run NPS surveys is great. There's also a ton of functionality in terms of Trends, Behaviors, Retention.

Cons: I don't really have many complaints with Pendo. The rollout of the new visual editor hasn't been seamless, but it's a huge change so some bumps are to be expected. I'd like some more options for data visualizations, but it's not a deal breaker.

Awesome product that produces great in-app help and user analytics for every team in our company.

Apr 09, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I love the flexibility of the product combined with the customer support and community that help inspire and create the in-app help I'm working on for my company. Plus, I only had to request a few minutes of my dev team's time to get up and running. From there on out, I'm able to take control of how, when, and where my in-app help displays. The depth and breadth of the user analytics we're able to pull out of Pendo help every team in our company from marketing to design to customer support.

Cons: It's easy to get started, but you realize very quickly that HTML/CSS/Javascript experience is needed to do anything more complex (at least until they come out with new features, which they seem to do very regularly and with customer input).

Overall: In-app help that doesn't require dev team time and includes flexibility when it comes to the look, feel, and experience of the help. User analytics that are easy to set up.

The Pendo Platform

Apr 17, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I really like all of the data I can get on our users. It helps us make informed decisions about the product. Also I really enjoy being able to survey users in different segments to better understand how different people use our product.

Cons: The software can be clunky and annoying to use at times. If you want to change between multiple menus say from visitor reports and go to a guide you made it requires more than 5 clicks. This is very annoying for people who don't use the software every day. They end up just hunting around for the feature they need.

Such a plus for Product Managers

Dec 14, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I love that Pendo gives me the opportunity to do so many important tasks that I would otherwise need development resources to accomplish. It helps me make better product decisions and stronger product releases.

Cons: I'd like to see segment management elevated. It's easy to lose track of segments across large teams and it's hard to test what particular users will see. This is important both when you have a lot of potential guides that a given user would see or when you have certain users who you want to make sure are NOT seeing certain guides. I always feel a little unsure what will happen. Additionally, I would like segment rules to be reusable because I sometimes set up the same segment rules over and over again.

Overall: We've used it for product analytics which has helped direct investment in the platform. We are beginning to use it more for driving adoption and deflecting cases by offering more contextual information to customers in places where Pendo has helped us determine they get stuck.

Good analytics but some leg lifting required

Mar 07, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Overall: Overall we found Pendo to have a great feature set for the price. When set up properly, which admittedly did take some work, we found it produced really great, actual operational insights about our software.

We've rolled out Pendo quickly and have already received valuable product insights.

Apr 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Pendo was super-simple to setup, gave us great analytics and data on our customer behavior, confirmed suspicions we had about our product, dispelled myths and tribal knowledge we shouldn't have believed in, and is allowing us to build targeted help within our product that's context sensitive... all without making any code changes whatsoever.

It's empowered our product management group and UX group, and I couldn't ask for more.

I will use Pendo on every product I ever release from now on. Way to go, team!

Cons: The segmentation features are fantastic, but it'd be nice to have a bit more control over grouping of multiple accounts into customers or "organizations" since we sell enterprise SaaS. It'd be nice also to have more control over filtering out or segmenting internal user activity vs. external - filtering by IP is tricky when staff work from home.

Overall: Pendo helps us understand and educate our customers.

It helps us analyze our customers better than any analytics platform on the market - it's far superior to Google Analytics or trawling through Kibana logs.

It helps us educate our customer and solve the new user experience problem, unlike any other software on the market. It's exactly the right solution for enterprise SaaS products with a free trial.

Data, Data -- Everywhere!!

Sep 10, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Implementation was simple, they were spot on for that! On the backend, it wasn't a crazy project, which for the results is outstanding. Once you learn the ropes it is easy to navigate, locate, search, and extract the metrics you need.

Cons: There are some integration related issues that are a little more complicated to tell 'what went wrong' especially if you aren't code/integration savvy. I wish there was a way to implement team based dashboards, standard company based dashboard (or higher level overview), and then custom dashboards which you can save and name instantly. Ideally, I'd like to be able to have numerous dashboards for specific goals(NPS)/insights(Usage)

Overall: Insights, Data, Client Outreach, Client Interaction!! You name it, it's probably improved since pendo! We've started implementing our direct NPS scores and we've been able to integrate it with our CRM.

Capterra loader

Pendo is an analytics tool for both product and business

Dec 12, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: This is such an easy to use application it makes most other software look and feel unwieldy. Implementation is quick, as far as the software side goes. Tagging and naming pages and features is simple. Mapping funnels and paths is simple. Following individual user behavior or account behavior is simple.

Cons: It can still be a little tricky to test Guides (their engineering-less pop ups that anybody can design and implement) in sandbox environments, at least in my experience. Depending on how your dummy data is set up, it can be difficult to actually test targeted guides to be sure they're going to show up to specific audience.

Capterra loader

It just works - Provides amazing insights

Apr 05, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Overall: We understood our adoption issues and could apply data to our hypothesis on how to address them. Our customer success team now has strong visibility into their customers usage or lack thereof so we can get ahead of any issues. Our Pendo data is synced into Salesforce so our sales team can find references or up-sell opps easily. Our engineering team appreciates Pendo guides so they don't have to continually update modals and text as we roll-out new features or want to solicit feedback. Can't recommend the product and the team behind the product enough.

Pendo is a game changer. Great for analytics; even better for removing dependencies on the Dev team.

Apr 09, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The ability to create in-app experiences and engage with users without the need for a developer. Also, the fact that once I've 'tagged' a feature or page, I can get retroactive usage analytics going as far back as our initial implementation. This allows me to focus on what's important NOW without worrying that I might miss out on key data if I don't tag everything right away.

Cons: The inability to share specific views (dashboards) that I've configured for a specific audience. I currently take screenshots and share that way, but you don't get the full effect of the interactions.

Overall: Ability to make data driven decisions about which product features to invest in, which features to deprecate. Ability to gather feedback directly from users of our product, within the context of the app itself.

Customization is key when messaging in-app

Mar 12, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I like how customizable the in-app messaging is. It is very easy to make all messaging feel as if it is just another part of your application to your users.

Guide reporting is super intuitive and I love the customizable dashboards per user, so each user can focus on what means most to them and their team.

Set-up and installation was relatively easy and the instructions were easily to follow. Their support team is great and will always hop on a screenshare with you to solve any issues. Training and onboarding does take about a week and a half to go through, but it was very in-depth on each feature and how you could use it in your business specific use cases.

Cons: Their newest guide designer is meant to be sleeker, however, it has a steep learning curve if you are switching directly from the legacy designer. We had only been on Pendo for a few weeks when they switch happened and there weren't as many guides and walkthroughs on how to manage the new guide designer.

Funnels and paths can track a lot of data and are very useful, however, they take a VERY long time to load. If you make changes or tag new features to get better information then you are going to have to reload each time.

I also wish there was more segmentation of user permissions. Basic users and still have a lot of access to create and customize things. I wish I could restrict or grant more granular access levels.

Great Software for Product Development

Mar 09, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Pendo is easy to use and very effective at gathering analytics the way you need them. Anyone with even limited tech knowledge should be able to get this up and running in their app in a few hours and get the data they need quickly.

Cons: There are just a few features we need that would really complete their offering (such as hiding guides on specific pages). They do make a concerted effort to update regularly though.

Overall: Great support upon setup, we had a professional services project done and our engineer was extremely responsive and support is always helpful.

Capterra loader

Great for tracking customer usage

Apr 06, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Overall: The ability to track customer usage has really helped guide product development and, ultimately, lead to customer success.

Pendo - Product Management for Product Managers

Dec 14, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Pendo is a great tool for looking at how your users are navigating your products. It gives you analytic insight to design and implement products your clients will not only like, but actually use.

The addition of the in-product guides and NPS allow you to communicate with your users in a meaningful way without disrupting their normal workflow.

Cons: Feature reach but sometimes function poor. Work should be put in place for admin users to get more ease of use.

Overall: - User Access and frequency of access to catch sleeping dogs before they sleep

- Release Notification

- Help

- New Feature walk thru

- NPS

- Re engagement Strategies

Capterra loader

Fantastic analytics software

Nov 14, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Overall: It allows us to track how our users are interacting with our software. It also allows us to create guides for new features os that users know how to use them and to poll our users and generate an NPS score.

Worth every penny.

Dec 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The software is immensely powerful. I have been able to empower our sales team to in making informed customer decisions with the user adoption data I pull from Pendo reports. The reports are easy to pull and understand, regardless of your Pendo platform experience.

Cons: The feature tagging process is tedious, but that is the nature of the game.

Overall: I am able to identify which areas of our platform are dormant and make strategic marketing and sales decisions around it. When I notice a portion of our platform is not receiving much love/clicks, we typically do a webinar and retrain our customer-base on that solution.

When you absolutely, positively need it validated overnight!

Apr 12, 2019
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Nearly immediate validation of key ideas.

Sizzle, it's so easy, and it means I don't have to burn dev dollars on capturing new metrics.

Pendo peeps in Raleigh, always a pleasure to interact with them.

Cons: Inability in identifying abandonment.

Inability to apply multiple tags across one or more features.

Reporting needs to be rethought.

Overall: Pendo's biggest value to me is in its ability to provide me fast turn around of feature adoption. Even if what I'm measuring is precise, it is often enough to let me know if I need to rethink a feature or invest in development dollars to collect additional analytics by some other means.

Capterra loader

Great Tool for Customer Success Teams

Jan 10, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Pendo has changed the way we communicate with customers

Apr 16, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I LOVE Pendo. This program has given us amazing insights into our customer's usage data and actions. I am able to deploy in-app notifications and guides in many different languages to many different segments.

Cons: Setting up segments is a bit cumbersome. If you are working with users in more than one country or language, it is also tedious.

Pendo

Apr 19, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: integration with other platforms and ability to captures PDF click stats

Cons: with there was a way to track webite search results.

Overall: love it, it by far one of the most value tools I use for my work.

Capterra loader

Taking our product experience to the next level

Dec 19, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Two things: (1) the ability to have in-app messaging by using the guides and (2) the usage data that we're able to garner. These two things have helped our team to better understand our customers and to create a superior product experience for them.

Cons: There are some features that are not fully baked but with some additional boulstering these could become truly superior features.

Overall: Understanding our customers use of the product and understanding the problems that they're solving with our product.

Great Product

Apr 12, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I can set something up like NPS, and let the software do the rest.

Cons: I don't really like the new interface. I had more flexibility with the old.

Overall: I'm on the client relations side or our company and can get insight into how our users feel about our product. The product managers use Pendo for deeper observation into how our users are using our product.

Intuitive, powerful platform

Mar 12, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: -Easy to use and navigate yourself - I've never had training and use it daily

-Visually appealing, strong UI design

-Powerful features -- NPS, customizable guides, widgets, etc.

Cons: -Customer support team is great, but not proactive; I only hear from them when it's time for renewal

Unbelievable software for tracking user behavior and providing value in app to customers.

Feb 22, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: I love that this software combines both in app notifications for learning management, but also provides great user behavior tracking.

Cons: It doesn't always seem as easy if you don't have a master set of skills in CSS or HTML. I wish there were some better bridges to do things for less savvy users.

a good way to understand your users patterns

Sep 10, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: as an engineers i didn't have to step in and customize stuff to give a good access to everyone else to it's informations.

it shows a great deal of useful informations and can help your businness a lot in understanding what should your next stes be in your roadmap

Cons: tagging each page was a boring task.

also it's weird how some data is extremely detailed and some other stuff is shown in a too simplicistic way

Capterra loader

Great company and product. Has a unique solution and they are adding more to it quickly.

Apr 09, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: No tagging required, stores everything. Guides are great. Their customer support is amazing, and they really do listen to feedback.

Cons: Hard to visualize data or dig into individual user actions. Organizing your data is difficult, and you are limited on how to group things. Just makes it a little bit hard when you have a large application.

Overall: Captures usage data and provides an awesome way of doing onboarding guides and in app walk throughs.

Good digital adoption platform option

Mar 26, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Pendo gives you a quick look at how your software is being used. One feature we like is the in-app messaging. Now, instead of relying on low email open rates, we can reach all logged in users.

Cons: The web and mobile versions are very different. The web is great but the mobile lacks some of the power features.

Overall: Overall, we are still evaluating but are getting value from the analytics and the messaging features.

Pendo is up and coming

Dec 21, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Pendo allowed us to quickly onboard our customers and continue to produce great content in app

Cons: its still got a lot of gaps and can be hard to get info out of at times but overall it was still the best choice for us. the team seems to be responsive and is developing fast.

Overall: Mostly great, we really love the tool and look forward to what they have to offer.

Pendo is fantastic

Jan 04, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I found it very helpful for including guides in our own software and training in a way that was much easier than anything I have used in the past.

Cons: There is a bit of a learning curve that took more time to get up to speed on than I had anticipated. The ease of use on the UI was tricky and it required some outside coaching and trouble shooting but once I figured it out it was fine. But there is room there for improvement.

Overall: We are gaining better insight and gathering customer feedback in a way we have not been able to do in the past using Pendo.

Easy analytics

Nov 30, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It's so easy to learn and you get valuable insights into your own software right away!

Cons: Some parts of our application are not able to be set up for analytics - that is not Pendo's fault at all, but results in some missing pieces.

Amazing flexibility and insight

Nov 26, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Pendo's ability to track all events regardless of our employees tagging them makes it extremely powerful if you don't have a dedicated analytics teams thinking about all of the possibilities in a complex web application.

Cons: Analytic feature set is a bit behind some of the leaders but I see Pendo catching up soon.

Overall: The support staff is amazing. Easy to work with and available when we need them to answer questions.

After fully understanding the power of Pendo I was hooked.

Apr 03, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The simplicity of the interface and what it offers can be misleading at first. The ease of use, features and insights that Pendo offers is unmatched.

Cons: Some of the online documentation is vague on details and background. The API is also very complicated to use as compared to other RESTful APIs on the market. I'd encourage more detailed use case and setup instructions that are easier to navigate.

Overall: After extensive feature tagging we are able to track user paths and issues as they use our product. We also extensively use the in product guides to notify users of important new releases and features.

Great for enabling non-engineers to make guides and messages inside our product.

Sep 07, 2017
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I am not an engineer but I can make content appear in my product without having to bother engineers.

Cons: The UX is a bit complicated, managing templates is confusing. Customer service is not very proactive about giving us trainings and offering help.

Pendo helps our business

Dec 14, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Pendo gives my team insight into metrics that we would not be able to see without it. It really helps us determine adoption from our customers.

Cons: It can be a bit difficult to use at times but nothing that training cannot help.

Pendo provides a view into our customer's usage!

Dec 18, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Pendo has an amazing support team that provides any help needed. Pendo itself has provided us with the ability to see where our customers are spending most of their time on our platform. We are able to engage directly with our customers with Pendo Lightboxes.

Cons: Permissions need a bit of a revamp. And an increase in the number of dashboards you can create.

Pendo allows me to make better decisions and communicate better with my users

Apr 06, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: Flexibility to slice and dice usage data with segments

Easy to create basic banners and guides

No license limits on number of users that can login to Pendo to view usage data and guides

Cons: No multi-language support for guides

Segments are powerful but filtering is still difficult because you have to create and save segments for almost everything you want to filter on. I find myself creating basic segments, exporting the data to excel and doing more complex stuff there.

API use/integrations are an additional charge

Great user engagement tool

Mar 14, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The ability to tie rich analytic data with providing targeted content to users.

Cons: Some of the guide building tools could use some polish.

awesome easy to use analytics

Apr 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: extremely easy to setup and get meaningful information immediately. I like that you don't need development to tag features the way you need it we use it everyday to keep track of how our users are using our platform the "guides" features is also very useful to offer in-app messaging and help

Cons: Maybe some kind of AI or comparison with other Saas platform would be great to give some further insights. Tthe heatmap could also be a bit more user friendly.

Pendo did things for our company we never thought possible

Apr 18, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I can't save enough great things about Pendo. There are so many things we wanted to do with our software, but the tasks were so small they were tough to prioritize with our engineering team. Pendo gave us the ability to add features and track user experience like never before. The insights we have gained are so valuable.

Cons: Ahh what to say? The cons are small. It is expensive, but you get what you pay for! We take so much from it!

Awesome Customer Service Team

Jan 04, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: -Amazing customer service!!

-Definitely seems to be up and coming in the walkthrough platform realm

Cons: -Too expensive compared to companies that can offer the same for less or close to the same for a lot less

Capterra loader

Can be Effective if Used Correctly

Apr 21, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Does exactly what it says it does - great for tutorials and pushing users through the platform.

Cons: The reporting is really not user-friendly or organized well for the end user. You essentially have to export and do it yourself. The need to make sure you have a good design to make this platform work for you. Having used a platform like Appcues previously, I don't think i would choose Pendo (personally).