Who Uses This Software?

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


Average Ratings

29 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
  • 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

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

Pendo Platform Reviews Recently Reviewed!


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
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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.

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.

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
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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.

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
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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.

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
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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
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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

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
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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
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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.

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
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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.

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
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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.

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
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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
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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.

Shop around

Apr 17, 2017
1/5
Overall

1 / 5
Ease of Use

2 / 5
Features & Functionality

2 / 5
Customer Support
Likelihood to Recommend: 1.0/10 Not
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Pros: The UI is modern and appealing

Cons: The software is inconsistent, buggy and unpredictable.

Overall: I've used Pendo a couple times over the period of roughly a year. Both of the time that we tried to deploy an NPS survey on our product we had some significant bugs. The first, we had a Opt Out list that some of our admins requested to be on (they didn't want to receive the survey). Pendo experienced a bug in which our survey in fact was seen by some of those accounts.

This most recent time I've run across some significant bugs and pretty fundamental considerations in UI. Take for instance that Pendo provides no help in the UI to help guide you in whether you are actually selecting the right account to pool into a segment to target or exclude. You have to pretty much get the account character for character exact to how Pendo has in the system. When I try to export the list of accounts from Pendo, modify the list to remove or add accounts and reimport, Pendo fails on any accounts that have a comma in the title (like Company, LLC or Org, Inc.).

Also our survey just decided to not appear out of the blue. Luckily I've jumped in to check our survey frequently and discovered this was the case.

I can't be confident that when I deploy something to our end users that Pendo will behave appropriately. Consider another solution with better history and size.

Recommendations to other buyers: Consider other solutions.

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
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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
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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.

Great product that fills the holes in Google Analytics

Jun 16, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
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Pros: It was very easy to set up. I was able to get running in under 5 minutes. I really enjoy the ease of use in specifying actual business oriented feature to identify and slice my users.

Cons: The setup process could have been a little more communicative. I did have a few small bugs getting running, and I wasn't aware [until I read the whole page, that the service was waiting to get data before showing me a dashboard. I just thought the onboarding was broken.

Overall: I can see a lot more detail about my users and am able to get better user slices.

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

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
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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.

Capterra-loader

Pendo is one of the better SaaS softwares that I've ever used

Jul 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The amount of value that this software has delivered my organization is incredibly impressive. We have at least 5 internal organizations (marketing, support, product management, UI/UX, engineering) that have all benefited from this software.

Cons: So far I have nothing negative to say about this software over the 3 months that I've been using it.

Great software but comes at steep price

Sep 19, 2017
3/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

1 / 5
Value for Money

Pros: This is exactly what we needed to get started with our user onboarding and tracking analytics. They do things very well in both areas

Cons: The price, for being a small team a month is a rediculous starting price for something like pendo. I love the people we've worked with over there but with a company as large as this.

Capterra-loader

Pendo is a great tool for tracking conversions!

Dec 05, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

Pros: The tool allows me to segment my entire set of users across a number of dimensions, and even allows me to create my own.

Cons: There are a few features that are nonintuitive. It took some time to understand that a "blacklist" is actually a way of filtering users from the pendo results.

Has great visual outputs but data being outputted is not accurate

Apr 09, 2018
3/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Visual diagrams - metrics that is states it is reporting out

Dashboard is very visual pleasing and concise

Cons: The data reporting out is not accurate. # of clients is showing a count hire than the number of clients we have - which leads us to question all other data

So easy to get up and running! Feature packed. 10/10 for customer support.

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
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Pros: It had every feature we were looking for in this type of solution the day we first got it, plus more. Great analytics, super easy to create, publish and manage content. Highly configurable and customizable for a novice. Crazy customizable and configurable for UX designers and programmers.

Powerful analytics tool

Mar 12, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Pricing model (based on active users and not events). Easy to set up events. Captures all events historically even if you aren't tracking them in the UI. Good to work with.

Cons: Has some issues -- stuff breaks every once in awhile. Still fairly new and building out features. Waiting for mobile tracking to be integrated into main Pendo and come down in price.

Great tool for marketing

Jun 08, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: We've found this tool to be helpful for in-app messages and walk-through tutorials. It's fairly easy to use and, when necessary, talking to customer support is always a pleasure.

Cons: I would like it if there were more resources for using Pendo as a marketer. I feel like there is functionality that I haven't taken advantage of yet.

Good app to track your user's usage

Mar 16, 2018
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money

Pros: It stores what users do in your app. You can configure actions as well as define warnings that will be displayed as a popup in the app. Useful to communicate efficiently with your users.

Cons: The navigation in their dashboard to gather info about a user can be confusing. The is some learning curve.

Be one step ahead with Pendo

May 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Pendo helps visualize the user's experience, which helps us be proactive in our reach out to our client base.

Cons: Reporting tool can be confusing and time consuming. There is not much I do not like about this software.

Fantastic tool for product managers

Apr 03, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: Love the ability to quickly post announcements and guides with zero code. Very easy to implement Pendo and see stats on how users use our product.

Cons: Would like Pendo to capture screen size and browser, O/S use by visitor. Would be nice to be able to easily tag and record each individual form element to see what users are doing when filling out a form.