# Page 3 | Pendo Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Pendo the right Customer Engagement solution for you? Explore 238 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/151951/Pendo-Platform/reviews --- Pendo 4.5 (238) [View alternatives](https://www.capterra.com/p/151951/Pendo-Platform/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 3 - Reviews of Pendo ## Showing most helpful reviews Showing 51-75 of 238 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VJ Vinay J. User Experience Manager Information Technology and Services Used the software for: 2+ years ### "Friendly digital adoption tool" March 8, 2022 5.0 As a business, we like to see if customers have completed a certain CTA or a process. Pendo does a great job in both these areas. The Funnels and Features tools help us to analyse if a suer has completed a task from beginning to end and if they have clicked on any CTA buttons on a landing page. Pros Pendo provides deep insights into how our customers interact with our product i.e. the pages they visit, the features they interact with and the amount of time they spend on our app. Cons The page URLs tagged by Pendo are case sensitive. So we end up having to tag variations of the URLs that have lowercase/uppercase characters in them Alternatives considered [WalkMe](https://www.capterra.com/p/131194/WalkMe/)[Craft.io](https://www.capterra.com/p/151111/craft/) Reason for choosing Pendo The customer support team at Pendo is brilliant. Review Source MV Michael V. Product Owner Financial Services Used the software for: 1-2 years ### "Great analytics with in-app messaging to help increase the user experience. " April 3, 2018 5.0 Insights on our applications on where to invest resources. 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. Review Source CG Chase G. Customer Experience Advocate Telecommunications Used the software for: 2+ years ### "Pendo guides are like having an expert train you through every step." November 23, 2020 5.0 A few years ago we identified a scaling challenge to onboard customers of all sizes and complexities at a faster rate and volume. Our customer’s expectations were that they should be able to self-service, to log in and figure out their set-up and get onboarded quickly and painlessly. This was at a time where a lot of our processes were manual and to that end, we required that the Implementation team provide the onboarding contact with a one-hour portal training. To fix this, we created customized onboarding guides using Pendo and grew our self-service offerings in a way so that we did not lose the human connection that our customers value throughout onboarding and beyond. Pros We rely heavily on Pendo's Guide feature. Our onboarding guides are a customized and prescriptive list of tasks that are necessary for a user to complete in order to begin using their Bandwidth account. Our customers love that these embedded guides prompt them through the actual processes they perform in the Bandwidth Dashboard. It’s like having an expert train you through every step. Cons We wish that Pendo allowed for non-linear guides. It's often difficult to ensure that a user clicks the intended target element so that the guide progresses. I'd love to have the ability to account for a user's natural curiosity and allow them to explore more without losing their guide in the process. Review Source VR Verified Reviewer Product Manager Information Technology and Services Used the software for: Less than 6 months ### "Great tool, easy to implement." September 29, 2022 4.0 To-date I have been using it every day, so getting to be quite an expert. Pros Pendo came recommended by one of our non-exec directors, and must admit so far it has been a very simple product to implement, and set up. The fact that clicks can be tagged retroactively means that once installed, you are able to tag features and get the data from day one. Cons Some things like the ability to create custom roles for permissions are extra. Review Source JP Jason P. Manager, Customer Success North America Information Technology and Services Used the software for: 1-2 years ### "Invaluable Resource" November 2, 2020 5.0 Fantastic overall-- Product is a good example of useful out of the box, but rewards time and effort you spend fitting to your company's needs. Pros 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. Cons 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. Review Source Andrew M. Solutions Engineer Computer Software Used the software for: 1-2 years ### "Great User Data & Analytics with ease" April 3, 2018 5.0 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. 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. Review Source CW Chris W. Director of Product Management Human Resources Used the software for: 1-2 years ### "Great product" November 9, 2020 5.0 Very good. The team were highly attentive and supportive. Has been a really enjoyable project getting this set up and running with benefits almost immediately. Pros It is a significant investment, but so many benefits, it is worth it. The software is very easy to integrate with (for standard web apps) to start getting analytics immediately but you do need a role that focuses on this as their day job to drive the most value from it. The guides are easy to set up and flexible too with lots of templates to help get you started quickly. Having worked in product management for over 25 years the discovery of Pendo was a godsend! Wish had discovered it years before. Cons Works well for standard web apps. If your app doesn't change URL for each page you visit then there may be issues tracking at volume. Not insurmountable but needs more time, thought. Alternatives considered [WalkMe](https://www.capterra.com/p/131194/WalkMe/)[Gainsight PX](https://www.capterra.com/p/188424/Gainsight-PX/) Reason for choosing Pendo Better interface, so easy to get up and running. Seemed to give us out of the box what we were looking for. Price - still more than we'd expected but competitive against others. Review Source Danesh M. Director of Product Management Computer Software Used the software for: 2+ years ### "True analytics for product managers" December 27, 2018 5.0 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. Review Source TB Travis B. Product Owner Computer Software Used the software for: 1-2 years ### "Increased insight into customer behabior, in-app tools to engaging with clients " November 13, 2020 5.0 Everything from the onboarding to deployment was very easy. The hardest part to learn was the feature tagging which takes more than just a little bit of programming knowledge depending on how "good" the code is in your software platform. Pros Resource Center feature. We use it to provide easy access to documentation, help guides, customer feedback, webinars, announcements and any other related content. We also use the in-app NPS survey tool. The data on user behavior is extremely helpful, made even more powerfull with the user segmentation since we serve multiple markets with the same product. Cons Because there is a lot of data it can be hard to know what you should be looking for to inform your software development decisions, but over time you will learn what is important and what is not for your specific platform. Reason for choosing Pendo We ultimately choose Pendo because we thought the analytics were the best, while other platforms either had very little or primarily focused on the in-app tools for guides. We also had another internal team that was already using Pendo for another software product, which only helped to solidify our previous decision to go with Pendo based on features. Review Source DK Danielle K. Product Manager Marketing and Advertising Used the software for: 1-2 years ### "Love having Pendo for analytics AND product feedback. Game changer" November 13, 2020 5.0 Pros I couldn't live without Pendo Feedback now that I've been using it. It makes collecting and organizing product feedback and feature requests so easy and I love how visible it is to the whole organization. I'm the only Product Manager at our company so having tools to help automate and organize product requests for all of our products is a life saver. I also really appreciate how easy it was to setup usage analytics and how little engineering effort it took. Since it has been setup, I haven't needed engineering for anything related Pendo and can do everything on my own. Cons No complaints or major issues with their analytics or feedback products. Alternatives considered [Heap](https://www.capterra.com/p/147216/Heap/) Reason for choosing Pendo Pendo was very responsive. At the time we were only looking at analytics. With Pendo Feedback now available, it's even more of a no brainer. Pendo provides everything I need to be successful with regards to usage analytics and product feedback. Review Source KM Kathleen M. Systems Analyst Telecommunications Used the software for: 1-2 years ### "Great potential as long as you know how to manage the data" January 14, 2020 4.0 We do like Pendo and can see it has great potential, but I don’t think we are utilizing it to maximize that potential...yet. We are using it primarily to walk users through new tools and features, make announcements and gauge general user activity and engagement. This is great for improving user satisfaction at a base level and understanding how the user is using our product, but I think we’ve only scratched the surface. There are advanced segmentation tools used to determine how and when content is served, and reports can be grouped by these same segmentations. I’m excited to see how we can build on what we’ve created to really put those segmentations to use and learn even more about our users’ behavior. Pros 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. Cons 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. Review Source VR Verified Reviewer Freelance Writer Used the software for: 6-12 months ### "Awesome product that produces great in-app help and user analytics for every team in our company." April 9, 2018 4.0 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. 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). Review Source VR Verified Reviewer marketing automation specialist Information Technology and Services Used the software for: 6-12 months ### "A great solution I recommend for marketing teams" June 14, 2021 4.0 The overall experience has been very positive in helping with enhancing the consumer web experience and helping to provide a lot of useful data around the effectiveness of digital guides and resources as well as general content and landing pages built on our web content management platform. It has met our teams needs and has made a positive impact on how we analyze and view results of programs that are launched and delivered through the website. Pros I really like that Pendo has great out of the box API integrations that has been helpful for creating and publishing interactive digital guides and materials for our customers, which really enhances the digital content delivery experience and overall web experience. Cons The process of implementing advanced web analytics tracking and advanced heat map reporting had been initially challenging and time consuming for our team to figure out all of the intricacies and steps involved to set up a deploy from the get go. Review Source VR Verified Reviewer Senior Systems Architect Hospital & Health Care Used the software for: 6-12 months ### "Good analytics but some leg lifting required" March 7, 2019 4.0 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. 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. Review Source Elizabeth B. Customer Success Program Manager Computer Software Used the software for: 2+ years ### "This is instrumental for setting up your CS organization" February 25, 2021 5.0 Overall, I am happy with Pendo. It has enabled us to scale and get better customer data. Pros Pendo is a fantastic tool to understand how your users are interacting with your product. I like the ability to track clickable elements and page visits within our tool. I like being able to build a resource center and construct helpful in-app guides. Cons If your application is built in odd ways (as ours is), it can be hard to get guides to deploy correctly. Pendo also has a pooled CS model, which can be frustrating. Review Source Liz L. Product Manager Computer Software Used the software for: 1-2 years ### "Pendo is an analytics tool for both product and business" December 12, 2018 5.0 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. Review Source JG Jennifer G. Director, Product Experience and External Solutions Education Management Used the software for: 2+ years ### "Highly detailed usage information and excellent in-app guidance functionality" April 19, 2019 5.0 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. 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. Review Source VR Verified Reviewer Senior Software Engineer Public Safety Used the software for: 6-12 months ### "Pendo Review" February 14, 2024 5.0 Best user activity trend for my platform. Also gives analytics about which feature of my product is being used most and least. Pros you get the detailed data for the user activity on platform and the trend analysis. UI is user friendly. Cons some more metrics in reports. Some customise reports needs to be made available. date selection filters in weekly board Review Source VR Verified Reviewer Operations Analyst Computer Software Used the software for: 2+ years ### "Useful Add-On For our Website" September 30, 2020 5.0 Great product layer to help give you objective details about the end user usage of your product. Pros 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. Cons 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. Review Source Laura A. Senior Client Success Manager Computer Software Used the software for: 2+ years ### "Needs Work" February 13, 2023 4.0 Pros Pendo integrates really well into a lot of software which is very helpful when the integrations work. Cons Data points that we set up change regularly from what we set, so it's hard to trust the data integrations. Review Source AS Alex S. Head of Intergrations Information Technology and Services Used the software for: 1-2 years ### "Essential tool for any SaaS solution" August 31, 2022 4.0 High quality tool supported by amazing people who go the extra mile to help you succeed. Pros 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 Cons Can be expensive if you have many products in your portfolio. Review Source DE Deidre E. Product Manager - Product & Customer Insights Human Resources Used the software for: 6-12 months ### "Pendo Brings the Insights" November 4, 2020 5.0 Pendo has been fantastic for us. Within just a few months from implementation, we've been able to gather information on our users' behavior that we've never had before. Gaining this insight has opened our eyes to so many more questions and opportunities for our company to grow and thrive. Pros This software is incredibly robust and easy to use. Usually you have to trade one for the other, but not with Pendo. I am able to easily get behavioral analytics as well as launch in-app guidance with the click of a button! Cons We are a multi-app/single platform company, so some of the features that are geared towards single-app don't work out of the box for us. However, Pendo support and Pendo pro-services teams have been AMAZING and have found ways to accommodate my needs every time. Alternatives considered [WalkMe](https://www.capterra.com/p/131194/WalkMe/) Reason for choosing Pendo Pendo gave us the in-app engagement that we wanted as well as the behavioral analytics in a one-stop shop, and their implementation was much more suited for our software infrastructure. Review Source TH T.M. H. Product Manager Publishing Used the software for: 2+ years ### "Pendo fits well even in a large organization" October 30, 2020 5.0 Overall we are VERY satisfied with Pendo. Two items that we spent a lot of time developing on our own we're quickly and easily replaced by Pendo features - inline Help tooltips and custom tutorials. We spent so much time maintaining, testing, and updating these before Pendo! Also, Pendo's usage metrics are SO much easier to access and evaluate than other tools we use at Elsevier. And the ability to view this usage by different segments is a game changer! Pros Before my organization purchased Pendo it was difficult if not impossible to get feedback from our users. After adoption, multiple business units are now using Pendo to survey users, advertise new features and much more. The best part is being able to share techniques across business units so users of our different products get a consistent experience. Cons The ability to create reports on feature, page, or guide usage could be improved. We try to gather info from these elements but the only options seem to be screenshots or accessing the limited info available in CSV download. Also, we have created several Guides that use custom javascript but there's no good documentation to help us get info on guide or step objects. We've figured most of it out on our own but it was difficult. Review Source VR Verified Reviewer Customer Success Manager Computer Software Used the software for: 1-2 years ### "Pendo Review " April 30, 2019 4.0 Overall if you are willing to put in the time to learn it, Pendo can provide tremendous value for a variety of different reasons, especially if you are looking to elevate your customer service level without requiring the help of your engineering team. Pros I like there are lots of ways to provide customers using our software more information, alerts, updates, etc. through Pendo. The guides, polls, and NPS are the most useful features for my position with Pendo. Cons We have changed how our software works a lot over the last few months and as a result, many of our tags have become out of data, the process of updating this is a bit time consuming and more on the complicated side of the tool. Additionally, figuring out how to best use the Trends features has been a bit difficult as the support in setting this up is more generic. We would ideally love to use Pendo to pull more data and information on the usage patterns of our customers but get set up has been preventing that. Review Source jB julie B. Marketing Manager Information Technology and Services Used the software for: 6-12 months ### "Lifesaver! We all the ways we can communicate with out cutomers" July 31, 2023 5.0 Pros 2 things we love in pendo! First is how easily we are able to communicate with our customers and share new information about a particular feature in the place and time that is most useful to the customer. Second, being about to track usage of features, down to how often is the button clicked, who is clicking it and what do we know about those users. It really helps us track adoption, and get insights into usage. Cons There is so much data it there! It can be a little intimidating at first. But once you get the hang of it, amazing! 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