Pendo

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

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

In Betracht gezogene Alternativen

Intercom

Gründe für den Wechsel zu Pendo

Pendo is all-around the better tool. It is easier to implement, focuses on metrics-first, and is a consolidated platform (competitors are a hodge-podge of solutions).

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

I implemented the pendo sdk into an app, and left our BA to do user walkthroughs, add details to features etc. As a dev, I can then concentrate on feature development instead of adding text to explain features. Win-win!

Nachteile

Nothing I can say as a con about pendo. Its all good!

Vorteile

I utilize Pendo to track which highlights are utilized the foremost on a page, labeling is simple in Pendo, and once it's labeled accurately it's much less demanding to explore through the information and make choices. Too this way we may distribute studies directly through pendo and we are able oversee and share comes about. Pendo itself includes a nice clean plan and is very simple to utilize, the data we get from our item clients helps us track the foremost and slightest utilized highlights, outline client ventures and learn a few cool experiences. I like way analytics because it makes a difference me get it what behavior designs and patterns individuals are receiving in high-traffic zones of our computerized involvement. This makes a difference to get it the qualities and shortcomings of our item without having a predefined way in intellect.

Nachteile

Pendo some of the time has inconvenience labeling certain capacities, which is generally due to the way it's coded, but I wish pendo may appear how to settle that or an elective. In the event that there were ways to channel a few of the sheets a bit more, that would be incredible; For case, the foremost seen guides as of now as it were appear "all" and I can't channel them to as it were appear guides on my specific item, so I'm seeing guides for all the items I have get to to. The outside detailing piece was a small precarious to set up, but we got it set up by employing a few extra devices within the environment. We had to set up custom ETL forms to be able to disperse reports, there should be an option that permits clients to specifically get to particular reports rather than the complete environment.

Vorteile

It's simple to use Pendo analytics to track a customer's travel and see how they connected with our items and highlights, it's simple to enable others with the device within the analytics space. Guides, client messages and occasion following are amazingly valuable highlights that are utilized decently, the integration with Salesforce and other frameworks could be a colossal additionally. I appreciate being able to burrow into a customer's history and instrument utilization, I can regularly troubleshoot and make choices on a client account without having to go back and forward a parcel, this implies I can work to assist a client and keep up moo FCR numbers.

Nachteile

They have lovely vigorous division but one thing lost is CSV transfer for other field ids other than visitor/account id, I think the default widgets on dashboards might utilize an overhaul a bit and be more comprehensive. There are times when I'd adore to be able to bore down and grow a user's utilization or profile, but the screen isn't perfect for that, particularly on the off chance that the client has went through a parcel of time within the apparatus in a brief period, activities cover/ they cannot be isolated.

Vorteile

Our organization uses Pendo for a variety of purposes. We use the powerful analytic tools to understand how our users are using our product. This helps our Product Managers make important roadmapping decisions, track feature adoption, and monitor user behavior. The design team gets a lot of benefit from the Funnel and Pathing features, it helps them to study user flows and make design adjustments on the fly. We use guides frequently to announce new features, market events and webinars, collect user feedback, and educate users on how to use our features. I really like the NPS functionality, this allows us to be constantly collecting user feedback that is sampled on a random basis. This has been extremely beneficial for us to track if we are improving our NPS and PMF score quarter by quarter.Nearly ever department in our organization gets some benefit from Pendo, whether its our Product, Customer Success, Marketing, or Sales teams.

Nachteile

There is a huge learning curve with Pendo. It can take months to learn all the ins and outs, and it needs to be set up correctly or you will lose all the benefits of the tool. The hardest steps are injecting the Pendo snippet into your codebase, setting up data attributes correctly. tagging the pages/features. creating‹ segments. and excluding testing environments and test orgs. In the past we ran into some troubles with Pendo when we had several people using the tool at once who were not properly trained, this lead to a messy Pendo instance and incorrect/unreliable data. It is best to have one Pendo owner in your organization who is completely familiar with the tool and owns all aspects of Pendo from implementation to maintenance. Once it is set up properly. it is an incredibly powerful and beneficial tool for any organization.

Vorteile

In terms of providing user behavior/engagement data—Pendo is unparalleled. We get so many insights into how our clients use our Product which can be applied during discovery and engineering and factor into our release strategy. It allows us to communicate with our clients in-app in strategic and sophisticated ways and with results far beyond what we get through email. Its NPS tool is worth the cost of the application alone.

Nachteile

While a lot of stuff works intuitively out of the box, there's a slight learning curve with a number of Pendo features. There are many steps to building a guide, and the location of specific features/guide settings within the UI isn't always straightforward (some things a user might think fall under "guide activation", for example, are not set in the "guide activation" section).

Additionally, having a basic knowledge of CSS and JS is beneficial. If you don't have it, you may find you regularly have to engage with engineers at your company to tag features and pages correctly, especially if your app uses unique instances (or sites) per client. Ditto for testing guide activation off of features that don't employ the same CSS across all versions of your app.

If you want to track clicks to a button or link in a guide you've created, this is not tracked automatically— there's kind of a backwards way you have to tag it as a feature. Some data that is tracked (time stamps of when a feature is interacted with) can only be surfaced via the API.

Vorteile

With Pendo we have carefully followed how and to what extent our advertisements on social media can win customers' trust. The speed with which we can Pendo go from raw data to actionable insights is a crucial feature, and the quick search feature integrated with all platform options is excellent. Pendo will provide numerous opportunities to sort results based on product type, target groups, and customer behavior, displayed on customized dashboards and easy-to-understand reports. I enjoy that every minor change can be discussed with my colleagues, which helps us find answers and set accurate timelines for implementing required corrective actions.

Nachteile

Mastering the platform takes a lot of effort. For example, sometimes you notice an error in the collected data or do not receive what you're looking for, perhaps because the user wasn't able to set it up properly, which throws data off.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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

In Betracht gezogene Alternativen

WalkMe und Craft.io

Gründe für den Wechsel zu Pendo

The customer support team at Pendo is brilliant.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

Track usage to know how clients are interacting with it.
Ability to communicate with clients via messaging, guide center, walkthroughs
Onboarding clients becomes easy with Pendo lightboxes
Support team very helpful, always willing to spend time to explain how to improve usage
Eliminates bothering internal developers
Customized dashboards are great

Nachteile

New Guides list/display - hate it with a passion; preferred the older version
Guides list is clunky, would prefer option to have a folder-like structure to manage
Would like to see more widgets but they are open to adding them to roadmap

In Betracht gezogene Alternativen

WalkMe

Gründe für den Wechsel zu Pendo

Usability, sales team responsiveness

Vorteile

Pendo integrates really well into a lot of software which is very helpful when the integrations work.

Nachteile

Data points that we set up change regularly from what we set, so it's hard to trust the data integrations.

Vorteile

We're able to get fantastic insights about who uses our product, why, and how. It allows us to make effective decisions on which features to dig deeper into, and which to scrap.

It also gives us an effective way to deliver in-app documentation and announcements to our customers, which we leverage to educate and empower users to take full advantage of our feature set.

Nachteile

Some tedious UX decisions have been made. For example, if you want to change the segment of a Guide, you have to find it in the list of guides, enter a special editor that sometimes doesn't load, click into two different sections, and then you can make your change. We update our segments across our guide each release, and we release frequently, leading to lots of tedious clicking.

Bulk updating segments across several guides at once would be tremendous.

Setting up guides to work across multiple pages with distinct URLs is also quite painful, and could use something of an overhaul/UX redesign. We have a multitude of pages set up in our product to accommodate all the different places we'd like to place guides.

Vorteile

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.

Nachteile

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.

Vorteile

I love that we can choose to allow users to see how many other users have voted for their enhancement idea. But my favorite part is the "sliders" that users see when they prioritize their favorite enhancements - if they slide one up, they see the sliders on the others go down. Great way to show users that we can't do everything - we have to prioritize!

Nachteile

My only disappointment is that you can't easily just export the entire list of enhancement requests with the # of votes.

Vorteile

Pendo really excel at their ability to flexibly tag pages and features to paint a accurate path throughout your application. It's ability to retrospectively do so is a killer feature. Also, the ability to quickly throw up highly customizable notifications/dialogs/information/tooltips has truly changed the way we engage with our users. But I could go on and on - segmentation, the resource center, NPS surveying functionality, Salesforce integration, an API, etc...

Nachteile

The built in reporting is a great start and has a lot of features. But improvements could be made. We do find ourselves looking to get data out to do more with it.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

Deploying the software was always pretty easy, but once deployed, it gave us the ability to provide on-line guidance to our user base and dramatically reduce our support efforts. That was important because we are such a small team (3 people) supporting the system and infrastructure.

Nachteile

Early on, we had some x-frames issues. That was the only problem we ever had.

Vorteile

The ability to determine how clients are spending their time is helpful.

Nachteile

It can be hard to find a consistent process and use pattern around.

Vorteile

It provides in-depth information about how users are using our software as well as NPS information and guides. Information for newly tagged pages/features is available retroactively even for the time when the tagging took place.

Nachteile

The dashboard is great, but lacking the ability to drill into the information. Blacklisted servers still ask users for NPS ratings.

Vorteile

Pendo provides important insights about our users' behavior and in an easy to understand way. It even logs events and actions historically, so if I didn't know that I needed to be tracking something until now, I can track that user behavior and know what happened in the past. Extremely valuable all around.

Nachteile

It can be slow if you have many users or a lot of data to track.

Vorteile

User friendly, intuitive, constantly improving functionality and adding helpful features. The data received from Pendo has helped us make data driven decisions. The guides have helped us keeps users informed about updates and other important info we needed to share with our customers.

Nachteile

Experienced some bugs that affected ability to use some functionality as desired on a few occasions.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

Inability in identifying abandonment.
Inability to apply multiple tags across one or more features.
Reporting needs to be rethought.

Vorteile

It's very intuitive and the product is constantly improving by adding new features and functionalities!

Nachteile

It can sometimes be buggy -- a web app refresh typically does the trick.

Vorteile

integration with other platforms and ability to captures PDF click stats

Nachteile

with there was a way to track webite search results.

Vorteile

Useful integrations. Fairly easy to use.

Nachteile

Takes a bit of time to familiarize yourself with the platform, but after it's intuitive.

Vorteile

Great analytics and pop up creatability that makes for tracking

Nachteile

The software is great and I have no issues

Vorteile

If you're in a medium to enterprise size organization, it's required. I've relied on Pendo for mobile products, as well as web applications and it's a solid investment every time.

Nachteile

Can be difficult to understand how mobile subscription works outside of your main web application. You would need a lot of support to make sure it's up and running on both, and tracking the right data.

Vorteile

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.

Nachteile

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

Vorteile

As a Customer Success manager I love using software like Pendo that allows me to get quick insights into product adoption and usage. Its easy to use and can be configured to our product.

Nachteile

Honestly my company's operations team just needs to do a little more configuration. I feel the software has what is needed to get me the info I need.

Vorteile

Pendo allows us to collect massive amounts of data on how our customers are using our products. This allows us in turn to use this data to make good data driven decisions on not only our road map, but it is enables us to connect with our customers in a way we never have before.

Nachteile

There are always features you wish a platform had.

Vorteile

I love that Pendo tells me exactly what my clients are under utilizing in our software so I can consult with them to drive more upgrades, cross selling etc.

Nachteile

I don't like how it's hard to easily update segments from salesforce

Vorteile

It is very easy to integrate and a non-technical person can easily administer the solution with visual tagging and the good UI.

Nachteile

The price. It is a very good product that provides a great deal of value, but it is expensive.

Vorteile

Really like the analytics around device usage and the graphical reports.

Nachteile

Not all that intuitive to navigate without a bit a of training. We also have found it somewhat solo.

Vorteile

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

Nachteile

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