Pendo

Pendo

Product usage & behavior data capture

4.4/5 (130 reviews)

Pendo Overview

Pendo is a product experience platform for teams to capture product usage data and behavior, gather feedback, and influence behavior with in-app messaging. By providing users with the tools to analyze their customer usage, organizations can see which features drive engagement and target segmented groups, enhancing their customer experience.

The behavioral analytics tool allows users to extract and analyze data such as time spent on the app, drop off points and trends over time. Using this data, users can make changes based on results and create targeted material for specific user groups. In order to facilitate effective targeting, Pendo allows users to define custom user segments based on behavior in order to smart target with in-app guides and walkthroughs. Using Pendo’s templates, users can create and customize guides in the form of tooltips, banners and light boxes, highlighting feature updates or providing support.

In order to enhance the user experience Pendo provides users with the tools to deploy feedback polls and surveys, enabling businesses to bring together quantitative and qualitative data. Users can run feedback forms in-app and calculate net promoter scores (NPS) in order to understand where dissatisfaction stems from. Results are provided within the Pendo app in real time so that action can be taken as necessary.

Pricing

Starting from
N/A
Pricing options
Free Trial
Free
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Canada, United States

Supported Languages

English

Pendo Reviews

Overall rating
4.4/5
94% positive reviews
69
Excellent
53
Very good
6
Average
1
Poor
1
Terrible
Massimo A.

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

Used Daily for 1+ year
Reviewed on 5/01/2019
Review Source: Capterra

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.

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).

Rating breakdown

Ease of Use

Likelihood to recommend

9.0/10
Matt A.

Still learning, but loving it

Used Daily for 6-12 months
Reviewed on 19/11/2018
Review Source: Capterra

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.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Michael V.

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

Used Daily for 1+ year
Reviewed on 3/04/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

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

Used Daily for 1+ year
Reviewed on 14/12/2018
Review Source: Capterra

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.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

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

Used Daily for 6-12 months
Reviewed on 3/02/2019
Review Source: Capterra

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.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Pendo Pricing

Starting from
N/A
Pricing options
Free Trial
Free
Subscription
Value for money

Free with up to 100 monthly active users. Includes community support, rich product analytics, targeted in-app guides, polls, NPS surveys and Pendo branding.

For greater than 100 monthly users contact Pendo for a custom pricing plan.

Pendo Features

  • Activity Dashboard
  • Customisable Reporting
  • Data Import/Export
  • Graphical Data Presentation
  • Monitoring
  • Real Time Analytics
  • Real Time Data
  • Reporting & Statistics
  • Visual Analytics

  • API
  • Ad hoc Reporting
  • Business Intelligence
  • Charting
  • Collaboration Tools
  • Dashboard Creation
  • Data Filtering
  • Data Visualisation
  • Drag & Drop Interface
  • Real Time Reporting
  • Third Party Integration

Additional information for Pendo

Key features of Pendo

  • Absence management
  • Activity dashboard
  • Analytics
  • Archiving & retention
  • Automatic backup
  • Behavior tracking
  • Best practices repository
  • CRM integration
  • Churn management
  • Client management
  • Communication management
  • Conversion optimization tools
  • Conversion tracking
  • Customer activity reporting
  • Customer experience management
  • Customer segmentation
  • Customizable reporting
  • Customizable templates
  • Data import/export
  • Data synchronization
  • Engagement analytics
  • Event tracking
  • Event triggered actions
  • Feedback management
  • Filtered views
  • Graphical data presentation
  • Knowledge base
  • Lead management
  • Lead nurturing
  • Market segmentation
  • Monitoring
  • Performance reports
  • Planning tools
  • Preview functionality
  • Real time analytics
  • Real time data
  • Real time monitoring
  • Reporting & statistics
  • Rich text editor
  • Security & encryption
  • Surveys & feedback
  • Trend analysis
  • User activity monitoring
  • Visitor tracking
  • Visual analytics

Benefits

  • Sync account and contact data with Pendo’s integration with Salesforce and push data to trigger offline actions and workflow. Pendo also integrates with Gainsight for KPI’s and Segment to simplify codebase.

  • Design custom funnels to follow user journeys through specific tasks, and witness how they complete them or where customers drop off, to better understand user behavior.

  • Blacklist users by host name, IP address, visitors and accounts so that usage from internal users does not affect data and analytics. Blacklisting is historical and instant so can be implemented or reversed at any time.

  • Access historical data any time via Pendo’s backup of customer activity from day one. Export this data in CSV or excel file with one click and access it through Pendo API or transfer to integrated apps.

  • Deploy stage testing on created guides with Pendo in order to gain analytics and decide which guides are the most effective and generate the most interaction. Guide analytics are displayed in graph format for ease of understanding.

  • Pendo FAQs

    Below are some frequently asked questions for Pendo.

    Q. What type of pricing plans does Pendo offer?

    Pendo offers the following pricing plans:

    Pricing model: Free, Subscription

    Free Trial: Available

    Free with up to 100 monthly active users. Includes community support, rich product analytics, targeted in-app guides, polls, NPS surveys and Pendo branding.

    For greater than 100 monthly users contact Pendo for a custom pricing plan.

    Q. What are the main features of Pendo?

    Pendo offers the following features:

    • Absence management
    • Activity dashboard
    • Analytics
    • Archiving & retention
    • Automatic backup
    • Behavior tracking
    • Best practices repository
    • CRM integration
    • Churn management
    • Client management
    • Communication management
    • Conversion optimization tools
    • Conversion tracking
    • Customer activity reporting
    • Customer experience management
    • Customer segmentation
    • Customizable reporting
    • Customizable templates
    • Data import/export
    • Data synchronization
    • Engagement analytics
    • Event tracking
    • Event triggered actions
    • Feedback management
    • Filtered views
    • Graphical data presentation
    • Knowledge base
    • Lead management
    • Lead nurturing
    • Market segmentation
    • Monitoring
    • Performance reports
    • Planning tools
    • Preview functionality
    • Real time analytics
    • Real time data
    • Real time monitoring
    • Reporting & statistics
    • Rich text editor
    • Security & encryption
    • Surveys & feedback
    • Trend analysis
    • User activity monitoring
    • Visitor tracking
    • Visual analytics

    Q. Who are the typical users of Pendo?

    Pendo has the following typical customers:

    Mid Size Business, Small Business

    Q. What languages does Pendo support?

    Pendo supports the following languages:

    English

    Q. What type of pricing plans does Pendo offer?

    Pendo has the following pricing plans:

    Free, Subscription

    Q. Does Pendo support mobile devices?

    We do not have any information about what devices Pendo supports

    Q. What other apps does Pendo integrate with?

    Pendo integrates with the following applications:

    Aysling Vendor Management, Gainsight, Igloo Software, MagHub, Natero, Rippling, Salesforce Sales Cloud, Segment, Zapier, Zendesk

    Q. What level of support does Pendo offer?

    Pendo offers the following support options:

    Knowledge Base, Online Support, Phone Support, Video Tutorials