Pendo

Great Tool For Analytics, Gathering User Feedback, and Customer Outreach

Commentaires : I love Pendo! It's fun to use and I always discover new insights into our users and product.

Avantages :

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.

Inconvénients :

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.

Friendly digital adoption tool

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

A year of Pendo

Avantages :

Tagging the features in app was confusing at first but has been a game changer in the long run.

Inconvénients :

No control over the data visibility can be frustrating to use any of the reporting they build for you.

Pendo Brings the Insights

Commentaires : 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.

Avantages :

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!

Inconvénients :

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.

NPS, Guides, Feature Releases

Commentaires : I have enjoyed it a lot, very useful onboarding process by their CS team, the guides are intuitive to create, and we have seen a real improvement in adaption, lowering churn and increasing "no touch" sales

Avantages :

My favorite things about Pendo is creating interactive guides to help people understand how to use our product. This onboarding helps drive a lot of "no touch" sales and the guides are intuitive to create. The NPS is also great to get a status quo on how our users are enjoying the product.

Inconvénients :

I wish it was a bit easier to navigate the analytics of the guides. It is also tough to keep the guides active and working properly when you are releasing new features in your product, which skews the analytics if one guide step does not show and stops the guide.