Pendo

What differentiates Pendo from other similar products?

We wanted a mechanism to connect directly with our application users without having to rely on engineers to construct custom solutions that would take months and divert their attention away from developing more essential features. Pendo was bought to replace applications that guided users through the platform and alerted them to new feature releases. In terms of knowledge, we have learned a lot more. We can now observe which visitors visit specific pages, as well as trends in NPS promoters and detractors.

What is your favorite aspect of this product?

Guides include building components for nearly every use case imaginable. They are simple to design and update for non-technical people. Designers and developers can personalize guides since they are so versatile. After the first setup, the user interface is incredibly simple to use and requires no technology. There is a wealth of data available that demonstrates how your users interact with our website. The application also allows you to work directly on the website to preview all live feeds. It's incredibly simple to build up a flow and get it going quickly.

What do you dislike most about this product?

There are some issues, but the Pendo crew is very quick and helpful. My biggest complaint is that it is not highly configurable - replies cannot be removed, changed, or categorized for any reason. Months later, I learn that Pendo was never properly integrated from the start, and therefore the figures in the data are incorrect. I have spoken with your staff multiple times in order to set up meaningful consultations with my team, but they have never followed through.

What recommendations would you give to someone considering this product?

It has a learning curve at initially, and you may encounter specific issues depending on the product or application you're installing it on. It does not require much upkeep once placed. I strongly suggest Pendo since it is solid software that is difficult to set up. I would propose meeting with your success team to explore which reports and analytics are relevant to your product.

What differentiates Pendo from other similar products?

We're resolving to use Pendo Feedback to complete the input loop for customers, to fix communication problems with teams working on product development projects, and to pay attention to consumer feedback through our NPS. To enable our consumers to use our product at any moment of the day without having to manually alter it before seeing its worth, we are developing touch technology onboarding methods. In order to assist our users with self-service when they have questions, we also use the resource center to provide FAQs, videos, and tutorials.

What is your favorite aspect of this product?

I enjoy that we can have so many teams working on the same system and using the same data to help the business make better decisions. I like the usage, the context of the customer's voice, and how simple it is to make those connections. The ability to observe user activity on our platform and then develop particular touchpoints depending on that behavior is what I enjoy best about Pendo. To assist our users get more out of our software, we can pinpoint key occurrences and develop actions, instructions, and training materials.

What do you dislike most about this product?

I dislike that Pendo forbids their mobile application from supporting older SDK versions. I understand that it is our organization's responsibility to maintain it current, but doing so may be difficult, and we could have implemented it far more quickly. Because we hadn't tried the most recent SDK before purchasing it, we frequently had to wait for this functionality to be incorporated after purchasing it. The arrangement of some of the instructions seems challenging to use. I would want to have autosaving since I unintentionally logged out and lost my work.

What recommendations would you give to someone considering this product?

I advise you to include your Product and Success teams in the scoping phase if you are looking into Pendo. These two teams, in my opinion, stand to gain the most from Pendo. With Pendo, you can create an effective internal SWAT squad of driven individuals eager to have an impact in your departments. Cross-representation from all areas of your company is crucial to the final product's success.