Pendo Features

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.

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.

The UI is modern and appealing

The software is inconsistent, buggy and unpredictable.

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.

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.

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!

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.

Pendo has been incredibly helpful in uncovering insights regarding our platform users. The best things about Pendo has been - 1. Ease of implementation - It was very simple to deploy Pendo on our platform and start using the product 2. Ease of use - the application is super easy to understand and use 3. Features - the features that Pendo offers - user analytics, easy to build guides for users, NPS management - are the best tools for a product manager to really understand user behavior 4. Support - Pendo provides great support for any questions/issues with a good turnaround time.

The new visual designer is awesome but can be a little glitchy.

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.

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

There's a lot to like about Pendo. Currently, we're only using the Guides to let folks know about upcoming maintenance and releases with the occasional marketing guide. That said, we're planning on leveraging Pendo even more to boost our product marketing practices with more feature tips, etc. The usage data is really helpful and being able to automatically run NPS surveys is great. There's also a ton of functionality in terms of Trends, Behaviors, Retention.

I don't really have many complaints with Pendo. The rollout of the new visual editor hasn't been seamless, but it's a huge change so some bumps are to be expected. I'd like some more options for data visualizations, but it's not a deal breaker.

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.

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.

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.

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.

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...

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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.

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.

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.

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.

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.

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.

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.

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!

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

Lots of potential for segmentation and reporting, allows for in-app messaging and guides to communicate information to customers, which has been great for launching new features or announcements. NPS automation has been really useful as well. Customer support has been great the couple times it's been needed. Overall very instrumental to our team in tracking engagement and customer health.

I believe Salesforce integration is an additional cost which is not ideal. Individual user data showing in-app activity doesn't have the best visual presentation, a bit clunky to interpret. App layout could be a bit more intuitive.

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.

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.

Pendo was super-simple to setup, gave us great analytics and data on our customer behavior, confirmed suspicions we had about our product, dispelled myths and tribal knowledge we shouldn't have believed in, and is allowing us to build targeted help within our product that's context sensitive... all without making any code changes whatsoever. It's empowered our product management group and UX group, and I couldn't ask for more. I will use Pendo on every product I ever release from now on. Way to go, team!

The segmentation features are fantastic, but it'd be nice to have a bit more control over grouping of multiple accounts into customers or "organizations" since we sell enterprise SaaS. It'd be nice also to have more control over filtering out or segmenting internal user activity vs. external - filtering by IP is tricky when staff work from home.

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.

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.

The ability to create in-app experiences and engage with users without the need for a developer. Also, the fact that once I've 'tagged' a feature or page, I can get retroactive usage analytics going as far back as our initial implementation. This allows me to focus on what's important NOW without worrying that I might miss out on key data if I don't tag everything right away.

The inability to share specific views (dashboards) that I've configured for a specific audience. I currently take screenshots and share that way, but you don't get the full effect of the interactions.

Being able to tell how often our members use the product and specifically which features they use most frequently helps us create meaningful conversations with them. We can also see specifically who on campus is logging in and wether wide-spread adoption of the product has been achieved.

The search function for account names is limited. Many of our members have very similar names, but the search feature requires exact nomenclature - I would like to be able to search on key word(s) for the most salient part of an institution's name.

I like how customizable the in-app messaging is. It is very easy to make all messaging feel as if it is just another part of your application to your users. Guide reporting is super intuitive and I love the customizable dashboards per user, so each user can focus on what means most to them and their team. Set-up and installation was relatively easy and the instructions were easily to follow. Their support team is great and will always hop on a screenshare with you to solve any issues. Training and onboarding does take about a week and a half to go through, but it was very in-depth on each feature and how you could use it in your business specific use cases.

Their newest guide designer is meant to be sleeker, however, it has a steep learning curve if you are switching directly from the legacy designer. We had only been on Pendo for a few weeks when they switch happened and there weren't as many guides and walkthroughs on how to manage the new guide designer. Funnels and paths can track a lot of data and are very useful, however, they take a VERY long time to load. If you make changes or tag new features to get better information then you are going to have to reload each time. I also wish there was more segmentation of user permissions. Basic users and still have a lot of access to create and customize things. I wish I could restrict or grant more granular access levels.

Pendo has allowed us to help a customer navigate through the product easily and efficiently. We are able to set up different workflows to make sure the customer knows where to click and gather the data about how much they engage with the workflow. This has been super beneficial to different teams to understand the language customers connect with in real time.

Setting it up within out company takes time and different teams involved to make sure it is set up properly.

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...

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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...

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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.

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.