Pendo Erfahrungen

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

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

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.

Friendly digital adoption tool

Kommentare: 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.

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

A year of Pendo

Vorteile:

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

Nachteile:

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

Pendo Brings the Insights

Kommentare: 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.

Vorteile:

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!

Nachteile:

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

Kommentare: 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

Vorteile:

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.

Nachteile:

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.

Very easy to use efficient tool for analysis.

Kommentare: Pendo is exceptionally valuable for understanding the conveyance focuses inside the item enrollment and client travel when they to begin with gotten to be a client, being able to know what highlights they have utilized and when they associating with them. Pendo analytics are so simple to utilize that I can see utilization measurements in a matter of minutes and give direction for choice focuses. Working behind the scenes to burrow more profound into client activities and confirm on the off chance that they're utilizing the device as expecting or taking after certain steps we've given them makes a difference resolve tickets without much back and forward. It's moreover incredible to be able to see what clients are centered on and where they spend their time, to approve changes, demands and center exertion.

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.

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

Kommentare: 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.

Vorteile:

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.

Nachteile:

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).

Needs Work

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.

Taking our product experience to the next level

Kommentare: Understanding our customers use of the product and understanding the problems that they're solving with our product.

Vorteile:

Two things: (1) the ability to have in-app messaging by using the guides and (2) the usage data that we're able to garner. These two things have helped our team to better understand our customers and to create a superior product experience for them.

Nachteile:

There are some features that are not fully baked but with some additional boulstering these could become truly superior features.

Great company and product. Has a unique solution and they are adding more to it quickly.

Kommentare: Captures usage data and provides an awesome way of doing onboarding guides and in app walk throughs.

Vorteile:

No tagging required, stores everything. Guides are great. Their customer support is amazing, and they really do listen to feedback.

Nachteile:

Hard to visualize data or dig into individual user actions. Organizing your data is difficult, and you are limited on how to group things. Just makes it a little bit hard when you have a large application.

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

Kommentare: Insights on our applications on where to invest resources.

Vorteile:

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.

Nachteile:

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.

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

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

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

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

the ideal solution for measuring website traffic and visitor engagement.

Kommentare: With Pendo's high-level tracking and monitoring capabilities, we can easily understand how visitors behave on our site. This enables us to determine our success in attracting visitors and devise improvements to achieve our goals.

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.

Wonderful Value, Somewhat Tedious UX

Kommentare: Great product that has some room for UX improvement, but nonetheless delivers on its core value prop.

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.

Invaluable Customer Marketing Tool

Kommentare: Pendo is a critical technology in our day-to-day tech stack. Whether we are trying to improve customer onboarding, increase user adoption of a specific feature, gather user feedback, or inform our user of an important announcement, Pendo is our go-to channel for communication. We could not reach our goals without it.

Vorteile:

There's so much to love about Pendo! Visitor dashboards, robust functionality, user segments, and resource center are just a few of the things we love about Pendo. Additionally, their team is AWESOME and really easy to work with.

Nachteile:

You are not able to clone guides across multiple instances, which is a bit of a pain when trying to push the same message to a few audiences. Also, I wish there were more throttling options, specifically, something more than 1/guide per day. Both fairly minor, but would be nice to have!

The software that allows you to understand your products through the customers experiences.

Kommentare: Excellent, according to the customers requirements ,my products are of better quality.

Vorteile:

This particular software has allowed us to have a very large customers database. To understand the need of the customer on the products and services that we offer in order to improve ourselves ,to test the products.

Nachteile:

Well disigned ,I do not find any problem in this fabulous software for the moment. I enjoy this software without problem.

A nice tool for analytics and in app notification

Kommentare: Data is necessary to make any decision. Pendo gives us an insight to our user base and allows us to iterate faster.

Vorteile:

Pendo is an easy app to dive into. There are a lot of great features. I like the in app notifications, NPS and retroactively look at stats on an item I just tagged. What I really like the most is that you can tell Pendo is dedicated to constantly improving the product. They are constantly improving that app and functionality.

Nachteile:

If you are going to use the notification or NPS feature, you need to have some basic HTML/CSS skills to get you notifications to look proper in your app. I have a few other small gripes, but for the most part it is an app that is constantly improving, so most of my minor problems just disappear over time.

Awesome product that produces great in-app help and user analytics for every team in our company.

Kommentare: In-app help that doesn't require dev team time and includes flexibility when it comes to the look, feel, and experience of the help. User analytics that are easy to set up.

Vorteile:

I love the flexibility of the product combined with the customer support and community that help inspire and create the in-app help I'm working on for my company. Plus, I only had to request a few minutes of my dev team's time to get up and running. From there on out, I'm able to take control of how, when, and where my in-app help displays. The depth and breadth of the user analytics we're able to pull out of Pendo help every team in our company from marketing to design to customer support.

Nachteile:

It's easy to get started, but you realize very quickly that HTML/CSS/Javascript experience is needed to do anything more complex (at least until they come out with new features, which they seem to do very regularly and with customer input).

Good analytics but some leg lifting required

Kommentare: Overall we found Pendo to have a great feature set for the price. When set up properly, which admittedly did take some work, we found it produced really great, actual operational insights about our software.

Vorteile:

Implementation was very easy, Pendo provides you with a javascript snippit which a developer inserts into an existing web app, typically in the header or footer. Extra data can be added just by modifying some code. We had a proof of concept up and running within hours and deployed to production within weeks. Once up and running, Pendo provides a large number of ways to slice and dice data and it's all very self explanatory, for the most part.

Nachteile:

Like many of these products, the data that comes out of it is only as good as what goes in.. i.e. don't just think you will install the snippit and call it a day. On the Pendo portal, customization is required, such as "tagging" pages, grouping pages together (i.e. a series of pages that may have different parameters or query strings will appear to Pendo as different pages, and this grouping needs to happen before data can be interpreted correctly. The original thought was that the end user (product manager) would do this customization but ultimately developers did it.

Useful Add-On For our Website

Kommentare: Great product layer to help give you objective details about the end user usage of your product.

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.

It just works - Provides amazing insights

Kommentare: We understood our adoption issues and could apply data to our hypothesis on how to address them. Our customer success team now has strong visibility into their customers usage or lack thereof so we can get ahead of any issues. Our Pendo data is synced into Salesforce so our sales team can find references or up-sell opps easily. Our engineering team appreciates Pendo guides so they don't have to continually update modals and text as we roll-out new features or want to solicit feedback. Can't recommend the product and the team behind the product enough.

Vorteile:

Pendo is easy to set up and quickly get value from. Our entire company is now using Pendo for different things - whether it be understanding adoption at an account level or putting marketing event invitations to selected customers in the app, Pendo is our go-to tool.

Nachteile:

The dashboards and "groupings" leave a bit to be desired. There's so much data in the platform, I want it be as easy as possible to share with the team or put up on a TV . Everything is there, it just takes a bit of massaging and exporting to make it really shine.

Pendo's bright spots

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.

Pendo Review

Kommentare: Overall if you are willing to put in the time to learn it, Pendo can provide tremendous value for a variety of different reasons, especially if you are looking to elevate your customer service level without requiring the help of your engineering team.

Vorteile:

I like there are lots of ways to provide customers using our software more information, alerts, updates, etc. through Pendo. The guides, polls, and NPS are the most useful features for my position with Pendo.

Nachteile:

We have changed how our software works a lot over the last few months and as a result, many of our tags have become out of data, the process of updating this is a bit time consuming and more on the complicated side of the tool. Additionally, figuring out how to best use the Trends features has been a bit difficult as the support in setting this up is more generic. We would ideally love to use Pendo to pull more data and information on the usage patterns of our customers but get set up has been preventing that.

Pendo for Product Managers

Kommentare: Communicating with our customers on a personal and immediate basis.

Vorteile:

My organization uses the ability to create and target 'guides' on an at least weekly basis. We use this functionality to allow us to target communications to the right customers who need it at the right time. The analytics are also pretty great and we check in on how our customers are using our product on a daily basis.

Nachteile:

The Web & Mobile functionality is close, but not 100% consistent.