15 years helping British businesses
choose better software

What is Pendo?

Build best-in-class products for your customers. Scale customer onboarding by designing guided experiences that are proven to accelerate time to value. Leverage best-in-class product analytics to understand successful user behaviors and automatically drive users to the features that benefit them the most. Improve customer engagement by curating the perfect first impression and a frustration-free experience at the start of the customer journey.

Who Uses Pendo?

Product Management, Customer Success, Customer Support, Engineering, Marketing, Sales and UX teams, IT, HR

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Reviews of Pendo

Average score

Overall
4.5
Ease of Use
4.1
Customer Service
4.5
Features
4.3
Value for Money
4.3

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Joseph
Joseph
Lead Program Manager in Taiwan
Verified LinkedIn User
Computer Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

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

5.0 2 years ago

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

Pros:

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.

Cons:

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.

Chris
Director of Product Management in UK
Human Resources, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Great product

5.0 4 years ago

Comments: Very good. The team were highly attentive and supportive. Has been a really enjoyable project getting this set up and running with benefits almost immediately.

Pros:

It is a significant investment, but so many benefits, it is worth it. The software is very easy to integrate with (for standard web apps) to start getting analytics immediately but you do need a role that focuses on this as their day job to drive the most value from it. The guides are easy to set up and flexible too with lots of templates to help get you started quickly. Having worked in product management for over 25 years the discovery of Pendo was a godsend! Wish had discovered it years before.

Cons:

Works well for standard web apps. If your app doesn't change URL for each page you visit then there may be issues tracking at volume. Not insurmountable but needs more time, thought.

Gina
COO in US
Staffing & Recruiting, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Takes A lot of Effort & Time

3.0 3 months ago

Pros:

The product analytics are great and are very robust in the data they provide. Their tooltip and pop up functionality for user onboarding were very useful.

Cons:

It was so difficult to implement. We are an SPA and use Shadow Dom. This greatly limited how we could use Pendo and it required a lot of custom work from our Dev Team. When reaching out to support for help we would wait weeks to get an answer. We did pay for implementation but it was a smaller package so we only received an hour with a specialist to install our snippet. We were not able to get help with anything else during that implementation cycle.

Danielle
Product Manager in US
Marketing & Advertising, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Love having Pendo for analytics AND product feedback. Game changer

5.0 4 years ago

Pros:

I couldn't live without Pendo Feedback now that I've been using it. It makes collecting and organizing product feedback and feature requests so easy and I love how visible it is to the whole organization. I'm the only Product Manager at our company so having tools to help automate and organize product requests for all of our products is a life saver. I also really appreciate how easy it was to setup usage analytics and how little engineering effort it took. Since it has been setup, I haven't needed engineering for anything related Pendo and can do everything on my own.

Cons:

No complaints or major issues with their analytics or feedback products.

Vinay
User Experience Manager in UK
Information Technology & Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Friendly digital adoption tool

5.0 2 years ago

Comments: 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.

Pros:

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.

Cons:

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