Pendo

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

製品を使ってみた感想： I love Pendo! It's fun to use and I always discover new insights into our users and product.

良いポイント:

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.

改善してほしい点:

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

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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

Terrible company w terrible biz practice

製品を使ってみた感想： Not that useful as only work for web interface. We have apps so need better tool. And terrible biz practice trying to scam more money from customers...

良いポイント:

Nothing impressive. Slow responsiveness in generating ui/ux pages

改善してほしい点:

Terrible biz practice. After a year of license, suddenly came and say we have to pay more because we are using more features. The features used are what they trained our team to use after the agreement was signed and also we paid for the training.

Great product

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

Love having Pendo for analytics AND product feedback. Game changer

良いポイント:

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.

改善してほしい点:

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

Powerful!

製品を使ってみた感想： I wasn't initially involved in setting this up, so I was super hesitate when the team said the NPS tool was going to change. I couldn't be happier - this is a powerful tool!

良いポイント:

I use the NPS feature of Pendo daily. The rest of my team uses this tool for our onboarding. We recently moved from Delighted to Pendo and I couldn't be happier! Easy to see our NPS score change over a set period of time, as well as see users comments and score.

改善してほしい点:

So I only use the one feature while my team makes full use of the rest of the tool. There are really no negatives other than it's overwhelming at first as there are so many useful features. Take time to learn so you can get the most from Pendo.

Pendo Brings the Insights

製品を使ってみた感想： 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.

良いポイント:

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!

改善してほしい点:

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.

Pendo is a Lifesaver

製品を使ってみた感想： The platform has been great. While we have experienced a few bumps in the road, theres always been workarounds and solutions that solve our problems.

良いポイント:

Pendo allows me to easily set up guides or walkthroughs in my product. The best part is that it leaves a lot of room to start small and grow.

改善してほしい点:

One of our selling points was that it required low development effort and could be managed by a non-developer. While yes, this is true, it can require someone with front-end experience to code a few walk through steps and someone with back-end experience to send additional data to pendo for use with segmentation and analytics.

Good tracking, but you get what you set up

製品を使ってみた感想： Outputs depend greatly on the familiarity of those setting up the page/feature tags and segments. It can be cleaned up later, but it's not a trivial effort to set up, and little happens automatically.

良いポイント:

Tracking snippet is fast to install. For a SaaS solution, it starts logging events right away, regardless of whether a page or feature is tagged. This helps later, new tags retroactively apply based on logs.

改善してほしい点:

Setup was very tedious, each page and feature needed to be tagged individually. Some features like app filters or groups didn't work for all of our solutions, leading to redundant naming conventions.

Needs Work

良いポイント:

Pendo integrates really well into a lot of software which is very helpful when the integrations work.

改善してほしい点:

Data points that we set up change regularly from what we set, so it's hard to trust the data integrations.

Lifesaver! We all the ways we can communicate with out cutomers

良いポイント:

2 things we love in pendo! First is how easily we are able to communicate with our customers and share new information about a particular feature in the place and time that is most useful to the customer. Second, being about to track usage of features, down to how often is the button clicked, who is clicking it and what do we know about those users. It really helps us track adoption, and get insights into usage.

改善してほしい点:

There is so much data it there! It can be a little intimidating at first. But once you get the hang of it, amazing!

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

製品を使ってみた感想： Excellent, according to the customers requirements ,my products are of better quality.

良いポイント:

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.

改善してほしい点:

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

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

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

Pendo guides are like having an expert train you through every step.

製品を使ってみた感想： A few years ago we identified a scaling challenge to onboard customers of all sizes and complexities at a faster rate and volume. Our customer’s expectations were that they should be able to self-service, to log in and figure out their set-up and get onboarded quickly and painlessly. This was at a time where a lot of our processes were manual and to that end, we required that the Implementation team provide the onboarding contact with a one-hour portal training. To fix this, we created customized onboarding guides using Pendo and grew our self-service offerings in a way so that we did not lose the human connection that our customers value throughout onboarding and beyond.

良いポイント:

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.

改善してほしい点:

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.

Increased insight into customer behabior, in-app tools to engaging with clients

製品を使ってみた感想： Everything from the onboarding to deployment was very easy. The hardest part to learn was the feature tagging which takes more than just a little bit of programming knowledge depending on how "good" the code is in your software platform.

良いポイント:

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.

改善してほしい点:

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.

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

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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).

We've rolled out Pendo quickly and have already received valuable product insights.

製品を使ってみた感想： Pendo helps us understand and educate our customers. It helps us analyze our customers better than any analytics platform on the market - it's far superior to Google Analytics or trawling through Kibana logs. It helps us educate our customer and solve the new user experience problem, unlike any other software on the market. It's exactly the right solution for enterprise SaaS products with a free trial.

良いポイント:

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!

改善してほしい点:

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.

It just works - Provides amazing insights

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

Useful Add-On For our Website

製品を使ってみた感想： Great product layer to help give you objective details about the end user usage of your product.

良いポイント:

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.

改善してほしい点:

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.

Pendo fits well even in a large organization

製品を使ってみた感想： Overall we are VERY satisfied with Pendo. Two items that we spent a lot of time developing on our own we're quickly and easily replaced by Pendo features - inline Help tooltips and custom tutorials. We spent so much time maintaining, testing, and updating these before Pendo! Also, Pendo's usage metrics are SO much easier to access and evaluate than other tools we use at Elsevier. And the ability to view this usage by different segments is a game changer!

良いポイント:

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.

改善してほしい点:

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.

A Review From A Self-Made Superuser

良いポイント:

I love that I can accurately track NPS, feedback and ROI from my clients. I can interact with my customers without inundating their through Pendo Guides. I also love that I can create custom segments to target specific clients and isolate individual teams and users. Most of the time, I use this for reporting across individuals within an account or all of my accounts in one place. I can instantly get an accurate representation of how they are using the product and what "Good" usage looks like for a specific client. I also love the support and the interaction we get from our CSM, Mags!

改善してほしい点:

I wish it was a little easier to use although I appreciate there are a lot of complex stats which are difficult to simplify. Once I know how to use it and I've grasped it, it's super easy to use but I can spend a week or so going over parts of the platform and reading support articles before I'm able to use. For example, Data Explorer. I would really love it if the support articles had more videos taking you step by step!

Pendo Feedback tool: great way to gather user feedback; allows users to prioritize their wish list

製品を使ってみた感想： We needed a place to gather and manage user enhancement requests, and we really wanted a way for users to vote on their favorites. This product - which was Receptive and was purchased by Pendo - met that need in the best possible way. We love it!!

良いポイント:

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!

改善してほしい点:

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

A Must Have for Every Software Vendor

良いポイント:

Pendo really excel at their ability to flexibly tag pages and features to paint a accurate path throughout your application. It's ability to retrospectively do so is a killer feature. Also, the ability to quickly throw up highly customizable notifications/dialogs/information/tooltips has truly changed the way we engage with our users. But I could go on and on - segmentation, the resource center, NPS surveying functionality, Salesforce integration, an API, etc...

改善してほしい点:

The built in reporting is a great start and has a lot of features. But improvements could be made. We do find ourselves looking to get data out to do more with it.

Analytics data geared towards product teams

製品を使ってみた感想： For a product manager audience, Pendo is an excellent tool. Great for tracking product engagement, new feature adoption, and understanding overall behavior of your customer base.

良いポイント:

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.

改善してほしい点:

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.

A nice tool for analytics and in app notification

製品を使ってみた感想： Data is necessary to make any decision. Pendo gives us an insight to our user base and allows us to iterate faster.

良いポイント:

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.

改善してほしい点:

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.