Pendo

Avantages

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.

Inconvénients

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).

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Pourquoi passer à Pendo

Avantages

The UI is modern and appealing

Inconvénients

The software is inconsistent, buggy and unpredictable.

Avantages

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.

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à Pendo

Avantages

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.

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à Pendo