Pendo

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.

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).

Even before the software, I've been very impressed by Pendo's customer support model. The proactive interaction we received in onboarding and ongoing support has been something I've consistently referred back to our own client services team as a model for how things are done. They have multiple team members accountable to different actions/experiences with us and they do it in a fluid fashion where it never feels like anyone drops the ball.

As for the software, I pull up our dashboard every morning and look at our customer interaction from the day before. Its very simple to follow individual customer behavior as well as overall trends. Per the recommendation of their onboarding team, I and 2 other team members sit down weekly for a Pendo meeting to talk about how we are using the data to further our company and what our next initiatives are

Pendo also integrates well with both Salesforce and Tableau, 2 other platforms we use extensively. Some of the visualizations that lack in the application, we can customize to our needs using Tableau

There are some small quirks that we haven't worked our way around yet. We get a lot of community feedback from the Pendomonium Slack channel, but sometimes us and others in that community feel like we are trying to group solve problems rather than Pendo coming out with a simple solution.

The UI is modern and appealing

The software is inconsistent, buggy and unpredictable.

Pendo provides a clean user interface to interact with, mentioning that this ensures that all data can be found quickly and efficiently, in order to reduce performance slowdown within this platform, which is quite essential for a understandable fluency, without excluding that it promotes accurate and up-to-date metrics on all the information we seek in general, for a more alternative benefit, highlighting that creating guides and surveys agrees to keep us closer to the clients that each organization acquires.

The current panel is very easy to use, however, it has a limited customization capacity, which we cannot configure the boards to our scope, much less move functions where it is most relevant, instead of adding them, the which is a quite serious problem, which requires an update for a more flexible platform, especially in terms of adapting the tools to the most conducive environment, for better development.