About Pendo

Pendo is a product management solution that helps businesses in educational technology, healthcare and financial services streamline operations related to customer retention, user onboarding, product planning and more. It enables data analysts to track specific features and overall product usage across web and mobile applications. Pendo allows team members to create and distribute surveys and polls to generate quantitative as well as qualitative insights into customer sentiments. The product roadmap module enables staff members to visualize product strategy and create plans based on multiple criteria, including features, timeline and segment. Additionally, it lets employees capture, prioritize and manage customer feature requests, facilitating product optimization and revenue generation processes. Pendo offers integration with several third-party solutions, such as Algolia, Figma, HubSpot, Jira, Microsoft Teams, Slack, Salesforce and Tableau. Pricing is available on request and support is extended via live chat, documentation, FAQs phone and email.
Pendo Software - Pendo create segment
Pendo Software - Pendo dashboard
Pendo Software - Pendo tag editing
Pendo Software - Pendo event tracking
Pendo Software - Pendo create segment - thumbnail
Pendo Software - Pendo dashboard - thumbnail
Pendo Software - Pendo tag editing - thumbnail
Pendo Software - Pendo event tracking - thumbnail

Pendo pricing

Pendo has a free version and offers a free trial.

Starting Price:
Not provided by vendor
Pricing Details:
Free with up to 100 monthly active users. Includes community support, rich product analytics, targeted in-app guides, polls, NPS surveys and Pendo branding. For greater than 100 monthly users contact Pendo for a custom pricing plan.
Free Version:
Yes
Free trial:
Yes

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Pendo Reviews for UK Users

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4
Customer Support
4.5
5 reviews of 195 View all reviews
Massimo A.
  • Industry: Internet
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
0

5
Reviewed on 05/01/2019

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

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.

Pros

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.

Cons

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).

Chris W.
  • Industry: Human Resources
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 09/11/2020

Great product

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.

Alternatives Considered

Gainsight PX and WalkMe

Reasons for Switching to Pendo

Better interface, so easy to get up and running. Seemed to give us out of the box what we were looking for. Price - still more than we'd expected but competitive against others.
Ike B.
  • Industry: Information Technology & Services
  • Company size: 1,001-5,000 Employees
  • Used Monthly for 6-12 months
  • Review Source
Value for Money
0
Features
2
Ease of Use
1
Customer Support
2

1
Reviewed on 17/04/2017

Shop around

I've used Pendo a couple times over the period of roughly a year. Both of the time that we tried to deploy an NPS survey on our product we had some significant bugs. The first, we had a Opt Out list that some of our admins requested to be on (they didn't want to receive the survey). Pendo experienced a bug in which our survey in fact was seen by some of those accounts.

This most recent time I've run across some significant bugs and pretty fundamental considerations in UI. Take for instance that Pendo provides no help in the UI to help guide you in whether you are actually selecting the right account to pool into a segment to target or exclude. You have to pretty much get the account character for character exact to how Pendo has in the system. When I try to export the list of accounts from Pendo, modify the list to remove or add accounts and reimport, Pendo fails on any accounts that have a comma in the title (like Company, LLC or Org, Inc.).

Also our survey just decided to not appear out of the blue. Luckily I've jumped in to check our survey frequently and discovered this was the case.

I can't be confident that when I deploy something to our end users that Pendo will behave appropriately. Consider another solution with better history and size.

Pros

The UI is modern and appealing

Cons

The software is inconsistent, buggy and unpredictable.

Samantha S.
  • Industry: Education Management
  • Company size: 51-200 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
0

4
Reviewed on 10/10/2021

Another Way to Communicate with Your Audience

Pros

I love using Pendo guides any time we have an announcement or updates so that I can ensure our members are in the know in case they didn't see/read an email. Pendo is pretty easy to use once you learn it and I love the ability to segment your audience as well since we have different membership levels. There are also ways to track user behavior which definitely helps us when it comes to how we market to certain membership levels.

Cons

For the purposes I use it for, I haven't really experienced anything that I would change this far!

Danielle K.
  • Industry: Marketing & Advertising
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 13/11/2020

Love having Pendo for analytics AND product feedback. Game changer

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.

Alternatives Considered

Heap

Reasons for Switching to Pendo

Pendo was very responsive. At the time we were only looking at analytics. With Pendo Feedback now available, it's even more of a no brainer. Pendo provides everything I need to be successful with regards to usage analytics and product feedback.

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