What do you like best?
Pendo strikes an excellent balance of aggregating usage data into useful analytics to determine trends and adoption, while still maintaining the precise usage detail on the individual visitor level to permit a deep dive into the data when necessary. As a leader on the Product team, the aggregated metrics have allowed us to make data-drives decisions on the development roadmap, and the individual visitor actions detail has allowed us to craft our application workflows to be intuitive and reduce user frustration.
Our Customer Success team appreciates the user segmentation abilities. It has allow their team to target application surveys to specific relevant user segments, and to target feature adoption campaigns to users where it will make the largest impact.
Our Support team is excited at the prospect of utilizing the integration between Pendo and our CRM to provide context surrounding accounts and their users when fielding customer tickets.
We have not needed much assistance from Pendo's support team, but on the few occasions we h ave had to open a ticket, Pendo's support team has been very responsive and helpful.
What do you dislike?
Pendo is in a growth stage as a platform, and as such there are some areas of the application where it seems Pendo has not yet reached a mature state. For example, the available permissions that can be set on each Pendo user account are very broad. I'd like to be able to extend read-only access to certain metrics to other departments within our organization, but currently that is not possible.
However, to Pendo's credit, they are continually improving their application with new features and functionality, and that each new piece seems polished. It does not feel as if it were rushed out the door. Because of this, given time I feel their application will become more mature as a whole.
What business problems are you solving with the product? What benefits have you realized?
The ability to make data-driven decisions with regard to our product development roadmap is phenomenal. The wealth of information available provides context to the consumption of our feature offerings and shifts planning meetings into evidence-based discussions rather than pure conjecture and guesswork.
Post-implementation of a new feature offering, our Success team is able to measure the results of the user adoption efforts as well as obtain targeted feedback from the most relevant user segments.