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Launched on November 15th, 2022
Launched on January 30th, 2020
Pendo helps you build better software. Start measuring how people use your app, implement in-app onboarding, and measure NPS. PS: Now live is Pendo Starter. Higher limits, more features, all for $7k / year.
Pendo is the most thoughtfully designed tool when it comes to tracking metrics for a large product organization. Everything from tagging to dashboard creation is super intuitive and loads in a snap.
I use Pendo for the Analytics first. It really gave us the ability to tie our departments together through the Salesforce, ChurnZero, and Zendesk integrations. It's been a game changer for our small SaaS business by eliminating anecdotal opinions through having real insight and the ability to address issues with solid no-code solutions
Pendo is an exceptional platform that offers unparalleled product analytics and feedback solutions to startups and enterprises. I was amazed by the ease and convenience of using their technology, which allowed me to gather user feedback and analyze product usage with minimal effort. The platform is intuitive, user-friendly, and customizable, making it suitable for businesses of all sizes and industries. What's more, Pendo boasts a highly responsive and knowledgeable support team that has been incredibly helpful in resolving any issues I've encountered while using the platform. Their willingness to listen to customer feedback and implement relevant updates and improvements is a testament to their commitment to customer satisfaction. I highly recommend Pendo to business owners, product managers, or marketers looking for a robust and scalable product analytics and feedback solution. With Pendo, you can gain valuable insights into your product's performance, address user needs, enhance customer engagement, and take your business to the next level.
I have a love/hate relationship with Pendo. It's neither an analytics tool nor a walkthrough tool, it's a hybrid. That's a cool idea in theory and I really like it, but it makes everything significantly more expensive out of the gate. Real world implications are that you now have to get people from multiple departments on board and willing to sign off and then coordinate how to work together to ensure data integrity.
A good analytics tool for SaaS should make it easy to address AARRR/pirate metrics, and Pendo is off to a good start there. It understands the importance of both users AND accounts, makes it easy to see MAU, and can quickly provide a feature usage audit (what pages are getting viewed, what objects are being clicked). You can also easily connect Salesforce and NPS data to your product usage which is a dream come true.
Tracking retention is another story. For example, we have a goal to improve our 30d retention rate. The data is there, but no report. To build it yourself externally, you need be willing to roll up your sleeves and delve into the API. Oh, and API access will cost extra. ("It's not a lot more" translates to more than all of Intercom Pro for the same period.)
Want to track multiple products? "Oh, that'll cost extra." (To be fair, after lots of back and forth and two calls with multiple stakeholders from both sides they clarified that pricing was really based on MAUs and they could let us track multiple products. But so difficult to figure out something that is so straightforward in every other product we have used.)
Figuring out if we could track non-click events like in other tools was also surprisingly difficult. It's not described in the getting started/installation documentation, not referenced in the UI, and support doesn't seem to know about it. But it's there. Oh, and you'll need to contact your account manager to have it enabled.
So overall compared to tools like Intercom and Mixpanel where plan usage is clear, manual event tracking is straightforward, multiple products are easy to track, and API access/integrations are free, there are still a lot of rough spots despite what I love. That would be understandable in an inexpensive tool, but is harder to overlook in something as expensive as Pendo.
