Pendo was primarily used for in-app messaging to communicate with customers while they were in the application itself, and we relied heavily on segmentation.A great example was when we had customers who purchased a ticket or something similar and hadn't used it. We were able to remind them that it was a use it or lose it situation, and they needed to reach out to us to use their ticket.
Targeted in-app messaging has increased event registrations and deepened insight into customer behavior
What is our primary use case?
What is most valuable?
The best feature Pendo offers is the ability to relatively quickly get a message out to a highly segmented audience, though it does require some work. You can target anybody who hasn't logged in in the past 30 days or anybody who has logged in in the past 30 days, enabling very targeted communications.We saw direct impact on revenue through event registrations. When we did a webinar and invited customers, we could see that approximately 50% of our registrations came from Pendo as opposed to email.It impacted the organization positively because we have much more data as to how people interact with our product when they're in the product itself and what they click on. On a level of one to ten, I would say the impact was a nine.
What needs improvement?
Pendo could be improved by making it easier to launch a campaign, as it took a fair amount of time and energy to do so.
For how long have I used the solution?
I used Pendo for approximately two years.
What do I think about the stability of the solution?
There were no stability issues.
What do I think about the scalability of the solution?
There were no scalability issues.
How are customer service and support?
Customer support was very good at the beginning, but they changed their structure and customer support declined after that.
Which solution did I use previously and why did I switch?
I have used Intercom in the past.We moved from Intercom, which was used at a prior vendor. Pendo was the first time we brought in-app messaging in.
What's my experience with pricing, setup cost, and licensing?
We did not purchase through AWS Marketplace. The implementation experience was expensive, but we completed it. I do not recall there being a setup cost and the licensing was relatively easy.
Which other solutions did I evaluate?
We looked at a few alternate solutions. Some were less mature, but we felt Pendo was the top-shelf provider.
What other advice do I have?
I would rate Pendo an eight out of ten, where ten is perfection and five or six is acceptable, and this type of tool is certainly more than acceptable. Although it is a little pricey, it can be very valuable.I would ask potential customers about the direction of the company, who their ideal customer profile is and whether they fit into it. I would also ask them about their plans for support.
Which deployment model are you using for this solution?
Public Cloud
