What is Pendo?
Pendo is a product analytics app/platform that is designed to help software companies develop products to customers’ satisfaction. It aspires to improve the product adoption process, increase customer loyalty, and at the same time promote innovation. With Pendo, product teams can embed multiple tools in their products to get insights about user experience and actual use of the product features.
Pendo was founded in 2013 by Todd Olson, Erik Troan, Eric Boduch, and Rahul Jain to create a tool that would automate analytics regarding customer sentiment and loyalty and would provide product managers with proven insights into the product position at the market and into factors driving its success.
Pendo Tools
Pendo offers a versatile product cloud suite that combines retroactive usage analytics, in-app guidance, and feedback management solutions with the following tools:
Insights: this feature helps product teams record, monitor, and analyze the way users interact with different features of the product, or the entire app or website.
Sentiment: this tool embeds surveys and polls into the company’s app. In this way, product teams can ask very specific questions on the spot during the user’s journey and capture their immediate response.
Guidance: this functionality embeds user-friendly walkthroughs into the app, packed with useful tips and reminders, which makes the onboarding and feature adoption processes smoother and faster.
Feedback: this is a two-way communication platform that gathers user feedback and keeps them updated about the status of their questions and suggestions.
Pendo Benefits
Though the primary Pendo use case is to track how users interact with the product, it can be used across the entire organization to help any team engaged in selling digital products.
For instance, it provides the following benefits:
- Facilitates user onboarding with handy tips
- Tracks feature adoption by monitoring which features are used, which are ignored, and which bring more delight to customers
- Increases user retention rates by quickly identifying features and workflows that cause confusion and improving them
- Provides input for in-app messages, guides and walkthroughs
- Contributes to the company’s PLG initiatives leading to increased conversion rates and improved stickiness and adoption
- Reduces the need for in-person support and troubleshooting by monitoring customers' actions and verifying if they are following certain steps
Originally intended for product teams, Pendo is now a comprehensive product engagement platform that can be used by various departments, including sales, marketing, customer success, and UX.
