Pendo

What do you like best?

Guides are easy and intuitive. Pendo learning is a good resource. Quicker means to reach out to clients.

What do you dislike?

Guides are easy and intuitive. But the branching functionality based on ratings (for ex, ratings 1-3 go to step 2 and 4&5 go to step 3) isn't possible. There's no default option to use thumbs up/down or star ratings.

Cannot copy guide templates between subscriptions.

Analytics. Not very reliable, dashboard isn't flexible for stakeholder reviews. Can't record transactional data without additional code. Segments aren't clear and error prone. Visitor/Account reporting doesn't offer some basic information.

Recommendations to others considering the product:

Works fantastic for basis scenarios. Complex scenarios - segmentation, rules, don't work as good. And support on such scenarios is not great or helpful.

What problems are you solving with the product? What benefits have you realized?

Client communications are so much easier, less dependency on dev and release cycles. Prototype reviews, in-product feedback, surveys, research scheduling, ad hoc communication, deliverables for improving product adoption, communication to reduce call volumes, COVID support.