Pendo is a product management and user experience platform that provides businesses with the quantitative and qualitative insights they need to better understand and enhance customer and employee interactions with their applications.
Pendo offers the following functionality to empower businesses to understand and optimize user experiences with their applications. Key functionality includes:
- Analytics for insights into user behavior. Track and visualize user journeys, paths, funnels, application usage, feature adoption, and overall product health. Go further by creating your own custom reports and defining Core Events that are most important to your business.
- In-app guidance to deliver messages and guided walkthroughs that enhance engagement and understanding. Create guides and build the Resource Center for direct and targeted communication with your users.
- Surveys for capturing sentiment. Use guide polls and NPS surveys to collect and understand user thoughts, feelings, and preferences to drive product improvements.
- Discover to make informed product decisions by capturing feedback, validating ideas, and planning next steps in roadmaps.
Session Replay to see how your visitors navigate your applications with video playbacks of their behavior, capturing events such as cursor movements, scrolling, and clicks.
Integration capabilities, which allows you to integrate Pendo with other tools for a smoother workflow, including Salesforce and HubSpot. You can also push Pendo data into your data lake or warehouse and BI tools using Pendo Data Sync.
When you sign in to Pendo, you first land on a dashboard in the Dashboards page. You can navigate through the user interface (UI) using the menu on the left-side of the screen. This section describes the pages, tools, and features available to you through the UI.
Dashboards provide a centralized view of key metrics and trends with widgets that offer overviews, visualizations, and snapshot insights into user engagement, feature adoption, and overall product health.
You can create your own dashboards for a customized view of the metrics that matter most to you. You can also set a dashboard to be your home dashboard.
This section of Pendo focuses on what your users do in your applications. This is where you define the application data types that you want to organize by and track over time, including Pages, Features, Track Events, and Product Areas. Pages and Features capture data retroactively, from the day you install Pendo.
- Pages represent URLs in a web application or screens within a mobile application. You need to tag (define) Pages to track how many people use your application, where they spend most of their time, and how frequently they return. Tagging Pages is also important for tagging Features in Pendo and creating guides.
- Features represent the individual UI elements in your application, such as buttons and text fields. You need to tag (define) Features to uncover usage patterns in your application, such as what visitors are clicking on and how frequently elements are being used. You can also use Features to anchor guides to specific elements.
- Track Events are custom events sent to Pendo through an API. You can use Track Events for non-taggable elements in your UI, such as error messages or server-side events, which might be needed if you want to know who and how many users get success versus errors messages after interacting with something.
- Product Areas are needed for data visualization and organization. You can use Product Areas to filter your data by key locations in your product and can apply them to Features, Pages, and Track Events, as well as guides.
It's important to define these data types for Pendo to analyze and report on, and so that you can answer questions like:
What is the user journey starting from a given location in the application?
How did a user find a feature?
How long does it take for users to adopt a key feature?
What does my usage look like this quarter compared to other quarters?
This section of Pendo focuses on who your users are and is where you manage data and reports for visitors, accounts, and segments. Here, you can view user-specific data, allowing you to filter your analytics data and deliver guides to defined sets of people.
- Visitors are the end users of your application.
- Accounts are collections of visitors, such as clients or customers.
- Segments are groups of visitors and accounts that you define based on metadata and product usage so that you can filter your analytics data and target guides to specific users.
This section of Pendo offers detailed insights into user behavior for product and process analytics. Here, you can:
- Analyze user journeys with paths, funnels, workflows, and journeys to evaluate completion rates, friction and drop-off points, and identify opportunities for improvement.
- Create retention and Data Explorer reports to see customizable data about accounts, visitors, and their behavior.
- Explore NPS and PES insights to understand user sentiment and product health.
This section of Pendo provides tools for:
- Creating and delivering guides, which can include text, images, videos, and polls.
- Creating branded themes to consistently style your guides in the Themes tab.
- Building a Resource Center, which can consist of a guides list, announcements module, onboarding module, feedback module, and integrations.
Discover is a continuous discovery, validation, and roadmapping platform. For an overview of its key offerings, see Overview of Pendo Discover.
This section of Pendo houses our Session Replay offering. For an overview of what Session Replay does and how it works, see Session Replay overview.
Pendo settings are structured around the organization, subscription, and application levels. The organization level is the highest level in Pendo, and can include one or more subscriptions within it. Each subscription can also have one or more applications.
Organizations are a concept in Pendo are a configuration level above subscription settings and can be used to connect multiple subscriptions within the same regional host (US, EU, JP, and so on).
Organization settings allow you to share resources across these subscriptions, such as SCIM, CNAME, and guide themes and layouts. If organization settings are enabled, they're available whether you have a single subscription or multiple subscriptions across your business.
Access to organization settings is enabled by Pendo and granted to Pendo users with Organization Admin permissions.
Subscription settings allow Admin users to view and manage subscription-wide settings, which are settings that apply to all applications within a subscription.
Only subscription-level Admins have access to subscription settings. For information about subscription Admin user permissions, see Roles and Permissions.
Application settings allow Admin users to view and manage app-specific settings. Only subscription-level Admins have access to application settings. For information about subscription Admin user permissions, see Roles and Permissions.
Pendo offers a range of integrations for the rest of your technology stack. Possibilities include but aren't limited to:
- Syncing accounts and visitors in Pendo with CRM systems, such as Salesforce and HubSpot, so that your sales, support, and marketing teams can get a comprehensive view of customer engagement.
- Implementing Pendo Data Sync, which allows you to send your Pendo event data, in bulk, to your cloud storage so that it can then be pulled into your data lake or warehouse and business intelligence (BI) tools.
- Allowing your sales team to view and submit customer feedback directly in Salesforce by linking Salesforce with Pendo Discover.
- Displaying help resources like your live chat (for example, Intercom) and knowledge base (for example, Zendesk) inside the Pendo Resource Center.
- Adding third-party content, such as Qualtrics surveys and Figma prototypes, to Pendo guides.
- Building custom integrations with the Pendo API and webhooks.