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Ao contrário do que se espera de uma ferramenta de experiência do produto, é possível que você tenha tido uma experiência ruim com o Pendo.
Caso contrário, talvez você esteja aqui apenas para saber mais sobre ele e suas alternativas.
Seja como for, este artigo aborda todos os pontos que você precisa considerar antes de tomar uma decisão ⬇️
Resumo
- Pendo é uma ferramenta de product analytics compatível com aplicativos móveis com grande foco em análises e insights. Ele oferece guias para onboarding de usuários, repetições de sessões para monitorar o comportamento do usuário e análises para monitorar o uso do material.
- No entanto, os recursos analíticos do Pendo são insuficientes para dois objetivos específicos: fornecer dados qualitativos e fornecer insights sobre a jornada do usuário.
- UserGuiding: Despontando como a alternativa número um do Pendo, a UserGuiding se concentra na adoção do produto para ajudar os usuários finais a entender como atingir seus objetivos usando o seu produto. Além da adoção, ele inclui vários elementos de onboarding, um assistente de IA e, melhor ainda, oferece um sistema de preços escalável.
- Appcues: Outro concorrente do Pendo, o Appcues, concentra-se no engajamento dos usuários. Ele também faz um ótimo trabalho, pois é a única plataforma que oferece mensagens multicanais por meio de notificações no aplicativo, por e-mail e por push. Outro recurso multicanal são as pesquisas, mas é aí que o Appcues fica aquém do Pendo.
- Userpilot: O Userpilot é semelhante ao Pendo em termos de recursos de engajamento, como gravações de sessões, anúncios no aplicativo e materiais de onboarding. No entanto, os recursos que essa alternativa oferece são mais robustos e inclusivos, embora o Pendo tenha vantagem em termos de analytics.
- Userflow: Em comparação com o Pendo, essa alternativa oferece uma interface mais fácil de usar e isso fica evidente principalmente no processo de criação de materiais de onboarding de usuários. O construtor do tipo arrastar e soltar torna o Userflow uma ótima alternativa ao Pendo se você estiver buscando simplicidade. Infelizmente, o mesmo não pode ser dito sobre suas análises quando comparado ao Pendo.
- Product Fruits: Esse concorrente do Pendo tem uma vantagem quando se trata de autoatendimento, pois oferece suporte a uma base de conhecimento nativa e permite o envio de anúncios no aplicativo, ao contrário do Pendo. No entanto, se você estiver acostumado com o Pendo, perceberá a falta de relatórios e análises avançadas.
- WalkMe: Ao contrário do Pendo, o WalkMe é uma alternativa ideal para o treinamento e a produtividade dos funcionários, pois seu principal caso de uso é justamente o onboarding de funcionários. Portanto, você deve escolher o WalkMe se essas forem as dores que deseja resolver em sua empresa.
- Intercom: Essa alternativa ao Pendo oferece suporte ao cliente de alto nível graças a seus recursos, incluindo um agente de IA e uma base de conhecimento. Enquanto o primeiro recurso está pronto para ser usado no Pendo ( porém sem recursos de chatbot), o segundo só está disponível por meio de uma integração. Portanto, você pode fazer a sua escolha se o seu caso de uso for igual ao do Intercom.
O que é o Pendo?
O Pendo é uma ferramenta de product analytics com quatro casos de uso:
- Adoção do produto
- Feedback do usuário
- Experiência do cliente
- Analytics
Para atender a essas necessidades, o Pendo conta com uma grande quantidade de recursos, incluindo:
- Insights do produto: O product analytics do Pendo permite a obtenção de dados de aplicativos e usuários, possibilitando que você entenda o que os usuários fazem dentro do seu produto.
- Roadmap do produto: O roadmap permite que você priorize as iniciativas do produto e comunique sua visão às partes internas e externas.
- Guias no aplicativo: Os guias aceleram o processo de Time to Value para seus usuários, ajudando-os a entender o que podem conseguir usando seus serviços.
- Reprodução de sessões: Mostrando como os usuários passam o tempo na sua plataforma, as reproduções de sessões aprofundam o comportamento do usuário.
- Pesquisas in-app: As pesquisas in-app facilitam o processo de coleta de feedback por meio de pesquisas que não interrompem a experiência do usuário.
Além disso, o Pendo é compatível com dispositivos móveis, portanto você pode obter análises do produto e rastrear eventos para aplicativos web e móveis.
Quais são os pontos fracos do Pendo?
O Pendo pode te ajudar em muita coisa, mas também levanta algumas preocupações em relação a tópicos específicos, como:
- Funções baseadas em análise: Se você tiver uma startup em fase inicial ou já tiver um serviço de analytics de terceiros, é muito provável que não precise do Pendo em seu stack tecnológico.
- Análises que não funcionam tão bem: Para uma ferramenta tão focada em analytics, há muitas avaliações ruins sobre a forma como o Pendo trabalha com suas análises. Portanto, pense duas vezes antes de se comprometer com a plataforma. Veja o que os usuários disseram sobre o Pendo em 2024 no G2:
- Excesso de recursos: embora o foco principal do Pendo seja a análise, ele oferece vários outros serviços para aprimorar a experiência digital dos seus usuários, criando um excesso de recursos em que os recursos secundários superam os principais.
- Preços inviáveis: O Pendo não tem um sistema de preços transparente que lhe permita escalar de acordo com o crescimento do seu negócio.
- Difícil de usar: Devido a uma interface pouco amigável, o Pendo não facilita o processo de navegação para que os usuários acessem facilmente os conjuntos de recursos.
As 7 melhores alternativas ao Pendo
Aqui estão as nossas escolhas:
#1 UserGuiding
- Pontuação no G2: 4,7/5 (573 reviews)
UserGuiding is a no-code product adoption platform that focuses on aiding your adoption efforts.
Contrary to Pendo, it has multiple use cases that help boost adoption, from user onboarding to self-service help.
For example, UserGuiding is home to multiple UI elements, such as product tours, onboarding checklists, tooltips, hotspots, and in-app announcement modals, to engage users from the get-go, while Pendo doesn’t include as many elements.
Another example is to aid your self-service support channels: knowledge base and AI assistant.
While Pendo lacks the former feature (and UserGuiding doesn’t), the latter allows you to analyze feedback and create guides only; UserGuiding, on the other hand, enables you to provide instant support to users through its chatbot capabilities in different languages.
Last but not least, UserGuiding is a user-friendly platform that requires no code and works with a Chrome extension, while Pendo requires a technical team to get started and continue.
See how UserGuiding compares to Pendo for yourself 👈
Let’s see how Pendo and UserGuiding compare in terms of product features and capabilities side-by-side:
| Pendo | UserGuiding | |
|---|---|---|
|
In-App Guidance |
Create interactive guides, tooltips, and onboarding modules. |
Create product tours, hotspots, tooltips, and onboarding checklists. |
|
Knowledge Base |
No native knowledge base capabilities. However, there are integration options for the in-app resource center. |
Combine your educational materials into a standalone knowledge base and connect it to your in-app resource center for easy access within your product. |
|
User Feedback |
Send NPS surveys via both in-app and email channels. Feedback collection and user research capabilities require an upgrade to Pendo Listen. |
Gather user feedback and insights through in-app surveys, including NPS surveys, CSAT surveys, onboarding surveys, feature request surveys, support tickets, and more. |
|
In-App Announcements |
No pop-up, slideout, or banner capabilities. However, there are announcement modules within the resource center. |
Communicate your updates and feature releases through in-app announcement modals, such as slideouts, banners, and pop-ups. |
|
AI Agent |
Utilize internal AI capabilities for feedback analysis (Pendo Listen), and guide creation. No AI agent/support chatbot capabilities for end-users. |
Provide instant support in your users’ language and automate onboarding with real-time guidance offered by AI. |
|
Segmentation |
Segment your users based on product usage, guide interactions, or user/ account data and attributions. |
Segment your users based on user actions/ attributions to personalize their product experience. |
|
Product Analytics |
Monitor user interactions and create detailed reports for funnels, paths, retention, and workflows. |
Observe user flow and engagement metrics in the analytics dashboard to spot friction areas. |
|
Event Tracking/Goal Tracking |
Track user events, create detailed dashboards, and record user sessions. |
Set up and track goals for UserGuiding materials and user attributes. No native event-tracking features. |
|
Product Updates/Roadmap |
Use product roadmaps to plan, prioritize, and communicate tasks and feature releases. |
Announce and categorize your releases in a standalone Product Updates page. |
But that’s not it; seeing how these solutions differ in some other crucial areas besides features might also help you choose the one to adopt:
| Pendo | UserGuiding | |
|---|---|---|
|
Integrations |
Connect your product, knowledge base, feedback, support, and data tools. Available integrations include: Salesforce, HubSpot, Intercom, Gainsight, Optimizely, Zendesk, Qualtrics, and more. |
Connect your CRM and analytics tools to sync data and boost user onboarding. Available integrations include: Amplitude, Webhooks, Salesforce, Intercom, Mixpanel, Segment, Slack, Google Analytics, Woopra, and HubSpot. |
|
Pricing |
No transparent pricing. |
Starting from $69/mo (billed yearly) for 1000 MAU. |
|
Technical Requirements |
Steep learning curve and heavy reliance on technical teams for setup and maintenance. |
Little to no learning curve. |
|
Compliance & Security |
SoC2 Type 2, GDPR, CCPA, TX-RAMP, and HIPAA compliant. |
SoC2 Type2, GDPR, ISO 27001, LGPD compliant. Check all the other security & compliance documentation here. |
|
Device Supported |
Web applications, mobile applications, and iFrames. |
Web applications. No native mobile app support. |
|
Support |
Live support with limited work hours and a self-serve knowledge base. |
Access helps easily through 24/7 live support or a self-serve knowledge base. |
These differences also play a part in user reviews, too.
Based on G2’s quarterly report, you can see clearly that UserGuiding is preferred to Pendo in the following topics and receives more positive comments:
UserGuiding Pricing
UserGuiding has three pricing plans available:
- Basic: $69/monthly; billed annually.
- Professional: Custom pricing.
- Corporate: Custom pricing.
UserGuiding offers an adjustable pricing system based on the Monthly Active Users (MAUs) you have, and the minimum number of active users is 1,000.
The biggest difference between the first and second plans is the unlimited usage of some essential features, such as guides, hotspots, checklists, and resource centers; the second differentiator is the number of seats growing from 1 to 5.
The last plan is the most inclusive and offers several unlimited items, including seats, customization themes, and the number of domains.
#2 Pendo vs. Appcues
- G2 Score: 4.6⭐/5 (331 reviews)
Appcues is a tool offering product adoption and user onboarding services.
These services are divided into five categories: user onboarding, feature adoption, user feedback, self-serve support, and trial conversion.
Appcues includes the following features:
- Flows and checklists
- NPS surveys
- Segmentation
- Event tracking
- Product analytics
- Banners and pop-ups
Appcues Wins at…
- Multi-channel User Engagement: Appcues has several user interface elements to increase engagement, including banners, pop-ups, and push notifications, whereas Pendo offers only announcement modules for resource centers.
- Pricing: Pendo doesn’t reveal any pricing information on its website; however, it’s known that Pendo’s plans are even more expensive than Appcues’ plans.
Pendo Wins at…
- User Feedback: Pendo’s NPS surveys have an edge over Appcues’ due to the ability to send them through two different channels: in-app and email.
- Analytics: While Appcues has an analytics section for flows and checklists, Pendo provides a more detailed look at not only performance metrics but also product usage metrics.
Appcues Pricing
Appcues has three pricing plans available – Start, Grow, and Enterprise plans.
These plans alter based on the Monthly Tracked Users (MTU); for 1,000 MTUs, which is the minimum amount of users, here is how the pricing plans look:
- Start: $250/month; paid annually.
- Grow: $1000/month; paid annually.
- Enterprise: Custom pricing.
The Start plan limiting some features’ usage and excluding some features from the get-go, such as the number of messages being 5K and no checklists and resource centers, might require you to purchase the next plan, which starts from $1000 a month.
#3 Pendo vs. Userpilot
- G2 Score: 4.6⭐/5 (689 reviews)
Userpilot is a product growth platform.
It covers three use cases: user onboarding, feature adoption, and user feedback.
Here are the features Userpilot has:
- Flows, hotspots, tooltips, and checklists
- In-app surveys
- Modals, slideouts, and banners
- Segmentation
- Session replay
Userpilot Wins at…
- Session Recordings: Session recordings are a must if you wish to capture user actions on your website, and Userpilot provides you with this ability better.
- In-App Announcements: Userpilot has modals, banners, and slideouts for feature announcements; however, Pendo does not have such capabilities, only announcement modals to use within the resource center.
- Pricing: As Userpilot follows a transparent pricing policy and Pendo does not, the former is the clear winner, with prices starting from $249.
Pendo Wins at…
- Product Roadmaps: While all Userpilot offers is a small news section within the resource center for announcements, Pendo includes product roadmaps to maintain communication with end users.
- AI Agent: If you’re looking for a tool with AI support to back up some operations, such as feedback analysis and guide creation, Pendo can help you with that – Userpilot, on the other hand, cannot.
Userpilot Pricing
Userpilot has three plans available: Starter, Growth, and Enterprise.
Here is how the plans break down:
- Starter: $249/month; paid annually.
- Growth: $799/month; paid annually.
- Enterprise: Custom quote.
The latter plan involves a custom number of Monthly Active Users (MAUs) and no seat limitations, with unlimited usage of features like segmentation and localization.
On the other hand, the former plan offers services for up to 2,000 MAUs and 3 seats while not including many features that the middle and last plans do, such as resource centers, surveys, funnels, and session replays – making it necessary to upgrade if you wish to benefit from the platform to the fullest.
#4 Pendo vs. Userflow
- G2 Score: 4.8⭐/5 (104 reviews)
Userflow is a user onboarding tool.
It aims to create engaged customers from the new users who land on your platform for the first time.
To do so, it has the following features:
- Product tours and guides
- Question flows
- Modals and banners
- AI agent
- Segmentation
- Event Tracking
Userflow Wins at…
- Onboarding Flow Builder: Using Userflow’s drag-and-drop flow builder makes it easy to create onboarding materials, while Pendo doesn’t offer the same experience to users due to its complexity.
- In-App Announcements: While Pendo limits you to announce through the resource center only, Userflow offers in-app announcement modals and banners.
- Design: Unlike Pendo, Userflow has a user-friendly design with less crowded elements that are easy on the eye.
- Pricing: While Pendo’s pricing remains unknown, a large percentage of users assume it’s higher than Userflow’s pricing plans, starting from $240.
Pendo Wins at…
- Analytics: Userflow’s basic material interaction metrics tracking system cannot compete with Pendo’s detailed reports for each user onboarding element it provides – if that’s an area you find valuable.
- Product Roadmaps: Pendo has your back when you need product roadmaps to maintain communication between each release; unfortunately, the same cannot be said for Userflow.
Userflow Pricing
Userflow has three pricing plans, Startup, Pro, and Enterprise respectively.
Here is how the pricing plans break down:
- Startup: $240/month; paid annually.
- Pro: $680/month; paid annually.
- Enterprise: Custom pricing.
Userflow benefits from an expendable Monthly Active Users system in which your pricing grows as your users do; thus, in the first plan, you start with 3,000 MAUs as a default, and you can increase the number of users you have from there.
The middle plan can accommodate up to 10,000 users and provides features not included in the first plan, such as localization, no-code event tracking, and unlimited surveys.
#5 Pendo vs. Product Fruits
- G2 Score: 4.7⭐/5 (123 reviews)
Product Fruits is a platform for user engagement and onboarding.
It covers 3 use cases: user onboarding, user feedback, and in-app communication.
Let me list some of the features Product Fruits has for these cases:
- Product tours, walkthroughs, tooltips, and checklists
- Knowledge base
- Surveys
- Pop-ups, banners, and newsfeeds
- AI agent
- Segmentation
Product Fruits Wins at…
- Knowledge Base: Product Fruitsh can support a knowledge base; however, Pendo lacks this feature by native means—it only allows integrations.
- In-App Announcements: Pendo only includes announcement modals within resource centers, while Product Fruits is home to several more elements: pop-ups, newsfeeds, and banners.
- Pricing: Although its pricing is little known, Pendo is deduced to be at the high end of the spectrum, unlike Product Fruits, which starts from $79 per month.
Pendo Wins at…
- Analytics: As Product Fruits only allows simple interaction metrics to be tracked, Pendo emerges as the clear winner of this category thanks to its ability to monitor user interactions and create reports for each trackable material.
- Event Tracking: If you believe in the power of tracking user events and recording user sessions, then moving forward with Pendo is a good choice since Product Fruits won’t give you that.
Product Fruits Pricing
Product Fruits has three pricing plans to choose from:
- Core: $79/month; paid annually.
- Boost: $139/month; paid annually.
- Enterprise: Custom pricing.
Product Fruits doesn’t increase your pricing based on the number of seats, tours, or tooltips (these two are unlimited even in the first plan); rather, your pricing changes based on the Monthly Active Users (MAUs) you have.
The minimum number to start for the first two plans above is 1,500, and the difference between them is the ability to use NPS & surveys, custom events, and AI flow creation, which belong to the middle plan.
#6 Pendo vs. WalkMe
- G2 Score: 4.5⭐/5 (477 reviews)
WalkMe is an employee experience platform.
Different from the names in this list, this tool focuses on employees, not users; thus, its main use case is employee onboarding.
WalkMe has the following features:
- Product tours and hotspots
- NPS and surveys
- AI agent
- Segmentation
- Product analytics
- Event tracking
WalkMe Wins at…
- Employee-Facing Onboarding: If you’re looking for a tool for your employees rather than customers, WalkMe should be your choice since it’s built for it. Pendo, on the other hand, isn’t as suitable as this alternative to meet your employee-facing needs.
Pendo Wins at…
- Analytics: WalkMe is a great contender in analytics since it’s one of its strengths; however, Pendo provides more control over user analytics and reports.
- Technical Requirements: WalkMe is a product that requires an expert with technical knowledge to get started due to its customizable nature; even though Pendo isn’t as easy to use as the other alternatives, either – it still manages to win this section compared to WalkMe.
WalkMe Pricing
WalkMe doesn’t reveal its pricing structure; thus, you need to get a custom quote that fits your needs.
#7 Pendo vs. Intercom
- G2 Score: 4.5⭐/5 (3,338 reviews)
Intercom is a customer service platform, unlike the other alternatives on this list.
It covers three use cases: user feedback, customer support, and product experience.
It has the following features in its toolkit:
- Product tours, tooltips, and checklists
- Knowledge base
- Surveys
- Banners
- AI agent
- Segmentation
- Goal tracking
Intercom Wins at…
- Customer Support: A tool created to help out the support teams with features like banners for announcements and AI agent for customer service can help you a lot more than Pendo does.
- Knowledge Base: Unlike Pendo, Intercom enables you to create a knowledge base for your users to provide self-service support 24/7.
- AI Agent: Compared to Intercom’s AI agent, Pendo’s AI agent has limited capabilities on only feedback analysis and guide creation, while Intercom’s AI agent can back up your support services thanks to its chatbot abilities.
Pendo Wins at…
- Analytics: As Intercom doesn’t provide any metrics related to product and analytics is one of Pendo’s strong suits, the latter is the champion in this category.
- Product Roadmap: While Intercom lacks a product roadmap feature, Pendo allows you to plan your next releases and communicate them through its platform.
Intercom Pricing
Intercom has three pricing plans and one add-on plan:
- Essential: $29/month per seat; paid annually.
- Advanced: $85/month per seat; paid annually.
- Expert: $132/month per seat; paid annually.
- Proactive Support Plus: Starting from $99/month; add-on to the first three plans.
The bridge between Intercom’s plans is big in terms of capabilities; while the first plan includes only simple customer support features (such as shared inbox, ticketing system, and Fin AI agent), the second plan offers more inclusive features that a customer support tool needs: private help center, multilingual help center, and unlimited articles.
The third plan offers even better features to support your teams and customers, including real-time dashboards, advanced workflow automation, and multiple help centers.
What’s missing from each of these plans are all onboarding elements, which come in only as an add-on. Features like product tours, surveys, checklists, and push notifications can only be purchased with a plan from above, and the pricing is rather vague (except for the fact that it starts from $99) as it will be determined based on your needs.
In Conclusion…
Here is a table that summarizes the article:
