Which Product Adoption tool is better? Pendo or WalkMe?

Hello All! I am evaluating both Pendo and WalkMe, and one of Pendo’s main selling points seems to be around their robust segmentation capabilities. WalkMe also offers segmentation, so I’d love to understand more around what exactly differentiates Pendo in this area. I’d love to hear from anyone with background experience/knowledge in Pendo, WalkMe, or any product adoption tool. huge thanks in advance for your help!

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Hi @Natasha - I haven’t used WalkMe since a trial a few years ago, so can’t speak to their segmentation. But I do use Pendo - we use their segmentation for anything from “show an onboarding guide to any member of this specific account” to “show me NPS for users who have purchased after x date and used y feature.”
They let you create segments on the fly based on any DataPoint they have on your users, which can be really powerful.
We have our own challenges around guides and data, but we’ve been really happy with the segmentation.

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Segmentation is very robust, I have been able to get better customer/user data by asking for feedback based on feature usage “used X feature in the past 5 days more than Y times”.

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I can second the sentiments about Pendo.
Great segmentation abilities, great connectivity (between their APIs and various integrations, including SalesForce), good reporting abilities.
Really the only wall I’ve hit with it is if you have multiple applications you want to run Pendo on - and even then only becomes a problem if you don’t want to pay Pendo for a multi-app license though :wink:
What are you looking to do with Pendo? Are you mostly looking at their guides/walkthrough functions or usage analytics functions?

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Hi @Natasha, I am trying to move from WalkMe to Pendo. WalkMe is very powerful, but very technical to implement (in building guides). As for their segmentation, I find it very difficult to segment, where Pendo (if connected to your Salesforce data, can be very quick and simple). WalkMe does not have that. They are often based on, on-screen elements or jQuery elements (which needs to be built into your solution) which adds a huge level of complexity that can becomes more trial and error (or from my view a frustration that is not worth my time).
As for their analytics… it is more geared towards the walk thru and guide analytics. Their tools for other analytics is slow, fails to offer any sorting functions and little filtering options, was not impressed what they can offer.
My 2 cents.

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@LawrenceMartin thanks for your input! Do you mind sharing what your challenges around guides and data have been? Glad the segmentation piece is working so well for you!

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@DonovanOkang, we are mainly evaluating Pendo for their guides/walkthroughs, as we currently have an analytics tool (Mixpanel) and are happy there.

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@MarioRomero thank you for your two cents! I have heard similar sentiments from others, so thank you for confirming. this is really helpful as we consider both platforms.

Would you say your reasons for going away from WalkMe would be its technical implementation, difficult segmentation, and unimpressive analytics? Or have there been other factors as well?

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@Natasha, all the above, including looking to consolidate costs/cut costs, consolidate tools or better use of tools that work with our current tech stack and last but not least movement within our company and the lack of usage on one of our other products.

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Oh! I see. So it sounds like Pendo was able to replace WalkMe for onboarding/guides AND your original analytics tool (and other tools potentially?)

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@Natasha, yes, with Pendo’s number of integrations, it can in a sense kill multiple birds with one stone. We have not made the change yet, but working on it!

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Hey all, I have a question around guides and step triggers. Does anyone know if Pendo has the ability to launch the next step in a guide once a user enters text into a specified text field? For example, a guide that walks users through a form and only continues to advance if a user fills out (prompted) text fields? I know WalkMe does. thanks!