Pendo vs WalkMe

Suppose you are a SaaS business or a traditional business with a website or an app and are trying to provide a better user experience on your digital platform but don’t have enough time or energy to spend.

In that case, you have probably been looking out for digital platform adaptation software.

And if you have been doing so, you have most likely heard of WalkMe and Pendo. In this article, we will closely look at how both of these customer onboarding tools work and see which one can be a better source.

What’s WalkMe

WalkMe is a web-based digital adaptation platform designed to accelerate the usage of digital media for their clients.

The high technology support WalkMe provides productivity and efficiency for product teams and customers, improves user experience and allows businesses to become thought leaders in their industry.

They aim to enhance digital assets both for SaaS companies and users and help them realize the power their digital visibility and SaaS investments bring.

WalkMe bases its platform on four essential layers:

• Core Technology, including UI intelligence and machine learning algorithms, is active on each application to analyze human interactions with digital interfaces.
• Data collections provide the vital information needed to look into business processes and asses user interactions.
• Build a no-code editor that makes any experience simpler on their applications with only a drag-and-drop capability.
• Experience refers to the touchpoints of end-users and defines them as user segmentation engagement, content validation, on-screen automation, on-screen cross-application guidance, and more.

WalkMe Features

There is an extensive range of features offered by WalkMe that you can get used to by becoming a client.

To provide the most efficient results and accelerate their customers’ digital platforms, they provide the sources that will allow the most holistic approach.

Their features are very inclusive compared to their competitors and alternatives. From A to Z, they have any tool you might think of to help you improve your digital assets and achieve your goals.

Here is a summary of features WalkMe offers:

• AB Testing
• Activity Tracking
• Asset Categorization
• Audience Targeting
• Behavior Tracking
• CRM
• Certification & Licensing
• Churn Management
• Communication Management
• Content Management
• Customer Experience Management
• Data Import/Export and Quality Control
• Engagement Tracking
• Feedback Management
• Launch Management
• Lead Management
• Learning Paths/Tracks
• Progress Tracking
• Real-Time Analytics
• Survey/Poll Management
• Third-Party Integrations
• User Onboarding
• Workflow Management

WalkMe Pricing

WalkMe has an open-source and subscription-based pricing model. They have a basic plan with limited features and a customizable program designed especially for your business.

WalkMe Reviews

“We were able to onboard customers much faster after deploying WalkMe, allowing CS to focus on renewal and expansion with existing customers. […] I love how easy it is to integrate outside content like videos, help desk articles, webpages, etc. with your custom walk throughs.”

An anonymous reviewer from a mid-sized computer software company that used WalkMe weekly for 6-12 months

“WalkMe has cut down on our B2B related support tickets by over 25% since we’ve started in 2020. We have seen great success in our implementation and look to leverage this software in other areas of our business. We aim to cut down on our in-person training needs and training time by 50% using the tool.”

Justin M. from a large consumer goods company that used WalkMe daily for 6-12 months

“It saves one of the things we all need most —time. Give your users the ability to train themselves. Give them the support they need to help them get to where they need to go. Alleviate the stress on your support teams so they can focus on big ticket items. […] Rolling out a new platform also becomes a bit easier and alleviates the pain of having to perform training after training.”

Adrian from a large telecommunications company called Motorola Solutions that has been using WalkMe for over two years

“We integrated Walk Me into our proprietary platform in order to help our web design agencies and their end users to better use our software, to become more self sufficient when using the platform, and to help make our platform more intuitive. The WalkMe interactive digital walk throughs made it extremely simple for customers to learn the ins and outs of our platform without our support team getting engaged. This software saved our support team significant time and energy!”

Aaron from a small computer software company named DigiPro Media that has been using WalkMe for about a year:

What’s Pendo

Pendo is also a web-based platform that helps SaaS businesses improve user experience and achieve successful digital adaptation.

Their services help their customers with user onboarding, retention, feature adaptation, company growth, upselling, and cross-selling existing customers.

The four critical layers to the Pendo platform are:

• Insights — a product-analysis feature that allows product teams to record, monitor, and analyze how users interact with the digital content, app, and website.
• Sentiment — they allow digital marketing teams to embed survey questions and polls within the digital platform to ask hyper-focused questions at the right time and understand how customers are feeling and experiencing on their journey with the software.
• Guidance — this functionality allows the integration of user-friendly walkthroughs, helpful tips, and reminders along the app to optimize onboarding and feature adaptation.
• Feedback — a two-way communication tool that gathers user feedback on digital experience and keeps customers updated on the status of their requirements and suggestions.

Pendo Features

They offer a few more minor features than WalkMe, but they still have an extensive range of features compared to their alternatives.

Here is a summary of features Pendo offers:

• Activity Tracking
• Audience Targeting
• Behavior Tracking
• CRM
• Churn Management
• Contextual Guidance
• Conversion Rate Optimization
• Customer Activity Tracking
• Customer Experience Management
• Data Import/Export
• Team member Onboarding
• Engagement Tracking
• Feedback Management
• Funnel Analysis
• Goal Setting and Tracking
• Heatmaps
• Performance Metrics
• Prioritization
• Real-Time Analytics
• Reporting & Statistics
• Survey/Poll Management
• User Interaction Tracking
• User Research Analysis

Pendo Pricing

Pendo has a pricing model that starts free for businesses with less than 100 monthly users and custom plans for companies with more than 100 monthly users, and a free trial available.

Pendo Reviews

“We now use it across several products in the MailUp Group. For example, beyond using it for product analytics, we were able to stop using other applications for both in-app guides and NPS tracking, and we now use Pendo for that both in MailUp and BEE Pro. It’s certainly not inexpensive, but it gives the Product and Product Marketing teams tools that are crucial to their work. So, money well spent in my view.”

Massimo A. from a small internet company that has been using Pendo for about two years

“The overall experience has been very positive in helping with enhancing the consumer web experience and helping to provide a lot of useful data around the effectiveness of digital guides and resources as well as general content and landing pages built on our web content management platform. It has met our teams needs and has made a positive impact on how we analyze and view results of programs that are launched and delivered through the website.”

An anonymous reviewer from an extensive Information Technology and Services company that has used Pendo daily for 6-12 months

“I have enjoyed it a lot, very useful onboarding process by their CS team, the guides are intuitive to create, and we have seen a real improvement in adaption, lowering churn and increasing “no-touch” sales. […] The NPS is also great to get a status quo on how our users are enjoying the product. However, I wish it was a bit easier to navigate the analytics of the guides.”

Alan from a small to mid-sized computer software company named GetAccept that has been using Pendo for over 18 months

“Pendo is a great tool. It is easy to use and helps executives start tracking the right metrics (instead of guessing at what is important). It also scales your support organization with automated onboarding and educational opportunities for users. Sometimes the reports bug-out, but the support team is quick to respond. Additionally, there is no way to communicate with users OUTSIDE your application ecosystem (i.e. email). If a user isn’t engaged with your software, you have to go into a different system in order to get re-engagement.”

Josh from a mid-sized telecommunications company named Bandwidth that has been using Pendo for over two years

WalkMe Pros

WalkMe offers an overall very successful service that many clients are very content with. Good experiences and pros of using WalkMe have been listed throughout user reviews.

A majority of the WalkMe users are pleased with

• good customization capabilities,
• support while walkthrough and announcement build and design,
• smooth product integration and seamless training process,
• and pleasing user experience and genuine care and concern for customers.

Pendo Cons

Pendo is an alternative to WalkMe and could be a solution for digital platform adaptation and UX optimization, but users did not enjoy a few things about it.

Some customers were complaining that

• doesn’t support multiple audiences,
• limited data collection and no screen recording,
• insufficient segmentation,
• rigid and inflexible report and dashboard build & design,
• can get too expensive.

Conclusion

Overall, both of these web platforms can be great solutions for SaaS companies looking to enhance their digital assets, offer better UX, and save time and effort.

In comparison to one another, WalkMe has mainly been assessed as a better tool than Pendo because of its more comprehensive range of features and easier use.

However, it is still vital that you check your own business and goals to see which one of these tools would be a better fit.

FAQ