Pendo vs WalkMe: Which One Is Better In 2022?
Retention is critical for SaaS companies as most depend on subscription revenue. A good onboarding experience is a vast retention booster, and there are various tools that a SaaS company can use to create an onboarding process.
If you are a SaaS company and trying to choose between Pendo and WalkMe, then this article will help you make the best decision for your company.
Why Should SaaS Companies Use An Onboarding Tool?
By nature, SaaS companies need to keep user engagement in mind every second because the competition for the service they offer is always very high.
At the same time, there are few barriers to moving from one service to another. Because of that, for SaaS companies, every stage of their relationship with the user is like holding on to a rope that can slip.
- Ensuring the engagement of users
You can promote your service, get the user to sign up for a trial, or even get him to buy. But this is just the beginning.
The following process keeps the user positively engaged with your software from the first to the last. In most cases, a user who has not met your software is better than a user who has abandoned you and decided never to use it again.
For this reason, the first communication with the user is of great importance. Because the short time that elapses after the user meets your software directly affects the user’s decision whether to use your software or not.
- Ensuring rapid adaptation of employees
Tools like Pendo also have an employee onboarding use case. These tools also enable your employees to master every aspect of it.
In this way, the burdens of acquiring a new employee are considerably lightened for both the company and the employee.
Reducing the adaptation process that will take months to days increases your department’s efficiency considerably.
- Onboarding tools reduce the need for additional personnel and time for user support.
In reviews from users for SaaS software, you will often see that user support stands out as an essential pro or con. Users always demand maximum efficiency from your product. They often resort to technical support when they cannot fully receive the promised service.
The reason that creates the majority of these help requests is that the user continues to use the service without fully adapting it. These deficiencies can lead to many problems in the later stages.
Of course, offering strong user support is one way to circumvent these problems. However, good user support requires time, investment, and a customer success team.
If you provide good onboarding, much less user support is needed. You can continue to offer the same efficient service by investing much less in user support.
- Onboarding tools help you to improve your software
You can measure how quickly your users and employees can adapt to your software with these tools. You can make your software user-friendly by working on elements that make the learning curve steeper for users.
Without regularly obtaining data on this subject, it is difficult to determine which operations the user has difficulty learning to do.
Pendo is a tool created in 2014 to facilitate the interaction of its users with software.
While making software simple for users to use without hesitation, it also tries to enable your departments to take control of the employees’ compliance process and manage this process much more efficiently.
WalkMe is a tool created in 2012 with the aim of facilitating the digitization process of companies.
The digitalization process is a two-sided coin, user and company.
While aiming to adapt the user to an environment where more complex operations are presented much simpler than traditional methods, it also supports companies in providing a continuous flow of information and training to their departments.
- Large integration pool
- Detailed segmentation options
- In-depth analytics and reporting with user metrics
Large Integration Pool
Pendo is a tool that facilitates every aspect of users’ experience with your software. Therefore, it is sensitive about the platforms where your users can be found, and it supports most of the platforms you need to integrate.
They also don’t want you to be disappointed when you want to integrate a platform but see that it is not supported, and they take action quickly if you reach out to them. Integration capability that supports many platforms such as Jira, Hubspot, Salesforce, Zendesk, Intercom is one of the advantages that brings Pendo to the fore.
Detailed Segmentation Options
Especially when working on the relationship between the user and the software, it is essential not to put every user in the same basket. Users differ in many ways, and these differences greatly affect their expectations of the software.
Therefore, SaaS companies have to evaluate the expectations and habits of their users in detail while creating their marketing strategies. For onboarding tools, it is vital to analyze who the users are and how they act under what conditions. by doing that, they can offer the most accurate adaptation opportunities. Pendo achieves outstanding success in this regard. It presents essential information about users with aesthetic but straightforward visuals.
In-depth Analytics and Reporting With User Metrics
Pendo spends more of its energy on the relationship between the user and the software. That’s why it offers detailed analytical options. Thanks to the fact that it makes it very easy for you to make evaluations about your product, you can always observe what your product offers to users and improve yourself accordingly.
Analyzing the external and internal factors that the user encounters in accessing your software allows you to quickly realize your mistakes and deficiencies, which prevents your competitors from attracting your potential users by getting ahead of you at the points where you are lacking.
The Feedback feature that Pendo offers in its advanced plans allows you to collect improvement requests from the user through many channels regarding the product. With the feedback, which is shown as one of the most critical features of the tool, you can get qualitative analysis directly from the user as well as quantitative analysis.
In line with the feedback you collect, you can optimize your product, take steps to improve the user experience, and directly know what improvements you need to make.
- Customization options
- In-depth analytics and reporting with employee metrics
- Advanced automation of the training process
Although detailed customization requires time and technical knowledge, WalkMe provides satisfactory customization. Thus, if you want to make the necessary arrangements for your company and the structure of your brand, it is not impossible to do it with WalkMe.
The wide optimization opportunity can remove you from many patterns that make you similar to other companies, in line with the identity you want to create. While this may not seem like a big deal at first glance, every software has its own spirit, and an onboarding process that matches that spirit always makes the difference.
In-depth Analytics and Reporting With Employee Metrics
WalkMe is a tool that focuses more on the relationship between the product and employees. Its analytics capabilities are also more profound and more detailed in this regard. It also offers advanced opportunities that cannot be underestimated regarding the relationship between the user and the software.
Thanks to these reporting opportunities, many factors can be easily evaluated in terms of the adaptation of the employees to the product and their contribution to the product development process. Regulations can be made in line with the internal and external factors that affect the employees in every process.
Advanced Automation Of the Training Process
A detailed training process is required for both users and employees to master the software fully. In the absence of the necessary tools, this process requires bringing together many resources, such as “training environment, instructor, tools and time.”
WalkMe offers detailed personalized guidance options. Achieving high compatibility with your product with planned steps is WalkMe’s most ambitious subject. It’s almost like you are writing a user manual for each product.
This means you can train more people with far fewer resources.
Moreover, this process does not need much monitoring to work. Therefore, it saves you from a severe burden.
- Functional deficiencies in the guide creation process
- You can’t always rely on integrations.
- Lack of coverage of paid packages
Functional Deficiencies In the Guide Creation Process
Pendo has functional deficiencies in design and editing processes. While creating guides with minor differences but broadly similar, it is a tiring and time-consuming process to go through the whole process separately for each guide.
In addition to the creation phase, making great efforts for minor adjustments is necessary. Since the creation studio doesn’t run too fast, you’re likely to spend a lot of time making tiny changes.
You Can’t Always Rely On Integrations.
Pendo team is constantly working to increase Integration options. However, existing integrations can give buggy reactions at unexpected times. Although such problems are not common, they can be pretty annoying when they occur at vital moments. Therefore, it is necessary not to rely on integrations all the time and be ready to do manual operations.
Lack Of Coverage Of Paid Packages
Pendo offers many service packages at different prices, allowing you to chart your own path according to your company’s needs and budget. However, the content of these packages is very limited quantitatively.
For this reason, even an extra small action you want to do turns into a fee to be paid. Since the fee policy is not very transparent, you cannot determine when and what kind of additional payment you will encounter.
- Technical knowledge requirement
- Limited use for small and medium-sized businesses
- Difficulty in terminating the contract.
Technical Knowledge Requirement
WalkMe can demand a lot of technical information from the implementation stage to the detailed customization process.
Ironically, a certain number of users say that Walkme is not user-friendly enough. For this reason, WalkMe’s user experience team is actively engaged in resolving these issues.
Although user support seems sufficient, it creates a negative image for a tool that aims to facilitate the software for the user.
Limited Use For Small and Medium-sized Businesses
WalkMe A tool focused on providing more effective solutions for large companies. This does not seem very abnormal, as it concentrates on employee segmentation. However, small and medium-sized businesses may also need onboarding tools for their users, and they have a hard time finding the answer to this need within WalkMe.
WalkMe’s focus on large companies is reflected in its pricing policy and features it offers for large businesses. The tool does not provide any free plans but also offers only two separate package offers. The low number of packages also makes it challenging to purchase packages according to the budget.
Difficulty In Terminating the Contract.
If you decide to stop using the product after not being satisfied with it, it is tough to terminate your subscription. Many users state that the team works very slowly and ineffectively in terms of subscription termination. Therefore, if you do not use it for a long time without any problems, it can turn into a bad experience for you.
Pendo vs WalkMe: Segmentation
Pendo vs WalkMe: Guide Creation
WalkMe allows you to create detailed guides in a much more customizable way and successfully turn them into a step-by-step path. Pendo side, on the other hand, has a more straightforward but more easily applicable guide creation system. Therefore, you can reach the guides you need with much simpler steps.
Pendo vs WalkMe: Integrations
Neither tool keeps their set of integration options too small, but Pendo’s integration pool looks wider. Therefore, it is possible to dominate many more channels through Pendo. However, WalkMe’s Integrations can more efficiently take advantage of narrower integration options. It is stated that Pendo encounters integration-related problems more frequently.
Pendo vs WalkMe: Pricing
WalkMe offers 2, Pendo offers 4 different plans. Neither tool openly announces its pricing policy. That’s why it becomes challenging to make a transparent price comparison. While Pendo provides a free plan with basic features, WalkMe does not offer a free option. In this respect, it is possible to say that WalkMe is less accessible. Although Pendo seems like a more flexible solution, additional fees can change the balance.
Therefore, checking the numerical adequacy of the features offered by the tools, as well as your needs and budget, will be critical in choosing the right tool. Because the packages offered by both tools contain quantitative limits, whether it is possible to exceed these limits, and if possible, for what fees, is not presented transparently.
In the field of SaaS marketing, many companies lose their user potential and cannot regain them due to the complex learning process. Companies that take the user to the result step by step in the learning process and create paths stand out in the competition.
The tools that make this difference are the onboard tools. Identifying the right onboard tool requires evaluating the tools from many aspects, and the tools chosen without a sound evaluation can turn into a burden contrary to their purpose.
Pendo offers a free plan that can serve up to 1000 monthly active users with limited features.
According to WalkMe: “Amazon Web Services” hosts the WalkMe software.