Looking for a good new customer onboarding tool and wondering which one of Pendo, Appcues, and Chameleon is the best option for your SaaS company? Let’s compare them!

There are plenty of tools for new customer onboarding on review sites, but they don’t make the choice any easier.

The crux of the issue is – to make the right choice, you need to account for your priorities: your different jobs to be done, budget, and the size of your company. But don’t worry – we’re coming to help!

In this post, we’ll discuss exactly that – which tool is best for new customer onboarding depending on the different criteria that different SaaS companies may have.

Let’s dive in!

TL;DR

• Onboarding new customers is the process new users go through to set up and begin using your product. It covers the entire funnel, from initial sign-up to product activation and adoption.When onboarding new customers you aim to deliver value to your customer as early as possible — in their first use, if possible.

Let’s explore how Pendo, Appcues, and Chameleon compare when it comes to new customer onboarding.

• Pendo is a product adoption platform that lets teams monitor product usage, analyze user behavior, and publish in-app guides. The no-code solution focuses on increasing user engagement and driving feature discovery.

• Appcues is a robust product adoption and user onboarding platform for web and mobile apps. It enables product teams to create, implement, and test personalized in-app onboarding experiences. The platform also helps you announce new product features and collect customer feedback.

• Chameleon is a product adoption platform. It enables SaaS teams to leverage real-time user data to build beautiful on-brand experiences, improve user onboarding, and drive product-led growth.

• Userpilot is a product growth platform that drives user activation, feature adoption, and expansion revenue. It also helps product teams collect user feedback, streamline onboarding, and gather actionable insights from analytics.

• If you’re looking for a better option for new customer onboarding, Userpilot exceeds both functionality and value for money compared to other tools on the list. Get a Userpilot demo for new customer onboarding and drive your product growth code-free.

There is a better tool for your SaaS than Pendo!

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What is new customer onboarding

Onboarding new customers is the process new users go through to set up and begin using your product. It covers the entire funnel, from initial sign-up to product activation and adoption.

When onboarding new customers you aim to deliver value to your customer as early as possible — in their first use, if possible.

Pendo for new customer onboarding

Pendo is a product adoption platform that has the usual onboarding features that are commonly included with similar solutions. However, those using Pendo Free will need to note that they’ll need to find a new onboarding solution once they cross 500 MAUs or upgrade to the paid version.

There are a few ways you can use Pendo to improve your new user onboarding flows:

• Guide Layouts: Pendo has layout templates for lightboxes, banners, and tooltips that you can use to build onboarding flows for new users.
• Flow Triggers: Pendo’s guide activation options let you trigger an onboarding flow when new users land on a particular URL, use a specific device type, interact with a tagged element, or match the target segment.
• Localization Settings: Localization settings can stop an onboarding flow from triggering if it hasn’t been translated into the user’s chosen language. Because Pendo has no AI-powered localization features, you’ll need to upload language CSVs manually for this to work.
• Onboarding Module: You can add the onboarding module to your in-app resource center in two clicks then change the color, text style, and progress icon to align it with your product’s brand palette.

Pendo pros

Let’s take a look at some of the benefits of using Pendo:

• No-Code: Pendo lets you create surveys, in-app guides, and track metrics without needing to write your own code, which saves a lot of time (while making product experiments or split-testing a lot easier).
• Custom Themes: Pendo’s themes let you create multiple palettes and ensure that any in-app materials published align with your existing brand palette (however, you can only create/customize themes after you’ve installed the Pendo snippet).
• Flexible Dashboards: Pendo has plenty of widgets that you can add to your dashboard, including feature adoption, net promoter score, poll results, guide engagement, product stickiness, and MAUs — so you always have your most important metrics within reach.
• Integrations: Pendo has 50 different integrations to choose from including popular tools like Intercom, Jira, Okta, and HubSpot. Unfortunately, only four of these — Salesforce, Segment, Workato, and Zendesk — are two-way integrations that can share data both ways.

• Multi-Platform Analytics: Because Pendo is compatible with mobile applications, you’ll be able to track product analytics for both web apps and mobile apps. This gives you a more holistic view of how users (or specific segments) use your product on different platforms. Note: You’ll need to upgrade to Pendo Portfolio to add more than one product to your account.

Pendo cons

While Pendo certainly has quite a few benefits that make it an appealing solution, there are also a few notable drawbacks that you should be aware of before you choose the platform as your product adoption tool:

• Pricing Jumps: While Pendo does offer a free version, it has a limit of 500 MAUs. Upon reaching the MAU limit, you’ll need to upgrade to continue using most of Pendo’s features (and paid plans tend to cost thousands of dollars per month).
• Locked Features: Key features like the data explorer, resource center, and product engagement score are locked behind the Growth or Portfolio plan.
• Data Lag: Pendo’s analytics dashboards only update once per hour. In some cases, this data lag could lead product teams to make the wrong decisions or draw false conclusions from outdated insights.

Pendo pricing

Pricing for most paid Pendo plans (except Starter) is only provided on a quote basis and there are no listed price ranges on the solution’s website. That said, certain reviews have stated that prices start at upwards of $20,000 per year for a single product and more than twice that for higher plans.

Pendo has three paid plans and one free version that is limited to 500 MAUs which makes it accessible to startups but difficult to scale in the long run.

Here are the differences between each Pendo plan:

• Pendo Free: The free version of Pendo can accommodate 500 MAUs and has features like native analytics dashboards, feature tagging, event tracking, segmentation, NPS surveys (with Pendo branding), analytics reports, and in-app guides.

• Growth: Pendo’s Growth plan is designed to be used for a single web or mobile app but can accommodate a custom number of MAUs. It includes features like native analytics dashboards, in-app guides, NPS surveys and response tracking, and customer support.
• Starter: The Starter plan starts at $7,000 per year (or $2,000 per quarter) for 2,000 MAUs and is the cheapest upgrade option available for freemium users. Starter includes features like Product Areas, NPS surveys without Pendo branding, and (limited) NPS analytics. Note: You’ll need to upgrade to the Growth or Portfolio plan to get full NPS analytics.
• Portfolio: Pendo’s Portfolio plan is targeted towards customers who want to use the tool for multiple web and/or mobile apps. Features include guide experiment capabilities, cross-app executive dashboards, cross-app journey reporting, and access to product engagement scores.

Appcues for new customer onboarding

Onboarding new users seamlessly is one of the primary use cases of Appcues. The platform offers a wide array of features to help you improve user activation, conversion, and retention.

Let’s take a closer look at how Appcues facilitates new user onboarding:

• Drag-and-drop builder: Appcues’s no-code builder lets you create personalized onboarding tours and checklists to assist and educate new users. You can customize UI patterns like hotspots, modals, slideouts, and tooltips to guide users.
• In-app user guides and product tours: You can use various UI patterns, such as hotspots and tooltips, to introduce new users to product features in a pre-defined sequence. Similarly, you can use checklists to guide users as they explore your app.

• Checklists: You can also create checklists with Appcues (NOT available on the Essentials plan) and prompt users to take action. These are ok but have limited functionality (you can’t trigger JS functions or add gamification elements) compared to alternatives, such as Userpilot.
• Segmentation: You can use one of the pre-defined audience segments or create customer segments based on plan tier, lifecycle stage, and other factors. It’s possible to target individual segments with personalized messaging and journeys.

• Measure and improve: You can track in-app flow performance and measure events (limited to 5 on the Essentials plan) to identify areas of improvement.

• Test and optimize: The newly introduced A/B testing feature lets you test different onboarding flows. You can compare the performance of different in-app sequences, identify the best-performing ones, and refine onboarding flows.

Appcues pros

As a first-comer in the no-code product adoption landscape, Appcues offers several valuable features. It’s suitable for mid-market SaaS businesses looking for a simple, easy-to-use tool that enhances user onboarding, retention, and the overall customer experience.

Let’s take a closer look at the benefits of Appcues:

• Intuitive UI and UX: Appcues offers a straightforward interface that’s easy to navigate and use. Users with non-technical backgrounds can design captivating in-app flows and onboarding journeys with its simple drag-and-drop builder. You can tailor user journeys with various UI patterns, from modals and hotspots to tooltips, slideouts, and banners.
• Simple setup: You can get started with Appcues in minutes by adding the SDK to your app’s source code or integrating Appcues with Segment or Google Tag Manager. Then, add a Chrome extension to launch the Appcues Builder in a few quick clicks and start creating in-app flows.
• Feedback options: Create Net Promoter Score (NPS) surveys to collect actionable user feedback. You can even check and analyze NPS analytics on your Appcues dashboard.
• Mobile onboarding: Besides web apps, you can use Appcues to create end-to-end experiences for mobile apps. It supports various mobile environments, including Native Android, Native iOS, React Native, Flutter, and Iconic.
• Extensive integrations: Appcues integrates with 20+ email automation, CRM, and analytics tools, including Heap, Zapier, HubSpot, Google Analytics, and Google Tag Manager. Many of these include two-way integrations.

Appcues cons

Appcues comes with a ton of useful features you’d expect from a leading product adoption platform, but it does have a few shortcomings.

Let’s look at a few drawbacks of Appcues:

• Poor element detection: The Appcues algorithm occasionally struggles to detect in-app elements, unlike some of its competitors like Userpilot. It’s particularly limiting when you want to add tooltips to individual options in a dropdown menu.
• Limited customization capabilities: While Appcues lets you customize pre-designed templates, you’re limited to basic options like font style, size, color, and padding. Advanced customization requires working with CSS code, which can be challenging for non-technical teams.
• Basic analytics: Appcues provides insights into product usage and customer behavior. However, you can’t access in-depth analytics without connecting to a third-party tool like Amplitude or Google Analytics.
• Limited survey options: Appcues lacks variety in feedback collection and survey options and doesn’t offer integrations with other platforms like Google Forms and Typeform. You can only build NPS surveys. This is in contrast to some of its competitors, like Userpilot, which offers an extensive library of customizable survey templates.
• Higher pricing: Starting at $249 per month, the Appcues Essential tier has several constraints, such as limited UI patterns and no custom CSS support. Moreover, localization support is only available in the Enterprise tier. If your app is multilingual, you’ll have to shell out a ton of money to make the most of Appcues.
• No live chat: While Appcues offers educational resources and a help center (Help Docs), customer support is limited to email and phone.

Appcues pricing

Pricing for Appcues starts at $249 per month, with the platform offering three distinct tiers – Essentials, Growth, and Enterprise.

The total cost can vary depending on the number of monthly active users (MAU). For instance, the Essential plan starts at $249 per month for 2500 MAU but jumps to $299 for 5000 MAU.

Here’s a detailed glimpse of the different pricing tiers:

• Essentials: It’s the basic tier that starts at $249 per month. It includes 3 user licenses and lets you add up to 5 audience segments. Some UI patterns, such as checklists, launchpads, and custom CSS support, aren’t available. Customer support is only available through email.
• Growth: This tier starts at $879 per month (for 2500 monthly active users) and includes 10 user licenses. You can target unlimited audience segments and use the full spectrum of UI patterns. Additionally, you can access the Premium Integrations package, which includes integrations with Slack, Salesforce, Marketo, and Zendesk.
• Enterprise: This is the most feature-packed tier and includes robust security controls like role-based access and activity logs. It’s also the only tier that comes with multi-account and localization support. Besides email and phone support, you also get a dedicated Customer Success Manager and Technical Implementation Manager. Pricing is available on request.

All three plans come with a 14-day free trial, where you can test unlimited flows and track up to 5 events. You can extend the trial by another 14 days by installing the Appcues SDK in your app. Additionally, you don’t need a credit card to sign up for the free trial.

Keep in mind that the above pricing plans are applicable to web apps. Pricing for Appcues Mobile is available on request.

It’s also worth noting that Appcues is pricier than some of the other product adoption tools available in the market, including Userpilot. For instance, Userpilot’s basic tier (Starter) lets you add up to 10 audience segments and includes the complete set of UI patterns.

Chameleon for new customer onboarding

Users expect to be shown the red carpet with a welcome tour for your product. Chameleon helps you create welcome tours that gets users beyond their first “Aha”.

Here are some features of Chameleon for new user onboarding:

• Segmentation: You can use custom segments to show a sequence of your product tours over time. The hyper-targeted onboarding flows are tailored to your users’ needs. Here’s a short example of what the tour session can look like:

• Clear Analysis: Easily assess and optimize your user onboarding tours with real-time data.
• Launchers: Build onboarding checklists, including items like Loom videos and knowledge base articles to help users unlock more value.
• Customization options: Enjoy fine control over where the onboarding flow appears, choose who sees it, and define how users can interact with it.

Spoiler alert: when you subscribe for the Starter plan, you get access to just one launcher which is very limited for many onboarding use cases. However, you get unlimited access when you pay an extra $971 for the Growth plan.

Chameleon pros

From a wide array of features to aesthetic UI patterns that can create any flow no matter how customized they need to be, Chameleon is no doubt a powerful tool for scaling product adoption.

It works in a similar way to Userpilot and offers similar features: styling, analytics, templates, goals, A/B testing, and checklists.

Let’s look at the pros of using Chameleon:

• Intuitive no-code builder: Chameleon comes with an easy-to-use Chrome Extension builder.
• Engaging tour guides: Build interactive tours to onboard users, announce features, and create other customer in-product experiences using simple steps.
• Good range of in-app messaging and UI patterns: Easy to create custom modals, slide-outs, tooltips, hotspots, launchers (checklists or resource hub), and more.
• Full two-way and deep analytics integrations: Chameleon fits into your stack, and easily connects with your favorite tools to send data to, and from Chameleon. It offers the deepest integrations, with analytics tools, CRMs, and more.
• Effective segmentation and targeting system: Leverage user data and experiences to structure effective marketing messages and tour guides for a specific target audience.
• Advanced A/B testing: Drive continuous improvement of in-app messages and define the ideal user experience with precise A/B testing.
• Rate limiting: No user wants to be overwhelmed with multiple product tours, in-app messages, and tasks. With rate limiting, you can reduce the number of user experiences — one step at a time, with clarity over speed.

Chameleon cons

While Chameleon is a deep production adoption tool with an array of great features, there are still some downsides. Here are the main cons of the tool:

• Not entirely no-code: Early on, we stated that Chameleon can be used without code. True. But it is not a completely no-code tool. You’ll need the help of a technical-savvy employee in your team to sort out some build-up as the learning curve is steeper.
• Hard-to-use interface: The new UI is a bit harder to use (a lot of clicking), and there can be minor bugs here and there.
• Limited experiences: There are some limitations to the user onboarding flows. For instance, you can’t run multiple in-app experiences at the same time, as you can in Userpilot.
• Pricey: The Startup plan is quite expensive (starts at $349/mo for 2500 MAU and includes just one launcher). This means you need to go for the Growth plan, where you pay more but save more at the same time.

Chameleon pricing

Chameleon’s pricing is based on your product’s monthly users. From the Startup plan (for small companies to get started and save) to the Growth and Enterprise plans (for larger organizations with advanced requirements) billed via invoice.

Here’s an overview of the pricing plans, and features of each plan:

• Help Bar: This is a standalone search function on top of your product, allowing users to search your knowledge base articles.
• Startup plan: For small companies to get started. Fee: $354/month, billed Monthly, usage-based, Unlimited Tours and tooltips, 5 microsurveys, 1 Launcher, Custom CSS.
• Growth plan: For growing businesses to drive returns quickly, from $1350/month. Everything in the startup plan, plus: unlimited microsurveys & launchers, A/B testing, and rate limiting is paid annually with bulk pricing.
• Enterprise plan: For larger organizations with advanced requirements. The fee for this plan is not stated on the website rather, you get to talk to the team. You get everything in the growth plan, multi-product account, user permissions, localizations, and SSO/enhanced security.

The Growth plan seems to be the real deal because of the exciting features that can boost your product marketing. For example, you can’t get the rate limiting feature on the Startup plan, including A/B testing. These are relevant and powerful product adoption weapons that should be in your arsenal if you truly want to win more users.

Is the startup plan expensive?

Yes, compared to Userpilot, about a $170 difference. It’s best to opt in for the Growth plan for the juicy benefits, where you pay $1350 annually rather than paying a whopping $5000+ yearly for the startup plan.

Better alternative to Pendo, Appcues, and Chameleon

We have discussed Pendo, Appcues, and Chameleon for new customer onboarding with their pros, cons, and pricing. Let’s take a look at a better alternative – Userpilot.

Userpilot for new customer onboarding

User onboarding is a crucial part of the customer journey as it speeds up the adoption process and increases retention rates. Onboarding is one of Userpilot’s core use cases along with product growth analytics and user feedback, so it has plenty of features that you can utilize.

Here are some Userpilot features you can use when onboarding new users:

• No-code builder: Creating flows with Userpilot is as simple as installing the Chrome extension, selecting the UI patterns you’d like to use, and then editing the content/settings to suit your use case. You can also use templates to create modals, slideouts, tooltips, and driven actions.

• Native tooltips: Userpilot lets you create native tooltips that show up when users hover over an element or click on an information badge. Since these native tooltips attach to the element itself, they aren’t page-dependent and will show up on any screen where that element is visible.

• Funnel analytics: Userpilot’s advanced analytics lets you create funnel reports that track the onboarding journey. You can also add filters (like name, user ID, signup date, operating system, country, etc.) and monitor the total conversion rate from the first step of the funnel to the last.

• User segmentation: Userpilot lets you segment users based on the device they’re using, where they’re located, their engagement data, or which NPS rating they selected on the latest survey. You can then filter your analytics dashboards to see which segments struggle with onboarding.

Userpilot pros

As a full-suite digital adoption platform, Userpilot has all the features you need to onboard users, track analytics, and gather feedback from customers without writing a single line of code. Here are a few pros of using Userpilot as your product growth solution:

• No-code builder: Userpilot’s Chrome extension lets you build flows, add UI elements, and tag features without writing a single line of code.
• UI patterns: There are plenty of UI patterns to choose from when using Userpilot, such as hotspots, tooltips, banners, slideouts, modals, and more!
• Startup-friendly: Userpilot’s entry-level plan gives you access to all available UI patterns so you can hit the ground running.
• Walkthroughs and flows: Build engaging interactive walkthroughs and personalized onboarding flows that target specific segments of your user base.
• Self-service support: Build an in-app resource center to help users solve problems, customize its appearance to align it with your brand, and insert various types of content (videos, flows, or chatbots) to keep your customers satisfied.
• A/B testing: Userpilot’s built-in A/B testing capabilities will help you split-test flows, iterate on the best-performing variants, and continually optimize based on user behavior.
• Feedback collection: Userpilot has built-in NPS surveys with its own unified analytics dashboard and response tagging to help you retarget users. There are other survey types to choose from and you can even create your own custom survey.
• Survey templates: There are 14 survey templates to choose from so you can gather feedback on specific features or run customer satisfaction benchmarking surveys like CSAT and CES.
• Advanced analytics: Userpilot lets you analyze product usage data, monitor engagement on all in-app flows, and use the data to create user segments that are based on behaviors instead of demographics.
• Event tracking: Userpilot’s no-code event tracking lets you tag UI interactions (hovers, clicks, or form fills) and group them into a custom event that reflects feature usage.
• Third-party integrations: Userpilot has built-in integrations with tools like Amplitude, Mixpanel, Kissmetrics, Segment, Heap, HubSpot, Intercom, Google Analytics, and Google Tag Manager so you can share data between all the solutions in your tech stack.

Userpilot cons

Of course, no tool is perfect and there are a few cons to consider before choosing Userpilot as your user onboarding or product growth solution:

• Employee onboarding: Currently, Userpilot only supports in-app customer onboarding.
• Mobile apps: Userpilot doesn’t have any mobile compatibility which could make it difficult for developers with cross-platform applications to create a consistent user experience for both versions of their product.
• Freemium plan: There’s no freemium Userpilot plan so those bootstrapping their startup and need sub-$100 solutions should consider more affordable onboarding platforms like UserGuiding or Product Fruits.

Userpilot pricing

Userpilot’s transparent pricing ranges from $249/month on the entry-level end to an Enterprise tier for larger companies.

Furthermore, Userpilot’s entry-level plan includes access to all UI patterns and should include everything that most mid-market SaaS businesses need to get started.

Userpilot has three paid plans to choose from:

• Starter: The entry-level Starter plan starts at $249/month and includes features like segmentation, product analytics, reporting, user engagement, user feedback, and customization.
• Growth: The Growth plan starts at $499/month and includes features like resource centers, advanced event-based triggers, unlimited feature tagging, AI-powered content localization, EU hosting options, and a dedicated customer success manager.
• Enterprise: The Enterprise plan uses custom pricing and includes all the features from Starter + Growth plus custom roles/permissions, access to premium integrations, priority support, custom contract, SLA, SAML SSO, activity logs, security audit and compliance (SOC 2/GDPR).

Conclusion

In conclusion, as we’ve explored Pendo, Appcues, and Chameleon for new customer onboarding, it becomes evident that there is a diverse landscape of solutions available to cater to your specific needs. Each of these tools brings its own set of features, advantages, and unique capabilities to the table. Whether you’re seeking enhanced functionality, cost-effectiveness, or a different approach to tackling your tasks, our guide has showcased a range of options.

Ultimately, the choice of the best alternative depends on your individual requirements and preferences. We hope that our exploration of these tools has provided you with valuable insights to help you make an informed decision.

There is a better tool for your SaaS than Pendo!

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