Pendo vs Whatfix vs Userpilot – Which Is Best For Your SaaS?

Deciding between Pendo, Whatfix, and Userpilot? We know that choosing the best product adoption platform for your SaaS is difficult.

So we decided to write a more in-depth comparison of the three tools – going into more detail about the tools’ features, use cases, pros, and cons – than what you’ll find on review sites. Whether you’re looking mainly to improve your user onboarding or product analytics, collect user feedback, or NPS – you’ll find out how Pendo performs vs Whatfix vs Userpilot – and which one is the best choice for you!

Let’s dig in!

TL;DR

  • Pendo is a comprehensive digital adoption platform that offers impressive analytics, in-app feedback, and product adoption features and it is used for user onboarding and customer insights.
  • Whatfix helps you create user flows, knowledge bases, and task lists to get new users engaged and learning.
  • Userpilot is a code-free product growth solution that allows you to create interactive walkthroughs with a wide range of UI patterns, such as tooltips, banners, modals, slideouts, etc. You can also use the tool to collect customer feedback and access powerful product analytics.
  • Though all 3 tools are already established players in the market, each has its pros and cons.
  • Pendo is great for product analytics but it doesn’t allow you to target users segmented by in-app events with the in-app guides you’ve built with it.
  • Whatfix is ideal for both customer and employee onboarding but they don’t have a free trial to let you test the product before buying it.
  • Userpilot comes with unlimited onboarding flows in all plans, advanced analytics, and powerful segmentation functionalities. It offers the best value for your money.

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What is Pendo?

Pendo is a comprehensive digital adoption platform with impressive analytics, in-app feedback, and product adoption features

It caters primarily to enterprise users and probably has the most advanced analytics of all tools we’re covering in this article. But it all comes at a price.

What is Pendo best for?

Typically, SaaS Product Managers consider Pendo> for the following reasons: they want to improve their user onboarding, they need product adoption, and would also be able to measure their user feedback. How does Pendo> perform when it comes to these top-three use cases? Let’s examine it all, and then compare it to the other tools we’re discussing in this post.

Pendo for user onboarding

When it comes to user onboarding, Pendo offers guides for building in-app guidance that improves user onboarding across web and mobile apps. But how much do they cost, and are there better alternatives on the market?
Here’s what to expect from Pendo guides:

  • You can build guides using templates, and there’s also a WYSIWYG (what-you-see-is-what-you-get) visual design studio editor for creating new designs from scratch.
  • You can use Pendo’s free version to create user onboarding guides, but you’ll only get access to limited features and basic analytics.
  • Types of guides you can create using Pendo include Lightbox, Banner, Tooltips, Polls, and Walkthroughs. The drawback with them is that they are quite basic and don’t allow much customization without coding. Even Pendo’s own onboarding guide is a series of purple tooltips.
  • You can also build checklists with Pendo but not as standalone UI elements as users can only access them from the resource center (if they know they exit). This makes it hard and not intuitive for users to access guidance, and overall defeats the purpose of using checklists.
  • Pendo product guidance for mobile works across Android and iOS mobile apps, so if you’re looking to support your mobile customers through their onboarding, Pendo might be for you (be aware that Pendo for mobile guides is not included on the free plan).

Guides or product tours are essential tools for user onboarding, and it will be difficult for new users to find their way around your app without them. The absence of these UX designs will lead to friction, naturally resulting in increased churn.
But do you need Pendo for this?
The answer is you don’t have to use Pendo in particular. There are other product adoption tools that give you more value for your money, so it’s always good to check the available options before settling for one.

Pendo for product adoption

pendo product adoption

Pendo is a robust product adoption platform with user engagement features, impressive analytics, and in-app feedback.

It caters mainly to the enterprise sector and as of the end of 2022, has the most advanced analytics of all product adoption tools on the market. Here’s how Pendo can help you improve product adoption: When it comes to product adoption, Pendo offers analytics features to track the adoption of features as well as guides for building in-app guidance that improves feature adoption both on web and mobile apps.

Here’s what to expect from Pendo’s product adoption features:

  • Pendo’s analytics allow you to evaluate each feature usage and which features deliver the most value.
  • You can see which features are underused for different user segments.
  • You can then build guides to improve the adoption of these features.
  • You can use Pendo’s free version to create guides, but you’ll only get access to limited features and basic analytics.

Pendo for user feedback

Pendo offers polls (also called micro surveys at Userpilot) through their guides which collect user feedback and gauge sentiment at different points in the user journey.
Polls come with basic functionality and are available on the free plan. However, if you want to collect user sentiment with NPS surveys, you’ll need a paid plan that doesn’t come cheap at all.
Here’s how you can collect user sentiment feedback with Pendo:

  • Add short polls on your guides and UI patterns built with Pendo.
  • You can use only text polls, yes/no polls, numbered scales, or multi-choice polls and add them as building blocks when building the guides.
  • There’s not a lot of customization, like themes or emojis available, but it’s enough to collect data in-app.
  • If you are willing to pay for the Growth plan, you get access to Pendo’s NPS feature too.

The downside of using Pendo for collecting user feedback is that you can’t use the insights to personalize the user experience. For example, you can’t create user segments based on NPS scores or specific answers you collect with your polls.
Considering the price you have to pay for Pendo, you’d expect more from it.
If you want to both collect and act on user feedback, you should use a better tool. And, with the risk of sounding biased, Userpilot gives you more value for money here. You can build micro surveys, embed Typeform long surveys, collect and analyze NPS responses, and segment users based on scores and responses so you can trigger more personalized experiences.
Get a Userpilot demo here.

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What is Whatfix?

Whatfix is one of the top digital adoption platforms around and a driver of innovation in this space.

Whatfix offers a well-made product that allows you to create user flows, knowledge bases, and task lists to get new users engaged and learning. On top of this, their analytics platform is easy to understand and helps you keep track of behavior analytics, guidance analytics, and user feedback all in one place.

What is Whatfix best for?

Similar to Pendo, Whatfix is typically considered for user onboarding, product adoption, and user feedback. Let’s examine Whatfix for these use cases before we compare it to Userpilot.

Whatfix for user onboarding

Whatfix’s digital adoption platform makes your user onboarding easier. The tool helps you create personalized walkthroughs by adopting the learning-by-doing technique.

Here are the benefits you can gain if you choose Whatfix:

  • Create interactive product walkthroughs and flows code-free with native integration options
  • Incorporate different onboarding elements into your flows, including modals, checklists, tooltips, beacons
  • With its user-level segmentation, you can set up basic contextual onboarding to differentiate user experience.

However, Whatfix targets mostly large enterprise companies and might not be the right choice for SMBs or startups. If this is the case, you should be looking for alternative tools to power up your user onboarding.

Whatfix for product adoption

To drive product and user adoption, you need to provide continuous value to your users and provide contextual help across all stages of the customer journey.

Whatfix helps your enterprise company achieve that by unlocking the full potential of user segmentation and in-app guidance.

Here is what you will get with Whatfix product adoption functionality.

  • Create contextual in-app guides to make users get the maximum value of your product.
  • Provide omnichannel support without skyrocketing your customer support goals.
  • Powerful analytics to try new ideas based on real-time data and find ways to optimize the customer experience.

Whatfix for user feedback

If you want to collect user feedback on specific interactions, Whatfix is a good tool to build micro surveys for that

Here’s how you can collect user feedback with Whatfix:

  • With user surveys, you can collect feedback on the onboarding tours and training flows, so you can continuously improve your product support.
  • Whatfix’s in-app feedback surveys make it easy to gather feedback and insights from users in real-time.
  • Add a follow-up question to enable open-minded feedback
  • Send push reminders to customers so they don’t forget about providing feedback

However, if you want to build traditional NPS surveys with response tagging capabilities, then segment customers based on their feedback, Whatfix might not be the best fit for you. This is something that Userpilot offers.

Try a better tool for your SaaS than Whatfix!

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Pendo vs Chameleon vs Userpilot – is Userpilot the best choice?

Userpilot is a powerful product adoption platform that enables you to quickly build personalized, flexible, contextually relevant in-app experiences targeted to different user segments – all without writing a line of code.

What is Userpilot best for?

Userpilot is used for similar use cases as Whatfix and Pendo. Let’s see how Userpilot compares to the tools we discussed before it comes to user onboarding, product adoption, and user feedback.

Userpilot for user onboarding

Userpilot was built specifically for SaaS product teams that want to improve their user onboarding experience and boost user activation.

You can build a huge variety of user onboarding experiences and in-app guidance flows without needing to code.

Here’s what you’ll get when you start using Userpilot:

  • Forget about coding in-app experiences: Userpilot is a no-code solution and only requires your dev to install a line of javascript inside your app and for you to download a chrome extension that opens up the visual builder.
  • Build in-app flows using the largest range of UI patterns (modals, slideouts, tooltips, hotspots, banners) and in-app onboarding experiences (checklists, microsurveys, NPS surveys, in-app resource center)
  • Get access to a built-in NPS tool for collecting and analyzing user sentiment so you can improve your onboarding process based on real data.
  • Create and track combinations of in-app events like clicks, hovers and form fills, and then analyze all these interactions under your own custom events, which can be built without code or API calls.
  • Use advanced product analytics and in-app flows analytics to identify where users need help and create granular user segments to trigger in-app experiences contextually (segment based on user identification data, in-app engagement, custom events, clicks, hovers, form fills, user feedback responses, NPS scores and more)
  • Enhance the onboarding experience with in-app help by launching a Resource Center directly inside your app. Add in-app guides, and video tutorials, and give users access to search the knowledge base or reach out to support. Self-service has never been easier.

The best user onboarding is contextual and it happens right where the users need it, inside your app. There isn’t a better user onboarding tool out there that offers more value for the money than Userpilot.

Schedule a demo with our team and get ready to build the best onboarding experiences your users have seen.

Userpilot for product adoption

Product adoption describes the process of getting users to the point where they are experiencing value from your product.

Userpilot is a powerful product adoption platform that enables you to quickly build personalized and contextual in-app experiences targeted to different user experiences – all without writing a line of code.

It’s a great option for enterprise users too since it’s SOC 2 Type II certified and offers robust features for large-scale usage.

Here are some of Userpilot’s product adoption features that you may find helpful:

  • A broad range of UI patterns to build fully customizable, contextual, and interactive in-app flows: modals, slideouts, tooltips, hotspots, driven actions, banners, and more. And – most importantly – you are not limited by plan when it comes to how many UI patterns or designs you can build.
  • Advanced in-app checklists with built-in gamification elements like progress bars or ”automatically marked complete” tasks: checklists also come with analytics so you can track who is interacting with them and how.
  • Fully interactive walkthroughs walk users through engaging and adopting specific features of your app.
  • The self-service in-app resource center lets users search your knowledge base directly inside the app, access chat, and support but also launch guides and tutorials when they get stuck.
  • User feedback tools allow you to collect insights to improve the product and the user experience, thus leading to a higher product adoption rate. You can also collect NPS data and tag responses to uncover patterns into what makes users stick, or build micro surveys for more granular data. Then you can use all the feedback collected to build user segments based on the answers and personalize the path to higher product adoption for each segment.

Want to see Userpilot in action? Get a demo and improve product adoption with contextual and personalized in-app flows that actually help users.

Userpilot for user feedback

There are two types of feedback you should be focusing on collecting to better understand the health of your product and users.

First, you have user sentiment which looks at user satisfaction and effort scores or loyalty (using NPS surveys). Then you may also want to collect feedback on the functionality of the product or specific features.

You can do all these with Userpilot. In short, you can:

  • Collect and track (NPS) in-app with a built-in NPS widget that allows you to fully customize the survey look and feel, and set the trigger frequency and specific targeting.
  • Analyze NPS scores, tag responses, and use the data to create specific user segments.
  • Build and trigger in-app micro surveys like the classic PMF survey, or similar ones and mix multi-choice and open-ended types of questions to collect specific insights.
  • Be in charge of who gets which survey type and when with advanced segmentation capabilities, and of course, you can use the answers to segment your audience.

The advantage of using Userpilot for collecting feedback over other survey tools is that you can better control who sees the surveys but also you can instantly use the data collected to segment your user base and trigger the right experience for them.

For instance, if your users give you a low NPS score because they think you’re missing a critical feature (that you actually have already), you can push an interactive walkthrough guiding them to find and explore this feature.

Tired of bad Digital Adoption tools? Try Userpilot for your SaaS for free!

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So Which tool should you choose – Pendo, Whatfix, or Userpilot?

As you can see, both Pendo, Whatfix, and Userpilot cater to most of the use cases Product Managers typically look for their SaaS companies. There are some differences between the tools when it comes to how those use cases are executed in each, of course. So if you’re still on the fence – there are two more factors that can make a difference for you – the tools’ pricing, and their reviews. Let’s have a look at both below!

Pendo pricing

Pendo’s pricing is only available to you if you ask for a quote. The company doesn’t list pricing on its site for the higher tiers. However, some reviews say they have prices starting at $20,000-$25,000 per year for a single product, and around $50,000 per year for the mid-tier package.

The tricky part when it comes to Pendo’s pricing is that you get to pay separately for different modules:

  • Pendo Free: up to 500 MAU, single-app, and basic functionality and analytics.
  • Pendo Starter $7000/year: 2,000 MAU limit, multi-app, and access to premium features like NPS but it doesn’t include advanced analytics or integrations
  • Pendo Growth: Custom MAU, single-app, NPS and PES, resource center, and access to support compared to lower plans
  • Pendo Portfolio: Custom MAU, multi-app, cross-journey reports, experimentation, and 1 free integration included.
  • Pendo Premium: Custom MAU, multi-app, everything in other plans plus custom roles and permissions and advanced security
  • Pendo Feedback: collecting feature requests is a separate module with custom pricing.
  • Pendo Adopt: employee onboarding is a separate module with custom pricing

Whatfix pricing

Whatfix doesn’t have any pricing plans on its website. Instead, you’ll need to speak with one of their team members to get a custom quote tailored to your needs and organization.

Otherwise, you can request a free trial to see if Whatfix works for you.

Userpilot pricing

Userpilot offers great value for money compared to other similar tools on the market. Even its entry-level plan (Traction) provides all the necessary features without any usage limit.

The price-to-feature ratio is the best for Userpilot. Other cheaper tools in the market would definitely not fulfill your needs, and others like Pendo would be out of budget. Userpilot sits in that sweet spot. – Saurav S.

The pricing differentiation happens mostly on the service level (e.g. custom domain hosting, dedicated Customer Success Manager, SLA) and is based on the number of Monthly Active Users (MAUs) your company has.

Here’s the detailed Userpilot pricing:

  • Traction: For up to 2500 users, this plan is $249/ mo.
  • Growth: For up to 10,000 users, this plan is $499/ mo.
  • Enterprise: For large-scale businesses, these plans begin from $1000/ mo.

What do users say about Pendo vs Whatfix vs Userpilot?

Pendo reviews

Whatfix reviews

Userpilot reviews

The final countdown: Pros & Cons of Pendo, Whatfix, and Userpilot

Pendo pros

Despite the price and its steep learning curve, Pendo does have a few pros compared to its competitors.

  • Pendo is known for its good and easy-to-use analytics tools like Paths, Retention, and Funnels. (As of Q1 2023, Userpilot will have the same analytics features, with more robust functionality).
  • Pendo has a shareable product-planning tool to organize customer feedback and prioritize high-value features. It helps keep teams aligned with the shared feature-planning guide.
  • It works on web apps and mobile apps so if you need both, this might be a good choice for you.

Pendo cons

Surprisingly for a product engagement tool that claims to be “all in one” you can’t act directly on the user analytics from Pendo in Pendo.

That’s because Pendo doesn’t allow you to target users segmented by in-app events with the in-app guides you’ve built with it.

Here’s a short list of Pendo’s cons:

  • It doesn’t allow you to trigger experiences based on in-app events either. This is probably because of tech debt – but makes Pendo’s analytics pretty much NOT actionable.
  • Pendo offers limited onboarding elements, which means you can’t always create the best experience for your users. If you want checklists these can only be accessed from the Resource Center which defeats the purpose of having them in the first place.
  • Pendo’s pricing is only available to you if you ask for a quote. The company doesn’t list pricing on its site for the higher tiers. However, some reviews say they have prices starting at $20,000-$25,000 per year for a single product, and around $50,000 per year for the mid-tier package. This might be Pendo’s biggest downside.

If you’re looking for a tool that shows you user analytics in real-time and allows you to trigger in-app experiences based on in-app events and user behavior in real-time – Userpilot offers these features (and at a lower price tag too).

Whatfix pros

There are many advantages when it comes to choosing Whatfix. Here are its pros.

  • Easy to create flows, even for non-technical team members.
  • Allows you to develop knowledge bases for self-help solutions.
  • Ideal for both customer and employee onboarding.

Whatfix cons

But at the same time, Whatfix has some cons so it’s better to get an overview if you’re thinking of buying it:

  • User experience issues, including bugs and sometimes spotty customer service.
  • Fewer analytical features and views than you might like.
  • Lacks in-depth style customizations.
  • It’s difficult to integrate some of the scripted code in the admin integration sections without the help of a Whatfix support team member.
  • No free trial option despite it being stated on the homepage.
  • It’s targeted at enterprise accounts so small companies might get ignored.

Userpilot pros

Userpilot has a number of advantages, especially for mid-market SaaS companies looking for a robust but at the same time very easy-to-use, a no-code tool for user onboarding, product adoption, and simplified product analytics. Let’s have a look at the pros of using Userpilot:

  • No-code builder – Userpilot comes with an easy-to-use Chrome Extension builder.
  • Multiple UI patterns – choose from a range of options to build customized flows: modals,
  • slideouts, banners, tooltips, hotspots, and checklists are all at your disposal.
  • UI patterns are not limited by plan – you get access to all of them on every single plan, meaning you get value even with the Traction plan (this is the entry-level one).
  • Engaging walkthroughs and onboarding flows- build interactive walkthroughs targeted to distinct user segments.
  • In-app help – build a resource center offering self-service support to your users, customize it with your branding, and select from a range of help options to boost user satisfaction (i.e. videos, in-app flows, chat, and more).
  • Experimentation – built-in A/B testing for flows lets you explore and quickly iterate based on direct user behavior.
  • Powerful feedback options- integrated NPS surveys with analytics and response tagging unlock insight into how your users feel.
  • Advanced analytics and segmentation- analyze product usage and in-app flow engagement and build user segments using the data.
  • Event tracking and feature tags- tag UI engagement (clicks, form fills, hovers) and group them into one custom event to track what really matters.
  • More value with integrations- unlock value faster with built-in integrations with popular tools like Segment, Amplitude, Mixpanel, Kissmetrics, Intercom, Heap, and more.

Userpilot cons

There are, however, some downsides to Userpilot as well:

  • Browser/web app only – Userpilot won’t run on mobile devices/applications.
  • Doesn’t support employee onboarding- The tool is better suited for customer onboarding than for employee onboarding as you can’t build in-app guides on third-party tools.
  • Missing integrations – doesn’t have built-in integrations with some tools, but it has webhooks, and Hubspot and Zapier are coming soon.
  • Not appropriate for small startups on a shoestring budget (<$100)- Userpilot is a powerful, mid-market to the enterprise-level tool. So $249 a month might be too expensive for really small startups.

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Conclusion

In this post, we’ve discussed how Pendo, Whatfix, and Userpilot compare when it comes to user onboarding, product adoption, and user feedback.

We’ve discussed their features for each use case, pricing, and reviews, as well as the pros and cons. Hopefully, you’ve found these detailed descriptions helpful.

Obviously, we’re a little biased, but we think that Userpilot offers the best value for money, and is unrivaled especially when it comes to user onboarding. Hopefully, you’d like to give Userpilot a chance – see you in the free trial soon! Schedule a demo to get started!

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