The main topic? Shelterluv\u2019s transition from Pendo to Userpilot and how it improved their customer experience.<\/p>\n
Dive in to find out what happened.<\/p>\n
TL;DR<\/h2>\n\n- Challenge<\/strong>: Shelterluv found Pendo <\/a>too complex to use. As a result, they only used a limited set of features like in-app messaging<\/a> and NPS surveys<\/a>, which didn\u2019t justify the high price tag.<\/li>\n
- Solution<\/strong>: Shelterluv decided to switch to Userpilot due to better value for money, ease of use, and responsive customer support. They use it for in-app messaging, flow analytics,<\/a> segmentation, and onboarding checklists<\/a>.<\/li>\n
- Results<\/strong>: The switch to Userpilot helped Shelterluv improve customer experience<\/a> and reduce support workload<\/a> through better-targeted in-app messaging.<\/li>\n
- Userpilot is a superior product growth tool than Pendo. It offers more competitive pricing, a wider range of engagement UI patterns<\/a>, better experimentation capabilities, real-time analytics <\/a>updates, and better customer support compared to Pendo. Book the demo<\/a> to find out more!<\/li>\n<\/ul>\n\n\n\n
![](\"https:\/\/userpilot-website-assets.s3.us-west-2.amazonaws.com\/wp-content\/uploads\/2023\/11\/06101950\/usp-fav-dark.png\")
<\/p>\n
Try Userpilot and Take Your Product Growth to the Next Level<\/h3>\n\nGet a Demo<\/a><\/p>\n\n- 14 Day Trial<\/li>\n
- No Credit Card Required<\/li>\n<\/ul>\n<\/div>\n<\/div>\n
![\"\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/01\/userpilot-features-preview.png\")
<\/div>\n<\/div>\n<\/div>\nChallenge: Overcoming Pendo\u2019s high cost and product complexity<\/h2>\n
Shelterluv had a few issues with Pendo<\/a>.<\/p>\nFirst, Pendo was too complex to use.<\/p>\n
One of the biggest feedback the team had about Pendo was like, we just don’t know how to use it. And it’s hard to figure out. We don’t have the time to just like, sit and read through everything to figure out how to use it.
\n– <\/em>Matthew Brown, Senior Customer Solutions Manager at Shelterluv<\/p><\/blockquote>\nAs a result, they didn\u2019t use it to its full potential. In fact, they used it for in-app messaging <\/a>and NPS surveys<\/a> only. And the latter was buggy. Their customer support was also slow, which was another nail in the coffin.<\/p>\nGiven the limited usage, the high cost of Pendo\u2019s <\/a>solution was very difficult to justify, especially after they phased out Pendo for Startups<\/a>, and the price nearly doubled.<\/p>\nSolution: Transitioning to Userpilot for better value for money and ease of use<\/h2>\n
Despite concerns about migration from Pendo, Shelterluv decided to switch to Userpilot.<\/p>\n
The main reason?<\/p>\n
Userpilot offered better value for money and was easier to use.<\/p>\n
The migration turned out to be not that complex, and after 1-2 weeks, they had Userpilot up and running.<\/p>\n
This was possible thanks to Userpilot\u2019s super responsive customer support<\/a> team:<\/p>\nUserpilot\u2019s support agent was super responsive to any of the questions that our product manager had<\/a> and gave her the resources in a way that was easy for her to share with the rest of the team.
\n– <\/em>Matthew Brown, Senior Customer Solutions Manager at Shelterluv<\/p><\/blockquote>\nCurrently, Shelterluv uses Userpilot for:<\/p>\n
\n- In-app messaging.<\/li>\n
- Flow analytics<\/a>.<\/li>\n
- Segmentation<\/a>.<\/li>\n
- Onboarding checklists<\/a>.<\/li>\n<\/ul>\n
They also plan to use Userpilot\u2019s feedback and analytics <\/a>functionality in the future.<\/p>\nTalking of features… Matthew was impressed by Userpilot\u2019s roadmap <\/a>and the pace at which Userpilot launched new features. There was nothing like that at Pendo during the 1+ year he used it.<\/p>\nResults: Improved customer communication and reduced support workload<\/h2>\n
How effective was the Userpilot switch?<\/p>\n
Shelterluv managed to improve how they share information with customers. That\u2019s because the in-app messages<\/a> they created were better targeted and offered customers exactly what they needed.<\/p>\nThis improved the customer experience and reduced the workload of the support team. As the communication is more effective, they have fewer tickets<\/a> to deal with.<\/p>\nIn support and onboarding, Userpilot has been a time saver and has reduced the workload of a lot of the agents because we’re able to use in-app messaging to share information at scale.
\n– <\/em>Matthew Brown, Senior Customer Solutions Manager at Shelterluv<\/p><\/blockquote>\nUserpilot \u2013 a superior product growth tool than Pendo<\/h2>\n
How does Userpilot stack up against Pendo<\/a>?<\/p>\nFor starters, Userpilot\u2019s pricing is more competitive. It offers pretty much the same features at a fraction of Pendo\u2019s cost.<\/p>\n
What\u2019s worse, some of Pendo\u2019s features, like the AI-writing assistant or localization<\/a>, aren\u2019t included in the plans. You need to buy them as add-ons – nothing like that in Userpilot.<\/p>\n![\"shelterluv](\"https:\/\/images.storychief.com\/account_6827\/userpilot-pricing-shelterluv_c1c2a9113c17ef1fda5b652641ac6b11_800.png\")
<\/picture>Userpilot<\/a> pricing.<\/figcaption><\/figure>\nWhen it comes to the engagement layer, Userpilot supports more UI patterns than Pendo. These include\u00a0modals, tooltips<\/a>, banners<\/a>, slideouts, hotspots, and driven actions.<\/p>\nIn Pendo, you only get banners, tooltips<\/a>, and lightboxes (like modals<\/a>).<\/p>\n![\"Userpilot](\"https:\/\/images.storychief.com\/account_6827\/userpilot-ui-patterns_d524e4cc9c6db106b3de15d9f294be21_800.png\")
<\/picture>Userpilot<\/a> UI patterns.<\/figcaption><\/figure>\nUserpilot offers greater experimentation <\/a>capabilities: you can conduct 3 different kinds of A\/B and multivariate tests<\/a>. They allow you to compare the performance of various onboarding flows <\/a>and in-app messages. In contrast, Pendo has only basic guide A\/B testing features.<\/p>\n![\"A\/B](\"https:\/\/images.storychief.com\/account_6827\/experiments-shelterluv_f09d2b59d008a1bfe067f10c0ec4dd3b_800.png\")
<\/picture>A\/B and multivariate testing in Userpilot<\/a>.<\/figcaption><\/figure>\nPendo is well-known for its analytics capabilities<\/a>. However, the product is lacking in a few ways.<\/p>\nFor example, Userpilot updates analytics dashboards<\/a> in real time, while Pendo only refreshes data once per hour. And it can even take an additional 15 minutes to finish updating the data during high-volume periods. This restricts your ability to respond to new developments in time.<\/p>\n![\"Userpilot](\"https:\/\/d37oebn0w9ir6a.cloudfront.net\/account_6827\/dashboard-shelterluv_c7b0a98649fc362e5efc9e547d879d33.gif\")
<\/picture>Userpilot<\/a> offers real-time data updates.<\/figcaption><\/figure>\nFinally, as Matthew mentioned, Userpilot provides better customer support than Pendo.<\/p>\n
Userpilot\u2019s Growth and Enterprise customers can get assistance by email, live chat, and phone. And they get a dedicated customer success manager <\/a>to help them implement the product and maximize its value<\/a>. Pendo offers only an online helpdesk, live chat, Slack, and scheduled video conferencing support.<\/p>\nConclusion<\/h2>\n
Although Pendo is a more established platform than Userpilot, Shelterluv found it lacking in a few key areas.<\/p>\n
The product is more expensive and less intuitive to use, which means they couldn\u2019t get its full value. To make matters worse, their support was slow to respond.<\/p>\n
Fortunately, they weren\u2019t discouraged by how complex migration from Pendo to Userpilot originally seemed to be and successfully switched to a superior product to offer a better experience to their customers.<\/p>\n
Want to follow in their footsteps? Book the demo!<\/a><\/p>\n
<\/p>\n
Try Userpilot and Take Your Product Growth to the Next Level<\/h3>\n\nGet a Demo<\/a><\/p>\n\n- 14 Day Trial<\/li>\n
- No Credit Card Required<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n
Challenge: Overcoming Pendo\u2019s high cost and product complexity<\/h2>\n
Shelterluv had a few issues with Pendo<\/a>.<\/p>\nFirst, Pendo was too complex to use.<\/p>\n
One of the biggest feedback the team had about Pendo was like, we just don’t know how to use it. And it’s hard to figure out. We don’t have the time to just like, sit and read through everything to figure out how to use it.
\n– <\/em>Matthew Brown, Senior Customer Solutions Manager at Shelterluv<\/p><\/blockquote>\nAs a result, they didn\u2019t use it to its full potential. In fact, they used it for in-app messaging <\/a>and NPS surveys<\/a> only. And the latter was buggy. Their customer support was also slow, which was another nail in the coffin.<\/p>\nGiven the limited usage, the high cost of Pendo\u2019s <\/a>solution was very difficult to justify, especially after they phased out Pendo for Startups<\/a>, and the price nearly doubled.<\/p>\nSolution: Transitioning to Userpilot for better value for money and ease of use<\/h2>\n
Despite concerns about migration from Pendo, Shelterluv decided to switch to Userpilot.<\/p>\n
The main reason?<\/p>\n
Userpilot offered better value for money and was easier to use.<\/p>\n
The migration turned out to be not that complex, and after 1-2 weeks, they had Userpilot up and running.<\/p>\n
This was possible thanks to Userpilot\u2019s super responsive customer support<\/a> team:<\/p>\nUserpilot\u2019s support agent was super responsive to any of the questions that our product manager had<\/a> and gave her the resources in a way that was easy for her to share with the rest of the team.
\n– <\/em>Matthew Brown, Senior Customer Solutions Manager at Shelterluv<\/p><\/blockquote>\nCurrently, Shelterluv uses Userpilot for:<\/p>\n
\n- In-app messaging.<\/li>\n
- Flow analytics<\/a>.<\/li>\n
- Segmentation<\/a>.<\/li>\n
- Onboarding checklists<\/a>.<\/li>\n<\/ul>\n
They also plan to use Userpilot\u2019s feedback and analytics <\/a>functionality in the future.<\/p>\nTalking of features… Matthew was impressed by Userpilot\u2019s roadmap <\/a>and the pace at which Userpilot launched new features. There was nothing like that at Pendo during the 1+ year he used it.<\/p>\nResults: Improved customer communication and reduced support workload<\/h2>\n
How effective was the Userpilot switch?<\/p>\n
Shelterluv managed to improve how they share information with customers. That\u2019s because the in-app messages<\/a> they created were better targeted and offered customers exactly what they needed.<\/p>\nThis improved the customer experience and reduced the workload of the support team. As the communication is more effective, they have fewer tickets<\/a> to deal with.<\/p>\nIn support and onboarding, Userpilot has been a time saver and has reduced the workload of a lot of the agents because we’re able to use in-app messaging to share information at scale.
\n– <\/em>Matthew Brown, Senior Customer Solutions Manager at Shelterluv<\/p><\/blockquote>\nUserpilot \u2013 a superior product growth tool than Pendo<\/h2>\n
How does Userpilot stack up against Pendo<\/a>?<\/p>\nFor starters, Userpilot\u2019s pricing is more competitive. It offers pretty much the same features at a fraction of Pendo\u2019s cost.<\/p>\n
What\u2019s worse, some of Pendo\u2019s features, like the AI-writing assistant or localization<\/a>, aren\u2019t included in the plans. You need to buy them as add-ons – nothing like that in Userpilot.<\/p>\nUserpilot<\/a> pricing.<\/figcaption><\/figure>\nWhen it comes to the engagement layer, Userpilot supports more UI patterns than Pendo. These include\u00a0modals, tooltips<\/a>, banners<\/a>, slideouts, hotspots, and driven actions.<\/p>\nIn Pendo, you only get banners, tooltips<\/a>, and lightboxes (like modals<\/a>).<\/p>\nUserpilot<\/a> UI patterns.<\/figcaption><\/figure>\nUserpilot offers greater experimentation <\/a>capabilities: you can conduct 3 different kinds of A\/B and multivariate tests<\/a>. They allow you to compare the performance of various onboarding flows <\/a>and in-app messages. In contrast, Pendo has only basic guide A\/B testing features.<\/p>\nA\/B and multivariate testing in Userpilot<\/a>.<\/figcaption><\/figure>\nPendo is well-known for its analytics capabilities<\/a>. However, the product is lacking in a few ways.<\/p>\nFor example, Userpilot updates analytics dashboards<\/a> in real time, while Pendo only refreshes data once per hour. And it can even take an additional 15 minutes to finish updating the data during high-volume periods. This restricts your ability to respond to new developments in time.<\/p>\nUserpilot<\/a> offers real-time data updates.<\/figcaption><\/figure>\nFinally, as Matthew mentioned, Userpilot provides better customer support than Pendo.<\/p>\n
Userpilot\u2019s Growth and Enterprise customers can get assistance by email, live chat, and phone. And they get a dedicated customer success manager <\/a>to help them implement the product and maximize its value<\/a>. Pendo offers only an online helpdesk, live chat, Slack, and scheduled video conferencing support.<\/p>\nConclusion<\/h2>\n
Although Pendo is a more established platform than Userpilot, Shelterluv found it lacking in a few key areas.<\/p>\n
The product is more expensive and less intuitive to use, which means they couldn\u2019t get its full value. To make matters worse, their support was slow to respond.<\/p>\n
Fortunately, they weren\u2019t discouraged by how complex migration from Pendo to Userpilot originally seemed to be and successfully switched to a superior product to offer a better experience to their customers.<\/p>\n
Want to follow in their footsteps? Book the demo!<\/a><\/p>\n
Get a Demo<\/a><\/p>\n Shelterluv had a few issues with Pendo<\/a>.<\/p>\n First, Pendo was too complex to use.<\/p>\n One of the biggest feedback the team had about Pendo was like, we just don’t know how to use it. And it’s hard to figure out. We don’t have the time to just like, sit and read through everything to figure out how to use it. As a result, they didn\u2019t use it to its full potential. In fact, they used it for in-app messaging <\/a>and NPS surveys<\/a> only. And the latter was buggy. Their customer support was also slow, which was another nail in the coffin.<\/p>\n Given the limited usage, the high cost of Pendo\u2019s <\/a>solution was very difficult to justify, especially after they phased out Pendo for Startups<\/a>, and the price nearly doubled.<\/p>\n Despite concerns about migration from Pendo, Shelterluv decided to switch to Userpilot.<\/p>\n The main reason?<\/p>\n Userpilot offered better value for money and was easier to use.<\/p>\n The migration turned out to be not that complex, and after 1-2 weeks, they had Userpilot up and running.<\/p>\n This was possible thanks to Userpilot\u2019s super responsive customer support<\/a> team:<\/p>\n Userpilot\u2019s support agent was super responsive to any of the questions that our product manager had<\/a> and gave her the resources in a way that was easy for her to share with the rest of the team. Currently, Shelterluv uses Userpilot for:<\/p>\n They also plan to use Userpilot\u2019s feedback and analytics <\/a>functionality in the future.<\/p>\n Talking of features… Matthew was impressed by Userpilot\u2019s roadmap <\/a>and the pace at which Userpilot launched new features. There was nothing like that at Pendo during the 1+ year he used it.<\/p>\n How effective was the Userpilot switch?<\/p>\n Shelterluv managed to improve how they share information with customers. That\u2019s because the in-app messages<\/a> they created were better targeted and offered customers exactly what they needed.<\/p>\n This improved the customer experience and reduced the workload of the support team. As the communication is more effective, they have fewer tickets<\/a> to deal with.<\/p>\n In support and onboarding, Userpilot has been a time saver and has reduced the workload of a lot of the agents because we’re able to use in-app messaging to share information at scale. How does Userpilot stack up against Pendo<\/a>?<\/p>\n For starters, Userpilot\u2019s pricing is more competitive. It offers pretty much the same features at a fraction of Pendo\u2019s cost.<\/p>\n What\u2019s worse, some of Pendo\u2019s features, like the AI-writing assistant or localization<\/a>, aren\u2019t included in the plans. You need to buy them as add-ons – nothing like that in Userpilot.<\/p>\n When it comes to the engagement layer, Userpilot supports more UI patterns than Pendo. These include\u00a0modals, tooltips<\/a>, banners<\/a>, slideouts, hotspots, and driven actions.<\/p>\n In Pendo, you only get banners, tooltips<\/a>, and lightboxes (like modals<\/a>).<\/p>\n Userpilot offers greater experimentation <\/a>capabilities: you can conduct 3 different kinds of A\/B and multivariate tests<\/a>. They allow you to compare the performance of various onboarding flows <\/a>and in-app messages. In contrast, Pendo has only basic guide A\/B testing features.<\/p>\n Pendo is well-known for its analytics capabilities<\/a>. However, the product is lacking in a few ways.<\/p>\n For example, Userpilot updates analytics dashboards<\/a> in real time, while Pendo only refreshes data once per hour. And it can even take an additional 15 minutes to finish updating the data during high-volume periods. This restricts your ability to respond to new developments in time.<\/p>\n Finally, as Matthew mentioned, Userpilot provides better customer support than Pendo.<\/p>\n Userpilot\u2019s Growth and Enterprise customers can get assistance by email, live chat, and phone. And they get a dedicated customer success manager <\/a>to help them implement the product and maximize its value<\/a>. Pendo offers only an online helpdesk, live chat, Slack, and scheduled video conferencing support.<\/p>\n Although Pendo is a more established platform than Userpilot, Shelterluv found it lacking in a few key areas.<\/p>\n The product is more expensive and less intuitive to use, which means they couldn\u2019t get its full value. To make matters worse, their support was slow to respond.<\/p>\n Fortunately, they weren\u2019t discouraged by how complex migration from Pendo to Userpilot originally seemed to be and successfully switched to a superior product to offer a better experience to their customers.<\/p>\n Want to follow in their footsteps? Book the demo!<\/a><\/p>\n\n
<\/div>\n<\/div>\n<\/div>\nChallenge: Overcoming Pendo\u2019s high cost and product complexity<\/h2>\n
\n– <\/em>Matthew Brown, Senior Customer Solutions Manager at Shelterluv<\/p><\/blockquote>\nSolution: Transitioning to Userpilot for better value for money and ease of use<\/h2>\n
\n– <\/em>Matthew Brown, Senior Customer Solutions Manager at Shelterluv<\/p><\/blockquote>\n\n
Results: Improved customer communication and reduced support workload<\/h2>\n
\n– <\/em>Matthew Brown, Senior Customer Solutions Manager at Shelterluv<\/p><\/blockquote>\nUserpilot \u2013 a superior product growth tool than Pendo<\/h2>\n
![\"shelterluv](\"https:\/\/images.storychief.com\/account_6827\/userpilot-pricing-shelterluv_c1c2a9113c17ef1fda5b652641ac6b11_800.png)
<\/picture>![\"Userpilot](\"https:\/\/images.storychief.com\/account_6827\/userpilot-ui-patterns_d524e4cc9c6db106b3de15d9f294be21_800.png)
<\/picture>![\"A\/B](\"https:\/\/images.storychief.com\/account_6827\/experiments-shelterluv_f09d2b59d008a1bfe067f10c0ec4dd3b_800.png)
<\/picture>![\"Userpilot](\"https:\/\/d37oebn0w9ir6a.cloudfront.net\/account_6827\/dashboard-shelterluv_c7b0a98649fc362e5efc9e547d879d33.gif)
<\/picture>Conclusion<\/h2>\n