Pylon
PylonReviews from AWS customer
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Pylon is great for our CS team
What do you like best about the product?
Honestly, Pylon has been a lifesaver. I love how it’s made chatting with customers on Slack so much easier. We used to miss messages and get overwhelmed, but now, everything’s organized and easy to find. It's like having an extra set of hands helping us out.
What do you dislike about the product?
If I had to nitpick, I’d say the learning curve was a bit steep at the start. There’s a ton of features, which is great, but it was a bit much to take in all at once. Maybe some step-by-step guides or videos for newbies would be handy?
What problems is the product solving and how is that benefiting you?
Pylon has totally changed the game for us in terms of handling customer chats. We used to be all over the place, losing track of conversations. Now, every message gets the attention it deserves. It’s made our team way more efficient and, honestly, our customers can tell the difference. They’re happier, and so are we!
Essential Software for Handling Customer Communications in Slack
What do you like best about the product?
Pylon has significantly eased the challenge of handling the influx of customer requests as we integrate new customers and continue supporting existing ones through Slack. This tool has simplified the tracking of various customer requests, contributing to an outstanding customer experience (CX) as our company grows.
What I particularly appreciate is the ability to assign requests and collaborate internally without the need to involve team members directly in customer conversations. We are utilizing its tag management features to detect trends for better customer service, and the channel/global settings offer the necessary flexibility for scaling.
The team behind Pylon has been excellent to collaborate with, clearly dedicated to their mission of resolving Slack-related challenges!
What I particularly appreciate is the ability to assign requests and collaborate internally without the need to involve team members directly in customer conversations. We are utilizing its tag management features to detect trends for better customer service, and the channel/global settings offer the necessary flexibility for scaling.
The team behind Pylon has been excellent to collaborate with, clearly dedicated to their mission of resolving Slack-related challenges!
What do you dislike about the product?
As with any new tool, there are additional features that would be beneficial. However, the Pylon team is very open to feedback and consistently introduces significant new features.
What problems is the product solving and how is that benefiting you?
Pylon is empowering our Customer Success team to effectively assist our customers via Slack, ensuring that every request is addressed and resolved promptly.
Pylon: An Excellent Choice for Slack-Based Support
What do you like best about the product?
Pylon has upgraded our approach to managing our Slack support. They’ve been incredible from the testing phase to contracting and implementation, the process was exceptionally smooth. The support we received both before and after the purchase has been outstanding, facilitating seamless integration and maintenance. We now efficiently handle dozens of tickets daily through Pylon. Both our support team and users have praised the system for its user-friendliness and unobtrusive nature.
The Pylon team is actively incorporating our feedback into the ongoing development of the product, which makes me very optimistic about its future.
The Pylon team is actively incorporating our feedback into the ongoing development of the product, which makes me very optimistic about its future.
What do you dislike about the product?
I haven't encountered any significant drawbacks.
What problems is the product solving and how is that benefiting you?
Pylon is both our system of engagement and system of record. Initially there was some hesitation on moving all of our support workflows into Pylon but we haven’t looked back since. The product and team are absolutely incredible!
Amazing for managing customers on Slack!
What do you like best about the product?
Pylon has significantly streamlined our ability to assist our prospects and customers on Slack. We use it everyday to simplify our process for managing customer issues effectively, ensuring we don't overlook anything. I also love how discreet it is - it doesn't come across as automated messaging at all. Our teams now spend less time navigating through countless channels daily to track messages. Also, their support is incredible. They offered us a Slack channel we can always get in touch with the team through which also made our implementation and integration very smooth.
What do you dislike about the product?
Haven’t encountered anything they don’t do that we need yet!
What problems is the product solving and how is that benefiting you?
Pylon plays a crucial role in aiding our customers, ensuring they have a smooth experience while implementing our product. It also allows us to refine and enhance response and resolution times because we now have visibility.
Unifies all of my customer issues
What do you like best about the product?
It unifies everything into one place! Previously we were using three different tools for tracking issues and everything was separated. Now, with Pylon, we can work everything in one location.
What do you dislike about the product?
I wish I had known about them sooner ;).
What problems is the product solving and how is that benefiting you?
We receive customer inquiries from multiple channels and Pylon unifies them into one place for us.
Pylon unified our customer issues across Slack and Teams
What do you like best about the product?
That it works not just with Slack, but Teams as well. Most of our customers are enterprise businesses using Teams. Providing support via Teams was a huge pain point before. Now we just answer all questions out of Pylon.
What do you dislike about the product?
It’s great, no complaints so far! They are a relatively new startup so I'm excited to see them ship more features to help replace our other support tools.
What problems is the product solving and how is that benefiting you?
We’re an enterprise SaaS product that’s extremely hightouch so we offer Slack and Microsoft Teams channels to all of our customers. Pylon allows us to create structure and unification around customer issues that come in through either channel.
We love Pylon!
What do you like best about the product?
It feels way more modern than tools I’ve used in the past like Zendesk and Intercom.
What do you dislike about the product?
Nothing so far, the service is easy to use and satisfies our needs.
What problems is the product solving and how is that benefiting you?
It’s helps us track all customer issues and tickets. Right now we’re using their Slack Connect integration but plan on plugging in Email and In-App chat soon as well.
Easy to Use Product to Scale Customer Success
What do you like best about the product?
Our company uses a high-touch customer model which makes Slack-based communication critical to our operating model. However, it's difficult to manage many Slack channels at once. As an executive I lose visibility into inbound and outbound traffic (i.e. SLAs), it's cumbersome to send out mass communications, and we need to ensure that high severity issues are escalated appropriately. Pylon solves all three of these problems for us in an easy to use fashion.
What do you dislike about the product?
I would love to see Pylon replace Zendesk. We have Zendesk today out of necessity to support escalations through customer channels. These escalations go to PagerDuty and JIRA. Zendesk has not seen any product innovation for the past 5 years so I'm keen to find a new best of breed product for my support organization. As of now, Pylon can't cover the full surface area of Zendesk's feature set, but I'm hoping they can close this gap in the next year.
What problems is the product solving and how is that benefiting you?
Pylon allows us to:
1. Manage mass communications to all our customers and partners through Slack without having to copy/paste every single message.
2. Gives us insight into inbound and outbound customer messaging via their analytics offering.
3. Manage customer escalations to the rest of our Customer Success stack.
1. Manage mass communications to all our customers and partners through Slack without having to copy/paste every single message.
2. Gives us insight into inbound and outbound customer messaging via their analytics offering.
3. Manage customer escalations to the rest of our Customer Success stack.
Pylon has helped us scale to 200+ Customer Slack Channels
What do you like best about the product?
The support! They are incredibly quick to respond and we get direct access to the founders through our shared Slack channel with them.
What do you dislike about the product?
Sometimes we encounter issues but the team is SO FAST at resolving them.
What problems is the product solving and how is that benefiting you?
Before Pylon it was absolute chaos. We had ~150 customers and prospects that we had shared Slack channels with and we relied on Slack’s “save for later” feature to keep track of what messages we hadn’t responded to. I can’t imagine going back to that. Now every single customer message is tracked, organized, and assignable. We can get analytics on every single conversation while still meeting our customers on Slack where they want to chat with us.
We could not run our support without Pylon
What do you like best about the product?
They allow us to track all Slack Connect, Slack Community, and Email support all out of one place. Before it was a complete mess. Support issues were being sent in from all three channels and there was little to no process. It was not scalable. Pylon has changed that. Now every issue is tracked, has an SLA, can be assigned, and so much more. So happy we found them.
What do you dislike about the product?
They ship quickly and don’t always update their docs so it’s hard to keep track of what we can use! I often find out about new features way after release.
What problems is the product solving and how is that benefiting you?
It helps us meet our customers on the new platforms they expect to chat with us on (Slack Connect, Community, and Email. This is huge for customer happiness!
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