Pylon
PylonReviews from AWS customer
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Must-have tool in your Customer Success arsenal
What do you like best about the product?
Pylon has greatly upleveled our approach to customer support and success on Slack. Its ability to oversee and triage support requests in Slack channels is impressive. The AI Conversation Bundling feature, which organizes chat messages into meaningful conversations, has been a game-changer for our pod of CSMs and their efficiency. Plus, the integration with our CRM and support systems, ensuring all customer interactions are logged and actionable, has been crutial to our CSM playbook.
What do you dislike about the product?
Not too much to say here. It took a modicum of time to kickstar and learn the initial setup and integration with our existing systems. Though their team has been a great help.
What problems is the product solving and how is that benefiting you?
The backbone of Customer Success at our company is run on Slack. Pylon has solved our challenge of managing and scaling customer communications within Slack. Previously, tracking and responding to customer queries across hundreds of Slack channels was time-consuming and prone to oversights. Now, with Pylon, we have streamlined this process, saving hours of CSM time daily. The visibility it provides into customer interactions has also been valuable for our entire team, from support to engineering too see what cutomers are/are not getting value from.
Amazing product, even better team - tool has changed the way we work with customers
What do you like best about the product?
Pylon has pretty much changed the customer support the game for us. We use Pylon's Kanban board as a complete replacement for looking through Slack now. We can assign, follow up, track, and even auto tag questions with specific tags. The AI feature to auto adjust the status of tickets (From waiting on us, waiting on them, and closed) is also huge.
We want to be able to respond and resolve questions in our slack community in minutes - without Pylon i'm not sure if that would have been possible as we continue to scale.
They've also implemented some awesome keyboard shortcuts to give it the feel of Superhuman's inbox.
I've been blown away by the team's ability to ship out fixes/features fast and at an extremely high volume.
We want to be able to respond and resolve questions in our slack community in minutes - without Pylon i'm not sure if that would have been possible as we continue to scale.
They've also implemented some awesome keyboard shortcuts to give it the feel of Superhuman's inbox.
I've been blown away by the team's ability to ship out fixes/features fast and at an extremely high volume.
What do you dislike about the product?
These are all already works in progress but:
- Accuracy of AI tags and AI status changes
- Speed of flipping through Kanban (Would love for it to be as fast a Slack)
- Accuracy of AI tags and AI status changes
- Speed of flipping through Kanban (Would love for it to be as fast a Slack)
What problems is the product solving and how is that benefiting you?
We've been using a slack community as a way for our users to reach out to us directly for support. With 4500+ members, and hundreds of tickets (Slack messages) a week from customers, we were having the following issues:
1. Making sure everything was responded to and followed up with
2. Extracting insights from all of the messages we get
3. Measuring our effectiveness in resolve questions (and how long those took).
As awesome as Slack is, it's not built to be a ticketing system - but we want to keep the community for the ease it provides to users.
Pylon has solved all of the issues above + provided value we hadn't even though of initially.
1. Making sure everything was responded to and followed up with
2. Extracting insights from all of the messages we get
3. Measuring our effectiveness in resolve questions (and how long those took).
As awesome as Slack is, it's not built to be a ticketing system - but we want to keep the community for the ease it provides to users.
Pylon has solved all of the issues above + provided value we hadn't even though of initially.
Pylon is the core tool in our customer success workflow
What do you like best about the product?
Pylon has become central to our customer success workflow. Our team monitors Pylon’s triage channel for active issues from customers. Pylon’s automated tracking helps us get back to customer very quickly and make sure there are no dropped balls on open customer requests. Every month we can check how our response times are trending.
The Pylon team also ships new features regularly and we’re always excited to hear about and take advantage of them.
The Pylon team also ships new features regularly and we’re always excited to hear about and take advantage of them.
What do you dislike about the product?
Nothing much really. It used to be difficult to know what all the features of Pylon were we could use, but the team now has great documentation.
What problems is the product solving and how is that benefiting you?
We talk to all of our customers in Slack - without Pylon there would be no way to stay on top of all of our customer requests. Pylon has helped our team know who is in charge of which customer issues and has measurably improved our response time to customers.
A must have for Slack Connect/MS Teams B2B engagement and Support
What do you like best about the product?
A simple integration with Slack, and great sleek design for conversation management.
All the relevant integrations like Intercom, Salesroce, Hubspot, etc are already there.
The Pylon team is responsive and moves fast.
All the relevant integrations like Intercom, Salesroce, Hubspot, etc are already there.
The Pylon team is responsive and moves fast.
What do you dislike about the product?
Still a young product, but all of the must-have items are already there.
What problems is the product solving and how is that benefiting you?
B2B Slack Connect and MS Teams support and engagments.
Pylon: Our Customer Success Home Base
What do you like best about the product?
Pylon makes it not just manageable, but easy for our customer success team to track conversations and justify their work. Our CS team shuttles requests between customers and support or product, and Pylon is basically their copilot.
The Pylon team also has great customer success themselves - they are always launching new features and making sure our team gets value from the product.
The Pylon team also has great customer success themselves - they are always launching new features and making sure our team gets value from the product.
What do you dislike about the product?
No complaints, everything has been great so far. There’s a lot more features that our team would be useful that the Pylon team continues to put out.
What problems is the product solving and how is that benefiting you?
Pylon effectively allows our CSM team which communicates with our customers over Slack to actually manage and track their work. Conversations get bundled into tickets that our CSMs can then execute on. Without Pylon, we were dropping customer requests and struggling to build a process for responding to customers quickly and logging their feedback and support requests.
Improved Support Slack response time by 3x!
What do you like best about the product?
It creates a single source of truth for support tickets (Slack -> Intercom).
What do you dislike about the product?
Some more integrations would be helpful (Salesforce, ...).
What problems is the product solving and how is that benefiting you?
It syncs Slack channels to Intercom.
Pylon makes customer support in Slack scalable
What do you like best about the product?
Pylon works with all of our existing systems seamlessly. We use Intercom to support all our self-service customers and Pylon just works with all the workflows, processes, and reporting we have set up already. The team is also hyper responsive in answering questions and onboarding us onto new features.
What do you dislike about the product?
There’s some manual configuration the Pylon team had to do for us upfront, but after that the product worked smoothly with basically no disruptions from day 1.
What problems is the product solving and how is that benefiting you?
Pylon essentially make Slack support scalable for us. Customers love asking question in our shared channels and Pylon helps pipe those conversations into Intercom where our support team can have a single queue to work out of without us having to scale out our team. We wouldn’t be able to provide nearly as many customers with great customer support without Pylon.
Pylon: Now a "Can't Live Without It" Tool in our CS/CX Suite
What do you like best about the product?
The Pylon team itself is capable, responsive, and extremely helpful. They have built a useful integration with a supporting platform that greatly increases our effectiveness in managing customer Slack channels along with our traditional ticket-based support system. The tool has become so integrated into our daily use that we really would not want to imagine life without it!
What do you dislike about the product?
As with any new tool, we found a found a few edge cases during our proof of concept. However, those were quickly and effectively addressed by the Pylon team, giving me confidence to move forward with full production use of the platform in our critical support workflows.
What problems is the product solving and how is that benefiting you?
It essentially bridges the gap between Slack-based user support and traditional support ticketing systems. This allows our teams to be more effecient and ensure that no customer Slack-based support discussions are lost in the shuffle.
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