Pylon
PylonReviews from AWS customer
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Game-Changer for Any Growing Company!
What do you like best about the product?
As the Head of Customer Success at a fast-growing startup, I use Pylon every single day, and it’s become essential for managing our growing customer base. The standout feature for me is hands down the exceptional support team. They are always listening to feedback and ready to help us with anything we need—true partners in our growth journey. The platform itself is intuitive, and we’ve never encountered any major learning curve or integration headaches, which is a huge plus. Proud to be an early adopter of Pylon!
What do you dislike about the product?
Honestly, I can’t think of anything negative. Pylon has been a seamless experience for our team, and I’ve only got great things to say!
What problems is the product solving and how is that benefiting you?
Pylon is solving the challenge of managing multiple customer interactions efficiently, especially as we onboard new clients almost every day. With external Slack channels for most of our customers, Pylon ensures that we respond quickly to any customer request, helping us maintain a high level of service. Additionally, the In-Chat Widget has been a game-changer, allowing our customers to ask questions right where they are, while seamlessly streamlining everything to a single platform on our side. This has significantly improved our team’s workflow and response times.
Pylon Experience
What do you like best about the product?
It's intuitive to use and easy to create different rules and triggers for tickets to route where they need to. It's helped to standarize customer support requests and processes. Support is responsive and it's a daily tool useful in many scenarios. Integrating with other tools is simple and straightforward
What do you dislike about the product?
Some features could work better such as notifications and reassignment of old chats assigned to offline agents.
What problems is the product solving and how is that benefiting you?
Standarizing customer's issues to be able to manage entire CS teams and gather data from customer's requests to serve them better.
Finally, a Modern Support Platform
What do you like best about the product?
The Pylon team is consistently willing to listen to product feedback and innovate to meet our needs. Rather than building a subpar product where apps have to be purchased to get the product to best serve your team, as is the case for many support platforms, Pylon is focusing on building an excellent base product with features such as round robin assignment, AI infused workflows, etc., natively.
What do you dislike about the product?
As one would expect, a newer product does mean there are potential UX improvements or features that haven't yet been considered. There are opportunities for improvement in that realm.
What problems is the product solving and how is that benefiting you?
We manage support via Slack, and Pylon is the only reason we're able to achieve the level of customer support we have!
A must have tool
What do you like best about the product?
I love how now I can keep track of all my conversations with the customers, I can leave internal notes with details so that the entire team has all the information about the subject in the conversation and now I am not missing any thread and it made my job a looooot easier. Really love it and highly recommend it!
And I love the fact that now it analyses other threads and helps me with a response for the customer from looking at similar conversations.
And I love the fact that now it analyses other threads and helps me with a response for the customer from looking at similar conversations.
What do you dislike about the product?
Nothing. IT's all amazing and I love it!
What problems is the product solving and how is that benefiting you?
making sure that I do not miss any threads + leaving internal notes for each conversation. Life saver!
Amazing tool, improved our workflows from day 1
What do you like best about the product?
The most amazing thing it that it's brings value from day one. In our case, we just connect Slack to Pylon, and we've gathered insights and analytics for our work on Slack.
What do you dislike about the product?
Cannot mention something that I don't like, when I have feedback, I share it with their great team who is very responsive and they help me right on the spot.
What problems is the product solving and how is that benefiting you?
It helps me turn Slack conversations into support tickets, count and report on Slack volumes and monitor all the Slack activity and make sure nothing is lost.
Efficient and Comprehensive B2B Support with Pylon
What do you like best about the product?
Pylon is a robust, ticketing system is easy to navigate and helps our support team manage inquiries efficiently, features, such as auto-assigning tickets and setting up triggers for priority issues, have been a massive time-saver. Integration with CRM systems is seamless, allowing us to maintain a unified customer view and deliver top-notch service without switching between platforms
What do you dislike about the product?
Although Pylon offers a wealth of features, the customization options for certain workflows could be improved. For example, integration with Microsoft Teams can be somewhat complex and requires additional configuration. Additionally, the customer-facing portal lacks detailed information, which can make it challenging for clients to find the resources they need without reaching out to support directly.
What problems is the product solving and how is that benefiting you?
Pylon has significantly improved our ability to manage and resolve support tickets in a timely manner, leading to higher customer satisfaction. Its integration capabilities enable us to provide personalized support based on historical data, while the automated workflows ensure that nothing slips through the cracks. The analytics and reporting tools have been invaluable for tracking team performance and identifying areas for improvement, ultimately enhancing both customer retention and internal efficiency.
Great product, solves a real problem
What do you like best about the product?
Super easy to use! Team is super responsive as well.
What do you dislike about the product?
So far, no problems , keep up the good work!
What problems is the product solving and how is that benefiting you?
I can keep track of all the customer tickets across different slack apps and email
Slack-first Support
What do you like best about the product?
Simple, intuitive support interface. Communicate and manage your Issues in Slack. Your entire company has visibility and you don't have to switch systems constantly to sync data or update statuses. Great customer support from the Pylon team as well.
What do you dislike about the product?
Integration of Slack with MSFT Teams via Pylon is limited, but that's more to do with limitations of Teams than Pylon.
What problems is the product solving and how is that benefiting you?
Customers want to work in Slack. We work in Slack. Pylon lets us support our customers where they want to communicate with us. We love not having to use an additional, traditional "ticketing" system.
Really intuitive design and love the slack integration
What do you like best about the product?
The ability to work in a simple format across multiple integrations with a dynamic team
What do you dislike about the product?
Some additional customization would be helpful
What problems is the product solving and how is that benefiting you?
Making it easy to have a central place for communication
Pylon is great for building customer relationships through support
What do you like best about the product?
The slack channel integration is really easy to use and set up. Whenever we have new customers they are able to contact us easily through email/chat/slack. The Pylon team is also super responsive and great to work with - I migrated our support chat from Intercom to Pylon and they helped me through the process.
What do you dislike about the product?
Minor bugs but nothing breaking/functionally impacting my day-to-day
What problems is the product solving and how is that benefiting you?
Supporting many customers who have lots of issues
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