Pylon
PylonReviews from AWS customer
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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!
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.
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