Pylon
PylonReviews from AWS customer
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Small learning curve after which productivity increased a lot
What do you like best about the product?
Many features so you can use what you need and ignore the ones that may be over complicating things.
What do you dislike about the product?
There is a learning curve, although small. But they also have material to help.
What problems is the product solving and how is that benefiting you?
Customer support. Too many channels of incoming messages that need to be routed.
Very good so far
What do you like best about the product?
Easy and intuitive flow, communicative team
What do you dislike about the product?
Lots of information, can b tricky to navigate sometimes
What problems is the product solving and how is that benefiting you?
Tracking, organization
Very easy to use
What do you like best about the product?
Pylon provides all the communication tools and features that I need. Simple, straightforward, clean look, resourceful, with shortcuts. It is also AI-powered and makes writing to customers about issues very easy. The support team is also very responsive.
What do you dislike about the product?
Not a dislike, but areas for improvement. For example, right now there are no options to re-order the list (on customer, on hold, on you, new)
What problems is the product solving and how is that benefiting you?
Communication with customers is made very easy.
Solid B2B support platform with great Slack integration
What do you like best about the product?
Pylon makes it incredibly easy to centralize customer support across Slack, Teams, and email in one place. The AI-powered triage and routing significantly reduce our response times, and the integration with our existing CRM workflows means our team can stay in context without constantly switching between tools. The centralized case management gives us real visibility into customer health and support activity.
What do you dislike about the product?
The AI agents still feel somewhat limited - they work best when you have excellent documentation, but they struggle with nuanced product understanding. The knowledge base editor is basic and could use more formatting options. Some advanced Account Intelligence features feel like they are still early-stage. It would be great to see deeper Salesforce integration and a native mobile app for on-the-go support monitoring.
What problems is the product solving and how is that benefiting you?
Pylon solves the problem of fragmented support channels by bringing Slack, Teams, email, and in-app chat into a single unified inbox. This eliminates the need for our team to juggle multiple tools and context-switch constantly. The AI-powered routing and triage helps us prioritize urgent customer issues, and the centralized case management gives us better visibility into customer interactions and team performance.
Why I keep coming back to Pylon
What do you like best about the product?
The omnichannel support with AI triggers to help direct workflow allow us to stay op top of issues and not allow customer requests to fall through the cracks.
The AI powered notebooks mean we can always have up to date account plans for every account which is a HUGE time saver for the CS team.
The AI powered notebooks mean we can always have up to date account plans for every account which is a HUGE time saver for the CS team.
What do you dislike about the product?
Pylon's Account Management functionality for complex enterprise accounts that may have many different sub accounts is still in its infancy. Its my one knock but given the speed at which they are developing I hope they have it fixed soon.
What problems is the product solving and how is that benefiting you?
They are helping us keep the context from our support tickets (as well as calls and emails) in one place for all of our clients allowing us to rapidly scale with a lean CS team.
Unmatched Customer Support platform - nothing else like it
What do you like best about the product?
The ability to connect to literally anything (slack in particular) + the account management features. Pylon has allowed us to grow to +150 B2B 3PL clients with a very small, lean team
What do you dislike about the product?
I have no bad things to say. Every update or change we needed, was eventually built.
What problems is the product solving and how is that benefiting you?
Organization, account management, and holding the department accountable.
Pylon is the best!
What do you like best about the product?
The tool's AI functionalities are super helpful. The product is always evolving and customer support/success is top tier.
What do you dislike about the product?
Nothing! I love the product. There are some UI enhancements that would be nice, but they are very minor.
What problems is the product solving and how is that benefiting you?
Pylon helps us continue to provide our customers with exceptional customer support. We are able to stay close to them and build meaningful partnerships because of Pylon's integrations with our other systems and tools.
Consolidates Customer Context Across Channels with Fast, Responsive Support
What do you like best about the product?
We love the ability to consolidate conversations and context from a wide variety of sources, such as Slack, email, and meetings, and then use AI to glean critical insights from all of that data. For the first time, we can see everything happening with a customer in a single place. On top of that, our CSM and the Support team are very responsive - we've seen defects fixed the same day they were reported!
What do you dislike about the product?
The biggest issue at the moment is that there's no mobile app, and the browser experience is challenging on a phone. And while they're releasing new features and functionality at an astonishing rate (which is fantastic because the new features are often what we'd want to see added to the product), some of the features aren't as completely thought out as they could be, so we find ourselves submitting a lot of enhancement requests. I also wish that the ability to create custom reports was part of the Professional plan.
What problems is the product solving and how is that benefiting you?
They're solving not only the ability to track signals from a variety of sources in one place, but also to use AI to help us understand customer sentiment and spot concerns or opportunities at any point in time.
Promising Slack-Integrated Support, But Needs Improvement
What do you like best about the product?
I like Pylon for how it creates intimacy between our support engineers and our customers, allowing us to provide caring and personal support. It helps us maintain a real relationship with our customers as we support them through Slack and supports a large number of customer channels. I also appreciate that when our customers reach out through Slack, they are talking directly with the engineers who know their environment. Pylon keeps that context organized without forcing us into a ticket-queue mentality, resulting in faster resolutions and customers who feel like they have a real partner, not a help desk.
What do you dislike about the product?
A few areas stand out. First, the support experience is inconsistent. Their reps are responsive on initial contact, but follow-through on subsequent requests is often lacking. Second, and more importantly, the product direction feels concerning. New features ship in a half-baked state with just enough to announce, but lack the depth to actually use them effectively, and then they quietly get abandoned. It feels like the roadmap is chasing breadth over quality. As a company that built its reputation on being the modern, Slack-native alternative to legacy ticketing systems, it has been disappointing to watch the product inch closer to becoming what it was supposed to replace.
What problems is the product solving and how is that benefiting you?
Pylon supports us in maintaining real relationships with customers through Slack, allowing us to manage many customer channels. It organizes context without a ticket-queue mentality, resulting in faster resolutions and customers feeling like they have a real partner.
Intuitive Support Tool with Room for AI Improvement
What do you like best about the product?
I find Pylon to be a great single pane of glass for providing support. We use it as our main way to provide support to thousands of customers, and it's a lot better than the software we upgraded from. Our support is a differentiator in deals, and Pylon plays a crucial role in enabling that effectively. I also appreciate how intuitive Pylon is to set up and use.
What do you dislike about the product?
I think Pylon AI agents leave some stuff to be desired. It depends on documentation being excellent, but unfortunately, we don't have excellent documentation. That limits the product capability. Also, it doesn't understand the product very well. We've been using Claude hooked up to our core repository, which works better than Pylon's AI agents. It needs a lot of improvement. Feature requests and collation using AI are not often used.
What problems is the product solving and how is that benefiting you?
I use Pylon to provide support to thousands of customers. It's better than our previous software and serves as our main support tool.
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