Pylon
PylonReviews from AWS customer
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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
Streamline support quickly
What do you like best about the product?
The slack integratoin is the biggest time saver for my organization. We're able to meet our customers where they're at, while still managing and triaging requests on a laid out dashboard. Its helpful to not switch back and forth 24/7 between email, zendesk, slack, teams etc. Though, the option is always there if needed.
What do you dislike about the product?
Nothing to share. Webinars / learning sessions could be helpful on a regular caedence to make sure I'm using it for all its value.
What problems is the product solving and how is that benefiting you?
Pylon has allowed us to intake support reuqests at the snap of a finger. Users can get help the same way from us the way they would ask a friend or neighbor. It provides a conversational way to help out, provide context, and integrates nicely with other tools.
Pylon Rocks
What do you like best about the product?
Easiest customer support software I've used
What do you dislike about the product?
Missing a couple of features here and there but the team is great at shipping
What problems is the product solving and how is that benefiting you?
Helps us resolve customer tickets in a timely manner
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