Pylon
PylonReviews from AWS customer
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Without Pylon we would not be able to handle our support burden
What do you like best about the product?
- Slack Channel Integration: Being able to get notifications whenever a customer responds to an arbitrary thread allows us to make sure we don't leave questions unanswered. This translates to happy customers and less churn!
- Automatic kanban board: Pylon uses AI to organize each support thread into a state. This is helpful so that we don't have to manually triage the messages that are coming in.
- Automatic kanban board: Pylon uses AI to organize each support thread into a state. This is helpful so that we don't have to manually triage the messages that are coming in.
What do you dislike about the product?
- Modularity: Pylon has a lot of features but for our simple use case we only need the Kanban board + centralized slack channel. Would be great if we didn't have to subscribe to the whole product for a simple use case.
What problems is the product solving and how is that benefiting you?
- Reducing response time on customer support issues
- Tracking all support issues to ensure nothing falls through the cracks
- Tracking all support issues to ensure nothing falls through the cracks
The new Zendesk.. but better!
What do you like best about the product?
I absolutely love how Pylon integrates with Slack Connect. It's fantastic to manage customer conversations right where we're already working. Adding Email into the mix means we catch every message, making our support super responsive and accessible.
What do you dislike about the product?
Setup could be smoother but after onboarding it’s been great!
What problems is the product solving and how is that benefiting you?
Pylon has made handling customer support through Slack a breeze. With efficient routing and SLA tracking, we're not just answering queries; we're providing timely, informed support. It's like we've got a backstage pass to faster, more personalized customer service, keeping everyone happy and coming back for more.
As a DevTool, B2B Support Happens in Slack
What do you like best about the product?
They white-glove onboarded us and got it setup within 2 days.
What do you dislike about the product?
No Discord support and we have some customers that prefer that (I don't know why)
What problems is the product solving and how is that benefiting you?
We don't miss support requests in Slack or over email because of Pylon.
The best purchase we made in 2023
What do you like best about the product?
It helps us track all of our customer Slack conversations in one place and does a great job at grouping messages together (even when unthreaded) into tracked issues.
What do you dislike about the product?
Very happy with Pylon so far! Great product!
What problems is the product solving and how is that benefiting you?
Almost all of our prospects AND customers talk to us over Slack Connect. At some point (~10-15 customer requests per day) we started to drop messages because it was too difficult to track everything. We started looking for solutions and then saw Pylon on LinkedIn. It has completely solved our scaling pains and given us a way to track all prospect and customer issues.
Switched from Zendesk to Pylon
What do you like best about the product?
It allows us to track customer issues across all the places we chat with customers including Slack, Microsoft Teams, and Email. I didn’t realize you could set something up this seamlessly.
What do you dislike about the product?
A guide on “understanding Pylon” for Zendesk users could’ve been helpful for the transition phase but other than that the team loves it!
What problems is the product solving and how is that benefiting you?
The switch to Pylon has solved a multitude of problems for us. Firstly, the integration with Slack, Teams, and Email has streamlined our customer communications immensely. We're no longer juggling between platforms, which has significantly reduced our response times and improved overall customer satisfaction. Secondly, Pylon’s ability to organize and prioritize conversations has helped us maintain a better overview of our customer interactions, ensuring that no query goes unnoticed. It's a smoother, more efficient system that has undoubtedly elevated our customer support quality.
Pylon is Our Secret Sauce for Slack and Teams
What do you like best about the product?
Pylon has been a game-changer. It allows us to have a unified platform for managing customer interactions across Slack Connect, Microsoft Teams, and Email. This unification not only streamlines our workflow but also ensures that no customer query goes unnoticed. Additionally, the integration with Salesforce is invaluable, allowing us to view live Salesforce plan data while addressing customer issues and to sync our activity data for running effective RevOps workflows.
What do you dislike about the product?
Nothing really to complain about. We love it.
What problems is the product solving and how is that benefiting you?
Before Pylon, we struggled with disseminating product updates efficiently, managing customer requests scattered across different platforms, and lacked basic support tooling like issue assignment and SLA alerts. Pylon addressed these pain points effectively. The ability to broadcast updates to multiple channels, segment them based on Salesforce fields, and leverage advanced support features has significantly improved our response and resolution times. Moreover, the detailed metrics on issue volume and customer engagement have been crucial in enhancing our support. The synchronization with Salesforce has enabled us to set up RevOps workflows, like tracking engagement with prospects and customers, which has been instrumental in our growth and customer retention strategies.
Pylon has allowed us to scale our customers in Slack
What do you like best about the product?
Their customer support is the best of any of our vendors. We have a shared Slack channel with them and they almost always respond within minutes to our requests. The team is also very transparent about what they will or will not be building. We've had experiences with other vendors who say that have something or will build it soon, but it never materializes. The Pylon team is honest and straightforward which makes working with them a pleasure.
What do you dislike about the product?
There isn't anything to dislike at this point. As we scale more we'll see if there's anything we need that they don't yet have but so far so good.
What problems is the product solving and how is that benefiting you?
As we began to scale we worried that we'd no longer be able to offer shared Slack channels to customers. With Pylon, we now feel comfortable always offering it as an option to customers we want to keep close. This is essential for us because we sell to developers, who love to talk to us on Slack.
Makes managing customers on Slack easy
What do you like best about the product?
It allows us to actually meet our customers on Slack. Before Pylon I wasn’t sure that we’d be able to talk to our customers over Slack Connect channels at scale. Now I feel confident we could scale to hundreds of channels which will make our customers happy and help us close more deals.
What do you dislike about the product?
I still feel like I’m learning about new features every time I use it, so more customer education on everything available would be great!
What problems is the product solving and how is that benefiting you?
Our CS team has an easy way to track customer issues, send product updates to customers, sync activities to our CRM, and turn conversations into Jira tickets for our internal team. It’s making us a lot more efficient overall and gives me hope that having our customers on Slack will actually scale.
Pylon is great for our CS team
What do you like best about the product?
Honestly, Pylon has been a lifesaver. I love how it’s made chatting with customers on Slack so much easier. We used to miss messages and get overwhelmed, but now, everything’s organized and easy to find. It's like having an extra set of hands helping us out.
What do you dislike about the product?
If I had to nitpick, I’d say the learning curve was a bit steep at the start. There’s a ton of features, which is great, but it was a bit much to take in all at once. Maybe some step-by-step guides or videos for newbies would be handy?
What problems is the product solving and how is that benefiting you?
Pylon has totally changed the game for us in terms of handling customer chats. We used to be all over the place, losing track of conversations. Now, every message gets the attention it deserves. It’s made our team way more efficient and, honestly, our customers can tell the difference. They’re happier, and so are we!
Essential Software for Handling Customer Communications in Slack
What do you like best about the product?
Pylon has significantly eased the challenge of handling the influx of customer requests as we integrate new customers and continue supporting existing ones through Slack. This tool has simplified the tracking of various customer requests, contributing to an outstanding customer experience (CX) as our company grows.
What I particularly appreciate is the ability to assign requests and collaborate internally without the need to involve team members directly in customer conversations. We are utilizing its tag management features to detect trends for better customer service, and the channel/global settings offer the necessary flexibility for scaling.
The team behind Pylon has been excellent to collaborate with, clearly dedicated to their mission of resolving Slack-related challenges!
What I particularly appreciate is the ability to assign requests and collaborate internally without the need to involve team members directly in customer conversations. We are utilizing its tag management features to detect trends for better customer service, and the channel/global settings offer the necessary flexibility for scaling.
The team behind Pylon has been excellent to collaborate with, clearly dedicated to their mission of resolving Slack-related challenges!
What do you dislike about the product?
As with any new tool, there are additional features that would be beneficial. However, the Pylon team is very open to feedback and consistently introduces significant new features.
What problems is the product solving and how is that benefiting you?
Pylon is empowering our Customer Success team to effectively assist our customers via Slack, ensuring that every request is addressed and resolved promptly.
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