Pylon

The support system for B2B companies.

Paid

Description

Pylon provides a unified support system designed specifically for B2B companies. It centralizes customer interactions from various channels, including Slack Connect, In-App Chat, Email, and Microsoft Teams, into a single inbox. This allows support teams to manage conversations efficiently and offer tiered support options.

The platform incorporates AI capabilities such as Article Copilot for drafting support articles from resolutions, AI Autofill for automatic issue categorization, and AI Support Bots to automate responses. Pylon also facilitates customer relationship management through features like Account Views for organizing customer data, Product Updates for broadcasting news, and a Customer Portal for issue transparency. It supports workflow automation with triggers and macros, offers detailed reporting, and integrates seamlessly with CRM, product management, alerting, and other business tools.

Key Features

Unified Inbox: Consolidates customer support from 8+ channels (Slack Connect, In-App Chat, Email, Microsoft Teams, Ticket Forms, Slack Community).
AI Automation: Features Article Copilot (AI article drafting), AI Support Bot, and AI Autofill (auto-categorizes issues).
Knowledge Base: Host a help center or internal knowledge base with articles and collections.
Customer Portal: Offers a shared view for customers to see their team's active support issues and statuses.
Account Management: Provides dedicated views to store, track, and organize customer data.
Workflows: Utilize Triggers and Macros to codify business processes and streamline common responses.
Integrations: Connects natively with Product (Jira, etc.), CRM, Alerting, Data Warehouse, Incident Management tools, and supports Custom Apps via API/Webhooks.
Product Updates: Broadcast new features, newsletters, and outage notifications to customers.
Reporting & Analytics: Offers insights into support metrics, CSAT, workforce analytics, and SLA compliance.