Pylon's Customer Operations Platform

Communicating with customers is a vital core of every business, with chats and resolves traditionally done through email. With this form of communication often cluttered and clogged, an increasing number of teams have searched for alternatives like conversational apps.

Apps like Slack, Microsoft Teams, and Discord are amongst the most common apps used by companies, whether as a way to respond to customer feedback or resolve issues support teams can fix. Conversations in these apps tend to be impossible to keep track of, however, calling for a more improved solution.

Pylon, a YC-backed startup co-founded by Marty Kausas, Robert Eng, and Advith Chelikani, brings that solution into light with its B2B customer operations platform and AI-driven communication tools.

Scaling Conversation and Support

Most conversational apps, while helpful in communications, weren’t designed for message tracking and management, which are crucial for companies and especially teams required to handle abundant, pilling amounts of customer feedback, complaints, and overall support every single day. 

Pylon’s tools and features give support and customer success teams the ability to properly handle communications and customer messages without having to leave behind the efficiency that Slack, Discord, and Microsoft Teams provide. 

Pylon’s system allows customer success teams to view and gather customer messages that have entered any customer channels into one bundled message, which Pylon calls conversational tickets, using AI. Pylon AI continues to update the bundle of messages according to the same topics or similar contexts.

Conversational tickets can be especially helpful when one has lost track of customer messages or does not have the ability to respond to a customer quickly. Any message received can be accessed and handled through Pylon’s Triage Channels and Kanban Board.

The Triage Channel essentially functions as an in-slack to-do list feed for teams to stay on top of customer messages, with all conversations automatically posted and sorted according to the companies they are working with. The Kanban Board provides extra visibility, allowing teams to track all conversations across all customer channels all at once.

Depending on the stage of communication, each conversation is assigned statuses such as open, in progress, or closed.

Support and Analytics

In cases where a company’s support and customer success teams aren’t bound into one, Pylon’s support integration tool lets success teams and/or customers turn conversational tickets into support tickets that are directly sent to support teams.

One of the ways to open a support ticket includes Pylon AI’s detection of a customer’s message leading to a support question, followed by a help button which customers can choose to click. Customers can also react to their message using a help emoji or tag a company’s support line.

All support tickets made in a Slack thread are automatically synced with CRMs like Hubspot and Salesforce, as well as external support systems like Zendesk, allowing support teams to respond without leaving their tool.

To provide support and customer success teams with a collection of data for more efficient workflows in the future, Pylon analyzes all conversational and support tickets and segments them into various categories, from total issues over time to the time it takes for teams to reach a resolution.

Speed and Security

According to Pylon, its tools have helped increase customer retention by 11%, made deal cycles move four times faster, and saved about 30 minutes of an agent’s time, in both support and success teams, per day. 

Storytell.ai, one of Pylon’s customers, has said that while sending messages to over 500 slack channels would usually take 3 days now only takes 3 minutes, courtesy of Pylon. 

To ensure that every data collected and analyzed remains secure and safeguarded, Pylon employs various security measures and is SOC 2 Type II, HIPAA, as well as ISO 27001 certified. 

Last March, Pylon raised a seed funding of $3.2M led by General Catalyst alongside Y Combinator, HorizonVC, Comma Capital, and several angel investors. The company plans to continuously develop its tools and expand its team to 10 by the end of the year, focusing on diversity and finding the best fit for every available role.

Meme & AI-Generated Picture

Job Posting

• Pylon - Senior Software Engineer - San Francisco, CA (In-Office)

• DataDog - Product Solutions Architect 3, RUM - San Francisco, CA (Hybrid)

• Nayya - Senior Data Analytics Manager - New York City, NY (Hybrid)

• Whoop - Senior Electrical Engineer - Boston, MA (Hybrid)

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