Pylon vs DevRev

by Gralio Feb 22, 2025

Pylon and DevRev offer distinct approaches to customer management. Pylon excels in streamlining support operations, while DevRev focuses on integrating customer feedback into product development. Pylon's strength lies in its deep Slack and Teams integrations, while DevRev shines in its AI-powered insights and broader integration capabilities. Choose Pylon for enhanced support workflow and DevRev for a customer-centric development process.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 154 reviews and 60 websites, saving 1 hour, 21 minutes of reading.

Pylon

Website LinkedIn

DevRev

Website LinkedIn Twitter

About

Pylon is a customer support platform designed for growing B2B companies. It allows you to manage customer interactions from various channels like Slack, Microsoft Teams, email, and in-app chat, all within a single platform. Pylon offers tools for tracking customer issues, automating workflows, analyzing support data, and collaborating with your team. It also provides features like a knowledge base, customer portal, and integrations with popular business tools. Pylon aims to help businesses streamline their customer support operations and improve efficiency.

DevRev is a software platform designed for technology companies, particularly those offering Software as a Service (SaaS). It combines customer support tools with product development features, aiming to improve how companies understand and respond to customer needs. DevRev offers tools for managing customer interactions, tracking product issues, and planning development, all within a single platform. Its standout feature is its use of AI and data analysis to connect customer feedback directly with product development decisions. This helps companies build better software by bridging the gap between customer support and development teams.

Summary

Main difference

Pylon is a customer support platform best suited for B2B SaaS companies looking to streamline support operations through Slack and Microsoft Teams. DevRev, on the other hand, focuses on connecting customer feedback with product development, making it ideal for tech companies prioritizing customer-driven development.

Relative strengths of Pylon (compared to DevRev)

Strong Slack and Microsoft Teams integrations for centralized communication.
Excellent conversation organization and tracking.
Workflow automation through AI tagging and status updates.

Relative weaknesses of Pylon (compared to DevRev)

Can be expensive, especially for smaller teams.
Limited native integrations beyond Slack, Teams, and Email.
Steep learning curve due to the extensive feature set.

Who is using Pylon and DevRev?

Marios C.

Founder & GTM Engineer at RevFlow AI

No data

Who should use Pylon VS. DevRev

Pylon is a customer support platform ideal for growing B2B SaaS companies, especially those with developer-centric customers. It excels at centralizing communication from various channels like Slack and Microsoft Teams. Users praise its automation features and responsive customer support. However, some find the platform's extensive features overwhelming and the pricing high.

DevRev is a software platform designed for tech companies, especially SaaS providers, that integrates customer support with product development. Users praise its modern interface and AI-driven insights, while some note that the Turing AI chatbot and UI polish could be improved. It streamlines feedback integration to enhance customer satisfaction and build better software.

Best for small to mid-sized B2B SaaS companies.
No specific industry fit.

Best for small to medium-sized businesses, especially SaaS providers.
Ideal for technology companies aiming to unify customer support and product development.

Pylon and DevRev features

Supported

Partially supported

Not supported

Type in the name of the feature or in your own words tell us what you need

Unified inbox for support interactions

Supported

Pylon offers a unified inbox for various support channels, including Slack, email, and in-app chat.

Partially supported

DevRev supports a unified inbox with email and Slack integrations, but other channels are not confirmed.
AI-assisted knowledge base creation

Not supported

Pylon uses AI for customer support but not for knowledge base creation.

Supported

DevRev offers AI assistance for drafting and refining articles within its self-learning knowledge base.
Customer portal for active issue tracking

Partially supported

Pylon offers a customer portal that may support team-based issue tracking, but it is not explicitly confirmed.

Supported

DevRev provides a customer portal where stakeholders can view and track their team's active issues.
Reporting features

Supported

Pylon offers reporting features including support metrics, CSAT analytics, and custom reports.

Supported

DevRev provides customizable reporting and analytics that can be tailored to measure support team performance, ticket trends, and customer satisfaction.
Internal chat

Not supported

Pylon does not appear to support internal chat.

Not supported

DevRev does not appear to offer internal chat, focusing instead on customer-facing communication.
App usage report

Unknown

App usage reports are not explicitly mentioned in Pylon's documentation.

Supported

DevRev supports generating reports about application usage.

Qualities

Value and Pricing Transparency

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Customer Service

No data

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Ease of Use

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Reliability and Performance

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Ease of Implementation

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Scalability

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Pylon and DevRev Pricing

Pylon offers support system for various sizes of teams. The pricing is per seat and billed monthly or annually (with a discount).

Plans

See full Pricing page

No data

We couldn't find a pricing page for DevRev.

Pylon and DevRev review insights

Users love

Pylon offers seamless integration with Slack and Microsoft Teams, centralizing customer communications.
The platform excels at organizing and tracking customer conversations, ensuring no message is missed.
Pylon\'s automation features, like AI tagging and status updates, streamline workflows and save time.
The customer support team is highly responsive and helpful, providing excellent assistance.
Pylon is constantly evolving, with new features and improvements released regularly.

Highly responsive and helpful customer support team.
Modern and intuitive interface, a significant upgrade from competitors like Zendesk.
Seamless integration with other tools and platforms.
Powerful AI-driven insights and analytics for customer support and product development.
Extensive customization options and a flexible API for tailoring the platform.

Users dislike

Pylon can be expensive for its full feature set, especially for smaller teams.
The product has a lot of features, which can be overwhelming for new users. A more gradual learning curve would be helpful.
Limited native integrations beyond Slack, Teams, and Email. More integrations with popular CRMs and support tools would enhance its value.
While the AI features are promising, their accuracy can vary. Some users have reported inconsistencies in AI tagging and status updates.
The mobile app experience could be improved to match the robustness of the web app.

The Turing AI chatbot in-app needs improvement.
Some areas of the user interface still need polish.
Limited customization options for user titles and account merging.
Mobile app notifications could be more streamlined.
Python support is lacking in some areas.

Pylon and DevRev Ratings

G2

5.0/5

(48)

G2

4.5/5

(121)
TrustPilot

3.7/5

(1)
Glassdoor

4.7/5

(143)

Company health

Employee growth

54% increase in the last year

61% increase in the last year

Web traffic

28% decrease in the last quarter

12% decrease in the last quarter

Financing

May 2024 - $20M

April 2024 - $151M

How does DevRev's product-centric approach compare to Pylon's support-focused design?

DevRev and Pylon differ significantly in their core focus. Pylon centers around providing a comprehensive support platform, streamlining communication and issue tracking across various channels. DevRev, on the other hand, adopts a product-centric approach, integrating support functionalities with product development tools. This allows DevRev to connect customer feedback directly to the product development lifecycle, aiming to build better software based on user needs, while Pylon prioritizes efficient and organized support operations.

Which platform better integrates with existing tools for B2B SaaS companies?

DevRev better integrates with existing tools for B2B SaaS companies. It offers integrations with Jira, Slack, Salesforce, and other tools, providing a more comprehensive integration ecosystem compared to Pylon's focus on Slack and Microsoft Teams. This broader integration approach makes DevRev more suitable for companies utilizing a wider range of tools in their workflows.

What are the advantages of Pylon?

Pylon offers tighter integration with Slack and Microsoft Teams, making it advantageous for teams heavily reliant on these platforms for communication. It's praised for its streamlined approach to organizing and tracking customer conversations, potentially leading to fewer missed messages and improved response times. Pylon's automation features, including AI-powered tagging and status updates, can streamline workflows and save time for support teams. Furthermore, its highly responsive customer support team receives positive user feedback.

What are the disadvantages of Pylon?

Pylon's pricing can be a barrier for smaller teams, especially considering its full feature set. Users have reported a steep learning curve due to the numerous features, potentially overwhelming new users. The limited native integrations beyond Slack, Teams, and Email might necessitate custom integrations for some users. While AI features are present, their accuracy and consistency have been questioned. Finally, some users have expressed dissatisfaction with the mobile app experience compared to the web application.

Alternatives to Pylon and DevRev

HubSpot Service Hub

HubSpot Service Hub is a customer service platform designed to help businesses manage customer interactions and improve satisfaction. It offers tools like a shared inbox, live chat, and automation to streamline support processes. The platform focuses on providing a unified view of the customer journey and uses AI to automate tasks and provide insights. HubSpot Service Hub aims to help businesses scale their customer service operations efficiently, leading to improved customer retention and business growth.

ClickUp

ClickUp is a comprehensive work management platform designed to consolidate various work processes into one centralized location. It offers a wide array of features including task management, project planning, document collaboration, communication tools, goal setting, and automation options. ClickUp aims to enhance team collaboration, improve visibility across projects, and streamline workflows for increased productivity regardless of team size or industry.

Tidio

Tidio is a customer service platform designed for small and medium businesses. It uses AI-powered chatbots to automate conversations, answer questions, and offer support to website visitors 24/7. This can help your team manage a high volume of inquiries, potentially reducing response times and increasing customer satisfaction. Tidio also offers live chat, allowing for real-time interaction with customers when needed. Key features include website visitor tracking, customizable automated messages, and integration with popular business tools like Shopify and Mailchimp.

Froged

Froged is a software platform designed specifically for businesses that sell software (SaaS). It helps these companies manage and improve their interactions with their customers. Froged provides tools to guide customers on how to use the software effectively, communicate with them through various channels like email and chat, and track how they are using the product. The goal is to help businesses keep their customers happy and using their software, ultimately increasing sales and reducing customer loss.

Confluence

Confluence is a collaborative workspace designed to streamline teamwork and knowledge sharing. It allows you to create, organize, and collaborate on documents, projects, and ideas in one central hub. This eliminates scattered information and keeps everyone on the same page. Confluence integrates with other tools and is highly customizable to adapt to various team needs, from product launches to marketing strategies.

Salesforce Service Cloud

Salesforce Service Cloud is a customer service platform designed to help businesses of all sizes manage customer interactions and support requests. It offers a range of tools, including case management, live chat, and self-service portals, all within a single platform. Using AI, it aims to personalize customer experiences, automate routine tasks, and provide data-driven insights to improve service operations and boost agent productivity. Salesforce Service Cloud integrates with other Salesforce products and can be customized for various industries, making it a comprehensive solution for managing customer service.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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