Pylon vs ClearFeed

by Gralio Feb 13, 2025

Pylon and ClearFeed are customer support platforms with distinct strengths. Pylon offers a wider range of integrations and a more comprehensive feature set, while ClearFeed excels in its deep Slack integration and simplified workflow. Pylon is better for businesses needing versatility and robust features, while ClearFeed suits teams prioritizing seamless Slack integration.

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 115 reviews and 60 websites, saving 1 hour, 8 minutes of reading.

Pylon

Website LinkedIn

ClearFeed

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.

ClearFeed is a customer support platform built for companies who use Slack. It helps manage customer conversations happening across multiple Slack channels, turning them into trackable tickets with service level agreements (SLAs). It offers features like automated workflows, GPT-powered responses, and reporting on support team performance. ClearFeed also integrates with popular helpdesk tools like Zendesk, Freshdesk, and Salesforce, allowing for seamless information sharing.

Summary

Main difference

Pylon offers a broader range of integrations, including Microsoft Teams and in-app chat, making it suitable for businesses needing a more versatile platform. ClearFeed focuses on deep Slack integration and a streamlined workflow within Slack, making it ideal for Slack-centric teams.

Relative strengths of Pylon (compared to ClearFeed)

Wider range of integrations (Microsoft Teams, in-app chat, email).
More comprehensive features for customer support (knowledge base, customer portal).
Stronger automation capabilities (AI tagging, status updates).

Relative weaknesses of Pylon (compared to ClearFeed)

Higher pricing, especially for larger teams.
Steeper learning curve due to the extensive feature set.
Limited native integrations with popular CRMs compared to ClearFeed.

Who is using Pylon and ClearFeed?

Marios C.

Founder & GTM Engineer at RevFlow AI

No data

Who should use Pylon VS. ClearFeed

Pylon is a customer support platform ideal for growing B2B SaaS companies, especially those with developer-centric customers. Users praise Pylon's Slack and Microsoft Teams integrations, centralized communication features, and helpful customer support. However, some find the platform expensive and complex. Pylon excels at streamlining workflows with AI-powered automation but could improve its mobile app and expand its native integrations.

ClearFeed is a customer support platform built for Slack, transforming conversations into trackable tickets. It offers automated workflows, GPT-powered responses, and reporting features. Integrates with Zendesk, Freshdesk, and Salesforce. Best for small to medium-sized B2B SaaS companies seeking streamlined workflows and data-driven insights.

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

Best for small to medium-sized businesses.
Ideal for B2B SaaS companies using Slack for customer support.

Pylon and ClearFeed 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

ClearFeed offers a unified inbox supporting email, web chat, Slack, and Microsoft Teams.
AI-assisted knowledge base creation

Not supported

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

Supported

ClearFeed uses AI to create knowledge base articles from resolved issues and offers AI support bots.
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

ClearFeed offers a customer portal for tracking and managing active issues.
Slack integration

Supported

Pylon integrates with Slack, allowing for conversation tracking and issue management within Pylon's platform.

Supported

ClearFeed offers direct Slack integration for notifications.
Internal chat

Not supported

Pylon does not appear to support internal chat.

Partially supported

Internal chat is supported via Slack integration.
Third-party integrations

Partially supported

Pylon integrates with Slack and Microsoft Teams, but Google Drive integration is not documented.

Partially supported

ClearFeed integrates with Slack but not Google Drive or Microsoft Teams.

Qualities

Value and Pricing Transparency

+0.5

Rather positive sentiment

No data
Customer Service

+1

Strongly positive sentiment

+1

Strongly positive sentiment
Ease of Use

+0.94

Strongly positive sentiment

+1

Strongly positive sentiment
Reliability and Performance

+0.89

Strongly positive sentiment

+0.87

Strongly positive sentiment
Ease of Implementation

+0.67

Rather positive sentiment

+0.89

Strongly positive sentiment
Scalability

+1

Strongly positive sentiment

+0.33

Rather positive sentiment

Pylon and ClearFeed Pricing

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

Plans

User sentiment

Rather positive

+0.5

See full Pricing page

ClearFeed offers three products: an external helpdesk for customer support via Slack Connect, an internal helpdesk for employee support on Slack, and integrations between Slack threads and existing ticketing/engineering tools. They offer a 14-day free trial and a 40% discount for small businesses.

Plans

See full Pricing page

Pylon and ClearFeed review insights

115 reviews analysed from

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.

Easy ticket creation and tracking within Slack and integrated ticketing systems.
Seamless integration with popular helpdesk tools (e.g., Zendesk, Freshdesk, Salesforce).
Responsive and attentive customer support team, open to feedback and feature requests.
Automated workflows and improved efficiency in handling support requests.

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.

Synchronization issues between ClearFeed and integrated ticketing systems (e.g., Zendesk) lead to missing updates or formatting errors.
Limited customization options, such as inability to disable ticket status updates in Slack threads.
Pricing model, especially concerning multi-form functionality requiring the Enterprise plan.
Formatting discrepancies between Slack and integrated ticketing systems (e.g., code blocks not rendering correctly).

Pylon and ClearFeed Ratings

G2

5.0/5

(48)

G2

4.8/5

(90)
Glassdoor

4.1/5

(14)

Company health

Employee growth

54% increase in the last year

11% decrease in the last year

Web traffic

28% decrease in the last quarter

16% increase in the last quarter

Financing

May 2024 - $20M

July 2023 - $3M

How do Pylon's broader integrations compare to ClearFeed's Slack-centric approach?

Pylon offers broader integrations encompassing Slack, Microsoft Teams, email, and in-app chat, aiming to consolidate various communication channels. ClearFeed, conversely, focuses primarily on Slack, building its support platform around it and integrating with existing ticketing systems and helpdesk tools to manage Slack-centric workflows. While Pylon offers a more diverse range of integrations, ClearFeed specializes in maximizing support efficiency within the Slack environment.

Which product better handles scaling support as our team grows rapidly?

Pylon is better suited for scaling support with a rapidly growing team. While ClearFeed is suitable for small to medium businesses, its scalability score (0.33) is significantly lower than Pylon's (1). This suggests Pylon is better equipped to handle increasing support demands as your team expands.

What are the advantages of Pylon?

Pylon offers a broader multi-channel approach, integrating Slack, Microsoft Teams, email, and in-app chat, while ClearFeed primarily focuses on Slack-centric support. Pylon also demonstrates stronger growth indicators with significantly higher website traffic and employee growth on LinkedIn, suggesting more momentum and potential scalability. Finally, Pylon's highly rated unified inbox and robust automation features, including AI tagging and status updates, are highlighted as key strengths by users.

What are the disadvantages of Pylon?

Pylon's pricing can be a barrier for smaller teams, especially considering the full feature set might not be fully utilized. The platform's complexity, while offering extensive features, can lead to a steep learning curve for new users. Lastly, Pylon has limited native integrations outside of Slack, Teams, and Email, potentially requiring custom integrations for other essential tools. While the AI features are valuable, some users have reported inconsistencies in their accuracy.

Is Pylon cheaper than ClearFeed?

Yes, ClearFeed is generally cheaper than Pylon. ClearFeed's Starter plan is $24/agent/month while Pylon's starts at $59/agent/month. While ClearFeed has some higher priced options listed, its core offering appears to undercut Pylon's pricing significantly.

Alternatives to Pylon and ClearFeed

Thena

Thena is a customer support platform designed for businesses that primarily use Slack for communication. It allows you to manage customer requests from various sources like email and messaging apps all within Slack. Thena uses AI to automate tasks, such as categorizing requests and summarizing conversations, and provides analytics to track performance. It's best for mid-size B2B companies aiming to streamline their customer support workflow.

Freshservice

Freshservice is a cloud-based IT management software designed for mid-sized to large businesses. It offers a range of tools to streamline IT services, such as help desk ticketing, asset management, incident and problem tracking, and knowledge management. Freshservice aims to simplify IT operations and improve efficiency through automation and AI-powered insights. It boasts a user-friendly interface, making it easy for teams to adopt and use.

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.

Zendesk Support Suite

Zendesk Support Suite is a customer service software solution designed to help businesses of all sizes provide excellent customer support. It offers a range of tools, including messaging, live chat, AI-powered automation, and a self-service help center. It aims to improve agent productivity, personalize customer interactions across various channels (like social media and email), and streamline workflows to increase efficiency. Zendesk emphasizes data-driven decision-making and boasts a user-friendly interface that integrates with numerous other business applications.

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.

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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