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Pylon description
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.
Who is Pylon best for
Pylon is a robust customer support platform ideal for growing B2B SaaS companies. Users praise its seamless integrations with Slack and Microsoft Teams, centralized communication management, and powerful automation features that streamline workflows. While some users find the platform feature-rich and potentially pricey, Pylon consistently receives accolades for its responsive customer support and continuous product development.
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Pylon is a great fit for small to mid-sized B2B companies
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While Pylon caters to various industries, it particularly shines within the B2B SaaS space.
Pylon features
| Supported Pylon supports the ability to categorize and structure knowledge articles for easy navigation through its knowledge base features. |
| Supported Pylon supports customizable workflows, allowing users to define, create, and modify workflows according to their specific needs. |
| Supported Pylon supports generating reports on individual agent performance, including metrics such as the number of tickets handled, response times, and customer satisfaction ratings. |
| Supported Pylon offers robust KPI tracking capabilities, encompassing metrics like average response time, resolution time, and customer satisfaction directly within its platform. |
| Supported Pylon allows real time article editing and commenting. |
| Supported Pylon provides a unified platform to manage customer interactions across various channels. |
| Supported Pylon provides robust ticketing system with features like automated routing and SLA management. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Pylon reviews
We've summarised 46 Pylon reviews (Pylon G2 reviews) and summarised the main points below.
- 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.
- 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.
Pylon pricing
The commentary is based on 4 reviews from Pylon G2 reviews.
Pylon's pricing is not discussed in detail in these reviews, but users praise its value and ability to deliver immediate benefits. However, one user expresses a desire for modular pricing options to better suit smaller use cases.
Users sentiment
See the Pylon pricing page.
Starter
Get started our basic support system for small teams.
Professional
Design a support engine for growing teams.
Enterprise
Scale quickly, securely, and offer a premium customer experience.
Pylon alternatives
Thena
Thena is a Pylon alternative that is more deeply integrated with Slack and might be a better fit if your team relies heavily on Slack for communication.
HubSpot Service Hub
It's a much better fit for Enterprise customers and more suitable for a wider range of industries. However, keep in mind that it has a negative pricing sentiment and is growing slower.
Tidio
More suitable for small to medium businesses and has a stronger focus on e-commerce and retail.
Salesforce Service Cloud
Much better fit for Enterprise customers and more suitable for larger companies. Salesforce Service Cloud is growing slower and has a more negative pricing sentiment.
Zowie
More focused on e-commerce automation and chatbot support. It is growing faster and is perceived as easier to use, but there are some concerns about reliability.
Zendesk Support Suite
Better for larger companies and offers a wider range of industry applications. It has a broader integration ecosystem but receives more negative feedback on pricing and customer support. However, Zendesk Support Suite is growing faster than Pylon.
Pylon FAQ
What is Pylon and what does Pylon do?
Pylon is a customer support platform designed for B2B SaaS companies. It allows you to manage customer interactions from various channels like Slack, Microsoft Teams, and email within a single platform. It offers tools for tracking customer issues, automating workflows, and collaborating with your team.
How does Pylon integrate with other tools?
Pylon integrates with communication platforms like Slack and Microsoft Teams, centralizing customer interactions. While it offers some native integrations, more integrations with popular CRMs and support tools would enhance its connectivity.
What the main competitors of Pylon?
Pylon competitors include Thena, HubSpot Service Hub, and Zendesk Support Suite. These alternatives offer similar features like omnichannel communication, automation, and analytics to help businesses manage customer support efficiently.
Is Pylon legit?
Pylon is a legitimate customer support platform. It has positive reviews on G2, with users praising its integrations, organization, and helpful support team. Pylon is safe to consider, especially if you need a platform that excels in Slack and Microsoft Teams integration.
How much does Pylon cost?
Pylon's pricing starts at $59 per seat per month for the Starter plan. They also offer Professional and Enterprise plans with additional features at higher price points.
Is Pylon customer service good?
Based on reviews, Pylon's customer support team is highly responsive and helpful, providing excellent assistance. Users highlight the team's commitment to addressing issues and incorporating user feedback.
Reviewed by
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 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.