Pylon

What is Pylon?

Pylon is a specialized customer support platform designed specifically for B2B companies to streamline their post-sales operations. The platform consolidates essential support tools including ticketing systems, multi-channel communication, knowledge base management, and customer portals into a single unified interface. Pylon distinguishes itself through native integrations with popular business tools like Slack, Microsoft Teams, CRM systems, and product management platforms, enabling seamless workflow automation and cross-functional collaboration. The platform emphasizes flexibility and customization, allowing teams to configure workflows, views, and automation rules without requiring dedicated administrative resources.

Key Features

• Multi-Channel Communication Hub

  Native support for Slack, Microsoft Teams, email, chat widgets, and community forums, allowing teams to manage customer interactions across all preferred communication channels from one interface.

• Comprehensive Customer Portal

  Self-service portal where customers can view tickets, submit requests through custom forms, manage team access, and search knowledge base content with unified login capabilities.

• Extensive Integration Ecosystem

  Built-in connections to CRM systems, product management tools, alerting platforms, data warehouses, and incident management systems with custom app development capabilities through APIs and webhooks.

• Knowledge Base Management

  Collaborative editor with rich text capabilities, customizable design options, granular access controls, and unified search functionality for both internal teams and customers.

• Advanced Automation & Analytics

  Configurable triggers, macros, team assignment rules, and comprehensive analytics including workforce management and SLA tracking for operational efficiency.

Use Cases

• B2B Customer Support Teams : Support teams managing complex B2B relationships can centralize ticket management, automate workflows, and maintain consistent communication across multiple channels.
• Post-Sales Implementation : Customer success teams can streamline client onboarding and ongoing support processes with integrated project tracking and stakeholder management tools.
• Product Support Operations : Technical support teams can connect customer issues directly to product development workflows, enabling efficient bug tracking and feature request management.
• Enterprise Account Management : Account managers can leverage CRM integration and customer portals to provide enterprise clients with dedicated support experiences and account visibility.
• Cross-Functional Collaboration : Organizations can break down silos between support, engineering, and sales teams through shared visibility and integrated workflow management.

FAQs