Pylon Features
What are the features of Pylon?
Platform
- Mobile User Support
- Customization
- User, Role, and Access Management
- Integration
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Ticket Collaboration
Communication Channels
- Customer Portal
- Email to Case
Internal Use
- Customization
Pylon Categories on G2
Filter for Features
Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. 21 reviewers of Pylon have provided feedback on this feature. | 79% (Based on 21 reviews) | |
Customization | As reported in 20 Pylon reviews. Allows users to customize chat colors, text, logos, and branding. | 86% (Based on 20 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 21 Pylon reviews. | 89% (Based on 21 reviews) | |
Integration | Based on 22 Pylon reviews. Integrates with other customer service software to improve support and enhance functionality | 95% (Based on 22 reviews) | |
Reporting | As reported in 22 Pylon reviews. Provides analytics tools that reveal important business metrics and track progress | 92% (Based on 22 reviews) | |
Dashboards | Displays important metrics relating to performance This feature was mentioned in 22 Pylon reviews. | 93% (Based on 22 reviews) |
Ticket and Case Management
Ticket Creation User Experience | As reported in 22 Pylon reviews. User Experience of creating and submitting a ticket | 98% (Based on 22 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response This feature was mentioned in 22 Pylon reviews. | 98% (Based on 22 reviews) | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions 22 reviewers of Pylon have provided feedback on this feature. | 97% (Based on 22 reviews) | |
Automated Response | As reported in 19 Pylon reviews. Respond to common requests with standard reply | 94% (Based on 19 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) 20 reviewers of Pylon have provided feedback on this feature. | 98% (Based on 20 reviews) |
Attachments/Screencasts | As reported in 18 Pylon reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 97% (Based on 18 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives 18 reviewers of Pylon have provided feedback on this feature. | 97% (Based on 18 reviews) | |
Customer/Contact Database | As reported in 17 Pylon reviews. Central repository for account and contact information | 94% (Based on 17 reviews) |
Communication Channels
Customer Portal | Based on 19 Pylon reviews. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 96% (Based on 19 reviews) | |
Email to Case | Based on 19 Pylon reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 96% (Based on 19 reviews) | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live 17 reviewers of Pylon have provided feedback on this feature. | 98% (Based on 17 reviews) | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks This feature was mentioned in 14 Pylon reviews. | 90% (Based on 14 reviews) |
Communication
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. This feature was mentioned in 17 Pylon reviews. | 88% (Based on 17 reviews) | |
Notifications | Delivers notifications to both sides of the conversation. 16 reviewers of Pylon have provided feedback on this feature. | 94% (Based on 16 reviews) | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. This feature was mentioned in 14 Pylon reviews. | 87% (Based on 14 reviews) | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. 16 reviewers of Pylon have provided feedback on this feature. | 98% (Based on 16 reviews) | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. This feature was mentioned in 14 Pylon reviews. | 89% (Based on 14 reviews) |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 20 Pylon reviews. | 86% (Based on 20 reviews) | |
Conversation Archiving | Archives conversations in a separate location for later reference. This feature was mentioned in 14 Pylon reviews. | 100% (Based on 14 reviews) | |
Lead Development | Enables employees to denote potential customers. This feature was mentioned in 13 Pylon reviews. | 82% (Based on 13 reviews) | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. 14 reviewers of Pylon have provided feedback on this feature. | 95% (Based on 14 reviews) | |
Team Inbox | As reported in 14 Pylon reviews. Provides a central location for help requests, helping employees respond sooner. | 96% (Based on 14 reviews) | |
Customer Profiles | Based on 14 Pylon reviews. Allows for the creation of profiles for contacts and customers. | 95% (Based on 14 reviews) |
Channels
Multi-Channel Coverage | Software incorporates multiple digital communications channels. 12 reviewers of Pylon have provided feedback on this feature. | 96% (Based on 12 reviews) | |
Open Listening | Based on 12 Pylon reviews. Allows incorporation of inbound contacts from non-marketing channels. | 85% (Based on 12 reviews) | |
Physical Media | Includes physical media (mail, flyers, billboards, etc.) in the channels mix. This feature was mentioned in 12 Pylon reviews. | 67% (Based on 12 reviews) |
Design
Communications Strategy Development | Allows planning and deployment of an overall communications strategy. 11 reviewers of Pylon have provided feedback on this feature. | 88% (Based on 11 reviews) | |
Create Content | As reported in 11 Pylon reviews. Includes or integrates with content creation apps. | 76% (Based on 11 reviews) | |
Personalization | Based on 11 Pylon reviews. Outbound communications are segmented and personalized. | 88% (Based on 11 reviews) | |
Inbound Identification | Based on 11 Pylon reviews. Inbound contacts are identified and handled based on history. | 85% (Based on 11 reviews) | |
Regulatory Compliance | As reported in 11 Pylon reviews. Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. | 98% (Based on 11 reviews) |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. | Not enough data | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. | Not enough data | |
Contextual Engagement | Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | Not enough data | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. | Not enough data |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. | Not enough data | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. | Not enough data | |
Transcripts | Maintains a transcript of conversations from all channels. | Not enough data | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. | Not enough data |
Generative AI
AI Text Generation | Based on 13 Pylon reviews. Allows users to generate text based on a text prompt. | 92% (Based on 13 reviews) | |
AI Text Summarization | Based on 13 Pylon reviews. Condenses long documents or text into a brief summary. | 92% (Based on 13 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | As reported in 11 Pylon reviews. Allows users to generate text based on a text prompt. | 67% (Based on 11 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. This feature was mentioned in 11 Pylon reviews. | 68% (Based on 11 reviews) |
