Pylon Pros and Cons

As the Head of Customer Success at a fast-growing startup, I use Pylon every single day, and it’s become essential for managing our growing customer base. The standout feature for me is hands down the exceptional support team. They are always listening to feedback and ready to help us with anything we need—true partners in our growth journey. The platform itself is intuitive, and we’ve never encountered any major learning curve or integration headaches, which is a huge plus. Proud to be an early adopter of Pylon! Review collected by and hosted on G2.com.

Honestly, I can’t think of anything negative. Pylon has been a seamless experience for our team, and I’ve only got great things to say! Review collected by and hosted on G2.com.

Pylon is a robust, ticketing system is easy to navigate and helps our support team manage inquiries efficiently, features, such as auto-assigning tickets and setting up triggers for priority issues, have been a massive time-saver. Integration with CRM systems is seamless, allowing us to maintain a unified customer view and deliver top-notch service without switching between platforms Review collected by and hosted on G2.com.

Although Pylon offers a wealth of features, the customization options for certain workflows could be improved. For example, integration with Microsoft Teams can be somewhat complex and requires additional configuration. Additionally, the customer-facing portal lacks detailed information, which can make it challenging for clients to find the resources they need without reaching out to support directly. Review collected by and hosted on G2.com.

Starting our CX and Support team from the ground up, we chose Pylon because of the large swath of capabilities it gave us -- from ticketing across all our channels, simultaneous broadcasting, user-friendly knowledge base, beautiful web-chat, integrations with Hubspot and Jira, and some pretty awesome AI capabilities to boot. It let us go from 0 to 1 in just a few days. The platform is extremely user-friendly. Review collected by and hosted on G2.com.

Nothing yet -- things are running smooth. Review collected by and hosted on G2.com.

The slack integratoin is the biggest time saver for my organization. We're able to meet our customers where they're at, while still managing and triaging requests on a laid out dashboard. Its helpful to not switch back and forth 24/7 between email, zendesk, slack, teams etc. Though, the option is always there if needed. Review collected by and hosted on G2.com.

Nothing to share. Webinars / learning sessions could be helpful on a regular caedence to make sure I'm using it for all its value. Review collected by and hosted on G2.com.

Pylon has built a tool that is far ahead of its competitors. We were using one of the competing products earlier, and we heard from our customers how cool Pylon was in helping them scale support. We did a POC for a week and were convinced that the tool was much better and had some great features that would improve our work lives.

The tool is built with so much care and thought that it's a joy to use. How many B2B products can claim that?

Their pace of building features is ridiculous. (Good)

If you are thinking of switching to Pylon and are evaluating it against the competitors, please blindly go ahead with Pylon, and you will thank yourself for that decision.

Please note this is not a paid review, nor has the Pylon team asked me to write this, nor am I incentivised to write the review. Its just an amazing product that more people should use. :) Review collected by and hosted on G2.com.

The Analytics is a little hard to use. Its great but the UX can get better. Review collected by and hosted on G2.com.

A centralized place for managing different channels with all of your customers is insanely useful.

The UI and UX are both solid which is NOT easy to come by in this particular product space.

Lastly, customer support from the Pylon team has been amazing! Review collected by and hosted on G2.com.

Nothing in particular to say here, overall I've been really happy with the platform. Review collected by and hosted on G2.com.

The most amazing thing it that it's brings value from day one. In our case, we just connect Slack to Pylon, and we've gathered insights and analytics for our work on Slack. Review collected by and hosted on G2.com.

Cannot mention something that I don't like, when I have feedback, I share it with their great team who is very responsive and they help me right on the spot. Review collected by and hosted on G2.com.

I love how now I can keep track of all my conversations with the customers, I can leave internal notes with details so that the entire team has all the information about the subject in the conversation and now I am not missing any thread and it made my job a looooot easier. Really love it and highly recommend it! Review collected by and hosted on G2.com.

Nothing. IT's all amazing and I love it! Review collected by and hosted on G2.com.

I’ve “been around the block” in regards to customer service platforms, and after years of trying out different ones, this one sticks! It offers everything I love: a simple, intuitive, elegant UI — both for customers and for my team — as well as all the big and small features we need in order to quickly and comprehensively respond to customers. Review collected by and hosted on G2.com.

Honestly nothing I can think of. Hasn’t lacked anything so far. Review collected by and hosted on G2.com.

The slack channel integration is really easy to use and set up. Whenever we have new customers they are able to contact us easily through email/chat/slack. The Pylon team is also super responsive and great to work with - I migrated our support chat from Intercom to Pylon and they helped me through the process. Review collected by and hosted on G2.com.

Minor bugs but nothing breaking/functionally impacting my day-to-day Review collected by and hosted on G2.com.