We started Pylon based on two observations:

1. The way that B2B companies talk to their customers across the entire customer journey changed, seemingly driven by businesses moving online during the pandemic.
2. Building around conversational data during the rise of LLMs would be a Big Deal.

Everything else that happened afterwards was a combination of good fortune and our raw execution horsepower as a team that has allowed us to build and sell while staying very close to customers and iterating on the value Pylon provides.

Today we’re excited to continue our journey with the launch of our new Account Management product to help more customer-facing teams at B2B companies better understand what is going on with their customers.

Background

Most peoples’ interactions with a business are usually rooted in consumer experiences - buying something from Amazon, ordering an Uber, booking an Airbnb. Consumer businesses typically have one core customer-facing team: customer service.

B2B products and services are bought and sold very differently. There’s often an army of different teams who are involved: account executives, sales engineers, solutions engineers, customer success managers, forward deployed engineers, product managers, customer support engineers, and more.

All of these roles are supporting the customer, but in different ways.

We believe there’s an opportunity to build a much better all-in-one tool for B2B companies to manage their customers by using customer conversations as the data primitive, and that’s the unique angle Pylon is using to address these same problems.

Why?

Pylon has historically been centered around reactive customer workflows, with the key question being: how do we handle our customers’ requests? In order to address that, we built:

• Integrations into many of the places you might talk to your customer
• Workflows and tools to help you assign, categorize, respond to, and manage these requests
• Baked-in AI that helps you do this more efficiently and reliably

As a natural extension, we’re now trying to answer another key B2B question: how do I know what’s going on with my customers?

We’re expanding Pylon to start handling proactive customer workflows.

Account Management

Where Pylon had previously just been focused on issues, we’re now also focused on accounts.

We’re betting heavily on giving our customers tools to leverage AI to make their “customer information diet” dynamic.

Click into an account in Pylon and see a highly customizable set of views, data, and workflows:

• Always up-to-date context on a customer's use cases, feature requests or any other key information
• Have one place to look before calls to prep and after calls to follow-up
• Identify upsell opportunities just by feeding AI your pricing page

"Jess just showed me the AI summary of support issues, integrating ticket + slack + Grain meeting content into a single consolidated view for the account.

That is some incredibly powerful stuff."
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- Adam Farren (CEO @ Canvas Medical)

Dream up creative use cases:

• Have a living case study that writes itself for each of your customers
• Extract and query for key information like what their tech stack is, when your champion will be back from vacation, or potential blockers for the upcoming renewal

• Plug in data from customer calls in additional to async communication from email, in-app chat, Slack, Microsoft Teams, Discord, etc. and CRM data that Pylon already has access to
• Use notebooks to iterate on information you want AI to surface for different use cases, or add blocks like analytics graphs, engineering issues, or other custom data
• Ask questions about accounts to pull up information you need when you need it
• Pass context between customer success, sales, and support so everyone is on the same page when working with customers
• View the most recent activity like champions leaving/joining, recent calls, and custom events

“I love when companies come up with stuff we didn’t know we needed, like the new iPhone”
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- Lily (Customer Success Manager @ Dagster Labs)

This is just the start of an expanded direction for Pylon, as always expect a lot more from us soon. You can follow along with our changelog and if you’re a B2B company looking to level up how you support your customers, get a demo of Pylon soon.