How Builder.io reduced support complexity by 90%

Challenges

Builder.io required AI-powered support capabilities to handle rapid growth but existing solutions didn't justify migrating from their established Zendesk platform.

Builder.io's support organization faced a scaling challenge as the company launched their latest product and monthly ticket volume grew. The leadership team recognized the need for AI capabilities to maintain service quality while managing increased demand with existing resources.

Head of Support Stephane Gonthier conducted an extensive evaluation of 15-18 AI support solutions, including Zendesk’s own AI offerings and third-party products built on the Zendesk platform. The evaluation revealed significant limitations across available solutions: pricing models that didn’t align with Builder.io’s needs, immature AI capabilities, and integration challenges that would complicate operations.

While Builder.io had been satisfied with Zendesk's core functionality, the platform's complexity was becoming harder to manage at scale, particularly around integrations and AI capabilities. Third-party solutions required significant customization and didn't provide the unified experience Builder.io needed for their technical support operations.

"Over time, we've encountered challenges and limitations with Zendesk that prompted a deeper review of our support operations. While Zendesk has served us well, we found that some aspects of the platform have become increasingly difficult to manage as we scale, particularly in terms of integrations and AI capabilities."
_{Stephane Gonthier, Head of Global Support}

Builder.io needed a solution that could deliver comprehensive AI features while minimizing migration complexity and operational risk to their established support operations.

Solutions

Builder.io selected Pylon for its advanced AI capabilities, native integrations, and unified workflow approach that eliminated tool switching and operational complexity.

Builder.io chose Pylon after determining it was the only solution that provided both required AI functionality and migration expertise that minimized platform transition risks. Pylon's clear value proposition and documented Zendesk migration experience addressed Builder.io's primary concerns about replatforming complexity.

The technical evaluation revealed comprehensive native integrations with Builder.io's existing infrastructure: HubSpot, Slack, PagerDuty, BigQuery, and Jira. This integration coverage eliminated the technical gaps that had disqualified other solutions during evaluation.

Pylon's approach transformed Builder.io's perspective on platform migration. Rather than recreating complex Zendesk configurations, the migration process revealed that 90% of existing triggers were platform-specific workarounds unnecessary in Pylon's native environment. This discovery simplified the transition and reduced operational complexity.

The migration process included custom organization mapping to accommodate Builder.io's specific account structure using organization IDs rather than standard email domain mapping. Multiple testing phases ensured data integrity and system functionality before deployment, while Pylon's team responsiveness enabled quick resolution of configuration issues.

"Initially, a replatforming wasn't our goal, but from the very first discovery call, Pylon demonstrated a clear advantage in addressing the areas we wanted to strengthen, namely, AI agent and AI copilot capabilities. The interface is highly visual and ticket-centric, displaying connected Slack threads, Jira tickets, and other relevant context in a unified view."
_{Stephane Gonthier, Head of Global Support}

Results

Builder.io achieved seamless migration with significant operational improvements and enhanced customer satisfaction across all support metrics.

Builder.io completed a comprehensive platform transition with minimal operational disruption. The migration included 650 open tickets and 9k+ historical tickets, plus the consolidation of several tools that previously required complex Zendesk configurations. 78 team members were successfully onboarded to the new platform, with the entire migration and cutover completed with zero customer escalations.

Key migration metrics include:

• 9k+ historical tickets and 650+ active tickets migrated successfully
• 6 native integrations consolidated (HubSpot, Slack, Gong, Jira, BigQuery, PagerDuty)
• 78 team members onboarded with immediate adoption
• Zero customer complaints or requests to revert to previous system

The team realized immediate workflow efficiency gains through unified platform operations. Support teams eliminated context switching by managing Slack communications, Jira ticket creation, and customer notifications within a single interface. Cross-functional collaboration improved through automated notifications to customer success and account teams for relevant tickets.

AI capabilities delivered measurable value from day one. Ask AI generated complete customer responses from documentation that achieved perfect satisfaction scores, while automated workflows for routine processes like account deletions saved 6-7 minutes per transaction. The platform enabled advanced capabilities not feasible with Zendesk: AI-powered urgency classification, multilingual support, and spam detection.

Key Performance Improvements:

• 83% Customer Effort Score (increased from 77% baseline)
• 6-7 minutes saved per process on automated account deletions
• 90% reduction in automation complexity by eliminating Zendesk workarounds
• Eliminated context switching between support tools and Slack/Jira

"I've been extremely impressed by the Pylon team's responsiveness and product agility. They've actively listened to feedback and implemented several features we discussed, including customer effort scoring metrics. So far, our experience with Pylon has validated the decision, and I've seen nothing that would cause us to reconsider it."
_{Stephane Gonthier, Head of Global Support}