CHALLENGES
With Intercom, teams at Loop were jugging email, API-triggered tickets, and strategic account issues without a reliable way to organize them.
Loop is a transportation spend management platform. Their support team handles everything from 30-second bug fixes to complex payment strategy questions that require coordination across Product, Engineering, and Customer Success. Intercom worked for simple transactional tickets, but the long‑tail of complex issues got buried in a cluttered inbox with no way to organize or collaborate effectively. The team was struggling with endless context switching, and some agents spent more time hunting for information than answering.
"Our responsibilities differ a lot across people and accounts. Intercom worked for agents who just answer a ticket and move to the next one, but that was a really small percentage of the support we were doing."
— Owen Murk, Product Support Specialist
SOLUTIONS
Loop migrated from Intercom to Pylon in one month without disruption, giving the team a more organized, flexible way to manage support.
For fast-growing B2B companies, support does more than close tickets: it strengthens customer relationships and feeds critical product insights back to the team. Loop needed a platform that could scale with their complexity, not fight against it.
Loop completed its migration in just one month with zero downtime. The team migrated thousands of tickets, 50 knowledge base articles (with no reformatting required), and onboarded 20+ team members seamlessly:
- Single workshop introduction followed by one-week dual-run with Intercom.
- Engineering setup in minutes: API integration required just 2 questions to support—everything else came from docs.
- Immediate adoption: Most teammates switched fully within days, not the planned weeks.
Following the migration, Loop unlocked capabilities that transformed how they work:
- Unified workspace with custom views: Kanban boards and personalized views let agents track work across accounts, SLAs, and priorities without digging through endless inboxes.
- True multi-channel support: Email, Slack, in-app API submissions, plus Customer Portal with Ticket Forms. One client replaced their messy Google Sheet workflow (complete with manual checkboxes) with a Pylon Ticket Form—zero pushback, immediate adoption.
- Rich API integration: Loop's "Report Issue" button now creates tickets with full context and page links, eliminating back-and-forth and speeding triage. They're expanding this to handle FedEx/UPS carrier claims with pre-filled custom fields for better routing and reporting.
- Flexible data architecture: Custom fields, tagging, and Linear ticket linking gave the Product team cleaner visibility into customer needs and issue trends.
"The migration was super easy. The team kept us on best practices but also accommodated our messy edge cases and helped us organize them during the migration.”
— Owen Murk, Product Support Specialist
RESULTS
Loop saw faster resolution of complex issues, stronger cross-team collaboration, and a support function that actually drives product insights.
The migration transformed Loop's support from a necessary function into a strategic advantage. Complex issues now resolve faster through better collaboration tools. The Product team gets cleaner feedback through linked Linear tickets and enhanced tagging.
Most importantly, Loop's support team now has the tools and visibility to continuously optimize their processes.
- Average resolution time decreased by 20%
- Loop now supports ~25% of customers via Slack, a channel unlocked after migrating to Pylon
- Median resolution time dropped to 78 minutes for issues that require technical escalation (L2, L3 tickets)
- Thousands of tickets and 50+ KB articles migrated with no downtime
“My team now comes to me asking, ‘Can we do this in Pylon?’ The answer is usually yes —and quickly. That just wasn’t the case in Intercom.”
— Owen Murk, Product Support Specialist