Background

Replo is a fast growing B2B software company solving ~800 support requests per month.

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In the early days, they started out using Intercom for their customer support, with just the founding team plus one or two additional support agents handling tickets.

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As the company grew to 10 agents, they transitioned from Intercom to Zendesk for its more robust support features, especially in knowledge base management.

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However, the implementation and ongoing use of Zendesk proved to be challenging.

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Challenge

Replo’s support team encountered several pain points with Zendesk that led them to explore alternative solutions.

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The issues with Zendesk were:

• The support team consistently did not update ticket statuses properly in Zendesk, which often resulted in errors and missed SLAs.
• The Zendesk chatbot integration was problematic, with customers frequently complaining about the poor user experience.
• They could not track their Slack support in Zendesk.
• Enterprise customers asked for a more customer-friendly experience.

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The Replo team began researching other options, eventually discovering Pylon.

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Results

After evaluating Pylon and a few other alternatives, Replo decided to make the switch. The migration process took around 2 weeks.

Since migrating, Replo has seen a number of significant benefits:

• Reduced manual errors and improved SLA adherence due to automated status changes
• Native integration for customers on Slack
• Robust triggers to customize their support workflows
• Reduced customer frustration with the Zendesk chatbot
• High CSAT scores, with a median score of 5/5