How Pylon adopted Agentic Support

We go over what SaaS customer support is, key components of it, and best practices for getting started.

We go over benefits of creating a B2B live chat, how to set one up, & more.

Multi-channel support software enables B2B companies to consolidate customer communications from Slack, MS Teams, email, chat, social media, and phone into unified platforms, delivering faster response times, higher CSAT scores, and reduced operational costs.

Learn what B2B customer service is, why it matters, and how to do it right with best practices and real examples.

We go over how conversational ticketing works, how to implement it, and why more B2B companies are switching to it.

This comprehensive guide explains how Customer Success Platforms (CSPs) go beyond traditional ticketing systems by unifying customer data, automating workflows, and enabling proactive support for B2B companies.

We compare the best free knowledge base software, including who each is best for, and pros and cons of each.

We go over the main types of article templates you need to get your knowledge base off the ground & the templates we offer here at Pylon.

Connecting Your CRM & Help Desk with Pylon (Plus Other Options)

This guide walks through the methods for connecting Slack to Microsoft Teams & best practices to help your organization streamline communication.

What's the difference between Pylon and Intercom for B2B customer support? Pylon is a specialized B2B support platform that natively integrates with modern business communication channels like Slack Connect, Microsoft Teams, email, and in-app chat in a unified inbox.

🔆Eleni Vorvis🔆 is sharing valuable and actionable advice on today's Spotlight!

Today's Spotlight is on 🔆Joelle Wasserman 🔆! She's an incredible CX leader passionate about helping companies use support as a proactive growth engine. We're excited to feature her today!

Today we're spotlighting 🔆Petros Perselis🔆, a seasoned CS leader!

Today's Spotlight is shining on 🔆Jen Weaver 🔆 10 years ago, Jen discovered her passion for customer-facing work and never looked back. Now as Head of Customer Engagement at Tettra, she crafts experiences and content that keep teams happy and engaged. We're excited to feature her insights today!

Shining the Spotlight today on 🔆Shanta Bodhan 🔆, an incredible CS leader. With over 15 years leading post-sale client teams, Shanta has redefined how software companies build and nurture customer relationships. We're excited to feature her insights today!

The Spotlight follows 🔆 Amber Monroe 🔆, who’s raising the bar in CX! Amber brings over 20 years of dedicated experience in the healthcare industry and has owned and led all aspects of the customer journey. She is currently the VP of CX at Paradigm Senior Services, and we're excited to feature her today!

Today's Spotlight is on 🔆Daryl Jason Lazaro🔆, whose dedication to customers sets them apart! Daryl currently leads customer support at Salesbricks, where he often helps our Pylon team through Pylon 🤝 We're honored to feature him today!

AI-powered customer context all-in-one place, combine customer issues, calls, and custom data.

Learn how to use Slack for customer support, including integration with help desks, creating dedicated channels, and automating workflows for efficient B2B support.

We go over best practices for creating a B2B knowledge base, including choosing a platform, determining what content to create, & more.

Giving the Spotlight to 🔆Kateryna Shelest 🇺🇦🔆, whose work is transforming customer support operations! Kate brings over a decade of support experience and has helped build multiple support departments from the ground up.

Brightening the Spotlight with 🔆Thibaut Martin 🦊🔆 and their insights on support innovation! Thibaut brings over a decade of support experience ranging from the front lines at Google to various CX leadership roles.

This was recorded on March 11th at CSC's Customer Support Summit in NYC. Learn how AI is transforming B2B support while maintaining the human touch that remains essential to B2B customer relationships.

We go over 7 examples of effective customer service from B2B customers, including their challenges, solutions, & results.

Turning the Spotlight towards a CS visionary, 🔆 Thomas Magnifico 🔆 Thomas brings over 15 years of leading post-sale client-facing teams at software companies including Customer / Technical Success, and Customer Support. We're excited to feature him today!

Welcoming Nicole as Pylon's third Product Support Engineer!

Welcoming Pylon's first product marketer!

Please welcome our 3rd CSM Anna to Pylon!

Taking the Spotlight today: 🔆 Marc-Olivier Meunier 🔆, an innovator in customer experience! Marc brings over 20 years of varied experience in product development, customer engagement, and operations. We're excited to feature him today!

Please welcome our 3rd designer Oliver to Pylon! 🎨🌴

Shining the Spotlight on 🔆 Carlos Hernandez 🔆 and their incredible work in Customer Success! He is currently Head of CS at Eppo, an end-to-end experimentation platform. We're excited to feature him today!

We've completely rebuilt our analytics and reporting from scratch!

We're excited to welcome Donal to the Pylon team!

We're excited to welcome Charleen to the Pylon team!

The Spotlight finds its way to 🔆 Kai Moon 🔆, a standout in CS! Before joining Complete as a Founding Customer Success, Kai built their career as the first CS leader at various startups. We are thrilled to have such an experienced CS leader using Pylon!

We're excited to welcome Ben as our second Product Designer!

Stepping into the Spotlight today: 🔆 Ryan Seams 🔆, a true leader in CS! Ryan is currently Head of Customer Success at AssemblyAI, and brings over 10 years of Customer Support & Success experience. He's also an early user of Pylon so it's our honor to feature him today!

Shining the Spotlight on 🔆 Angela A. 🔆 She's currently doing incredible work as the head of CS at Inscribe!

The Spotlight shines bright on 🔆 Chelsea Madden 🔆 She's a seasoned CS exec and currently VP of CS at Salesintel.io.

We're excited to welcome Matthew as our second Product Support Engineer!

Excited for the very first new grad joining the Pylon team!

Turning the Spotlight on ☀️Hayden Michael Alvey☀️ He's a customer engagement manager at Accounting Seed and has over 10 years of CS experience.

The Spotlight is all yours, 🔆 Jessica Herbert 🔆! Thank you for being a light in customer support and a supporter of Pylon.

We're very excited for Dan to be joining Pylon as our first customer success manager after his time at McKinsey & Company!

Brightening your feed with today's Spotlight: 🔆 Zac Hodgkin 🔆. He's a champion of customer support and one of Pylon's early supporters!

We're very excited for Mana to be joining Pylon as a founding account executive!

We're very excited for John to be joining Pylon as a software engineer after spending time at Samsara, Airplane, and Airtable!

Stepping into the spotlight today is 🔆 Allie Obanion 🔆! She's currently an Enterprise CSM at SeekOut and is a talented Talent Advisor for many.

HNY! We're excited to kick off 2025 Spotlights with Pablo V.! Pablo is currently a CSM at Workiva and comes from an extensive background of Enterprise Sales (part of 2 IPOs).

Maranda Dziekonski (she/her) is in the 🔆 Spotlight 🔆! Maranda is currently the VP of CS at Id.me, and she has an extensive 20+ years in the CS space. We are excited to spotlight her today!

Andrea Bumstead is in the 🔆 Spotlight 🔆! Her most recent role was VP of CS @ Kindsight and she has built several high-performing customer success teams across both B2B and B2C industries. It's an honor to spotlight her today!

Shimon Perry is in the 🔆 Spotlight 🔆! He's currently a mentor at QUAY Acceleration, helping B2B entrepreneurs with their post-sales strategy. Prior to this he has been in many CS leadership roles such as VP of Customer Success & Support at Sellics. It's an honor to spotlight him today!

He's the VP of Client Services at Delivery Solutions, a UPS company that is focused on helping enterprise retailers scale. We're very excited to feature him today! 🙂

He's the VP of Customer Support at Zywave, which helps power the modern insurance lifecycle. We're very lucky to feature him today! 🙂

How to structure your team and support process for Series A startups.

He's the SVP of Customer Experience at ScyllaDB (scylladb.com), a high-performance, low-latency NoSQL database designed to handle large-scale, real-time workloads.

He's been in support roles across awesome startups like Smartly, Sigma, and now Dagster. We've had the pleasure of working with him and the rest of the Dagster team and we're very lucky to feature him.

Ashley leads Developer Relations at Rootly, where she supports their hundreds of customers with their incident management processes. Previously, she’s worked in world-class Support organizations at Disney and Shopify, specializing in handling incident response and complex cases.

Joseph Sterner has been with Close for almost 7 years, growing the team and building out the support function. Fun fact: Close is a YC company from the W11 batch (now 13 years ago!). And now onto the spotlight 🔦

Learn how top B2B support teams are utilizing shared Slack channels for better and faster customer support. We analyzed our top 100 Slack support power users to provide benchmarks that you can use for your support teams.

Emma is the face of Support Driven Executive Recruitment, focusing on recruiting Support professionals at the executive level whilst working as a Technical Support Enablement Manager at Everbridge. Support Driven Executive Recruitment is just getting started so if this sounds interesting to you, please join their mailing list (link in comments).

He's the Founding CSM at Nooks, an AI-Powered Parallel Dialer & Virtual Salesfloor powering the best SDR and BDR teams. We've had the pleasure of knowing Terrance for over a year now, and as you'll learn he made the interesting transition from Sales to CS. Enjoy!

We're excited to welcome Caleb as our Software Engineer!

She's the Head of Support Engineering at Spacelift, an infrastructure-as-code (IaC) management platform for Terraform, OpenTofu, Terragrunt, and more.We're very lucky to work with her and to feature her today! 🙂

He's the Head of Customer Experience @ AIHR, helping people develop the latest HR skills. Neal is a bit of a legend in the Support Driven Slack community. We're lucky to feature him here.

We're excited to welcome Jon as our first Product Support Engineer!

We're excited to welcome Gautam as our Software Engineer!

We're excited to welcome Bryant as our Software Engineer!

He's the Head of Technical Support Cado Security, which provides the first cloud forensics and incident response platform.

He's the Head of Customer Success (AMER & EMEA) @ Sendbird, which builds communication APIs for the entire customer journey. We've known Shaun for a while through the San Francisco CS community and are super lucky to feature him!

Andrew is the Head of Field Engineering @ Rill Data, an operational BI tool that provides fast dashboards that teams actually use. He has an impressive track record working in Field, Support, and Success Engineering roles at companies like dbt Labs and Dataiku.

She leads BizOps and Post Sales at Unify, a warm outbound platform built to scale outbound. We're very excited to feature her today!

We're excited to welcome Matt as our Software Engineer!

We’re excited to announce our $17M Series A investment round, led by a16z, with continued participation from General Catalyst, YC, and others.

We're excited to welcome Aashish as our Software Engineer!

We're very excited for Mei Mei to be joining Pylon as our Operations Manager after spending time at Gem and Better.

We're very excited for Sergio to be joining Pylon as a founding account executive after spending time selling at Guidde, Envoy, and Shippo!

Custom layouts is a game changer for B2B support, success, and account management teams.

We're very excited for Wendy to be joining Pylon as a founding designer after spending over 8 years at Amplitude.

Create Trigger Groups to divide triggers by category, team, or function.

With Custom Analytics, our customers can now build their own graphs and dashboards of metrics they care about 🤯

Stay up to date on the issues you are following by subscribing to Notifications for new activity on issues you care about.

We're very excited for David to be joining Pylon as a founding engineer after spending several years at Airbnb and Mage.

We're very excited for Bennett to be joining Pylon as a founding engineer after spending several years at Luminary and Pure Storage.

A dedicated place for your team to host support content - question and answer style articles for customers, internal runbooks, and more.

We're excited to bring a more fun experience into Pylon for customer support and success teams with Dark Mode.

Now available to our Enterprise plan customers: custom roles to control what parts of Pylon users have access to!

Macros are saved canned responses and action sets to help automate common customer interactions.

We're very excited for Audrey (Dre) to be joining Pylon as a founding engineer after her tenure at Samsara, Discord, and Opal.

More and more teams of all sizes are running their analytics, BI, and custom data workflows off their data warehouse.

Built and designed for B2B companies - it’s a dedicated place where your customers can view tickets submitted across their organization.

Pylon is launching search to help you find that old customer issue you were looking for!

Pylon is officially launching our API! We are excited to unlock a lot more uses cases for our customers via our API.

With triggers, Pylon lets you quickly codify and automate these processes.

Pylon can help you make sure issues get assigned to the proper owner.

Customer issues can get overwhelming. As your team grows, different teammates care about different sets of customer issues.

Automagically track, manage, and resolve your customer requests from Slack and Teams

Long running customer issues often require engineering work to be completed before they can be solved.

Talk to your customers who use Microsoft Teams while continuing to live in Slack.