Pylon

UPGRADE: Knowledge Base Code Blocks We've given a major refresh to our code block editor. 1/ File-type syntax highlighting 2/ Line numbers 3/ Tabs for multiple files Enjoy!

Pylon is creating a powerful support system, and it’s designed for B2B. As a support manager, I’m used to limping along with subpar tooling intended for B2C. AI is drastically changing the way software developers do their work, and it’s changing how support does their work as well. And it’s happening fast. At HackerRank, one of our core values is caring truly, madly, and deeply about every thing we do. Every product we ship, every PR we merge, and every interaction with our customers. Not only is Pylon supplying teams with a powerful engine to optimize and automate workload with AI, they are doing it all while embodying the heart and soul of support: connecting with your customers and spending time to understand their needs. Thank you Marty Kausas, Advith Chelikani , Sergio Sicairos , Robert Eng, Thao L., and the entire Pylon team for caring truly, madly, and deeply! And for once, I get to be the demanding customer! 😆

NEW: Resize on smaller screens To help customers who work on smaller screens we'll now automatically hide the Issue detail sidebar. Enjoy!

Emma is in the 🔆 Spotlight 🔆! 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). 𝗛𝗼𝘄 𝗱𝗶𝗱 𝘆𝗼𝘂 𝗴𝗲𝘁 𝗶𝗻𝘁𝗼 𝘀𝘂𝗽𝗽𝗼𝗿𝘁? Prior to my first Technical Support Engineer role, I was working in Sales as a BDR. Sitting directly opposite the support team, I was constantly inspired by their dedication to helping customers especially when handling life threatening scenarios. I requested a transfer and have never looked back.. 𝗪𝗵𝗮𝘁 𝗮𝗱𝘃𝗶𝗰𝗲 𝘄𝗼𝘂𝗹𝗱 𝘆𝗼𝘂 𝗴𝗶𝘃𝗲 𝘁𝗼 𝘀𝗼𝗺𝗲𝗼𝗻𝗲 𝘀𝘁𝗮𝗿𝘁𝗶𝗻𝗴 𝗶𝗻 𝘀𝘂𝗽𝗽𝗼𝗿𝘁? If your company frequently acquires other products or services, take the initiative to learn them all, even if it's not directly required. By understanding these acquired products, you can build stronger relationships with other teams and be better prepared to support customers when the products or the customers themselves are migrated over. 𝗪𝗵𝘆 𝗮𝗿𝗲 𝘆𝗼𝘂 𝗽𝗮𝘀𝘀𝗶𝗼𝗻𝗮𝘁𝗲 𝗮𝗯𝗼𝘂𝘁 𝗰𝗮𝗿𝗲𝗲𝗿𝘀 𝗶𝗻 𝘀𝘂𝗽𝗽𝗼𝗿𝘁? I certainly found my career in customer support and I want to help others who share the same passion and dedication. Seeing people thrive in roles that align with their values and strengths is incredibly rewarding. My previous experience in recruitment has fuelled my desire to help others find fulfilling opportunities in this field. In today's competitive job market, especially for executive roles, I'm committed to changing the dynamics of the job search process. I want to create a more personalized and inviting experience, where candidates feel valued and understood. By working directly with recruiters, I can help bridge the gap between talent and opportunity, ensuring that qualified individuals have access to exciting and rewarding careers in customer support. 𝗪𝗵𝗮𝘁 𝗲𝘅𝗰𝗶𝘁𝗲𝘀 𝘆𝗼𝘂 𝗺𝗼𝘀𝘁 𝗮𝗯𝗼𝘂𝘁 𝗹𝗮𝘂𝗻𝗰𝗵𝗶𝗻𝗴 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗗𝗿𝗶𝘃𝗲𝗻 𝗘𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁? I'm most excited about the opportunity to become a catalyst for positive change within the support community. Launching Support Driven Executive Recruitment allows me to directly impact the careers of exceptional leaders, helping them find roles that align with their passions and goals. By fostering stronger connections between talented individuals and innovative companies, I hope to improve the process of searching for a role and finding the perfect placements.

Introducing... Multiple Knowledge Bases Each KB can be setup at a different subdomain like... 1. host[.]example[.]com 2. guest[.]example[.]com 3. and so on... We're finding excitement for this if you: a) sell multiple products b) serve multiple personas Enjoy!

NEW: Bullets are now available in Broadcasts! You're welcome 🙂

Upgrade: Colored Table Cells in Knowledge Base We're investing HEAVILY into building the best KB on the market. Enjoy!

NEW: Trigger Logs Triggers are powerful, but hard to debug. Most support systems don't have history of each trigger run. We aim to be better... With logs you can now see every trigger run, including time, account, and issue number. Screenshot is an example log of our "Assign to first responder" trigger.

Haley T. is in the 🔆 Spotlight 🔆! She leads BizOps and Post Sales at Unify, a warm outbound platform built to scale outbound. We're very excited to feature her today! 𝗛𝗼𝘄 𝗱𝗶𝗱 𝘆𝗼𝘂 𝗴𝗲𝘁 𝗶𝗻𝘁𝗼 𝗖𝗦? I started on the business operations team working as a close partner to the customer success and account management organizations. My job was to basically make their lives as easy as possible with better reporting, efficient ops processes, and tools that freed up their time to manage customers. We ended up restructuring and creating a whole org focused on Customer Activation, and I was really lucky to be a part of that transition! I got to be more hands in talking to customers and was focused on building a better self-serve onboarding experience with both product and sales. Since then, I’ve made the jump back to an early stage startup as one of the first post-sales hires at Unify. I’m currently playing the role of both CS and support as we grow the team and figure out the long-term roadmap - it’s been really fun actually onboarding customers and building out our support process (with Pylon of course :)) 𝗪𝗵𝗮𝘁'𝘀 𝘁𝗵𝗲 𝗺𝗼𝘀𝘁 𝗿𝗲𝘄𝗮𝗿𝗱𝗶𝗻𝗴 𝗽𝗮𝗿𝘁 𝗼𝗳 𝘆𝗼𝘂𝗿 𝗿𝗼𝗹𝗲 𝗶𝗻 𝗽𝗼𝘀𝘁-𝘀𝗮𝗹𝗲𝘀? You’re at this fascinating intersection between product, engineering, and sales. You develop incredibly deep insight on how your customers are using your product today, are constantly building empathy with the actual decision makers and power users, and serve as a conduit between them and the team building the product roadmap. I see customer success and support teams as both advocates and educators - they’re making sure customers are heard and prioritized while also enabling them to be * hopefully * power users of the product. I personally love getting to talk to so many customers everyday - I get to learn about what they’re building and partner with them to solve key challenges in their business. It’s also a pretty humbling role! By talking to customers everyday, you have to confront where there may be gaps in the value proposition of your product or identify opportunities to make the experience more intuitive and user-friendly. It’s so important to have these difficult conversations with your team to figure out how to improve the customer experience and deliver more value with the product. 𝗛𝗼𝘄 𝗱𝗼 𝘆𝗼𝘂 𝘀𝘁𝗮𝘆 𝗺𝗼𝘁𝗶𝘃𝗮𝘁𝗲𝗱 𝗱𝘂𝗿𝗶𝗻𝗴 𝗰𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗶𝗻𝗴 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗰𝗮𝘀𝗲𝘀? Every challenge is a learning opportunity to make the experience better for the next customer! I also feel really lucky that I’ve worked with such incredible engineering teams - it’s really motivating to see them put so much attention and care in solving customer issues. I always try to frame these cases more as opportunities to collaborate and improve both the product and support processes long-term, ensuring we're continuously making the experience better for future users. [Continued in comments]

Introducing... AI Agents in Pylon The first batch of agents are conversational. Here's how they work: 𝗖𝗿𝗲𝗮𝘁𝗲 𝗔𝗴𝗲𝗻𝘁𝘀 Choose a name and image for your Agent. Our favorite so far has been "Peter Pantherbot" from a customer of ours called Panther. 𝗦𝗲𝗹𝗲𝗰𝘁 𝗔𝗰𝘁𝗶𝗼𝗻𝘀 Choose whether your Agent is allowed to respond to customers or other actions. 𝗦𝗲𝗹𝗲𝗰𝘁 𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 Each Agents can crawl different knowledge sources including your docs, marketing site, and most importantly a well structured knowledge base. Knowledge selection is critical as the age-old AI principle applies "Garbage in, garbage out". Well structured knowledge sources will dictate your accuracy here. 𝗧𝗲𝘀𝘁 We've developed a full testing environment so you can test questions and answers without deploying your agents to customers. -- Want access? -- We are treating this as a beta program for existing customers and have some requirements for folks that want to onboard this week. So if you're excited and are willing to build out your Knowledge Base + Docs, we'd love to get you started ASAP 🙂