Pylon

NEW: Contact Custom Fields We've supported Issue & Account custom fields for a while, but now you can also structure your contacts. You can edit these fields both manually or via API. Use it setup workflows, views, and more!

Launching a new series called 🔆 Spotlights 🔆 We'll be highlighting the best leaders and ICs in Support, Success, and other customer-facing roles. To kick us off we're starting with Ryan Hoskin. Ryan is the Head of Success at Fathom, a product we use everyday at Pylon. 𝗪𝗵𝗮𝘁 𝗮𝗱𝘃𝗶𝗰𝗲 𝘄𝗼𝘂𝗹𝗱 𝘆𝗼𝘂 𝗴𝗶𝘃𝗲 𝘁𝗼 𝘀𝗼𝗺𝗲𝗼𝗻𝗲 𝘀𝘁𝗮𝗿𝘁𝗶𝗻𝗴 𝗶𝗻 𝗖𝗦? Learn your company’s product well, build expertise on the customers and their needs, and foster relationships across the business leveraging this insight. Many career paths start in customer support and then evolve into other roles in the company, so focus on building your foundation of the product and customers first, then opportunities in new areas of working on the business will arise. 𝗪𝗵𝗮𝘁'𝘀 𝘁𝗵𝗲 𝗺𝗼𝘀𝘁 𝗿𝗲𝘄𝗮𝗿𝗱𝗶𝗻𝗴 𝗽𝗮𝗿𝘁 𝗼𝗳 𝘆𝗼𝘂𝗿 𝗿𝗼𝗹𝗲 𝗶𝗻 𝗖𝗦? The most rewarding is seeing the different ways our team members grow and succeed! There’s nothing more satisfying than seeing someone on my team get recognized for good work, earn a promotion, or achieve something great in either their professional or personal life. 𝗪𝗵𝗮𝘁’𝘀 𝘆𝗼𝘂𝗿 𝗯𝗶𝗴𝗴𝗲𝘀𝘁 𝗽𝗲𝘁 𝗽𝗲𝗲𝘃𝗲 𝗶𝗻 𝗖𝗦? In my personal life, when I’ve had to contact other customer support departments for help and they underperform. It’s frustrating to spend time explaining how I’ve tried to troubleshoot an issue without success and then have the customer service rep propose the same solutions I’ve just told them don’t work. It’s so important for a customer to feel you’re listening to them and I’ve experienced firsthand when they don’t. 𝗪𝗵𝗼's 𝘆𝗼𝘂𝗿 𝗿𝗼𝗹𝗲 𝗺𝗼𝗱𝗲𝗹 𝗶𝗻 𝘁𝗵𝗲 𝗖𝗦 𝘀𝗽𝗮𝗰𝗲? One of my early role models was Donald Dye, the CEO of the first IT company I worked for after college. He set the example for how best to serve your customers particularly the importance of responding swiftly to their needs and ‘being human’ as you help them with their issues. I’m curious how that last aspect will be impacted by the rise of AI in support. -- Know someone we should feature? Let us know! (spotlight[at]usepylon[dot]com)

NEW: Link to exact messages in an Issue Before, you could link to an issue overall, not to a specific message within it. Now, you can link to a specific message within the conversation, which we'll highlight when someone navigates to it.

NEW: Edit broadcasts after you've sent them ✍️ Previously we only supported deleting broadcasts and re-sending. Now, we support making small edits across hundreds to thousands of channels you've sent out to!

At Versori, we've been evaluating our customer support desk options, finding most current players lack modern UI, powerful workflow tooling, & even just the ability to meet customers where they're at, whether its Slack, Teams, or email. The Pylon team have built something truly standout so its exciting to see the news that the team have raised a $17M Series A! Congratulations from the whole Versori team to co-founders Marty Kausas, Robert Eng, & Advith Chelikani. The Pylon API is now available as a Connector in the Versori library, enabling custom integrations to be built into Pylon in hours. #Versori #IPaaS #ConnectingInnovation #startups #VC

Announcing Pylon's $17M Series A led by a16z. We founded the company under 2 years ago... Since then hundreds of the fastest growing companies have adopted Pylon as their customer support platform. Why? Existing support platforms were built for B2C, not B2B. B2B-specific needs have never been prioritized. Teams end up stitching together the same set of tools: 1/ Ticketing System 2/ Customer Success Platform 3/ Chat Widget 4/ Knowledge Base 5/ AI Support Bots 6/ Omnichannel Integrations 7/ Customer Marketing Products 8/ Product Feedback Tools ...and more. Pylon will bring them all into one platform, built for B2B. -- What about AI? -- A lot of our customers have tried AI support tools with high hopes - most have fallen short of expectations for B2B use cases. We believe AI features have to be tightly integrated with the core platform to deliver on their potential. -- Thank you -- Advith, Robert, the Pylon team, and I are so grateful for your continued support. We'd like to thank our earliest supporters... Harj Taggar from Y Combinator. Our Seed and ongoing investors... Niko Bonatsos, Andrea Wang, Zak Kukoff from General Catalyst. David Ongchoco and Adarsh Bhatt from Comma Capital. Sandy Kory from HorizonVC. Our first customers... Teresa Nesteby from Hightouch Lukas Köbis from Causal Andrew Luo & Christina Gilbert from OneSchema Ben Odom from Aptible Andrew Dooley & team from Panther And our newest investors... Jennifer Li & Zeya Yang from Andreessen Horowitz. -- What's next? -- We have 6 open roles across Sales, Marketing, Support, Engineering, Design. Learn more about the fundraise and our future (blog post link in comments).

Small updates packed into the new ✨ User Profile Menu ✨ 1/ KB is now more readily accessible 2/ Quick access to setting profile status 3/ Keyboard shortcuts menu 4/ Easier to find Profile + Notification settings 5/ User profile no longer hidden in the navbar

Introducing full screen images in Knowledge Base 🖼️ Your customers can click into images and see an enlarged image view. Happy KB writing!

Relative links are now supported in the Knowledge Base editor ✍️ Type '+' to quickly see a list of articles to reference. They are also supported embedded in callouts and other object types. Happy KB writing!

<API Updates> New Endpoint 🪄 GET /issues Added Fields 🪄 /accounts, /issue </API Updates> More in the docs: https://lnkd.in/gWgJzc9a