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The bar for customer support is so low. To stand out all you need to do is respond with non-automated messages and actually log feature requests and bugs as they are reported. And when those get built out, notify the relevant customers. Most companies can't do that :( But if

AI should reduce work, not create more. But AI chatbots for B2B support just shift the workload back to you. You still have to.. 1/ Piece together customer history across scattered tools 2/ Ask follow-up questions that should’ve been surfaced earlier 3/ Escalate tickets to

Today we're introducing Multi-Step Triggers. This includes a new canvas-style builder with much more powerful logic... → Branch logic using “If” and “Else if” → Add multiple kickoff conditions → Stack time delays → Title different branches → Disable specific conditions

Big announcement today. Infisical has raised a $16M Series A. Here's how we got here and where we are going...

Introducing... ✨ 𝗔𝗜 𝗥𝗼𝘂𝘁𝗶𝗻𝗴 ✨ Routing is one of the most important workflows in support, especially in B2B. Without AI routing you had to rely on structured data. Now, you can now route issues based on what customers are asking about. This includes emails which only

We're officially hiring Product Manager(s) at Pylon. Until now, product decisions have been founder-led. We were able to move very quickly while maintaining high context across both customers and our internal team. That said, product scope has increased quickly. We now sell a

Tomorrow we're releasing something big. Pylon will become much more powerful.

Today we're releasing our biggest product yet... ...the first AI Agent built for B2B support. Since starting Pylon in 2022, we've observed that existing AI support products do not work well for B2B. Why? They focus too much on end-to-end ticket deflection. This is great if

Yesterday we launched AI Agents for B2B support. AssemblyAI has used them to reduce their response time by 97% and 2.5x their AI resolution rate for self-serve customers. Before Pylon Lee and his support engineering team were fielding a lot of repetitive Level 1 questions from

We now have meetings at Pylon They are primarily driven by founders (myself, advith, robert) having fully booked calendars resulting in holding times on our calendar becoming the only way to meet with us. Our calendars are otherwise filled with prospect / customer / partner

We're hiring across every function at Pylon! Please consider joining us if any of the roles match 👇 We have 11 total roles open across... - design (1x) - eng (♾️) - sales (2x) - marketing (1x) - ops (2x) - solutions (1x) - support (1x) - product (1x) We're building the

We support customers across 5 channels... Slack Connect (81%), Chat (9%), Email (5%), Form (2%), Manual (1%), Teams (.06%) Customers are allowed to choose where they want to be supported. Most choose Slack since their team is usually already working there. Our chat widget is

Our problem with conferences had been that most people hadn't heard of us. But SaaStr was different. Nearly everyone who came up to our booth had already heard of Pylon or were superfans who’d been following our content. We almost always we had a line of people waiting to chat

"Pylon is becoming the Rippling for post-sales" One place to manage support, customer success, and soon much more. When we started Pylon all of our customers were purchasing the same common set of post-sales products and spending a lot of time implementing each. Why? Because

This is how we coordinate product launches. Until a few months ago, launch dates were based on tribal knowledge you would overhear in the office or see in Slack channels. This wasn't scaling as more functions across the company (AEs, CSMs, Support, Marketing) all need to know

My advice to the youngsters that just finished YC. 1/ Don't die The biggest threat to the company is you not continuing to grind post-YC. Don't let up. Keep the same urgency that you felt during the batch. Keep moving quickly. 2/ The best in your batch aren't the winners Even

We focus heavily on customization because one size fits none when it comes to support workflows. The little updates really make a difference

We asked Jay of Privy about the future of operations roles & AI... "Because we care so much about customers, and we don't want to risk having an AI respond, a lot of what you can do with AI is get to an answer faster." "To be able to speed up on technical topics so