GTM for modern B2B businesses is changing. Customers expect real-time communication and support from vendors to resolve any issue, so more and more companies are communicating with their customers in chat software like Slack, Microsoft Teams, Discord, etc. pre- and post-sales. Many find that meeting customers where they naturally work can accelerate sales processes and increase win rates and customer satisfaction.
However, as the number of customers and channels scale, sales, customer success, and support leaders have limited visibility into their teams’ customer interactions, and the sheer volume of these conversations puts additional strain on these teams. Co-founders Marty Kausas, Advith Chelikani, and Robert Eng saw this trend and built Pylon to scale customer operations in chat.
Pylon is a modern, powerful, and unified customer support system for B2B that tracks, tickets, and intelligently categorizes all customer interactions using AI. With every open thread with a customer, Pylon can figure out the path to resolution and intelligently draft responses for customer-facing teams using company and customer context (e.g., suggesting the most relevant documentation or synthesizing it for the customer). It has robust integrations with your CRM, project management tools, and data warehouses to help you seamlessly integrate customer feedback and issues into cross-functional teams’ workflows and scale your capacity to support customers (do more with less!).
In the GTM tooling space, we’ve been excited about companies that leverage AI to re-imagine workflows that weren’t possible before and those with cross-functional relevance and usage by multiple teams in an organization. Pylon is a great example of our thesis in this space. Today, it is already being used across sales, marketing, and customer support teams for use cases beyond customer support (e.g., marketing teams love sending product feature announcements to customers in bulk using Pylon), and they have exciting plans to leverage AI further to thoughtfully re-imagine the way companies manage customer operations.
That’s why we were so excited to invest in Pylon and to have led their seed round last year. Over the course of our relationship with Pylon, we have been very impressed with the team’s product velocity, customer centricity, and high sense of urgency. All three co-founders had an impressive engineering background (Marty Kausas at Airbnb, Advith Chelikani at Samsara, and Robert Eng at Affinity) prior to founding Pylon, in addition to very high GTM acumen, the ability to attract great talent, and build great culture. In fact, when we speak with their customers, it’s very clear that their customers love working with the team as much as they love using the product!
Just a little over a year after its founding, Pylon has grown very quickly and is serving many happy customers at Applied Intuition, Deel, Hightouch, and more. If you want to scale your customer operations across channels, please reach out to Pylon. They are also actively hiring on the team across engineering and GTM roles. We are excited to continue supporting them and are even more excited about the path ahead.
