Purpose: Share guiding principles on who would benefit most by being in Pylon

Context

Pylon is your customer support platform for all your customer conversations, across many different customer channels (Slack, Teams, email, in-app chat, etc.)

Guidance for different roles

For each role, to determine if they need to be in Pylon with a full seat, let's ask the question: What level of customer interaction does this role have?

Case 1: Role communicates directly with customer

• Role should be definitely be in Pylon, as the one system to track, manage, and respond to all customer conversations. Examples

  • Support

  • Customer Success

  • Solutions Engineers, Field Engineers

  • Sales

Case 2: Role communicates occasionally with customers. Or role does not communicate with customers, but needs context of customer conversations

• Case 2A: Role uses Pylon, if there is high volume of customer conversations or customer conversations spread across multiple customer channels. Pylon becomes effective when there is too much going on

• Case 2B: Role does not need to use Pylon, if all customer communication is through a single channel (e.g. Slack) and there is small volume of conversations. Then in this case, the role can effectively manage by just being looped into Internal Threads, and then navigating to the actual customer channel to respond directly

  • Legal team monitors #legal Slack channel for legal Qs from customer facing teams

  • Product team monitors #bugs Slack channel whenever they are flagged by a customer team member

• Examples that can fit into 2A or 2B:

  • Product teams

  • Engineers

  • Billing

  • Legal

Case 3: Role does not communicate or require context of customers

These roles do not need to be in Pylon

Examples

• Other BUs that are engaged for a particular task - you can use internal threads to loop them in on targeted requests

• HR

• Recruiting

• Finance

• Other G&A roles