We’re excited to announce our Series A investment round, led by Andreessen Horowitz, with continued participation from General Catalyst, Y Combinator, and others. The round includes $17 million in new capital, bringing our total raised amount to over $20M. We’re also excited to welcome Jennifer Li to the board.

The first customer support platform, built for B2B

Since we founded the company almost 2 years ago, hundreds of the world’s fastest growing companies like Hightouch, Applied Intuition, Anyscale, Lumos, and more, have come to rely on Pylon as their customer support platform. 

Why? 

Existing support platforms were built for B2C companies, not B2B. 

B2B teams look and operate differently:

1. Customer relationships, not transactional interactions, are top priority.
2. Solving customer requests is knowledge-driven instead of action-driven. Addressing them requires deep expertise of the product,  business processes, and the customer’s use case. 
3. Account-level data is often more important than contact-level data. 
4. Their customer-facing teams are more cross-functional, requiring support to work hand-in-hand with customer success, solutions, account management, product, marketing, and sales teams.
5. B2B AI products need to look very different. More updates here soon.

B2B-specific needs have never been prioritized, requiring companies to stitch together many disparate tools. Companies end up buying different tools for their ticketing system, customer success platform, chat widget, knowledge base, AI support bots, omnichannel integrations, customer marketing products, product feedback tools, etc. 

Pylon will bring them all into one platform, purpose-built for B2B.

The Product

We’ve rapidly developed a wider surface area than most decade-old support systems, and we’re just getting started.

Today, the platform includes:

1. Ticketing System of Record
2. Modern Chat Widget
3. Knowledge Base/Help Center
4. AI Support
5. Customer Portal
6. Traditional Channels (Email, Ticket Forms, Chat Widget)
7. Modern Channels (Slack, Microsoft Teams)
8. Powerful Automations (Triggers, Macros)
9. Developer Tools (Custom Apps, APIs, Webhooks)
10. Account Views
11. Custom Reporting
12. 7+ Categories of Integrations
13. Product Marketing Broadcasts
14. Article Copilot

And so much more… 

The best way to understand Pylon is to see it–we encourage you to get a demo of the product.

What about AI?

Expect to see a lot of new AI functionality, tightly integrated with the rest of the Pylon platform. 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. With hundreds of teams trusting us to be their source of truth for customer interactions, we’re ready to invest more in powering their workflows with AI.

What’s next?

We’re continuing to deepen our existing offering for support teams, making it easier for teams to set up creative workflows and to scale their customer operations. Expect to see a lot of new AI functionality, tightly integrated with the rest of the Pylon platform. Pylon customers will be able to accomplish much more with less.

Finally we’re growing our team! We’re hiring in San Francisco across Engineering, Sales, Marketing, Customer Success, and Support - find our open roles here. 

Thank you for your continued support.

Marty, Advith, Robert