Background

Replo is a fast growing B2B software company solving ~800 support requests per month.

In the early days, they started out using Intercom for their customer support, with just the founding team plus one or two additional support agents handling tickets.

As the company grew to 10 agents, they transitioned from Intercom to Zendesk for its more robust support features, especially in knowledge base management.

However, the implementation and ongoing use of Zendesk proved to be challenging.

Challenge

Replo’s support team encountered several pain points with Zendesk that led them to explore alternative solutions.

The issues with Zendesk were:

• The support team consistently did not update ticket statuses properly in Zendesk, which often resulted in errors and missed SLAs.

• The Zendesk chatbot integration was problematic, with customers frequently complaining about the poor user experience.

• They could not track their Slack support in Zendesk.

• Enterprise customers asked for a more customer-friendly experience.

The Replo team began researching other options, eventually discovering Pylon.

Results

After evaluating Pylon and a few other alternatives, Replo decided to make the switch. The migration process took around 2 weeks.

Since migrating, Replo has seen a number of significant benefits:

• Reduced manual errors and improved SLA adherence due to automated status changes

• Native integration for customers on Slack

• Robust triggers to customize their support workflows

• Reduced customer frustration with the Zendesk chatbot

• High CSAT scores, with a median score of 5/5