Summary

Rootly, a modern on-call and incident response platform, serves many enterprise customers including LinkedIn, Lattice, and Canva. With this comes high customer expectations and the need to efficiently manage multiple support channels.

Rootly chose to partner with Pylon after evaluating Zendesk and Freshdesk:

• Zendesk & Freshdesk fell short on needed functionality such as a Customer Portal

• Rootly wanted a partnership with their CS vendor

Pylon helped Rootly implement multi-tier, omnichannel support:

• Support was scaled across Customer Portal, In-App Chat, Slack, and Email

• Knowledge base has been a "game-changer" for creating self-service content

Every customer facing team at Rootly has begun using Pylon:

• Customer Support & Success manage tickets / accounts through Pylon

• Marketing / Product have loved using Pylon to broadcast product updates

• Leadership, Sales, and Engineering can track conversations and issues through Pylon

Background & Challenges

Rootly had tried other support platforms such as Zendesk and Freshdesk, but these could not meet all of the company’s needs. In particular, these platforms lacked a Customer Portal and native Slack integration.

"Pylon really was the only tool out of all of the ones that we had looked at. [Pylon] was Slack native and came with additional features."

 Purvai Nanda, Head of Customer Success & Support at Rootly

Beyond product shortcomings, vendor partnership also played a key role in Rootly’s decision. Rootly values strong vendor relationships, and from the start, Pylon’s team was responsive, clear in their value proposition, and aligned with Rootly’s needs.

How Pylon Solved Rootly’s Challenges

In just about two weeks, Rootly made a smooth migration to Pylon. They found it easy to transition to the platform with minimal external consultation.

"They've gone above and beyond to ensure we're getting the most out of Pylon and meeting our evolving support needs."

Purvai Nanda, Head of Customer Success & Support at Rootly

Their support team has since been more productive and gained greater insight into support metrics and trends. Rootly's customers also now have better visibility into the status of their requests through Pylon's customer portal.

Below are some highlights of what Pylon was able to achieve.

Omnichannel Support

Rootly was been able to integrate every support channel their customers wanted, in a way that was scalable for their own team to support. Since it’s now easy for them to support many channels, they can more easily provide premium support channels to more of their customers.

These channels include:

1. Private Slack channels

2. In-App Chat (replacing their use of Intercom inside the product)

3. Support emails

4. Tickets via Customer Portal

Rootly’s team can view all of these omnichannel requests from one place.

Knowledge Base

Rootly had long desired to setup a Knowledge Base for their customers. They already had a docs site, which is owned by their product and engineering team, but separately wanted a place to store the answers to common questions so they could point customers to pre-answered questions.

Pylon allowed them to spin up a new Knowledge Base very quickly, with no code. Additionally, Rootly has been able to expand their Knowledge Base with AI written articles using Pylon's AI.

Generating articles with AI has been really helpful too. That was one of the the areas that we definitely wanted a tool to help us when we adopted pylon

Purvai Nanda, Head of Customer Success & Support at Rootly

Customer Portal

Rootly serves many enterprise customers including LinkedIn, Lattice, and Canva. These customers have high expectations and were asking for a way to track their open tickets.

"[Before Pylon] a huge complaint was not being able to track a ticket and be able to reference it back. being able to have that ticket number has really helped"

Purvai Nanda, Head of Customer Success & Support at Rootly

With Pylon, Rootly was able to setup a Customer Portal to allow Enterprise customers to login and view the details of their open and closed tickets. Their customers have absolutely loved this.

Results: Pylon has been adopted throughout Rootly beyond support

By choosing to partner with Pylon over Zendesk and Freshdesk, Rootly found a modern, flexible support platform that aligns with their Slack-first workflow, customer-centric approach, and long-term scaling needs.

"We've definitely got a lot of compliments since adopting Pylon"

 Purvai Nanda, Head of Customer Success & Support at Rootly

These compliments are not just from Rootly's customers. Pylon's impact has spread across every customer-facing team at Rootly.

While Support handles ticket management, the Success team uses views and the customer portal for account-level insights. Leadership (CEO & CTO) maintain high level visibility into support metrics. Marketing loves being able to broadcast product updates to all customer Slack channels with Pylon's built in broadcast feature. Sales can track prospect discussions in Slack, and Engineering manages issues through the Linear integration.