Case Study: Builder.io reduces support complexity by 90% with Pylon

Builder.io reduces support complexity by 90% with Pylon

Builder.io, a visual development platform, faced challenges scaling their support operations with Zendesk as their ticket volume grew. They required advanced AI capabilities but found existing solutions, including Zendesk's own offerings, had immature AI, integration challenges, and misaligned pricing. Head of Support Stephane Gonthier sought a solution that could deliver these features without adding operational risk or complexity to their established workflows.

The company selected Pylon for its advanced AI capabilities and native integrations. Pylon's migration process successfully moved over 9,000 historical and 650 active tickets with zero customer escalations, revealing that 90% of their previous automation complexity was due to Zendesk workarounds. As a result, Builder.io saved 6-7 minutes per process on automated account deletions, eliminated context switching between tools, and increased their Customer Effort Score from 77% to 83%.

Builder.io