Case Study: Hightouch scales Slack support and boosts self-service with Pylon

Hightouch boosts Slack self-service 75% with Pylon

Hightouch, a Composable CDP company, prided itself on customer experience but faced a scaling challenge. Their customers loved using shared Slack channels for support, but managing these channels manually was too operationally intensive for their team. The process created context switching, a lack of visibility for other stakeholders, and no way to track key support metrics from Slack conversations. They partnered with vendor Pylon to find a solution.

Pylon implemented a solution that bidirectionally syncs data between Slack and Intercom in real-time. This allowed Hightouch's support team to manage all customer questions from a single queue in Intercom while customers remained in Slack. The results included a 75% increase in customers self-serving into support, saving over 100 hours per month, and gaining consolidated metrics. Pylon enabled Hightouch to scale its Slack support to over 300 customers efficiently.

Hightouch