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

How Hightouch Scaled to over 300+ Customer Slack Channels

Hightouch, a Customer Data Platform, faced operational challenges scaling their customer support via shared Slack channels. The process was manually intensive for their team, leading to context switching between Slack and Intercom, a lack of visibility for other stakeholders, and an inability to track support metrics from these conversations. They partnered with Pylon to find a solution.

Pylon implemented a solution that bidirectionally syncs data between Slack and Intercom in real-time. This allowed Hightouch's team to manage all customer queries from a single queue in Intercom. The results included a 75% increase in customers self-serving into support from Slack and over 100 hours saved monthly. Pylon provided the metrics and operational efficiency needed to scale their Slack support.

Hightouch

Teresa Nesteby

Head of Success Engineering