Case Study: Lightdash unifies support and cuts costs with Pylon

Lightdash unifies four support channels and cuts Intercom costs with Pylon

Lightdash, a company that transforms dbt projects into a BI platform, faced significant challenges in scaling its customer support. As they grew, they needed to meet customers across four channels—Slack Connect, Slack Community, email, and in-app chat—but lacked a centralized view of conversations and basic support tooling. They were also using the expensive Intercom for chat and sought a more cost-effective solution. To address these pain points, they turned to the vendor Pylon.

By implementing Pylon, Lightdash unified all four of its customer support channels into a single platform. This allowed them to eliminate their legacy Intercom tool, resulting in substantial cost savings. The Pylon solution provided them with essential support functionalities like issue assignment, automations, SLA alerts, and analytics on response and resolution times. Furthermore, Pylon automatically syncs customer activity data to their CRM, Attio, enabling new RevOps workflows for improved customer engagement.

Lightdash