Case Study: Rootly scales omnichannel support with Pylon

Rootly launches omnichannel support in 2 weeks with Pylon

Rootly, a modern on-call and incident response platform, needed a new support tool to provide multi-tier, omnichannel support at scale for its enterprise customers. After evaluating options like Zendesk and Freshdesk, which lacked key functionality such as a customer portal, Rootly sought a vendor partnership and chose Pylon.

Pylon provided Rootly with a comprehensive support platform, enabling them to integrate channels like Slack, email, in-app chat, and a customer portal. The implementation of a knowledge base was a particular game-changer. The solution improved the customer support experience and was adopted by multiple teams across Rootly, including Marketing, Sales, and Engineering, leading to greater productivity and high-level visibility into support metrics.

Rootly