Background

Twig is a Series A company that's raised $14.2M and will soon be raising their Series B. They build large language models for the finance industry.

They're a hybrid company with offices in New York, London, and Lisbon.

They've been growing rapidly and this case study explores how they leveraged Pylon to help them build a scalable, unified customer support process for their Slack Connect Channels, Email, and In-App Chat.

Challenges

As Twig grew, they felt the pains of not having a support system. Especially given that they have team members all around the world, it has become important to build more structure and process around their customer operations.

Their problems were around:

• No unification across the 3 places they offered support. For them those three sources of customer issues are Slack Connect, Email, and In-App Chat.
• Lack of the basic support tooling. They used an internal system to view customer issues, but it was manual. It was difficult to assign open tickets, set up automations, get alerts for missed SLAs, add tags, set fields on issues, or even see relevant customer data while responding to customers.
• No activity sync from Slack to Salesforce. They had a pretty basic RevOps setup but did not have visibility into what was going on with customer conversation in Slack.

Twig was able to solve all of these problems thanks to the help of Pylon.

Results

Twig support team now operates completely out of Pylon where they can see a consolidated view of all of their customer issues.  

They get complete unification across the three places they talk to customers.

For all customer issues, they can now leverage support system functionality including assignment, private notes, viewing customer plan data from Salesforce while responding to issues, SLAs, and exporting issue data to run their own analysis.

The metrics they pull include analytics on support volume, first response time, and resolution time. This is filterable by date ranges, accounts, groups of accounts (based on their Salesforce data), issue assignee, and custom fields.    

And finally they're finally able to run RevOps workflows off the synced activity data Pylon automatically syncs to their CRM Salesforce.

Book a demo to learn more about how Pylon can bring operational efficiency to meeting your customers where they live.