You’ll Get Fired If You Stick With Legacy Tools | Pylon Spotlight

On a recent trip to San Francisco, we sat down to chat with Pylon's co-founders Robert and Advith to talk about why they believe Zendesk got it wrong, and how they’re fixing customer support for modern B2B companies.

We cover everything from AI hype vs. reality, to what metrics they ignore, to the bold bets they’re placing on Pylon’s future. If you’ve ever wondered what the next-gen customer support platform looks like, this is it.

[00:00:00] What did Zendesk get wrong and why are Pylon the ones to fix it?
[00:01:15] What’s something your competitors pretend is working but everyone secretly hates?
[00:02:27] What hill will Pylon die on when it comes to the customer experience?
[00:03:05] Robert, does your side job on the traffic authority help you bring more empathy here?
[00:03:48] What is something Pylon does that would get you fired in big tech?
[00:04:35] What conventional metric are you proudly ignoring?
[00:05:24] What was a moment where you thought, “This is getting chaotic, but it’s working”?
[00:06:22] Who are your power users and what’s the wildest way they’ve used Pylon?
[00:07:27] When do you feel unbeatable?
[00:07:48] What’s something you’ve done in the past 30 days that made you think “This category is ours to lose”?
[00:08:22] What headline would you want to read about Pylon one year from now?
[00:08:30] What bet are you placing right now that no one else has the guts to?
[00:09:00] What would you say to someone still using a legacy tool like Zendesk?