| Functionality | 8 <p>Pylon is "modern support platform for B2B companies". It offers a good range of features including support for email, live chat, ticket forms, Slack/ Teams and help centre. It also offers decent automation, AI and reporting functionality.</p><p>However, it lacks support for many channels (e.g. phone, socials) or custom objects.</p> | 6 <p>While free, Tawk.to offers basic support features: live chat, chatbot, email, Help Center creation, and minimal automation. The AI chatbot is also free. However, it doesn’t support important channels like phone and social media, and lacks advanced automation and reporting, including ticket routing.</p> |
| Ease of Use | 8 <p>Pylon has a relatively quick learning curve - an average employee should take 1-2 hours to familiarize themselves with the key workflows, with the bulk of that time spent on getting up to speed with how Slack/ Teams integration works.</p> | 4 <p>We find Tawk.to's interface cluttered and confusing. Live chat visitors appear as long random numbers, and you can’t create custom views to prioritize relevant tickets. There’s no option for multiple inboxes to handle different support requests. They also use unfamiliar terms like “Whisper” for internal notes.</p> |
| Look and feel | 6 <p>We find Pylon's interface to be clean and modern. However, some pages can be slow to load e.g. opening a ticket takes ~2 seconds, and the analytics dashboard can take >5 seconds to load.</p> | 4 <p>Tawk.to's interface looks a bit dated, and pages can take a few seconds to load. The platform sometimes gets disconnected from the server easily, which can get quite annoying.</p> |
| Customisability | 8 <p>Pylon offers good customization options including custom views, custom fields, and custom reporting (including the view of customer context within Account Management). A unique feature here is that users can create swimlane diagrams for Kanban views. However, it lacks more advanced customization features like creating custom data objects and tracking custom events. </p> | 5 <p>Tawk.to offers basic customisability options. Users can create custom fields for customers and have good customization options over live chat (widget layout, message options, availability).</p><p>However, it lacks more advanced customization features like custom views (saved filters), custom objects, or custom reports. </p> |
| Ease of Setup | 5 <p>Frustratingly, Pylon does not offer a self-serve free trial on its website. Instead you'll need to trudge through a sales demo to access the platform. However, calls are generally short and often deals are often closed in just one call if you're looking to purchase right away. Once you're in, initial setup is very slick, taking less than 10 minutes. Additionally, given its Slack centricity, connecting core channels is a one-click process.</p> | 6 <p>Tawk.to offers a simple self-serve free trial for their platform. We found the initial setup to be relatively simple, taking around 10 minutes. Setting up your first channels may take some time though - with no easy one-click email connect option, you’ll have to setup email forwarding manually. However, setting up live chat is a fairly straight forward process (pasting a script into your website).</p> |
| Customer Support | 9 <p>Pylon offers support via in-app live chat and Slack/ Teams. We've found the team helpful, and quick to respond. Pylon is also known for being very responsive to product feedback.</p> | 8 <p>The in-app live chat with the support team connects you almost instantly. The agents are patient and helpful, providing a positive support experience.</p> |
| Integratability | 7 <p>Pylon currently offers only 10 integrations, though they cover key areas like project management (JIRA, Linear, Asana) and CRM (HubSpot, Salesforce, Pipedrive). The recent addition of webhook support improves its integration capabilities. However, it still lacks integrations in categories like data enrichment, surveys, and marketing tools. It does offer an API for custom integrations.</p> | 4 <p>Tawk.to only has a handful of pre-built integrations with the most common tools like Google Analytics, Google Sheets, Slack, MailChimp and some web-builders. However, it does offer an API for custom integrations.</p> |
| Ease of Migration | 5 <p>Pylon's data export capabilities appear to be limited. While users can export reports to CSV, it doesn't seem possible to self-export tickets.</p> | 8 <p>Tawk.to allows users to export key data (e.g. ticket and agent volume) via self-serve. Export of most other data are also available via API.</p> |
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