Marty Kausas
@marty_kausas
move fast and support customers cofounder @usepylon (b2b and ai-native support platform)
Welcome to the Pylon office 👋 We had originally toured the place as a joke. We were 13 people looking at an office that could fit 100 (!). But the more we joked about it, the more excited we got. This was THE iconic UserTesting / Postmates / AMCO building right across from the…
Bulk-shipping support data 💪
NEW: Redshift integration You can now sync your Pylon data directly to Amazon Redshift. Before: you asked engineering to build custom pipelines to get support data into your warehouse. Now: you select which data columns you want, set a sync cadence, and Pylon automatically…
This is a great ID-ea. Pylon eng team stays shipping
You can now sync Pylon 𝗮𝗰𝗰𝗼𝘂𝗻𝘁_𝗶𝗱 into your CRM to match customer data across different tools. Say you're analyzing which accounts generate the most support tickets alongside their contract values in Salesforce. With account IDs synced, you can accurately link the data…
We're working really, really hard right now. I've been putting in ~92 hours / week for the past 3 weeks. The breakdown: - M-Thu (8AM - 1AM) - Fri (8AM - 7PM, 10-12AM) - Sat (full rest day) - Sun (1PM-12AM) This is not meant to glamorize or encourage. We just really, really…
Mikkel Svane sold Zendesk for $10.2B. This is possibly one of the unluckiest acquisitions ever. Just 8 days later, ChatGPT came out. Zendesk's revenue up until 2022 was great: 2020: $1.03B (+26% YoY) 2021: $1.33B (+30% YoY) 2022: $1.58B (+18.6% YoY) ← Tech Recession…
Can personally attest this saves so much time
You can now automatically apply ticket settings to account groups using filters. For example, your enterprise customers need ticket confirmation messages turned on, but your smaller accounts prefer them off. You can... 1/ Create a filter for "enterprise accounts" 2/ Apply…
Pylon's pricing model has changed 10 times. Here's how 👇 1/ Seats (1 tier) 2/ Flat Rate 3/ Platform Fee + Add-Ons 4/ Platform Fee + Add-Ons + Scaling Pricing 5/ Seats (1 tier) (was meant to be temporary) 6/ Seats (2 tiers) 7/ Seats (3 tiers) 8/ Seats (3 tiers) + AI Assistants…
API stands for "Actually Pretty Incredible"
NEW: Link external issues via API You can now programmatically connect external product tickets to Pylon issues via API. Say a customer reports a bug through your support channel that becomes a Pylon issue. But your engineering team creates a ticket your project management tool…
Our customers want to sign in, not sign up for more passwords
NEW: SAML SSO Login You can now log into Pylon using your company's SSO provider. Before → your team used alternatives like Slack, Microsoft, or Google SSO. Now → log into Pylon through your existing identity provider just like every other tool in your stack. This works…
How much do founders get paid? Someone recently showed me. The benchmarks are pulled from multiple data sources (e.g. Pave, Carta, etc). I can't confirm how many data points they are pulling from. All I know is Advith, Robert, and I are really pulling down the averages with…
Rule of thumb: feedback makes everything better 👍
You can now upvote or downvote replies from AI agents to help improve their performance. Let's say an AI agent perfectly summarizes a customer's frontend error and suggests the exact steps to resolve it → thumbs up. Or maybe it misunderstands a technical question about…
I'm looking for PhDs to join our SDR team. PhD stands for Poor, Hungry, and Desperate. I did not come up with this acronym nor do I officially endorse it. But it kinda makes sense. This "PhD" concept was recommended to me by a former CRO of a public company when we gave me…
We've migrated 115+ customers off of Zendesk, Intercom, Freshdesk, and a long-tail of other products. It blows my mind everyday. What had to align to make this possible: 1/ Slack, Teams, Discord support growing quickly 2/ Zendesk getting acquired by private equity 3/ AI…
There are ~13k Series B+ companies on Crunchbase. Surprisingly 71% are still active. The rest are... Total: 13,012 Operating: 9,256 (71%) Closed: 1,948 (15%) Acquired: 1,612 (12%) IPO: 196 (1.5%) So if you make it to Series B, there's a really great chance you stick around…
This morning I received a message from the most famous investor from Silicon Valley... Mr. Tres Commas himself. This video was produced for me by our friends at Unify who just announced their Series B fundraising. Congrats to you guys on the Series B and this super creative…
My AI predictions for 2026 are: a) systems of record will greatly lock down their APIs b) defensibility will become THE question for AI agents c) incumbents will buy up AI agent companies "𝘀𝘆𝘀𝘁𝗲𝗺𝘀 𝗼𝗳 𝗿𝗲𝗰𝗼𝗿𝗱 𝘄𝗶𝗹𝗹 𝗴𝗿𝗲𝗮𝘁𝗹𝘆 𝗹𝗼𝗰𝗸 𝗱𝗼𝘄𝗻 𝘁𝗵𝗲𝗶𝗿…
Zero employees have left Pylon. We try to make Pylon an incredibly fun place to work and... We have 14 open roles across all functions! 1/ Customer Success Manager (Customer Success) 2/ Product Designer (Design) 3/ (New Grad) Software Engineer (Engineering) 4/ Frontend…
Human-guided runbooks are also very useful for training new team members on specific processes
A few weeks ago we launched AI Agents + Runbooks. Today we're launching Human-guided Runbooks. Runbooks are step-by-step workflows that handle tasks like fetching internal data via API, asking follow-ups, or escalating to the right team. Now your team can work through them…
Did @rengrenghello pass though
HOW WE USE AI FOR HIRING We've built a GPT to handle our first support interview at @usepylon👇 Not to replace interviews entirely but to make them better. Here's how it works: → Every candidate chats with "Bob Jones" → Bob is a fictional Pylon customer who can't get his…