We’re launching the implementation of a new customer engagement platform at Skyscrapers! We are continuously aiming to improve how we handle support across different digital channels and will position Pylon as our central tool for managing all of your requests and conversations. Thanks to the momentum from our recent hackathon (held at our Napoli retreat), we already have support flows, habits, and expectations in place. The implementation will obviously not stop there and is all about further refinement and formalization of what we’ve started.

Why are we doing this

We want to make support faster, clearer, and more on-target for everyone involved:

• Improve first-line support efficiency and consistency
• Reduce response times for questions and issues
• Make it easier for customers to know how and where to ask for help
• Enable automation to serve for better and tailored service
• Set clear expectations and make sure to live up to them

What to expect

We’re currently reviewing and refining our existing support flows, processes and communication patterns. This is advancing quite well! Once ready, expect us to roll out Pylon in customer Slack channels. At the minimum expect us to continuously update documentation, including practical guides and possibly short recordings.

How to you get to know the latest?

We will always communicate what’s changing – and what benefits it will hold for you - via the customer Slack channel, as well as via this changelog. We’re also planning optional webinars to walk you through the new approach live.

Stay tuned, more updates to follow as we progress!