Gist vs. Pylon

If your marketing model is selling products, services, or SAAS where you are doing inbound marketing and your website will do most of the lead generation and conversion, this is a great product. From live chat, support, event tracking, and automation, you could almost put your entire business on autopilot. If your marketing model is mostly outreach to cold leads and conversion, this software currently does not have any type of sales stages or task generation. I would still use Gist for website inbound but use another software for outreach and cold leads then when they become a lead put them into Gist for marketing automation.

Incentivized

I think Pylon is great for startups who are figuring out where they want to interact and how they want to interact with their customers. Pylon is also great for beginner account management in terms of keeping track of comms, usage, tickets, and a bit more. Overall, I think Pylon will scale nicely it just takes a bit of time to configure all (lots) of settings.I don't think Pylon is well-suited for teams who don't know much about support operations. The tool has so many great features an they ship super fast, but the product itself isn't very opinionated and the amount of options sometimes can be overwhelming

Incentivized

• Customer service via a unified inbox so you dont have to separately monitor your twitter, Facebook or IG account for consumer communication there. Gist unified all into one inbox, better than anyone else I've seen in the market. They archive all communications and tie them back to a single user so you get unified customer history / data.
• Marketing segmentation and automation: they track user history and behavior across the site and have super detailed segmenting capability, on par with ActiveCampaign's, but better I'd say. Better UI for the marketing admin person, and more unified data than in AC.
• Live chat and chatbot. Usually it's either one or the other but with Gist you can do both seamlessly.

Incentivized

• Agent view customizations
• Account mangagement tools
• Feature / Tool feedback

Incentivized

• Plan limits can be confusing. For example, there is a monthly charge for support and a monthly charge for "growth," plus there's a separate charge depending on how many contacts and seats you have. Perhaps this is normal in the industry, but it can make it a little challenging to understand the bill every month.
• The vast amount of features means development will never be as fast as you'd like it to be (even though they release updates all the time). This may not actually be a valid concern, and it certainly isn't unique to Gist (who doesn't have a wishlist they're waiting on their favorite SaaS to get to?), but I do believe the likelihood of being stuck without your desired feature being developed goes up a lot as the product gets bigger and bigger.
• Email deliverability has been less than perfect in the past, but it has improved drastically in the last year.

• AI intentionality
• Linear integration

Incentivized

Gist is a quite reliable service with a lot of added values. We don't need to pay for different Saas for these important features. If I had an issue the team was super responsive and helpful, that is essential for every business. The email delivery is great, so virtually no email has landed into spam folder

Incentivized

It’s pretty simple, but it does a lot so there are more complicated features which depend on an individuals ability for software implementation. I am not an IT expert and I’ve managed to implement everything myself, others that are more tech-minded may find everything easier.

Overall, the UI is awesome and super intuitive. The features makes sense and everything is customizable to your liking. You don't need to create copies of filters, because the changing of filters on one saved few is THAT easy, which is something we love. Additionally, whenever we go to look for a capability or day dream about something... Pylon usually has it or its in the works. Only reason its not a 10 is that it can be overwhelming that it has everything, but a food problem to have

Incentivized

Fantastic support. Ask a question, get an answer within 24 hours every time. And sometimes within a few minutes. They've always come through for me, helpful and, even when it's an issue on my end, they point me in the right direction.

Incentivized

Gist combines all our previous products into one application and adds many more features that would require more apps. Gist is excellent and a no-brainer all-in-one application when compared to having to manage multiple applications at higher cost. The support from the whole Gist team has been extremely responsive.

After evaluating both platforms, we chose Pylon for its superior user experience and deeper integration capabilities. Unlike Zendesk's frustrating UI and limited customization options, Pylon offered seamless integration with our existing tools like Salesforce, Linear, and PagerDuty, while allowing our team to stay within familiar Slack interfaces. The multi-channel notification system and AI-powered features like article generation provided the modern support infrastructure we needed, eliminating the complex rules and automations that made Zendesk cumbersome. Pylon's robust analytics and broadcast features also gave us valuable insights into customer engagement, making it the clear choice for streamlining our support workflows while enhancing both team efficiency and customer satisfaction.

Incentivized

• They are perfect for me as a someone who needs a lot of bang for the buck. The chat messenger device on my website alone has brought me new prospects that I did not have to spend money recruiting.
• I am able to save hours of time with the automated emails that are GDPR compliant.
• I don't have to pay for a designer to have excellent looking emails either.

• Team productivity
• Easier cross-functional collaboration
• better insights into customer issue tracking

Incentivized