# How Hightouch uses Pylon

**100 hours / month**: “100 hours / month saved in finding and tracking customer questions across Slack channels.”

As published on [usepylon.com](https://www.usepylon.com/case-study/hightouch). Captured by usedby on 2026-10-08.

- Company: [Hightouch](https://www.usedby.ai/companies/hightouch.md)
- Tool: [Pylon](https://www.usedby.ai/tools/pylon.md)
- Industry: [Marketing Tech](https://www.usedby.ai/companies/industry/marketing-tech-martech.md)
- Teams: Success Engineering, Product, Engineering

## What the story says

Hightouch's success engineering team uses Pylon to sync customer Slack channels with Intercom in real time, so support questions from shared Slack channels flow into a single queue. Pylon's AI prompts customers to self-serve into support and provides SLA tracking and reporting on Slack conversations.

Summary written by usedby from the source page, in English. The figures are those of Pylon and Hightouch, not ours.

> Behind-the-scenes, Pylon bidirectionally syncs data between Slack and Intercom in realtime - allowing Teresa's team to live in Intercom to answer customer questions across their entire customer base.

- **75%**: “75% increase in rate of customers self-serving into support from Slack”
- **100%**: “100% of support questions routed to a single queue for Hightouch's success engineering team.”

> Pylon has quickly become one of the essential tools in our support toolkit that I would not go without.
>
> Teresa Nesteby, Head of Success Engineering

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 100 hours / month is printed word for word on the page, near the name of Hightouch.
- Checked: the passage quoted above is copied word for word from the page, near the name of Hightouch.
- Checked: Hightouch uses Pylon. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/hightouch-pylon · How we check: https://www.usedby.ai/methodology