Why Pylon?

We use Pylon for our customer support because it streamlines communication and ensures that every client inquiry receives a timely, organized response. Pylon offers a shared inbox that consolidates messages from email and Slack Connect, allowing our team to collaborate efficiently while maintaining clear accountability.

On our Support page, we outline our policy of not providing client support over the telephone. By centralizing communication within Pylon, we ensure a consistent, trackable, and efficient experience for our clients.

Why Unified Customer Service Matters

In many businesses, customer service is fragmented—emails get lost, responses take too long, and important messages end up siloed in individual inboxes. With Pylon, we avoid these common pitfalls by bringing all client communications into a single, shared inbox.

This unified approach ensures:

• No missed messages – Every inquiry is tracked, assigned, and responded to promptly.
• Clear ownership – Our team knows who is responsible for each issue, preventing duplicate responses or overlooked messages.
• Faster resolution times – With Pylon’s powerful automation and AI-assisted responses, we can provide solutions faster while keeping a human in the loop for legal matters.

Teams Over Individuals

By using Pylon instead of Google Workspace, we emphasize that team collaboration matters more than individual email accounts. While our attorneys send private emails at their discretion, these personal communications are not officially part of our firm.

Only emails received and sent from shared inboxes serve as our system of record. This approach enhances:

• Transparency – Every team member can see relevant communications, reducing knowledge gaps.
• Accountability – No single person is a bottleneck in responding to clients.
• Continuity – If a team member is unavailable, someone else can step in seamlessly.

AI & Human in the Loop

Pylon integrates AI-powered automation to handle repetitive tasks and draft responses. However, if a response is generated by AI—including Pylon AI—please note that it is NOT LEGAL ADVICE.

We maintain a human-in-the-loop approach, ensuring that sensitive or complex client interactions receive human oversight. This hybrid model combines the efficiency of AI with the expertise and ethical judgment of our legal team.

Using Pylon allows us to deliver efficient, transparent, and accountable client service while maintaining the high standards expected of a legal practice. We believe that great customer support is a team effort, and Pylon helps us provide just that.