In customer service, efficiency and experience go hand in hand. Resolving customer inquiries quickly is essential to keeping them satisfied, but speed alone isn’t enough. Customers also expect personalized, seamless service throughout the customer experience journey.
This balancing act—between fast resolutions and meaningful interactions—can be challenging for even the most experienced support teams. That’s where Pylon comes in. Pylon empowers customer service teams to optimize workflows, streamline processes, and ensure that agents have instant access to the information they need. The result? A lower average handle time (AHT) and a better experience for every customer.
Here’s how Pylon helps customer-facing teams tackle inefficiencies, enhance service quality, and deliver exceptional customer experiences.
Why average handle time is so important
Average handle time is one of the most commonly tracked metrics in customer service and contact centers. It represents the total time spent on a customer interaction, including the call, email, or chat duration, as well as any necessary follow-up tasks.
A low AHT is a sign that your team is resolving issues efficiently, while a high AHT can signal bottlenecks in your processes or difficulties accessing the right information.
Here’s why optimizing average handle time matters:
- Faster service leads to happier customers: Customers value quick resolutions, and a low AHT ensures they don’t have to spend extra time waiting for answers.
- Improved agent productivity: Reducing AHT allows your team to handle more inquiries in less time, increasing overall efficiency.
- Cost savings: Lower handle times reduce operational costs, enabling your business to assist more customers without needing additional resources.
At the same time, it’s critical to balance speed with quality. Rushing through customer interactions can lead to mistakes, misunderstandings, and dissatisfied customers. Pylon helps teams find the perfect middle ground by giving agents the tools they need to resolve issues quickly and effectively.
How Pylon helps reduce average handle time
Pylon is designed to simplify workflows and remove the obstacles that often cause high handle times. By improving access to information and streamlining processes, Pylon helps agents resolve inquiries faster while maintaining quality service.
1. A centralized knowledge hub
One of the biggest causes of high AHT is the time agents spend searching for answers. Pylon addresses this by serving as a single source of truth for all customer-facing knowledge. Instead of toggling between tools or navigating outdated resources, agents can find what they need in seconds.
This centralized knowledge base includes FAQs, troubleshooting guides, product information, and more—all easily accessible in one place.
2. Smart search functionality
Pylon’s intelligent search capabilities take efficiency a step further. With advanced algorithms that prioritize the most relevant content, agents can quickly locate the exact information they need—even for complex inquiries.
For example, if a customer calls with a question about their account settings, the agent can type a few keywords into Pylon’s search bar and instantly pull up the relevant troubleshooting steps.
3. Seamless integration with other tools
Pylon integrates with your team’s existing customer service platforms, such as CRM systems, ticketing tools, and live chat software. This eliminates the need for agents to switch between applications, saving valuable time and reducing frustration.
By keeping everything in one place, Pylon ensures that agents can stay focused on resolving customer issues instead of navigating inefficient workflows.
4. Real-time updates
Keeping knowledge up to date is critical for reducing handle times. Outdated or inaccurate information can lead to longer calls, repeated questions, and frustrated customers. Pylon allows teams to update content in real time, ensuring that agents always have the most accurate and current resources at their fingertips.
Elevating the customer experience journey with Pylon
While reducing average handle time is important, the ultimate goal is to create a customer experience journey that’s seamless, personalized, and consistent. Every interaction—whether it’s a support ticket, a phone call, or a proactive outreach—should leave customers feeling valued and understood.
Pylon helps teams deliver exceptional customer experiences by enabling them to provide faster, more personalized service at every stage of the journey.
1. Ensuring consistency across interactions
Inconsistent information or misaligned teams can quickly erode customer trust. Pylon ensures that all customer-facing teams—whether they’re in support, success, or sales—are working from the same up-to-date knowledge base.
This consistency means that no matter who the customer interacts with, they receive accurate and reliable information every time.
2. Enabling personalization
Modern customers expect service that feels tailored to their specific needs. Pylon enables personalization by equipping agents with the tools and insights they need to provide relevant, meaningful interactions.
For example, by combining Pylon’s centralized knowledge with customer data from a CRM system, agents can quickly reference a customer’s purchase history, preferences, or past interactions—creating a more tailored experience.
3. Empowering proactive support
Proactive support is one of the most impactful ways to improve the customer experience journey. By anticipating common issues and addressing them before they arise, teams can demonstrate care and prevent problems from escalating.
With Pylon’s real-time updates and centralized knowledge base, teams can create proactive communication strategies, such as preemptively sharing helpful resources or identifying recurring issues to solve them before customers even ask.
Balancing efficiency and quality
Achieving the right balance between speed and quality is one of the biggest challenges in customer service. While a low average handle time indicates efficiency, it shouldn’t come at the expense of customer satisfaction.
Pylon enables teams to reduce AHT without sacrificing service quality by:
- Streamlining workflows: With faster access to accurate information, agents can focus on solving customer issues instead of searching for answers.
- Building confidence: Pylon empowers agents to feel prepared and informed, enabling them to approach interactions with confidence and empathy.
- Improving communication: By eliminating inefficiencies, agents can spend more time connecting with customers and building rapport.
The result is faster, more effective service that leaves customers feeling valued and satisfied.
Tips for using Pylon to its full potential
To maximize the value of Pylon, consider implementing the following best practices:
- Organize your knowledge base: Ensure that all customer-facing content—like FAQs, troubleshooting guides, and product documentation—is clearly structured and easy to navigate within Pylon.
- Train your team: Equip agents with the skills to use Pylon’s search and integration features effectively.
- Keep information updated: Regularly review and refresh your knowledge base to ensure it remains accurate and relevant.
- Monitor performance: Track metrics like average handle time and customer satisfaction to measure Pylon’s impact and identify areas for improvement.
Pylon: The key to better customer experiences
Pylon is more than just a knowledge management tool—it’s a solution designed to optimize customer interactions and empower teams to deliver their best work. By reducing average handle time and enabling seamless, personalized service, Pylon helps businesses create customer experiences that drive loyalty and satisfaction.
Whether you’re looking to streamline your workflows, improve efficiency, or elevate the customer experience journey, Pylon provides the tools you need to succeed. With its intuitive design and powerful features, it’s the ultimate partner for teams committed to delivering exceptional service.