Let’s be real—migrating customer support data isn’t exactly the fun part of running a business. It’s complex, time-consuming, and if not done right, a total headache. That’s the challenge Pylon faced. As a B2B support platform built to make customer service smarter (not just automated for automation’s sake), Pylon needed a migration partner that could handle a tangle of different systems without disrupting the experience. That’s where Help Desk Migration came in. In this conversation, Robert Eng from Pylon shares how the partnership has made migrations smoother, faster, and way less of a hassle—for both their team and their customers.
Robert Eng: The Founder Redefining B2B Customer Support
 | Robert Eng is a software engineer turned entrepreneur, reshaping B2B customer support with Pylon. His startup integrates Slack, Teams, and Discord to streamline customer success, offering a modern alternative to Zendesk and Intercom. Backed by $20M in funding, Pylon powers companies like Deel and Hightouch. A Caltech graduate with dual degrees in Computer Science and History, Robert’s early career spanned engineering roles at Facebook, DoorDash, and Affinity. He co-founded Pylon after pivoting through multiple startup ideas with Advith Chelikani and Marty Kausas, eventually focusing on customer support for B2B companies. With 8 years in software engineering, Robert specializes in Java, Python, C++, JavaScript, and Node.js. |
His vision? To make Pylon the go-to system of record for B2B customer support—turning it from a cost center into a strategic advantage.
Robert, thank you for joining us today! To start, could you introduce Pylon and share a bit about what your company does?
We’re a Support System for B2B companies. We’re different in three ways:
- AI is geared more toward helping humans than replacing them as B2B support is more complex than B2C,
- we combine the reactive support side with the proactive success side since account context is way more important in B2B, and
- we serve the new places B2B companies talk to each other, like Slack and MS Teams, along with the regular ones (Email, chat, etc.).
(Source: Pylon)
What motivated Pylon to seek a data migration partner, and how did you discover Help Desk Migration?
We needed a way to migrate our customers’ data from their old system. The problem was we were migrating from a long tail of systems and we weren’t going to build out a migrator tool for each system.
Why Help Desk Migration?
When evaluating potential partners, what specific features or capabilities of Help Desk Migration stood out to you?
The breadth of supported systems. We made a list of requests and HDM was the only one that could cover them all.
How does our approach to data migration align with Pylon's operational needs and objectives?
Relokia has been very accommodating to what we’re looking for. We didn’t want to expose the payment flow to the end user since we wanted to cover the cost and manage the migration itself, and Relokia was able to build out a flow for our operational needs.
(Source: Pylon)
Since becoming a partner, what are the key advantages Pylon has experienced?
Migrations are way easier to set up and execute since there’s a UI to do the mapping and some nice handles to send in some demo data.
What level of support and collaboration have you received from the Help Desk Migration team? How has it helped Pylon ensure smooth migrations?
The Slack channel with Relokia has been a game changer. Really helpful in escalating things and getting things done, especially if they’re urgent.
What kind of feedback have you received from your clients regarding the improved migration experience?
People are very happy with how fast these migrations go now. Quote from yesterday from a customer “Team is loving Pylon, migration was quick and easy. If you ever need a customer reference or a case study for moving off of Zendesk - let me know!”
Partner Benefits and Business Growth
How does this partnership support Pylon’s ability to onboard new customers more efficiently?
It’s definitely unlocked a whole set of customers we wouldn’t have otherwise been able to support a migration for.
What are some specific use cases where Help Desk Migration has provided significant value to Pylon’s clients?
Specifically in the long tail of support system. We had a Dixa migration come in and we would have never been able to support that if not for HDM.
(Source: Pylon)
Looking Ahead
Pylon is known for its innovation in the B2B space. How does this partnership reinforce your commitment to delivering top-tier services?
We want the migration process to be a white-glove service, and part of that is the smoothest migration process possible.
In what ways do you see this partnership evolving in the future to bring even more value to Pylon and its clients?
We’re still new into the partnership, so the process is still a work in progress and rough around the edges. Excited to keep filling in the gaps to get the migration a well-oiled machine.
Would you recommend Help Desk Migration to other companies looking for a data migration partner? If so, why?
Yes, definitely. They’ve built a great product, and their custom work team is extremely responsive and fast.
Finally, what advice would you give to companies considering a partnership with Help Desk Migration?
Have an ideal flow in your mind of what it should look like, but also don’t be afraid to lean on the HDM team for what they’ve seen work well.
Recap: Pylon Streamlined Data Migration
Since teaming up with Help Desk Migration, Pylon has taken the pain out of data migration. Instead of wrestling with countless support systems, they now have a streamlined, user-friendly process that gets customers up and running fast. Features like pre-built customization and hands-on support have been game-changers, making migrations smoother and less stressful. The partnership has opened new doors for Pylon, allowing them to support migrations they wouldn’t have been able to handle otherwise. And as they continue refining the process, they’re looking forward to making the migration experience even more effortless.
A special thanks to Robert Eng for sharing Pylon's journey and insights!
