I’m doing early research for a customer support product, and I’m trying to understand how people actually use chatbots inside CRM systems (Intercom, Zendesk, Freshdesk, HubSpot, etc.).
For anyone who deals with customer support, operations, or engineering: What are the biggest pain points you’ve experienced with CRM + chatbot setups?
Some areas I’m curious about: 1. Quality of answers 2. Configuration complexity 3. Bot fallbacks to human agents 4. Speed/performance issues 5. Integration limits 6. Pricing vs value 7. Accuracy/reliability of the bot 8. Workflow problems for support teams 9. Maintaining the knowledge base 10. Automations that break easily 11. Cases where chatbot increases workload instead of reducing it
I’m not trying to pitch anything. Just collecting patterns and real-world experiences.
Would love to hear from founders, CX teams, support engineers, or anyone who has implemented or maintained these systems.
1 comment
Have been using HubSpot for CRM, supplemented with Pylon for CX. The combo has worked well for us because HubSpot handles the broader CRM workflows, while Pylon fills some of the gaps on the customer success side.
Pylon has been rolling out some interesting capabilities lately - Account Intelligence in particular has been useful for surfacing context automatically before a human jumps in. Still early, but it’s been helpful in reducing back-and-forth.