Product-Led Support for modern software companies that want to transform their customer support into a growth engine, and that believe in the power of one: one team between support engineers and developers, and one customer success culture across all.
Overview
At DevRev, we believe that efficient growth will be key to survival in this decade. We want to help drive this change, starting with converging customer success and customer support so every department can deliver on growth opportunities.
Powered by AWS, our DevCRM platform puts product and end user at the epicenter, converging data across departments onto a single collaboration and analytics platform arming support engineers with product and user data and helping reduce churn, cut costs by over 50 percent, and grow efficiently.
DevRev Product-Led Support is the first app on the DevCRM platform, converging in-app and modern customer channels with a scalable, customizable support ticketing platform that is tightly integrated with engineering issues.
Core capabilities
- In-app channel, PLuG, for customer engagement
- Unified customer conversations inbox
- Omni-channel support: PLuG, Slack, Email
- Automated convergence across customer conversations, support tickets, and developer issues
- Semantic search, knowledge articles abstraction, and deflection
- AI powered deduplication, ticket clustering, suggested links
- AI powered auto suggestion, auto complete, type ahead
- Bidirectional sync with Jira, Slack, GitHub
- Customizable data model
- Insights & Analytics
- Marketplace integrations and automations
Highlights
- In-App user experiences: The product-led channel, PLuG, to talk to your users; chat, broadcast, and nudge your users to drive adoption and delight.
- Omni-channel inbox & support productivity: A bi-directional, synchronous view into real-time customer conversations across PLuG, Slack, and email. Provide high touch customer support and boost productivity with AI powered search, deflection, deduplication
- Product and customer-centricity: A modern ticket management system that is extensible via APIs and webhooks, and connected to legacy CRMs and software development applications. DevRev data platform provides insights, collaboration, and the first ever product system of record.
Details
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on actual usage, with charges varying according to how much you consume. Subscriptions have no end date and may be canceled any time.
Dimension | Cost/unit |
|---|---|
DevRev Unit (1 unit) | $0.01 |
DevRev Parts Manager | $0.01 |
Vendor refund policy
No refunds; Contracts cannot be canceled and exceptions made on a case by case basis.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Customer reviews
Consulting
The rationale behind the platform is great, but there are some areas of improvements
Reviewed on Nov 15, 2024
Review provided by G2
What do you like best about the product?
The use of AI, the suggestions and the fact that it understands the messages
What do you dislike about the product?
some slowness and some glitches, it can be improved
What problems is the product solving and how is that benefiting you?
It conveys the requests to the right team and it can read and understand the message
Leave a comment0 comments
Vinod K.
Great customer support team and very good default features
Reviewed on Nov 05, 2024
Review provided by G2
What do you like best about the product?
DevRev has very good default features like
- moving a ticket to relevant status based on customer reponse,
-rating the problem description,
-suggesting ways to improve the problem statement like asking the user to add impact, samples, screenshots, videos, etc..
- Integration with Slack is seamless - comments are added to Slack from DevRev and vice versa without a delay
- Easy to manage the email communication with customer - comment in DevRev will be sent to the customer on email chain with the customer.
The customer support team is very active and knowledgeable.
- moving a ticket to relevant status based on customer reponse,
-rating the problem description,
-suggesting ways to improve the problem statement like asking the user to add impact, samples, screenshots, videos, etc..
- Integration with Slack is seamless - comments are added to Slack from DevRev and vice versa without a delay
- Easy to manage the email communication with customer - comment in DevRev will be sent to the customer on email chain with the customer.
The customer support team is very active and knowledgeable.
What do you dislike about the product?
UI is a bit clumpsy - too much information.
Unable to add screenshots and brief notes together. The images will be added in the attachments and removed from the description. This makes it difficult to describe the problem as this will not allow someone to create a story based on a series of screenshots.
Some of the fields in devRev take a flow chart kind of values. The UI needs to be improved to allow the user to navigate the flowchart better. Current implementation doesn't allow it.
Unable to add screenshots and brief notes together. The images will be added in the attachments and removed from the description. This makes it difficult to describe the problem as this will not allow someone to create a story based on a series of screenshots.
Some of the fields in devRev take a flow chart kind of values. The UI needs to be improved to allow the user to navigate the flowchart better. Current implementation doesn't allow it.
What problems is the product solving and how is that benefiting you?
DevRev is helping us manage the complaints reported by the customer on Slack, email or DevRev seamlessly.
It alerts whenever there is a SLA breach, customer message, allows to configure status changes whenever customer responds, alerts whenever the tone of the customer is angry, frustrated, etc helping us respond to the customer faster.
It alerts whenever there is a SLA breach, customer message, allows to configure status changes whenever customer responds, alerts whenever the tone of the customer is angry, frustrated, etc helping us respond to the customer faster.
Paul N.
Transformative, Customer-Centric Product That Elevates Team Efficiency
Reviewed on Oct 29, 2024
Review provided by G2
What do you like best about the product?
As a leader in Customer Services and Support, I’m thrilled with the customer-centric vision DevRev embodies. The platform is ideal for overseeing support tickets, platform incidents, and customer-driven change requests, all through a streamlined, intuitive interface. It’s easy to navigate and provides the insights leaders need to stay on top of a high volume of critical work items.
Our onboarding experience with DevRev has been exceptional. Their team initially developed the customizations we needed to get up and running quickly, adapting the platform to our requirements. Now, they’re advancing toward a self-service model that empowers my teams to iterate faster and deliver even better experiences to our customers. This evolution is enabling smoother workflows and more agility in meeting customer needs.
The platform has become indispensable in aligning our teams around customer needs. DevRev has also enabled closer collaboration between our support and engineering teams, which has been particularly impactful in managing customer-facing incidents. Its flexibility allows us to adapt as needs evolve. For any leader committed to operational excellence and a customer-first approach, DevRev is a fantastic solution.
Our onboarding experience with DevRev has been exceptional. Their team initially developed the customizations we needed to get up and running quickly, adapting the platform to our requirements. Now, they’re advancing toward a self-service model that empowers my teams to iterate faster and deliver even better experiences to our customers. This evolution is enabling smoother workflows and more agility in meeting customer needs.
The platform has become indispensable in aligning our teams around customer needs. DevRev has also enabled closer collaboration between our support and engineering teams, which has been particularly impactful in managing customer-facing incidents. Its flexibility allows us to adapt as needs evolve. For any leader committed to operational excellence and a customer-first approach, DevRev is a fantastic solution.
What do you dislike about the product?
Some of the platform’s features are still maturing, which can occasionally create workflow limitations. That said, the DevRev team has been highly responsive to feedback, and we’ve seen steady improvements that enhance usability and functionality.
What problems is the product solving and how is that benefiting you?
DevRev is helping us bridge the gap between our support and engineering teams, bringing both closer to the customer. This alignment has been invaluable for managing customer-impacting incidents quickly and effectively. With DevRev, we’re also able to track support tickets, platform incidents, and customer-driven change requests in one unified system, which has streamlined our workflows and improved response times. The platform’s customization options and evolving self-service model empower our teams to iterate faster, delivering a better overall experience to our customers.
Hari P.
Game changing
Reviewed on Oct 17, 2024
Review provided by G2
What do you like best about the product?
I used to struggle to connect my support team, product and engineering team with context. DevRev has made that possible and this has been a game changer in our teams mentality
What do you dislike about the product?
Nothing as of now. I might be biased, by overlooking the issues as it is solving a major problem for me.
What problems is the product solving and how is that benefiting you?
Clarity between support , engineering and product management
Pranesh N.
Excellent problem to solve
Reviewed on Oct 17, 2024
Review provided by G2
What do you like best about the product?
Simplicity and ability to not only have data in a single location but also learn from it
What do you dislike about the product?
Integration automation might get complex
What problems is the product solving and how is that benefiting you?
The time it takes to bring customer delight