Sold by: DevRev
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.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
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
Vendor support
For support, please email support@devrev.ai or head on over to https://devrev.ai to interact with our support agents.
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
Carla M.
Answered Our Needs & Wants
Reviewed on May 12, 2025
Review provided by G2
What do you like best about the product?
Since working with Devrev, we have found them HIGHLY responsive which is fantastic!
We love having a person to work with directly and find this customer approach a huge advancement from our old service. We want to be treated like we treat our customers. Direct, timely and with answers and not with prevarications
As an agent, it's easy to use and the views are highly customizable for rapid reviews and typical responses can be a minimum of keystrokes. Set up is a little quirky as we had to learn the DevRev "way" however it wasn't too painful all things considered.
The strength for us is in the reporting and the ability to pull the reports and get consistent, reliable data for our customer reports.
We love having a person to work with directly and find this customer approach a huge advancement from our old service. We want to be treated like we treat our customers. Direct, timely and with answers and not with prevarications
As an agent, it's easy to use and the views are highly customizable for rapid reviews and typical responses can be a minimum of keystrokes. Set up is a little quirky as we had to learn the DevRev "way" however it wasn't too painful all things considered.
The strength for us is in the reporting and the ability to pull the reports and get consistent, reliable data for our customer reports.
What do you dislike about the product?
They still have some rough edges to smooth out although I think they have the basics down pretty well.
* searchable knowledge base for customers to encourage self-service
* ability to redact sensitive information if placed incorrectly by either customer or agent
* ability to export ticket comments for reporting purposes
* searchable knowledge base for customers to encourage self-service
* ability to redact sensitive information if placed incorrectly by either customer or agent
* ability to export ticket comments for reporting purposes
What problems is the product solving and how is that benefiting you?
In our business, we are not only measured on response and resolution but also on the concept of relief. Relief is not easy to measure however DevRev was able to put in a relief system that can help us identify if we meet our SLA's.
They also have a reporting system that is consistent and that I can pull historical data that I couldnt get to before other than viewing as aggregated data.
They also have a reporting system that is consistent and that I can pull historical data that I couldnt get to before other than viewing as aggregated data.
Leave a comment0 comments
Utkarsha .
Integrating the puzzles of SDLC World Together!
Reviewed on Apr 29, 2025
Review provided by G2
What do you like best about the product?
DevRev connects engineering, product, and support teams through a shared system of record, reducing silos.
With integrated AI and automation, it streamlines workflows and improves visibility across the product lifecycle.
With integrated AI and automation, it streamlines workflows and improves visibility across the product lifecycle.
What do you dislike about the product?
One minor dislike is that DevRev’s interface can feel overwhelming at first due to its wide range of integrated features, requiring a bit of a learning curve for new users.
What problems is the product solving and how is that benefiting you?
Problem: Traditional ticket systems are disconnected from the actual work or codebase.
DevRev's Solution: AI-powered ticket triage, assignment, and linking to code or features enables faster resolution.
DevRev's Solution: AI-powered ticket triage, assignment, and linking to code or features enables faster resolution.
Lisbeth M.
My inquiry was resolved quickly, and the team followed up to ensure everything was taken care of!
Reviewed on Mar 11, 2025
Review provided by G2
What do you like best about the product?
What I love most about using DevRev is its rich functionality, real-time visibility into my team’s workload, and how seamlessly user-friendly and intuitive the platform feels—plus, their support team is A1 level, always there to answer any questions promptly!
What do you dislike about the product?
My only suggestion for improvement would be reducing the platform's bandwidth consumption, as it can be slow at times—fix that, and it would be perfect!
What problems is the product solving and how is that benefiting you?
DevRev is helping provide real-time visibility into my team's workload, along with several reports to analyze data and key metrics
Khiman L.
A great product with big potential and amazing people
Reviewed on Mar 10, 2025
Review provided by G2
What do you like best about the product?
They have great attention to detail, we did not encounter any bugs on the usage of existing features yet (it has been a few weeks).
The product emphasizes complete integration from the customer needs down to the granular developer task. Use of AI in key places makes for a great experience overall.
Furthermore, even though we had issues migrating our data, the amazing customer support team and our CSM at DevRev made sure we got all the cards needed to proceed with the adoption of the platform. They iterated over and over with us to ensure our needs were fulfilled.
The product emphasizes complete integration from the customer needs down to the granular developer task. Use of AI in key places makes for a great experience overall.
Furthermore, even though we had issues migrating our data, the amazing customer support team and our CSM at DevRev made sure we got all the cards needed to proceed with the adoption of the platform. They iterated over and over with us to ensure our needs were fulfilled.
What do you dislike about the product?
The initial approach of the product is quite hard because of how DevRev sees a product and how it's divided into parts.
Some weird UX choices here and there but they are quickly iterating and listening to feedback actively.
Data import from external platforms can be a bit of a hit or miss, but then again, they actively supported us during this phase.
Documentation for developers seems really good at first glance, until you discover that it's not exactly up to date, it lacks examples and explanation.
Some weird UX choices here and there but they are quickly iterating and listening to feedback actively.
Data import from external platforms can be a bit of a hit or miss, but then again, they actively supported us during this phase.
Documentation for developers seems really good at first glance, until you discover that it's not exactly up to date, it lacks examples and explanation.
What problems is the product solving and how is that benefiting you?
DevRev helped us bridge the gap between support and engineering teams, so that everyone stays on the same page, while also giving us AI-driven functions to enhance our productivity across the whole company.
Consulting
Recent DevRev experience
Reviewed on Mar 07, 2025
Review provided by G2
What do you like best about the product?
The support team is always very quick to reply and offer to have a call.
Having different inboxes and being able to filter by so many fields keeps work organized and easy to cover for other colleagues.
Having different inboxes and being able to filter by so many fields keeps work organized and easy to cover for other colleagues.
What do you dislike about the product?
I do not find the 'sentiment' feature helpful. DevRev does not allow me to copy a ticket to create a new (similar) one because this field cannot be removed or modified.
Also, the sentiment often does not match the tone of the conversation.
Finally, it should be easier to link tickets, instead of having to use a command. E.g. adding a ticket reference to the field, and being able to click on 'linking the ticket'.
Also, the sentiment often does not match the tone of the conversation.
Finally, it should be easier to link tickets, instead of having to use a command. E.g. adding a ticket reference to the field, and being able to click on 'linking the ticket'.
What problems is the product solving and how is that benefiting you?
DevRev's bot that assigns tickets to our team has really helped in terms of efficiency and reducing manual work.