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.

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

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.