DevRev Product-Led Support
DevRevReviews from AWS customer
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Intuitive, Powerful Platform with Seamless AI Chat, Workflows, and Integrations
What do you like best about the product?
What I appreciate most about DevRev is how intuitive and powerful the platform is across different aspects of daily work. The chat feature, enhanced by an AI agent, makes communication and information retrieval incredibly seamless. It helps speed up responses, improves clarity, and reduces the need to switch between multiple tools.
I also value the flexibility provided by workflows. They can be adapted for a wide range of purposes, which allows our team to structure processes in a way that truly supports our operational needs. Whether it’s automating routine tasks or streamlining complex sequences, workflows significantly enhance efficiency.
Another major advantage is DevRev’s ease of integration with the other platforms our organization uses. Connecting tools without friction makes adoption smoother and ensures our systems work together rather than in isolation.
Finally, I want to highlight the DevRev team itself. Their dedication to understanding and addressing every need stands out. It’s clear that they are committed to continuously improving the product and providing excellent support, which makes a big difference in the overall experience.
I also value the flexibility provided by workflows. They can be adapted for a wide range of purposes, which allows our team to structure processes in a way that truly supports our operational needs. Whether it’s automating routine tasks or streamlining complex sequences, workflows significantly enhance efficiency.
Another major advantage is DevRev’s ease of integration with the other platforms our organization uses. Connecting tools without friction makes adoption smoother and ensures our systems work together rather than in isolation.
Finally, I want to highlight the DevRev team itself. Their dedication to understanding and addressing every need stands out. It’s clear that they are committed to continuously improving the product and providing excellent support, which makes a big difference in the overall experience.
What do you dislike about the product?
While DevRev offers many strong capabilities, there are several areas where we experienced limitations that impacted our launch and daily operations:
Lack of Multi‑Domain Support
One of the biggest challenges for our team was the absence of multi‑domain support. This significantly extended our implementation timeline and required additional workarounds that otherwise wouldn’t have been necessary.
No Built‑In Telephony
Since DevRev doesn’t currently provide native telephony, we had to rely on a third‑party solution that wasn’t our preferred choice. Managing communication with an external vendor proved more complex and less seamless compared to working directly with the DevRev team.
Platform Not Fully Optimized for Real‑Time, Immediate Support
Because our team provides instant, time‑sensitive support, certain missing features initially made daily operations more difficult. These included:
No distinction between sound notifications for chat vs. email
Limited visibility into status indicators
SLAs tracked by calendar hours instead of business hours, which didn’t align with our workflow
While many of these issues were eventually addressed, they did slow us down during the early stages.
Lack of Multi‑Domain Support
One of the biggest challenges for our team was the absence of multi‑domain support. This significantly extended our implementation timeline and required additional workarounds that otherwise wouldn’t have been necessary.
No Built‑In Telephony
Since DevRev doesn’t currently provide native telephony, we had to rely on a third‑party solution that wasn’t our preferred choice. Managing communication with an external vendor proved more complex and less seamless compared to working directly with the DevRev team.
Platform Not Fully Optimized for Real‑Time, Immediate Support
Because our team provides instant, time‑sensitive support, certain missing features initially made daily operations more difficult. These included:
No distinction between sound notifications for chat vs. email
Limited visibility into status indicators
SLAs tracked by calendar hours instead of business hours, which didn’t align with our workflow
While many of these issues were eventually addressed, they did slow us down during the early stages.
What problems is the product solving and how is that benefiting you?
DevRev has helped address several operational challenges and significantly improved the way our team manages support:
Clear and Actionable SLA Tracking
DevRev provides a visible SLA indicator on every ticket, which helps the team understand urgency at a glance. This ensures consistent prioritization, reduces the risk of SLA breaches, and makes workload distribution much more efficient.
More Detailed and Accurate Reporting
The expanded reporting capabilities allow us to analyze performance, forecast workload, and prepare reports with greater accuracy. This gives us better visibility into trends and helps with planning, resource allocation, and continuous improvement.
Flexible Ticket Properties for Complex Operations
The platform’s wide range of customizable ticket properties makes it possible to segment work across several teams and categories. This is especially valuable when managing multiple support groups simultaneously, ensuring each area gets the attention it needs.
Improved Communication Through Chat Visibility
End users can see the full history of their conversations directly within the ticket. This reduces repetitive questions, helps users track status easily, and streamlines follow‑ups. As a result, communication becomes clearer and more transparent.
High Accuracy of the AI Agent
The AI agent’s strong performance helps automate routine tasks and assists with information retrieval, allowing our human agents to focus on more complex tickets. This improves overall speed and quality of service.
Clear and Actionable SLA Tracking
DevRev provides a visible SLA indicator on every ticket, which helps the team understand urgency at a glance. This ensures consistent prioritization, reduces the risk of SLA breaches, and makes workload distribution much more efficient.
More Detailed and Accurate Reporting
The expanded reporting capabilities allow us to analyze performance, forecast workload, and prepare reports with greater accuracy. This gives us better visibility into trends and helps with planning, resource allocation, and continuous improvement.
Flexible Ticket Properties for Complex Operations
The platform’s wide range of customizable ticket properties makes it possible to segment work across several teams and categories. This is especially valuable when managing multiple support groups simultaneously, ensuring each area gets the attention it needs.
Improved Communication Through Chat Visibility
End users can see the full history of their conversations directly within the ticket. This reduces repetitive questions, helps users track status easily, and streamlines follow‑ups. As a result, communication becomes clearer and more transparent.
High Accuracy of the AI Agent
The AI agent’s strong performance helps automate routine tasks and assists with information retrieval, allowing our human agents to focus on more complex tickets. This improves overall speed and quality of service.
Fully Customisable and Easy to Tailor
What do you like best about the product?
It’s fully customisable, and the support from the team has been great.
What do you dislike about the product?
As an admin, I don’t find it very user-friendly for a non-tech person.
What problems is the product solving and how is that benefiting you?
We are using Devrev as a CRM tool. Ot is fully customisable and futuristic
Streamlined Customer Communication and Centralized Data Management
What do you like best about the product?
1. Fast Customer Communication: With computer its very easy and a very streamlined way of giving customers faster resolution with automation.
2. Unified space: combines and tracks data of all possible email and tickets and maintains a central database with which its very easy to track and manage data.
3. Powerful search engine: very easy to search across other business apps
2. Unified space: combines and tracks data of all possible email and tickets and maintains a central database with which its very easy to track and manage data.
3. Powerful search engine: very easy to search across other business apps
What do you dislike about the product?
Ai automations could be optimized for better results
What problems is the product solving and how is that benefiting you?
-Building automations to optimize and speed up the workflow
-Faster customer resolutions which is increasing customer satisfaction
-Better communication across team members and stakeholders
-Faster customer resolutions which is increasing customer satisfaction
-Better communication across team members and stakeholders
A Unified Platform for customer centric development
What do you like best about the product?
Everything is in one place. I can easily track customer issues, see product updates, and keep all teams on the same page.
What do you dislike about the product?
I wish reports and dashboards were easier to customize.
What problems is the product solving and how is that benefiting you?
Earlier, we had to jump between different tools to track customer issues, updates, and project progress. Now, everything is connected, which saves time and makes it easier for me to coordinate between teams.
DevRev keeps our work organized and on track
What do you like best about the product?
I like how DevRev brings product development, customer support, and feedback tracking into one platform. The interface is clean and easy to navigate, and it helps our team collaborate efficiently without switching between multiple tools.
What do you dislike about the product?
Sometimes certain features feel a bit complex at first, and it can take time to learn where everything is. However, once you get used to the platform, it becomes much easier to navigate.
What problems is the product solving and how is that benefiting you?
DevRev helps us connect customer feedback directly to product development, so we can prioritize the right issues and deliver updates faster. It also centralizes support conversations and product tasks in one place, which has improved team collaboration and reduced the time spent switching between different tools.
Great tool for collaboration
What do you like best about the product?
DevRev is an excellent app for organizing and tracking requests while collaborating in real time. It makes assigning teams to tasks easy and efficient. I’ve really enjoyed using it and highly recommend it!
What do you dislike about the product?
Since it’s built with developers in mind, some shortcuts aren’t very intuitive, so it takes extra attention to navigate efficiently.
What problems is the product solving and how is that benefiting you?
DevRev is solving the challenge of organizing and tracking collaborative work in a clear and efficient way. It allows us to centralize requests, assign teams in real time, and monitor progress seamlessly. This has greatly improved coordination, reduced miscommunication, and streamlined our workflow, making our processes faster and more transparent.
Excellent and intuitive platform for handling client’s emails and requests
What do you like best about the product?
It’s easy to use and allows customization for the company I work
What do you dislike about the product?
It’s a heavy platform and there are times when the page crashes, you need a good computer for it to run smoothly
What problems is the product solving and how is that benefiting you?
It allows to use one support email and redirect requests t the right team based on region, country and type of query
Is easy to use and the IA tool works amazing
What do you like best about the product?
I really love the IA tool, is super efficient to find what I need
What do you dislike about the product?
Some tech issues with Vistas, it works, but sometimes it gets frozen
What problems is the product solving and how is that benefiting you?
Tracking of my job
Too many fields and too many options to select from resulting in too many clicks to create a ticket
What do you like best about the product?
There are helpful tools to polish your messages
What do you dislike about the product?
It's not easy to locate issues or tickets using the seach tool
What problems is the product solving and how is that benefiting you?
Easy communication, tracking of tickets and notifications, so you know what you need to action.
Dark Mode Appreciated, Major Improvements Needed
What do you like best about the product?
I really love the dark mode because it doesn't hurt my eyes, especially since I have migraines. It's also easier to find attachments compared to the Service Cloud, making the tech support ticketing process more efficient. I am the only person on my team who prefers DevRev to Service Cloud. I strongly prefer Zendesk over everything else; it is just too expensive.
What do you dislike about the product?
{"The product is not intuitive and lacks an easy setup process. The team in Australia had to handle most of it, indicating a complex onboarding experience.","There are many unspecified problems with the product, suggesting a lack of overall satisfaction with its functionality.","Compared to Zendesk, DevRev is considered much worse, which indicates dissatisfaction with its performance or features.","The pseudo issue tracking system, instead of a direct link to Jira within DevRev is not preferred, requiring me to switch to Jira every time, which highlights poor integration or functionality in this area.","Menu items on the right while looking at a ticket cannot be reordered, which affects usability and workflow efficiency.","The incorrect handling of time zones and regions is critical, especially for enterprise clients, leading to financial costs for the company."} It is impossible to create a complete Jira ticket for our engineers within DevRev, so we have to create a ticket in Jira and then wait 5 minutes until we can link it to the DevRev ticket.
What problems is the product solving and how is that benefiting you?
I find DevRev's dark mode beneficial for my migraines, and it's preferable for finding attachments over Service Cloud.
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