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A Game Changer for Customer Support
What do you like best about the product?
Customer-centric development enabling efficient ticket resolution and transparent communication
What do you dislike about the product?
Transitioning from a mere ticket management system to a comprehensive customer support solution.
What problems is the product solving and how is that benefiting you?
Centralizing customer interactions and inquiries, simplifying issue tracking and resolution.
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All-In-One!
What do you like best about the product?
Breaks silos, makes processes more efficient, simplifies workflows like no other tool.
What do you dislike about the product?
Takes a bit of time to onboard, but it's worth it. Much easier than other tools
What problems is the product solving and how is that benefiting you?
Losing customer information
A Comprehensive Customer Solution
What do you like best about the product?
Continuous improvements based on client feedback, showing a commitment to better service. Central hub for customer interactions, both reactive and proactive.
What do you dislike about the product?
The need for more streamlined mobile app notifications.
What problems is the product solving and how is that benefiting you?
Enhancing customer satisfaction by reducing response time and providing comprehensive solutions. Faster, more direct resolution of support tickets with developer involvement
Love the Slack integration!
What do you like best about the product?
DevRev's integration with Slack is deep, the ability to create issues, assign members just through Slack bot commands is handy. Their integration with GitHub (pull requests) is also seamless to setup.
What do you dislike about the product?
Would like to see Kanban board view of the issues present instead of a list view.
What problems is the product solving and how is that benefiting you?
We migrated our cards in Trello to Issues in DevRev, their team was very helpful in helping us perform this migration. We are yet to setup PLuG but the product has a wide range of integrations that helps us with project management, support.
A complete solution for SaaS company
What do you like best about the product?
DevRev product is amazing, it has all the features which is helpful to streamline the customer experience for a SaaS company. However, the best part is their team. They all understand the customer pain and go extra mile to help them whenever needed.
What do you dislike about the product?
The product is still evolving. They are building is fast so I am sure in couple of months they will be the market leader.
What problems is the product solving and how is that benefiting you?
As a SaaS company, we want to enhance our customer query handling experience. We want to give them more visiblity and timely tracking of their queries. We also want to bring all our team including support, growth, product, engineering, onboarding to one unified platform and thats what DevRev is helping us to achieve.
One stop shop for all your customer needs
What do you like best about the product?
Having Support, Build, and Product all in one place means the days of kicking items over the fence are over. All teams get to collaborate in one place. The Now, Next, Later function in Build and Product gives invaluable insight to the Support team and helps manage customer expectations as well as deliver contextual answers about the status of our product. The use of Conversations, Tickets, and Issues creates a very natural flow and evolution of communication with a customer. One touch resolutions are handled in Conversations. Deeper Tier 2/L2 support with root cause analysis is handled in Tickets. Engineering/L3 support happens in Issues. All of these are linked together and viewed in handy slide-out panes across the app, showcasing the ticket lifecycle at a glance. Their snap-in marketplace is growing to accommodate more use cases and their API is very easy to use to connect to external systems as well.
What do you dislike about the product?
It's a new product. We are a startup and DevRev is a startup. It is, sometimes, challenging to build a team with a nascent product. Larger ticketing and CRM systems have some standard features already in place. That said, this is a function of time that solves itself and the DevRev team is next-level responsive, agile, and amiable. Working with them helps us build our processes and theirs together in a true partnership. You're never a number in queue. That's not the support we give our customers and not the support we expect from our vendor partners. DevRev embodies that mindset and we're happy to work together in our mutual growth, scale, and evolution.
What problems is the product solving and how is that benefiting you?
It not only captures customer inquiries, complaints, and questions, but also helps us route this information appropriately and loop in cross functional partners with near zero friction in ways competitors struggle. The 360 degree visibility across Support, Engineering, Product, and Customer Success means we can give the most robust and comprehensive answers to customers across segments, stages of their journey with us, integration type, and use case.
One Stop Product for our GTM and Product Team
What do you like best about the product?
The thoughtful integration between the 'Dev' and 'Rev' functions is the main highlight according to me. We were earlier on JIRA and our homegrown customer support app. After switching to devrev, the manual back and forth process has been completely eliminated. This has freed up productive hours to be spent on actual customer issues.
What do you dislike about the product?
As there is a lot of activity in our tickets, I receive tons of notifications from the mobile app. Looking forward to an update to make it more streamlined. Also being a daily driver, there is further scope to make the UX more intuitive for new folks.
What problems is the product solving and how is that benefiting you?
For our ever evolving customer needs, we use DevRev to stay on top of issues and feature requests being raised in realtime. It helps manage our slack communication automagically by exposing the actual work being done by the team to fix them.
Overall it has decreased our churn rate.
Overall it has decreased our churn rate.
Revolutionizing Customer Interaction
What do you like best about the product?
Our onboarding experience with DevRev was top-notch. Their team was incredibly responsive, offering invaluable help whenever we needed it. This proactive approach ensured a smooth and efficient integration of DevRev into our product.
Our team utilizes the product daily, and navigating DevRev's platform is effortless. Its user-friendly interface, combined with the unified search functionality, ensures a superior user experience. Our agents found it easy to traverse through, and the PLuG feature resonates well with our end-users, showcasing the platform's intuitiveness.
Compared to traditional support and product development software, DevRev stands out distinctly. It acts as a bridge, making collaboration between our support, engineering, and product teams seamless. Debugging and issue resolution have become a more streamlined process thanks to DevRev.
DevRev is more than just a product to us; it's a strategic partnership. Their commitment to continuous improvement, primarily based on client feedback, is evident in the consistent enhancements we observe. It's rare to find no points of contention with such software, but in DevRev's case, we genuinely enjoy every facet of the partnership.
Our team utilizes the product daily, and navigating DevRev's platform is effortless. Its user-friendly interface, combined with the unified search functionality, ensures a superior user experience. Our agents found it easy to traverse through, and the PLuG feature resonates well with our end-users, showcasing the platform's intuitiveness.
Compared to traditional support and product development software, DevRev stands out distinctly. It acts as a bridge, making collaboration between our support, engineering, and product teams seamless. Debugging and issue resolution have become a more streamlined process thanks to DevRev.
DevRev is more than just a product to us; it's a strategic partnership. Their commitment to continuous improvement, primarily based on client feedback, is evident in the consistent enhancements we observe. It's rare to find no points of contention with such software, but in DevRev's case, we genuinely enjoy every facet of the partnership.
What do you dislike about the product?
Nothing! Keep up the great work DevRev team!
What problems is the product solving and how is that benefiting you?
DevRev is allowing us to consolidate our customer support in one place seamlessly.
DevRev experience
What do you like best about the product?
Connections between product, engineering and support.
The ability to add trails
The ability to add trails
What do you dislike about the product?
The user experience can be better in the product
What problems is the product solving and how is that benefiting you?
Project management
Great product, with an amazing team behind it
What do you like best about the product?
It was very easy to integrated it into our product, and the team helped us with anything we needed. Since then our team uses the product almost daily. Navigating the product is pretty easy to our agents, and th PLuG itself is very intuitive to our end users.
The DevRev team is an amazing team that keeps improving the product based on our feedback. The AI feature they recently added is a game changer and will allow us and anyone else really scale support.
We have a lot of plans for adding more and more functionality that DevRev implements, positioning it as our central hub for customer interaction - reactive and proactive.
The DevRev team is an amazing team that keeps improving the product based on our feedback. The AI feature they recently added is a game changer and will allow us and anyone else really scale support.
We have a lot of plans for adding more and more functionality that DevRev implements, positioning it as our central hub for customer interaction - reactive and proactive.
What do you dislike about the product?
Nothing really. Overall we really enjoy the partnership.
What problems is the product solving and how is that benefiting you?
DevRev provides a simple and intuitive in-product chat to ou users, to reach out to our DevRel team. It also allows addressing requests by crawling our KB articles, and suggesting them to users who are reaching out to us.
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