DevRev The Future of Customer-Focused Companies
Use Cases and Deployment Scope
We use DevRev as our central system of record to manage customer support, technical issues, and product feedback across Support, Support Engineering, Risk, and Product. It solves key challenges around visibility, ownership, and cross-functional alignment by connecting tickets, issues, customer context, and engineering work in one platform. DevRev enables us to scale operations efficiently, reduce manual coordination, and ensure support insights directly inform product and engineering priorities.
Pros
- DevRev’s biggest strength in support is that tickets are first-class citizens in the product lifecycle, not just cases to close.
- Support teams can influence product without translation layers.
- AI that assists instead of hallucinating.
- In person events that enable cross-community collaboration and a variety of learning opportunities.
Cons
- The onboarding experience could be improved for teams that are not directly implementing DevRev, as they are often introduced to a powerful platform without enough guided context and can feel overwhelmed early on.
- Creating and managing objects, dashboards, and other configurations would benefit from more robust desktop-based creation tools, as current workflows can feel constrained or unintuitive at scale. Use industry standard language and report building.
- While regressions are rarely critical, the frequency of small UI issues, such as broken date selectors or text visibility problems caused by theming, creates unnecessary friction and frustration for users.
Return on Investment
- We were able to answer (deflect) 60% of tickets by enabling the PLuG widget.
- A 30% increase in support agent productivity utilizing computer, knowledge, and cross-team collaboration.
- Full view of a merchant's lifecycle including bugs, feature request, support tickets, and finance actions. Allowing us to supercharge cross-functional partners with the ability to answer questions without waiting for someone else.
Usability
Alternatives Considered
Zendesk Suite, Asana, Salesforce Service Cloud and HubSpot CRM
