#1 most frequent
United States of America
58.3%49 installations of 84
What is DevRev?
DevRev is a platform for SaaS and technology companies, helping back-office development match the rapid pace of front-office customer relationships. The vendor states its mission is to bring end users, support engineers, product managers, and developers together to create a company-wide culture of product and customer-centricity.
Categories & Use Cases
Media
1 / 5
Screenshot of DevRev Demo- In-App Plug Widget Live Chat with integrated GPT
Who Buys & Uses DevRev
#2 most frequent
India
21.4%18 installations of 84
#3 most frequent
Australia
7.1%6 installations of 84
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
A year with DevRev - Best CX tool.
Use Cases and Deployment Scope
We use DevRev as a ticketing tool for our customer complaints. It also helps provide a Chatbot that is AI-enabled and trained on our own database. It also helps us provide services like agent ticket assignment and agent roasting, which help with early complaint resolution and shorter ticket closure times. This leads to a better customer experience and increased retention, driving additional revenue.
Pros
- It provide AI assistance to our agents i.e. features like summarization of chat.
- It provides advanced workload management using ticket routing features.
- It helps in adding dispositions and is very DIY kind of software.
- It helps in providing advanced Analytics of tickets and dashboards.
Cons
- It should support more integrations i.e. with OMS, WABA.
- It should have cutoff timer for tickets and auto assignment of tickets.
- AI Chatbot should be more customizable as per requirements.
Return on Investment
- It helped in reduction of agent count by 5 resulting in 20% cost savings.
- It reduced our average customer ticket resolution time by 50%.
- It helped improved our net promoter score by 5 bps.
Usability
Alternatives Considered
Freshchat and Kapture CX
Other Software Used
Shopify, Gupshup, Infobip, MoEngage
