Item: DevRev
Rating: 8
Author: Aviral Gupta

Overall Satisfaction with DevRev

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 and Cons

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

DevRev provides strong support through a dedicated key account manager and tech team, making the experience seamless. There might be hurdles, but they get resolved with team support. The tool is also very easy to use, with the user able to customize and use various features as needed.

Alternatives Considered

Freshchat and Kapture CX

While Freshdesk and Kapture are great tools, they lack advanced features such as agent assist and AI summarisation. Dedicated support at these companies also becomes an issue, as no dedicated team is allotted due to frequent changes. Also, these tools are not DIY kind and require external help for use and excellence.

Key Insights

Do you think DevRev delivers good value for the price?

Yes

Are you happy with DevRev's feature set?

Yes

Did DevRev live up to sales and marketing promises?

Yes

Did implementation of DevRev go as expected?

Yes

Would you buy DevRev again?

Yes

Other Software Used

Shopify, Gupshup, Infobip, MoEngage

Likelihood to Recommend

It is well-suited as an advanced tool for agents and support, and it also includes AI features. We are also seeking to explore internal ticketing features, such as project trackers and tools like computers, which are highly relevant to organizations like ours. It also helps cut costs with AI support.

DevRev Feature Ratings

Comments

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A year with DevRev - Best CX tool.