DevRev Software

concept is excellent, but there's room for improvement

Pros

I really appreciate how AI-powered DevRev is. It offers great suggestions and seems to truly understand the messages it's processing.

Cons

There are some moments of slowness and occasional glitches, which could definitely be improved.

Excellent customer support and solid default features

Pros

DevRev has some really helpful default features, like moving tickets to the right status based on customer responses, rating the problem description and even suggesting ways to improve it by asking the customer to add impact, samples, screenshots, videos, etc. The integration with Slack is flawless - comments from it get posted to Slack and vice versa, without any delays. Managing customer emails is also super easy and any comments made in this software are sent directly to the customer's email thread. On top of that, their support team is always active and knowledgeable.

Cons

The UI feels a bit clunky, with too much information on display. I've had trouble adding screenshots and brief notes together. The images end up as attachments and are removed from the description, which makes it hard to create a coherent story with a series of screenshots. Also, some fields in Devrev require a flowchart-like structure, but the current UI doesn't allow for easy navigation within that flow. It could use some improvement in that area.

A transformative, customer-focused product, improves team efficiency

Pros

As a leader in customer services, I'm thrilled with DevRev's customer-centric approach. It's perfect for managing support tickets, platform incidents and customer-driven change requests in an easy-to-use interface. Navigating the platform is simple and it provides all the insights we need to stay on top of a high volume of critical tasks. Our onboarding experience was seamless, with their team customizing the platform to fit our needs right from the start. Now, they're moving towards a self-service model that helps my teams work faster and deliver better experiences. The platform has become an essential tool for aligning our teams around customer needs. Plus it's facilitated better collaboration between our support and engineering teams, especially when handling customer-facing incidents. DevRev's flexibility allows us to adapt as our needs evolve. For any leader focused on operational excellence and a customer-first approach, I highly recommend DevRev.

Cons

Some features are still in development, which can create a few workflow challenges from time to time. However the DevRev team has been very responsive to feedback and we've seen steady improvements that make the platform more usable and functional.