DevRev

“

The biggest problem was interacting with our customers and really understanding the urgency of every conversation. We had over 300 Slack Connect channels for our users. The conversations could go from design discussions to finding bugs to architecture, and there was no way to delineate these conversations from ones where a customer is saying, ‘I’m having an outage right now. I need urgent help”.”

“

Support and operations are one of the few functions where a big part of the culture is driven by the platform and tooling decisions you make. As complexity and scale of the business increase, complexity for people in the organization should not. The less time our support engineers spend on technical work, the more they can spend on taking care of our customers.”

“

For me, this is the number one priority for our service motion today: make sure that the product provides self-service and guidance at the scale that we need to support a PLG motion. DevRev’s API-first and extensible platform has enabled us to do exactly that—automating customer success and empowering our users to solve problems independently.”

“

Ticket management is merely a system of record but we want to implement a system of action. This encourages support teams to explore why a customer issue occurred and how it can be resolved so the problem never recurs. The best outcome a founder is looking for is for a support ticket to never enter in the first place.”

“

The Ticket Insights Dashboard is a huge contribution towards driving the operational rigor within the teams by the support manager on a daily basis. It enables the manager to drive what is important using insight. It is working as expected, so we are happy with this Ticket Insights dashboard.”

“

I use the software daily—it works exactly as it should. It helps me organize and refine information, and I love that it provides source links so that I can give clients clear answers and show where the info comes from. It's made my work more efficient and improved the flow of my day.”