DevRev Evaluate – The Good and Dangerous for 2023

DevRev is a developer-specific CRM that doubles as a software program improvement work administration platform. This device helps dev groups handle SLAs, ticketing, and buyer help from a single supply of reality. It comes with stay chat options, automation instruments, and AI help designed to streamline workflows and enhance the shopper expertise. Learn on for our in-depth assessment to see if DevRev is best for you and your workforce. 

DevRev: The Good and the Dangerous

When you’re searching for a sturdy resolution for speaking with clients utilizing your software program, DevRev is a dependable possibility to think about. However, earlier than you make any selections, it’s necessary to know the place this device shines and the areas the place it falls quick. Our analysis workforce right here at Loopy Egg recognized the highest strengths and weaknesses of DevRev based mostly on verified consumer evaluations to make sure you’re getting correct info as you’re procuring round. 

What DevRev Is Good At

DevRev rises above the remainder of the pack in some capacities, particularly when it comes to its capability that can assist you discipline tickets, deal with requests, and handle information. It’s a whole ticketing resolution with SLA administration options and detailed reporting. We’ll break down these strengths in better element beneath. 

Automated request administration: Arguably one of the best half about DevRev is that your clients can attain out for help immediately inside the software program you’re offering them. They will ship you a message by way of stay chat or submit a ticket for assist. 

To make sure a immediate reply, you’ll be able to arrange automated responses utilizing DevRev Turing—the platform’s AI copilot for consumer help. This function can flip a stay chat message right into a ticket request or a self-help article advice with out a actual individual ever having to answer the shopper. If the message does require human help, the engagement can flip into an audio or video name with a single click on from inside the platform. 

SLA administration: You possibly can arrange your whole distinctive service-level agreements for every buyer inside DevRev. This may also help your workforce prioritize which tickets or messages want a immediate reply. See the standing of all the things from inside your SLA inbox, together with breached SLAs and people which can be near being breached. 

It’s a extremely easy and useful gizmo to maintain your workforce on monitor and arranged—even at scale. Other than enhancing your inner efficiencies, it additionally ensures you’re delivering what you’ve promised to your clients. 

Constructed-in ticketing: Past its CRM options, DevRev delivers a whole ticket administration resolution. Tickets could be created based mostly on buyer inquiries or inner initiatives. DevRev organizes all the things right into a single ticket queue, the place you’ll see the standing, precedence stage, and proprietor of every ticket. You’ll even have direct entry to conversations associated to every ticket. 

One other distinctive standout of DevRev in comparison with different ticketing instruments is its capability to clear comparable tickets quicker. Utilizing AI, DevRev will advocate and batch tickets with comparable points so your workforce can work on them in a logical order. For instance, a small bug could also be inflicting a difficulty for a number of clients, and this function may also help you apply a single repair that resolves a number of tickets directly.

Reporting and insights: DevRev’s CRM helps give improvement groups a big-picture view of shoppers. You possibly can see which clients are producing probably the most income and even see what number of customers are utilizing your software program in actual time, separated by shopper. DevRev will enable you prioritize the wants of prime clients first if that matches your technique. You too can ship out buyer satisfaction surveys to see the place your workforce can enhance relating to delivering white-glove help. 

Free credit on introductory provide: DevRev doesn’t have a conventional free trial interval. As a substitute, they’ll give you free credit once you join a plan. The Starter plan comes with $1,000 in free credit, whereas the Professional plan comes with $3,000 value of free credit. Relying in your utilization and workforce measurement, this construction may grant you entry to a number of months of DevRev with out paying a dime. As soon as your credit expire, you’ll begin being charged based mostly on energetic customers and consumption. 

What DevRev Is Missing

DevRev is a stable product, however even one of the best instruments have some shortcomings. There are a number of areas the place DevRev may use some enchancment. None of those weaknesses ought to cease you from contemplating DevRev, however it is best to weigh them towards the advantages to see if that is the platform that may suit your wants utterly. 

Help availability: Whereas DevRev is a wonderful method for improvement groups to offer help to clients, the platform itself, satirically, doesn’t provide superb help to builders. Groups on the entry-level starter plan must depend on self-service documentation or group help to troubleshoot any issues with DevRev. Even groups on a Professional plan solely have entry to help 5 days per week, and the one approach to unlock 24/7 help is by upgrading to the custom-priced Final plan.

Whereas some help is best than nothing, it’s widespread for builders to work on weekends, holidays, and different odd hours. This shortcoming could not impression you too typically, however you ought to be conscious that you just’ll must troubleshoot issues by yourself or be sure to solely attain out for assistance on weekdays. 

Easy pricing: Making an attempt to decipher DevRev’s plans and pricing isn’t very easy, and it’s powerful to estimate precisely how a lot the platform goes to price you. Like many software program options in the marketplace, tiered plans are based mostly on function availability. However DevRev’s billing is a mixture of month-to-month energetic consumer licenses and consumption of companies.

So, relying in your plan, you’ll pay completely different charges for a platform license and a help license. DevRev additionally costs for issues like energetic conversations, additional file storage, and additional base storage. These consumption add-ons received’t essentially break the financial institution, however your invoice additionally received’t be completely predictable each month. 

Integrations: DevRev performs good with a number of in style enterprise platforms and developer-specific instruments. You possibly can combine it with GitHub, Jira, Slack, Gmail, Salesforce, and extra. However as of the time of this writing, DevRev at the moment doesn’t combine with GitLab, Bitbucket, GitHub Actions, or CircleCI. These are only a handful of instruments which can be in style amongst the event group that may’t sync with DevRev. 

In case your workforce is utilizing improvement instruments that don’t combine with DevRev, your workflow is probably not as seamless when utilizing the platform and establishing automations. Let’s say you at the moment have your whole buyer information on a CRM that received’t combine with DevRev. You’d should arrange a guide workaround to import that information into the DevRev CRM—which clearly isn’t as perfect as a easy connection. 

Help for solo devs: DevRev is a superb possibility for small and mid-sized improvement groups. However there’s no plan that’s actually geared towards solo builders that need a greater approach to handle their buyer help and SLAs. You might undoubtedly join the DevRev Starter plan as a solo developer, however you’re going to finish up with a bunch of options that you just doubtless received’t use. 

One advantage of DevRev’s pricing construction is that you just pay based mostly on consumption. So, you received’t be compelled to pay for additional seats if it’s simply you. Nonetheless, it might be good to see a plan possibility that helps particular person builders and freelancers handle their shoppers and software program extra particularly.

Confirmed outcomes: DevRev is a comparatively new software program firm. Whereas it’s not honest to fault them for incidents that haven’t really occurred but, it’s value noting that the group and software program haven’t but been confirmed to face the take a look at of time. DevRev appears well-funded and well-run, however there’s at all times some threat once you’re utilizing a brand new software program device that’s nonetheless within the startup section. 

DevRev Pricing & Choices

DevRev is a single-product SaaS supplier. The answer itself, DevRev OneCRM, has three completely different plan tiers to select from: Starter, Professional, and Final. 

The Starter plan is constructed for smaller improvement groups and is proscribed to only 15 customers. The Professional plan is right for rising groups and helps limitless collaborators. DevRev Final is reserved for advanced organizations with superior wants.

Inside every tier, there are individually priced add-ons for the platform license and help license, in addition to extra consumption companies. We’ll take a better have a look at DevRev OneCRM’s options and related prices beneath earlier than we break down the person licenses. 

DevRev OneCRM

DevRev OneCRM is an all-in-one developer resolution for buyer help and work administration. You need to use it to handle and nurture buyer relationships whereas concurrently sustaining SLAs and improvement flows. 

It’s really one of the distinctive developer-centric CRMs in the marketplace within the sense that it’s not helpful for another division or scenario. There are different CRMs on the market which can be marketed in direction of improvement groups, however they are often utilized to various use circumstances. Every little thing in DevRev OneCRM is aligned with a development-first method, and the platform actually stands out for programming and coding specialists who additionally need to present glorious customer support to their shoppers. 

By way of pricing, plans begin at $9.99 per consumer for the platform license and $9.99 per consumer for help. It doesn’t make sense to make use of one with out the opposite, as the mix is OneCRM’s whole motive for existence. 

You will get $1,000 in free credit for those who join the Starter plan and $3,000 in free credit for the Professional plan. Professional subscriptions are additionally eligible for 20% reductions on annual billing. 

DevRev Platform License

Any DevRev consumer who must work together with the platform or make modifications is taken into account a month-to-month energetic consumer, or MAU. The Starter plan platform license prices $9.99 per MAU and the Professional plan prices $24.99 per MAU. 

The best approach to perceive the platform license is that it basically grants customers entry to all the things in DevRev OneCRM that doesn’t contain buyer help or shopper interactions. 

The options you do get entry to incorporate: 

• Inside collaboration
• AI-powered ticket administration
• Airdrops
• Actual-time updates and notifications
• Buyer administration
• Cross-object work
• Identification linking
• Product visualization
• Wealthy textual content modifying
• REST API entry

Platform licenses additionally embrace all DevRev’s constructing instruments for difficulty administration, {custom} difficulty vistas, and dependency monitoring. 

For bigger groups and organizations with clearly outlined inner roles, the platform license by itself helps prevent cash on the whole price of your month-to-month DevRev invoice. If a consumer by no means interacts with clients or doesn’t have the necessity to entry the shopper help options, they’ll nonetheless entry the platform with out having to pay for unused options. 

For instance, not each backend developer wants the power to stay chat with shoppers. However they’d must see the reviews and handle improvement duties. 

Past the bottom platform MAU license prices, extra consumption companies embrace:

• $0.01 per nameless consumer month-to-month energetic dialog
• $0.45 per verified consumer month-to-month energetic dialog 
• $2 per extra GB of file storage
• $25 per extra GB of base storage
• $10 per MAU authorization position and profile

These consumption-based add-ons are the identical price for each the Starter and Professional plans. However MAU authorization roles and profiles are solely included on a Professional license. 

DevRev Help License

DevRev OneCRM help licenses are billed for customers who talk with clients and work together with any data relating to buyer communication. 

The help license prices $9.99 per month-to-month energetic consumer on the Starter plan and $34.99 per MAU on the Professional plan. 

At practically triple the fee, the 2 plan tiers are practically similar when it comes to the options you’re getting for the help license. The largest distinction is that Professional customers have entry to multi-language chat translation, which is actually helpful for those who’re coping with shoppers in different international locations. 

The Professional plan additionally saves messages and occasions for one year and comes with extra storage, whereas the Starter plan solely saves this info for 90 days. 

It’s additionally value noting that in case you have greater than 15 month-to-month energetic collaborators in your group, DevRev forces you to improve from the Starter plan to the Professional plan. 

DevRev’s help options, built-in with its CRM, are improbable. You’ll have entry to the unified communication inbox with multi-channel help, SLA monitoring, ticket-to-issue administration, ticket linking, auto-routing, and extra.

You need to use DevRev OneCRM to handle each inner communications relating to tickets and chat together with your clients in actual time. You possibly can even flip a stay chat together with your clients right into a video name to additional clarify conditions and get extra info. 

To assist make sure you reply to buyer messages as rapidly as doable, DevRev OneCRM additionally sports activities built-in AI options for reply recommendations, and it could actually even enable you arrange automated responses when your workforce is busy or away. 

Abstract

General, we are able to confidently advocate DevRev to software program groups and builders searching for a method to enhance buyer help, ticketing, and SLA administration from a single interface. DevRev helps preserve all the things organized, making certain your clients are getting high-quality help and immediate responses each time. 

From stay chat to video calls and a unified communication inbox, DevRev has all the things it’s good to handle builds and preserve your software program in a greater, extra user-conscious method. Join at present and rise up to $3,000 in free credit.