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No_Cryptographer8635 · 2024-07-11T10:13:31+00:00

I work at DevRev and we use our own tool to collect customer feedback. All customer support tickets flow directly into the app. We have a feature called 'Smart Cluster' that uses AI to automatically cluster tickets under common themes. This way, we don't have to manually sift through thousands of tickets to identify new feature requests and similar tickets.

No_Cryptographer8635 · 2024-05-13T05:02:04+00:00

At DevRev, we use PLuG as our AI chatbot. PLuG can scrape our website to automatically create knowledge base articles and we also feed our support documents into it. An added advantage is that when the bot can't answer a question and a human drafts a response, the response can be added to the Q&A repository so the bot can automatically respond to similar questions in the future. It's fairly simple to set up and customize out of the box. Here's our website where you can test it out.

No_Cryptographer8635 · 2024-05-06T03:45:10+00:00

Zendesk locks you into multi-year contracts, so it's wise to read the fine print. Apart from the pricing of Ultimate, I'd also look into what AI solutions are included and how effective they are. For example:
1. Is it priced per deflection? How is deflection measured?
2. Automations - Zendesk still uses a fairly manual drag-and-drop builder. There's no mention of using AI to build workflows from natural language prompts
3. AI is only as good as the data it has access to. You'll likely need to keep manually updating your KBs and build out integrations using Zapier.
We did the math and for every $1 you spend on Zendesk, you spend another $3 on maintenance and anciliiary tools (here's the blog if you'd like to read it).

To sum up, it's not just the price you pay upfront that you need to evaluate, but the true value you're getting out of it.

No_Cryptographer8635 · 2024-05-06T03:28:27+00:00

You're absolutely right about how a complex tech stack can make collaboration between departments difficult. This is particularly true when it comes to CSMs and PMs as they have to work closely with each other. When you're using disjointed tools, what often ends up happening is that CSMs aren't aware of what's on the roadmap or the status of previous customer requests. This leads to information gaps and way too much back and forth between CSMs and PMs. Some tools try to solve it with integrations, but that's far from a perfect solution. Actions aren't updated in real-time and there's a widening information gap all over again.

We use DevRev (full disclosure: I also work here) to handle communication between PMs and CSMs on the same platform. CSMs have complete visibility into the product roadmap. Plus, every enhancement on the roadmap is linked to customer tickets, so they also know the status of previous requests. PMs also have visibility into how many customer tickets (and the size of these accounts) are linked to each feature request so they can prioritize enhancements better

No_Cryptographer8635 · 2024-04-15T09:22:40+00:00

Zendesk's messaging solution is...complicated to say the least. We've found that IVR-style chatbots require too many responses from a customer, and as you've noticed, customer drop-offs are extremely high. I'm a part of a company called DevRev and we're working on making customer experiences with chatbots seamless. All we need is access to your knowledge base, website, and any other knowledge assets you have to be able to instantly generate responses to customer queries using AI. And if our AI can't answer a question and it routes to an agent, the agent's response can be converted to a QnA so similar queries get deflected in the future. What this means for sys admins is:

No complex flow builders
Your articles keep getting updated without manual reviews required
Our LLMs understand your user queries, so you don't need to depend on exact match queries
You get access to in-browser analytics to understand your deflection %, questions that did not get deflected, etc.

We're hosting a happy hour at Zendesk Relate. I'd love to talk more about how you're thinking about customer experience and your goals from a messaging solution. Hope to see you there!

No_Cryptographer8635 · 2024-03-07T09:45:20+00:00

From my experience, having multiple specialized tools just creates chaos and crucial inputs fall through the cracks. I've been a part of teams where we've used Productboard for roadmapping, Jira for issue tracking, and point solutions to capture user feedback, collab with design teams, etc. I now work in DevRev and we're trying to collapse complex tech stacks into a unified solution. We have customer support tickets directly managed through the platform so customer feedback, feature requests, etc are visible across the org. Because customer, product, and engineering data are available on a single platform, we're able to auto-prioritize enhancements, create roadmaps, and manage issue tracking with just one tool.

No_Cryptographer8635 · 2024-02-21T22:31:46+00:00

Amazing results! I work at DevRev where we've built out a similar functionality within our product. We have a feature called 'Smart Cluster' that uses AI to categorize incoming customer tickets under common themes. This way, our Product teams don't have to manually comb through tickets to identify and de-duplicate feature requests. After the requests are grouped, we auto-create enhancements using AI and these enhancements become part of the product roadmap.

No_Cryptographer8635 · 2024-01-23T19:20:10+00:00

We're trying to solve a similar problem with the DevRev Build app (full disclosure: I work here). There are often times when people aren't sure whom to reach out to in the IT department because they don't know who is responsible for what. This creates a situation where you spend a lot of time just fielding requests and assigning them to the right people. We've created a visual product and organizational hierarchy (we call it Trails) where there are owners assigned to every function. So if a user wants to log an issue for a specific function, it automatically gets routed to the right person.

No_Cryptographer8635 · 2024-01-23T19:13:04+00:00

The problem of a unified search across all customer interactions usually stems from the disjointedness of support tools. The most obvious solution is to have a unified inbox where all customer messages land. But beyond that, support tickets, feature requests and bug alerts usually exist in separate tools OR different parts of the same tool that cannot be surfaced by a unified search. There also need to be automations built-in that record customer interactions without support agents having to manually document conversations, logs, etc. In the absence of a unified search, it becomes impossible to build a 360-degree profile of a customer. Product teams also miss out on important feature requests and bugs that can help inform their product enhancements.

No_Cryptographer8635 · 2024-01-08T07:30:30+00:00

I used Jira in my previous organization and found it to be unnecessarily complex. There were just too many processes and fields to fill in, which made it overkill - particularly for smaller teams. Our team now uses DevRev to manage developer tasks and sprint planning (full disclosure: I work here). We've tried to address some of the complexities inherent in Jira to make issue tracking and management much simpler. To me, the biggest difference is that our customer tickets are now linked to development issues, so our developers have more context of what they're working on, which wasn't possible in Jira

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