Support

This article explores the four main phases of the DevRev lifecycle - build, operate, support, and grow - and highlights the key considerations for each stage.

This post discusses the problems with traditional support methods and the necessity of a new cross-functional approach embracing chat and AI.

This post discusses some of the new abilities that ChatGPT and other LLMs provide for support use-cases with some potential risks and how to leverage them.

This post discusses why providing poor support or customer service may be the leading cause of customer churn.

This post discusses the DevRev Nudges feature, how to configure it, and how to leverage it to help drive customer engagement.

Effective knowledge management requires balancing centralized governance with distributed responsibility. Knowledge-Centered Service (KCS) principles inspire DevRev's approach to knowledge management. DevRev's unified taxonomy and part ownership facilitate distributed information management.

This post describes a support engineer's pain points and KPIs that are useful for tracking performance.

This post discusses the role of a support lead and the common pain points and KPIs

This post talks about how support is changing and where it's going including the move to asynchronous support mediums, the importance of self-service, support becoming an idealogy and how generative AI upends it all.

This post discusses the DevRev PLuG Session Replay feature, how it works, and an example of it in action

This post discusses when to use each work type in the DevRev platform. Commonly tickets and issues are distributed across systems; however, with DevRev these all exist in one platform. This post defines each as well as when each should be used.