ActionIQ achieves seamless front-back office integration with DevRev

The company

Founded in 2014, ActionIQ is a leading customer data platform (CDP) designed to tackle intricate data challenges, such as access, augmentation, and activation of customer data. Unlike traditional CDPs, ActionIQ’s unique composable architecture empowers data teams to maintain governance of central data sources while giving marketing teams access to analyze and activate the data seamlessly across touchpoints, improving personalization and unlocking revenue throughout the customer lifecycle.

The challenge

Beyond delivering a top-tier product, ActionIQ stands out as an industry leader in customer satisfaction. According to a recent Gartner Voice of the Customer survey for Customer Data Platforms, ActionIQ achieved an unparalleled 100% willingness to recommend among its customers. Driven by their relentless commitment to excellence, they continuously seek new ways to elevate their support offerings.

For example, ActionIQ teams identified opportunities to increase the efficiency of their incident resolution process. In their previous workflow, engineering tickets were managed separately from customer support tickets. Converging the two work streams and increasing synchronicity between engineering and customer teams would allow faster, more streamlined communication both internally and externally, helping to solve issues with the urgency that customers expect and ActionIQ strives to deliver.

The solution

To bridge this gap, ActionIQ decided to implement DevRev. Paul Nobile, Senior Director of Customer Experience at ActionIQ, sheds light on the transformation: "DevRev has enabled us to align customer support more closely with engineering efforts, allowing us to resolve incidents effectively and work directly with customers on data and integration issues."

DevRev provided a unified platform that combined engineering incidents and customer support tickets, ensuring seamless communication and coordination between the two teams. The integration was further enhanced by linking operations through Slack channels, which were synced into the DevRev platform.

Paul elaborated, “Support agents can easily see which engineering incidents impact customer tickets. Everything is linked through Slack and synced into the DevRev platform, providing clear visibility into investigation status and ensuring customers receive the latest updates”. The Slack integration streamlined communication and fostered a culture of collaboration. By having a shared view of ongoing issues and their impacts, both teams were more in-sync and efficient in addressing customer needs.

The impact

Beyond operational efficiency, DevRev facilitated enhanced insights and proactive measures. Tasso Argyros, CEO and founder of ActionIQ, emphasized the broader implications: "The question is always which business metric you're trying to improve. You need to define this ahead of time. Improvements in product or customer support must reflect on business metrics such as retention or engagement."

With a unified platform, ActionIQ effectively tracked the impact of support and engineering efforts on critical business metrics. Argyros highlighted an additional benefit, pointing to the role of AI and machine learning: "We have more data than ever about customer behavior, and now with LLMs and AI, we can take proactivity and prediction to the next level, figuring out the question behind the question."

With DevRev, ActionIQ has effectively addressed their operational challenges and paved the way for future growth and efficiency. Through enhanced integration, collaboration, and leveraging advanced technologies, ActionIQ has strengthened its customer service processes, increasing their capacity to provide market leadership through unparalleled customer satisfaction.

Top features

→ Snap-Ins

→ Airdrop for Zendesk

→ Workflow automations

→ Vistas, Trails and Parts

→ Integrations for Zendesk, Email, and Slack

→ Jira bidirectional sync

The results

→ Rapid resolution time: Better alignment between engineering and support teams cut median incident resolution times by 67% and reduced customer ticket resolution times by 50%.

→ Faster follow-up responses: With DevRev, ActionIQ has achieved a 60% reduction in turnaround time for responses to customer tickets.

→ Increased agent productivity: Improved organization of work items, combined with workflow automation through Snap-Ins, drove a 68% increase in the number of incidents closed within Level 1 Support (per agent, per month) and an overall 18% increase in the number of incidents closed (per agent, per month).