The Company
Shipsy powers global logistics with its AI-first platform that processes nearly 5 million shipments daily. Their solutions help businesses streamline logistics processes and optimize supply chain operations through advanced data analytics, artificial intelligence, and automation. Shipsy delivers end-to-end visibility, real-time tracking, and efficient shipment management, enabling companies to make informed logistics decisions.
The Challenge
Shipsy was looking to enhance their customer support experience beyond their existing email and Jira Service Desk portal setup. As the company scaled, they wanted to create more integrated experiences for their users.
Dhruv Agrawal, COO & Co-founder of Shipsy, explains:
A typical ticketing platform creates different silos within an organization. How do I bring support and product teams together to ensure a seamless experience for all types of users - from delivery partners to executives?
Dhruv AgrawalCOO & Co-founder, Shipsy
The company identified several opportunities for improvement:
- Enhancing customer touchpoints - Expanding support beyond email and customer portal to integrate directly with their product
- Gathering more user context - Improving access to in-app user behavior to enable more effective issue resolution
- Connecting teams - Bringing support and product teams closer together to accelerate response times and feature development
The solution: DevRev support and conversational product management
Shipsy implemented DevRev's unified platform, transforming their support operations with DevRev Support and conversational product management capabilities powered by AI and a knowledge graph that connected previously siloed data sources.
1. Easily integrated siloed data sources to unleash AI capabilities
DevRev connected Shipsy's existing knowledge base from Jira Confluence and integrated seamlessly with their engineering workflows. This created a unified knowledge graph powering conversational AI interactions with customers.
Now, users raise queries, search for information, and create tickets directly within our app - without ever having to leave it. That's how we upgraded our support with DevRev.
Dhruv AgrawalCOO & Co-founder, Shipsy
2. Self-service and autonomous resolution
Shipsy deployed PLuG, DevRev's in-app chat widget powered by Conversational AI, enabling users to receive instant support without leaving the application.
A lot of our user's queries today are getting handled by DevRev's AI bot. These requests don't require human intervention, saving time not just for the support team but also for the customer. It's a wonderful experience, because users don't have to wait
Dhruv AgrawalCOO & Co-founder, Shipsy
3. Agent assistance and proactive issue prevention
DevRev's sentiment analysis capabilities transformed how Shipsy prioritizes and manages support tickets.
The platform's real-time insights and automated workflows allow Shipsy to:
- Automatically create tickets from user conversations
- Provide real-time ticket status updates within their app
- Create Jira issues for product and engineering teams with native integration
- Synchronize comments between systems with the DevRev Airdrop feature
4. Unified and accessible organizational insights
With DevRev, Shipsy gained holistic visibility across customer issues, product metrics, and team performance.
With DevRev, we can strongly focus on support not just to reactively resolve issues but to proactively ensure product improvements even before users report a problem. The integrated views across user issues, product metrics, and cross-team context gives us unmatched visibility into indicators that can be tackled decisively instead of escalating
Dhruv AgrawalCOO & Co-founder, Shipsy
5. Less time managing work, more time building product
Shipsy leveraged DevRev's Snap-ins to build custom automations that streamlined their support workflows:
- Automated notifications for aging tickets
- Custom time-based triggers to prevent SLA breaches
- An approval funnel for Product Managers to prioritize important projects
Impact and results
Shipsy's implementation of DevRev Support and Conversational Product Management delivered significant measurable outcomes:
- Reduction in resolution time
- Increase in customer-driven feature implementations
- Enhanced customer satisfaction through in-app support
- Improved cross-functional collaboration between support and product teams
- Elimination of manual ticket creation through AI-powered automation
Top Features
- PLuG, in-app customer center with conversational AI
- GPT-powered Sentiment Evaluator
- Knowledge base management with Smart Import capabilities
- Team inbox for customer conversations
- Automated ticket creation and management
- Unified platform for conversations, tickets, and issues
- Native DevRev-Jira integration
- SLA management
- Role-based authorization
DevRev not just helped implement their Support app but also guided us in improving our support processes. That's something we truly appreciate
Dhruv AgrawalCOO & Co-founder, Shipsy
