3 min read
Last Updated
Company
Shipsy
Headquarters
Gurgaon, IN
Founded
2015
Employees
201 - 500
Industry
Logistics Platform
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.
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?
The company identified several opportunities for improvement:
Shipsy implemented DevRev's unified platform, transforming their support operations with DevRev Support and conversational product management capabilities powered by AI and Computer's memory that connected previously siloed data sources.
Shipsy connected its existing knowledge base from Jira Confluence and integrated seamlessly with engineering workflows using Computer AirSync. This created a unified knowledge layer in Computer’s Memory, 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.
Shipsy deployed Computer, 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
With Agent Studio for Computer, Shipsy built workflows that automated ticket creation, prioritized issues using AI-powered sentiment analysis, and synchronized comments across tools. Real-time insights and automations now allow Shipsy to:
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
Shipsy leveraged Computer’s Foundational Services to set up automations like:
Shipsy's implementation of DevRev Support and Conversational Product Management delivered significant measurable outcomes:
DevRev not just helped implement their Support app but also guided us in improving our support processes. That's something we truly appreciate