DevRev vs Salesforce Service Cloud

by Gralio Feb 22, 2025

DevRev and Salesforce Service Cloud both offer customer service solutions, but target different needs. DevRev is best for tech companies wanting to connect customer feedback with product development. Salesforce Service Cloud is better for companies needing a scalable, feature-rich platform with extensive customization options.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 2740 reviews and 60 websites, saving 15 hours, 43 minutes of reading.

DevRev

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Salesforce Service Cloud

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About

DevRev is a software platform designed for technology companies, particularly those offering Software as a Service (SaaS). It combines customer support tools with product development features, aiming to improve how companies understand and respond to customer needs. DevRev offers tools for managing customer interactions, tracking product issues, and planning development, all within a single platform. Its standout feature is its use of AI and data analysis to connect customer feedback directly with product development decisions. This helps companies build better software by bridging the gap between customer support and development teams.

Salesforce Service Cloud is a customer service platform designed to help businesses of all sizes manage customer interactions and support requests. It offers a range of tools, including case management, live chat, and self-service portals, all within a single platform. Using AI, it aims to personalize customer experiences, automate routine tasks, and provide data-driven insights to improve service operations and boost agent productivity. Salesforce Service Cloud integrates with other Salesforce products and can be customized for various industries, making it a comprehensive solution for managing customer service.

Summary

Main difference

DevRev is a newer platform with a focus on integrating customer feedback directly into the product development cycle, making it ideal for tech-forward companies. Salesforce Service Cloud is a well-established platform with a broader range of features and integrations, suitable for companies prioritizing a robust and scalable solution.

Relative strengths of DevRev (compared to Salesforce Service Cloud)

Strong integration with development tools like Jira, enabling a tighter feedback loop between customer service and engineering.
AI-powered insights that help identify and prioritize customer needs for product development.
Modern and intuitive user interface, often praised for being easier to use than legacy systems.

Relative weaknesses of DevRev (compared to Salesforce Service Cloud)

Smaller user base and less mature product compared to Salesforce Service Cloud, potentially limiting available integrations and community support.
Pricing can be complex and less transparent than Salesforce Service Cloud.
Limited customization options compared to Salesforce Service Cloud, which might restrict flexibility for businesses with unique workflows.

What companies are using DevRev and Salesforce Service Cloud?

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Southwest Airlines

PenFed Credit Union

Who should use DevRev VS. Salesforce Service Cloud

DevRev is a game-changer for SaaS companies seeking to align customer support with product development. Users praise its intuitive interface and powerful AI-driven insights, while some note areas for improvement like the Turing AI chatbot and UI polish. The platform seamlessly integrates with existing tools, offering a centralized hub for managing customer interactions and product development.

Salesforce Service Cloud is a robust customer service platform ideal for medium to large B2B and B2C businesses. Users praise its seamless website integration and robust platform but note navigation challenges and limited case assignment automation. It offers a 360-degree customer view, AI-powered automation, and real-time support to streamline operations and personalize customer experiences.

Ideal for small to medium-sized businesses, especially SaaS providers.
Best fit for technology companies looking to streamline development.

Best for medium to large businesses seeking streamlined customer support and personalized experiences.
Ideal for software, IT, and telecommunications companies; suitable for various other industries.

DevRev and Salesforce Service Cloud features

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Type in the name of the feature or in your own words tell us what you need

360 customer view

Supported

DevRev supports a 360 view via its Customer360 feature, integrating interactions and communications.

Supported

Service Cloud offers a 360 view via Customer 360.
Real-Time Customer Support

Supported

DevRev offers real-time customer support with live chat and an AI-powered chatbot.

Supported

Service Cloud offers real-time support via live chat, messaging, and AI-powered interactions.
AI-powered customer service platform

Supported

DevRev offers AI-powered customer service features like a unified inbox, AI insights, and conversational AI.

Supported

Service Cloud simplifies service team work with its AI platform, Einstein.
Salesforce integration

Supported

DevRev integrates with Salesforce, allowing import and sync of accounts, cases, and users.

Supported

Service Cloud is natively integrated with Salesforce.
CRM integration

Supported

DevRev integrates with CRM systems like Salesforce, unifying customer data and workflows.

Supported

Service Cloud, built on the Salesforce CRM platform, natively integrates CRM data.
Helpdesk integration

Supported

DevRev integrates with helpdesk software like Zendesk.

Supported

Service Cloud integrates with helpdesk software via its platform and APIs.

Qualities

Value and Pricing Transparency

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Customer Service

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Ease of Use

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Reliability and Performance

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Ease of Implementation

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Scalability

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DevRev and Salesforce Service Cloud Pricing

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We couldn't find a pricing page for DevRev.

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See full Pricing page

DevRev and Salesforce Service Cloud review insights

Users love

Highly responsive and helpful customer support team.
Modern and intuitive interface, a significant upgrade from competitors like Zendesk.
Seamless integration with other tools and platforms.
Powerful AI-driven insights and analytics for customer support and product development.
Extensive customization options and a flexible API for tailoring the platform.

Seamless integration of website contact forms with cases in Salesforce.
Robust and flexible platform, capable of handling high volumes and scaling with business growth.
Excellent customer support with quick response times.
User-friendly interface for building dashboards and reports.

Users dislike

The Turing AI chatbot in-app needs improvement.
Some areas of the user interface still need polish.
Limited customization options for user titles and account merging.
Mobile app notifications could be more streamlined.
Python support is lacking in some areas.

Only one asset can be linked to a case, making it difficult when dealing with multiple assets on a single case.
Limited case assignment automation capabilities, especially in the era of AI.
Limited business intelligence metrics and trend analysis options.
Navigation can be challenging, particularly for new users.

DevRev and Salesforce Service Cloud Ratings

G2

4.5/5

(121)
TrustPilot

3.7/5

(1)
Glassdoor

4.7/5

(143)

G2

4.3/5

(2640)
Glassdoor

4.1/5

(18141)

Company health

Employee growth

61% increase in the last year

2% increase in the last year

Web traffic

12% decrease in the last quarter

7% decrease in the last quarter

Financing

April 2024 - $151M

July 2022 - $65M

How does DevRev's AI-driven product development compare to Service Cloud's Einstein AI for case management?

DevRev's AI is primarily focused on connecting customer feedback directly to product development decisions, enabling faster iteration and more customer-centric product improvements. Service Cloud's Einstein AI, while also offering automation and insights, centers more on optimizing case management workflows, predicting case outcomes, and personalizing customer service interactions within the support context. Essentially, DevRev uses AI to drive product evolution, while Service Cloud uses it to enhance support efficiency and effectiveness.

Which product better integrates customer feedback directly into the development workflow?

DevRev better integrates customer feedback directly into the development workflow. Its core product description emphasizes the connection between customer support interactions and product development decisions, using AI and data analysis to bridge the gap between these teams. While Salesforce Service Cloud is a robust customer service platform, its focus is primarily on managing customer interactions and support requests, not directly feeding that information into the development process in the same way DevRev is designed to do.

What are the advantages of DevRev?

DevRev's advantage lies in its tight integration of customer support with product development, facilitated by AI-driven insights. This allows companies, especially SaaS providers, to directly incorporate customer feedback into their development process, leading to more customer-centric products. DevRev also offers a modern and intuitive interface, praised for being a significant improvement over some competitors.

What are the disadvantages of DevRev?

DevRev is a relatively new product, and some users have reported that the user interface needs further refinement and that the Turing AI chatbot requires improvement. There are also reports of limited customization options for certain features, like user titles. While DevRev offers a mobile app, some users find the notifications could be improved. Lastly, some developers have noted a lack of Python support in certain areas.

Alternatives to DevRev and Salesforce Service Cloud

ClickUp

ClickUp is a comprehensive work management platform designed to consolidate various work processes into one centralized location. It offers a wide array of features including task management, project planning, document collaboration, communication tools, goal setting, and automation options. ClickUp aims to enhance team collaboration, improve visibility across projects, and streamline workflows for increased productivity regardless of team size or industry.

Qualtrics Customer Experience

Qualtrics Customer Experience (Qualtrics XM) helps businesses understand and improve their customer interactions. It uses surveys and analytics to gather customer feedback across different channels like digital platforms and physical locations. This data helps identify areas for improvement in customer service, products, and overall experience. Qualtrics XM offers AI-powered features to analyze feedback, predict customer behavior, and provide recommendations to improve customer satisfaction and loyalty. It is used by many large companies across different industries.

Froged

Froged is a software platform designed specifically for businesses that sell software (SaaS). It helps these companies manage and improve their interactions with their customers. Froged provides tools to guide customers on how to use the software effectively, communicate with them through various channels like email and chat, and track how they are using the product. The goal is to help businesses keep their customers happy and using their software, ultimately increasing sales and reducing customer loss.

Ultimate

Ultimate is a customer support automation platform that uses AI to help businesses provide 24/7 support. Its AI-powered virtual assistant automates conversations and tasks across various channels like chat, email, and social media. Ultimate integrates with popular CRM systems such as Salesforce, Zendesk, and Freshdesk. It aims to improve customer satisfaction, increase efficiency, and free up support agents to handle more complex issues.

Zendesk Support Suite

Zendesk Support Suite is a customer service software solution designed to help businesses of all sizes provide excellent customer support. It offers a range of tools, including messaging, live chat, AI-powered automation, and a self-service help center. It aims to improve agent productivity, personalize customer interactions across various channels (like social media and email), and streamline workflows to increase efficiency. Zendesk emphasizes data-driven decision-making and boasts a user-friendly interface that integrates with numerous other business applications.

HubSpot Service Hub

HubSpot Service Hub is a customer service platform designed to help businesses manage customer interactions and improve satisfaction. It offers tools like a shared inbox, live chat, and automation to streamline support processes. The platform focuses on providing a unified view of the customer journey and uses AI to automate tasks and provide insights. HubSpot Service Hub aims to help businesses scale their customer service operations efficiently, leading to improved customer retention and business growth.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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