“Good Enough” is the Enemy of “Best”
Everbridge believes that client care doesn’t end with a successful implementation—it continues throughout the life of the partnership. We operate under the principle of “warmware” where the people involved in the solution are as important as the hardware and software. Based on this, our objective is to consistently provide subject matter expertise and thought leadership, ensuring delighted clients with a spirit of partnership and ongoing opportunities.
Focusing on the belief that “good enough is the enemy of best” drives our commitment to understand our clients, respond to their needs, and maintain consistency in our priorities and communications. Listening to our clients provided the impetus for the development of different service level packages, which we now offer to all of our customers. To truly customize your Everbridge experience, you can create your own service package.
The Everbridge Promise
Everbridge Client Services is committed to providing only the highest level of service to all customers. We promise to:
- Own clients’ experience at every touch point.
- Do what we say we’re going to do.
- Remove hurdles and barriers so that it’s easy for our clients to do business with us.
- Treat our clients as individuals—not numbers.
- Remember that every one of our actions impacts a client.
- Ensure our actions make our clients feel they and their issues are important.
Around-the-Clock Support
For ongoing support managing your notification program
Just because it’s after 5 pm doesn’t mean your workday is over when you’re responsible for dealing with incidents. Everbridge provides every client with 24/7/365 client care and live operator service for help sending broadcasts in any situation, day or night. Clients use also Everbridge’s self-service portal to access our knowledgebase and add, update, and review service cases and enhancement requests online, anytime.
Dedicated Account Management
For industry-specific advocacy and plan development
Dedicated account managers work exclusively with organizations in a specific industry so they understand your needs and challenges and act as informed guides to help you make the most effective use of the Everbridge system. Everbridge also monitors incidents around the world continually and proactively reaches out to clients to offer help when situations affect their regions. Account managers also perform regular service reviews and post-incident analysis of your incident communications to provide recommendations for improvement.
Premium Client Care Service Packages
For clients with stringent processes and reporting requirements, such as compliance with regulatory agencies
Everbridge’s premium service packages include:
- Proactive usage service plan reviews
- Certified Emergency Management (CEM) professional operational reviews
- Bi-weekly service reviews
- Monthly custom web-based training sessions
- Development of client-specific communications materials to increase internal awareness of system value and ROI
- Dedicated client care representatives
