Customer Experience, Service & Success

Everbridge Wins 2020 Best Customer Experience Award

With customer satisfaction scores nearly twice that of software-as-a-service (SaaS) peers, Everbridge’s recent recognition by HDI represents the latest of several technology and services awards as the Critical Event Management leader helps organizations mitigate impacts of coronavirus
customer service experience

Everbridge, Inc. (NASDAQ: EVBG), the global leader in Critical Event Management (CEM), announced the company received the Best Customer Experience Award from The Help Desk Institute (HDI), part of HDI’s prestigious annual Service and Support Awards presented last week at SupportWorld Live: A Digital Experience.

HDI showcased individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards. Everbridge received The Best Customer Experience Award in recognition of an organization that ‘best leverages its people, processes, and technology to drive customer satisfaction and loyalty for the brand.’ This award also honors ‘organizations that set high standards for customer interactions and instill that culture in their employees.’

“Customer focus is at the heart of everything we do,” said Riz Karim, Head of Global Services & Support, at Everbridge. “Our Customer Support team helps businesses, governments and healthcare organizations around the world during some of the most difficult times and challenging situations. Whether responding to the ongoing COVID-19 pandemic, an approaching hurricane, supply chain disruption or cyberattack, our customers depend on the automation and scale of the Everbridge platform to keep their people safe and businesses running. We are proud of our platform’s 100% uptime and response during the most critical event of our generation – the ongoing coronavirus pandemic.”

The Everbridge platform delivered over 675 million communications specific to coronavirus so far. Everbridge recently introduced its COVID-19 Shield™ with Return to Work and Contact Tracing software for helping organizations manage the complex process of returning to the workplace.

To ensure its customers ubiquitous, global support, Everbridge operates several redundant support centers, available 24/7/365 and staffed by certified emergency managers to help organizations configure the Everbridge platform and provide training as well as proven best practices optimized for each customer’s vertical market and for various types of critical events. For additional assistance, Everbridge gives customers access to an online knowledge base and Everbridge University, providing free online training, as well as live on-site training. For the most extreme situations, where an organization cannot access the system but still must send emergency notifications, Everbridge maintains live operators available at all times who will execute critical event management procedures on behalf of the customer.

HDI evaluated Everbridge on the following criteria:

  • Providing a thoughtful and strategic philosophy around customer experience management
  • Evidence of a strategic methodology for measuring and communicating customer satisfaction to employees, management, and other key stakeholders
  • Evidence of the effective integration of the customer experience initiative with the support organization’s coaching, analyst training, and ongoing development
  • Evidence of a strategic approach to managing dissatisfied customers
  • Before-and-after evidence of the impact of the support organization’s customer experience initiative on the customer experience

Additional recent recognition for Everbridge includes Frost & Sullivan’s Critical Event Management (CEM) Technology Leadership Award, expansion of its existing portfolio of over 160 patents with a recent new award, certification as a 2020 Great Place to Work® by the Global Authority on Workplace Culture, “Overall Best in Category” in the Emergency Mass Notification Software category for the Spring 2020 Customer Success Report, Top Enterprise IT Alerting and Incident Management Solution by IT Central Station, one of Boston’s Best Places to Work in 2020, Growth Company of the Year by the Massachusetts Technology Leadership Council, as well as the Department of Defense’s prestigious Above and Beyond Award for promoting supportive work environments for members of the U.S. National Guard and Reserve

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