Our company, Everbridge, was founded after 9/11 to help improve the way people communicate and locate each other in a time of crisis. Our SaaS-based emergency communications platform is used by over 4,200 enterprise customers. It reaches over 500 million people in more than 200 countries
The technical support team at Everbridge is made up of three distinct teams and about 30 agents. We help our customers navigate our solutions and troubleshoot problems, some of which become quite complex and situational. On an average week, we field about 7,000 inquiries. If there’s a major disaster or weather event—for instance a hurricane—support calls can double in volume to 15,000 a week.
Video as a new touchpoint for support
We’ve always used traditional means of support (typically phone or email) to connect with our customers. But about a year ago, my boss came to me and asked me to explore using video as another channel for customer support.