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 * Use Cases
   
   Prevent Escalation
   
   GPT powered answers for immediate tier 1 resolution reducing escalation up to
   35%
   
   Ticket Volume Reduction
   
   GPT powered answers to automate and deflect support cases leading to 30% more
   agent productivity
   
   Improved Resolution Time
   
   GPT powered answers to improve first contact resolutions and average handle
   time by 40%
   
   Improved CSAT
   
   GPT powered answers creating smarter agents for better customer experience

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   Instant answers for immediate tier 1 resolution reducing escalation up to 35%
   
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   productivity
   
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   Improve first contact resolutions and average handle time with accurate
   answers by up to 40%
   
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   answers by up to 40%
   
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   answers by up to 40%

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EVERBRIDGE ACHIEVES 99% CUSTOMER SATISFACTION WITH HELP FROM APTEDGE

Aakrit Prasad

Jan. 25, 2022




TABLE OF CONTENTS

Everbridge Manages the Full Lifecycle of Critical Events

Faster Ticket Resolution

Reduced Escalations

99% Customer Satisfaction

Give AptEdge a Try For Free Today


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In our day and age, when customer expectations are at an all time high, it has
never been more important to provide prompt, accurate customer support. With
this in mind, Everbridge is always looking for ways to make the life of their
customer support techs better so that they can provide the best possible support
to their growing customer base. As part of this initiative, Everbridge turned to
AptEdge to ensure their techs had access to the contextualized information they
needed to promptly respond and resolve customer support issues. This initiative,
amongst others, has led their team to post a 99% customer satisfaction rating
over the past year.


Everbridge Results with AptEdge


EVERBRIDGE MANAGES THE FULL LIFECYCLE OF CRITICAL EVENTS

Everbridge provides a Critical Event Management platform that helps
organizations manage the full lifecycle of a critical event: Assess risks and
determine which are relevant to your assets and people; Locate mobile and
traveling employees, as well as responders, who are near or traveling to areas
of risk; Act to automate standard operating procedures to launch and manage
incident response; and Analyze performance to identify bottlenecks and improve
response to subsequent events.

Having a solution that is vital to the safety of their customer's employees and
data, it is no wonder Everbridge takes their customer support organization so
seriously. When one of their customers is having an issue, that issue can
literally be a life and death situation. In order to provide better customers
service, Everbridge realized they needed to make the lives of their support
agents better. Or as Melanie, Director of Escalations and Support, stated: "We
need to make the lives of our techs better, we need to do everything we can to
help them. This idea was really ingrained into the management team."


FASTER TICKET RESOLUTION

Prior to AptEdge, Everbridge was relying on their techs ability to search for
information in multiple systems and knowledge bases in order to find the answers
they needed to respond and resolve customer support tickets. This elongated the
resolution time as information was not readily available in a single system.

Everbridge tapped AptEdge to ensure their techs had immediate access to the
information they needed. AptEdge brings all customer support systems, knowledge
bases, similar tickets, and trends (called Edges in AptEdge) into a single
search and recommendation engine that lives within the ticketing system the
techs already use. This transitions the ticketing system from a system of record
to a system of engagement. AptEdge automatically analyzes all incoming tickets
and provides the tech with the contextualized information they need to engage
with customers and take immediate action.


REDUCED ESCALATIONS

Not only has Everbridge made the life of their techs better, but in doing so,
they're also making the lives of their customers better too. Everbridge is able
to resolve tickets faster and reduce the overall number of tickets that require
escalation, making everyone happier in the process. Melanie explained that;
"AptEdge's frustration score is helping us know and identify cases that might
escalate." This allows Everbridge to proactively create Edges that their techs
can use to resolve tickets before they escalate. She continues; "When we have an
issue that is widespread, we create an Edge that gets referred to a lot. Then
when we need it we can quickly find the workaround. I don't have to do all the
searching in different systems to find it. Is it in Jira? In Salesforce? Do I
need to ask Renee? No, I know Exactly where it is, and AptEdge presents it as a
recommendation when we need it."


99% CUSTOMER SATISFACTION

Despite all of the challenges the past year has had on support teams around the
world, Everbridge has been able to maintain their customer satisfaction numbers
throughout. Renee noted that; "Our customer satisfaction rates have been 99%
ever since we put AptEdge in use. A big part of the reason is the fact we were
able to push out answers to our techs very quickly when issues were presented
with workarounds or solutions. They were quickly accessible in one place. That
meant we were able to get the answers to our customers quickly and accurately.
The fact that we were able to maintain our customer satisfaction numbers through
all of the challenges in 2021, is just amazing."


GIVE APTEDGE A TRY FOR FREE TODAY

You don't have to take our word for it. Renee recommends AptEdge by saying;
"With the things AptEdge is doing in the product like auto-linking,
auto-replies, and searching outside sources like our knowledge base, Confluence,
Jira, pulling all of those sources into one tool that I can go to find the
information I need, is monumental and huge. I would absolutely recommend AptEdge
based on the direction it's headed in, in addition to what is already there."
Give AptEdge a try in your environment today.



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Pete Lee

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APTEDGE AND HEXAGON: A PARTNERSHIP FOR STREAMLINING CUSTOMER SUPPORT

Aakrit Prasad

Apr. 17, 2023

AptEdge and Hexagon: A Partnership for Streamlining Customer Support

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