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Customer Success: A Key Driver for Product Value

by Everlaw

Two people collaborating together at a desk

Cultivating and developing strong bonds with customers begins and ends with building trust and goodwill. That means taking meticulous measures to create an experience where customers feel well taken care of and appreciated.

Research indicates that 84% of customers say the experience a company provides is as important as its products or services, and 69% of customers leave one business for another because of real or perceived poor customer service.

While our commitment to designing, building, and shipping elegant software is well-documented, we’re equally focused on delivering world-class services to ensure customer success.

Full-Lifecycle Customer Success

A big part of our commitment to customer success is ensuring that their needs are met at every stage of the engagement. That focus has driven us to build a variety of programs dedicated to getting new customers up and running quickly, getting data loaded efficiently, getting new users trained, and more. Specifically, our customer success experience enables:

  • Seamless onboarding and data migration.

  • Effective training for users to successfully use all the capabilities of the platform.

  • And, personalized support to rapidly respond to technical issues.

“Happily Everlaw after. The customer care and technical support are excellent. The training [is] exceptional — much like the product itself.”

User in Law Practice (G2 Review)

Bucking Industry Trend: Free Service & Support

Unlike most of the software companies in our industry, Everlaw doesn’t charge money for onboarding, training, and support because we don’t believe in nickel-and-diming our customers. On the contrary, we believe that giving our services away for free keeps the pressure on us to build even better software without requiring dependence on expensive professional services. 

Everlaw is fast, efficient, and extremely easy to use. One of the best aspects is that it is easy to get non-users up and reviewing quickly, even lawyers. The customer support is fantastic, and the training mod[ules] available for each aspect of the platform are a great asset. Our firm has been able to move away from using one of the legacy platforms and has taken total control of all of our ediscovery. It has saved the firm thousands of dollars a month and eliminated our reliance on an outside vendor to supply this service.”

Administrator in Law Practice (G2 Review)

Adjusting to a New Reality

As global working conditions and hours have changed in response to the coronavirus pandemic, we recently announced enhancements to our customer support hours to help our customers maintain business continuity. Customers will now have access to our world-class support seven days a week with rapid response times. (The Everlaw support team averages 12 minutes for the first call response and one hour for the first issue resolution.)

In addition to the vast knowledge base library, the Everlaw user education team offers free, weekly live training sessions designed to help users learn, understand, and master the Everlaw platform. Daily sessions cover everything from basic topics on how new users get started to advanced topics on production, post-review, and organization administration.

We are enabling our customers to focus on substantive legal work with cutting edge software, and empathetic and responsive customer service. While the world around us changes, we commit to these core principles and to create partnerships with our valued customers. 

“Everlaw does a great job of listening to user feedback and working continuously to provide a better product that remains easy to use. When I have difficulty or am unsure how to do (or sometimes undo!) something, the Everlaw support staff are always pleasant and responsive. The product has a very quick learning curve without sacrificing functionality!”

Associate Attorney in Law Practice (G2 Review)

Are you interested in learning how law firms, corporations, and government agencies achieve success with Everlaw? Read our customer success stories to find out.