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Hello to my former co-workers and friends, As many of you know, I retired from Everbridge this past July after serving as Senior Director of Global Product Support. Everbridge is an outstanding company focused on early public warning, public safety, and business continuity. During my six-plus years there, I supported nine acquisitions and was deeply involved in each for Global Product Support—overseeing integration of people, tools, and processes. I led the growth of the de

By Jonathan Rock, Senior Technical Support Leader In technical support, one metric tells a story louder than any dashboard — Customer Satisfaction (CSAT). While many factors influence it, one of the most powerful is also the simplest: time. When issues get resolved quickly — within one to three days — CSAT is predictably high. Customers appreciate fast, clear answers, and even if a few still give negative feedback (“squeaky wheels,” so to speak), most are satisfied. Quick win