Extract from Colleen Haikes’s article “What Best-in-Class Ediscovery Practices Look Like Today”
Today Everlaw announced that, once again, G2 ranked Everlaw the #1 ediscovery provider on its grid. (Check out the Fall G2 report). To learn more on why Everlaw has been leading the ediscovery market, we spoke with Everlaw’s customer success leaders: Chief Customer Officer Jeff Rachlin and VP of Customer Success Jess Ma. In our conversation, they revealed some insights gained in recent customer meetings on what the best legal teams are doing today to ensure success in litigation and investigations.
First off congrats on this latest ranking of #1 out of 116 ediscovery vendors, based on customer reviews. Rumor has it that in the last 90 days, the customer success team conducted nearly 100 success reviews and in-depth conversations to gather more insights and understanding of our customers. Jeff, what have you learned?
Thank you, and thank you to all of our loyal customers who honored us with this recognition! It’s been a busy and highly productive summer – with trips to visit customers in London, Washington DC, at ILTACON, and soon in New York. The customer success team has been asking and actively learning about what is going well for Everlaw customers to make sure we are consistently delivering value and, of course, to see where we need to do better.
Many customers spoke about what they appreciated about Everlaw. Top of mind was Everlaw’s world-class customer support – delivered at no charge. Again and again we heard these sentiments also expressed in the G2 reviews, such as:
- “Customer support is excellent. You get to talk to a real human that is familiar with the software and the usage from your perspective.”
- “The support staff from Everlaw are extremely helpful and the onboarding process has helped a lot for me and my staff to start using the features Everlaw provides.”
But we also like to go much deeper into their use. Our customers are at all different levels of adoption and skill sets. What we’ve uncovered is that those who are using Everlaw as a strategic and competitive advantage are those that have built a strong ediscovery practice.
