The BryteBridge Approach to Customer Service

BryteBridge Approach to Customer Service

At BryteBridge, we prioritize providing quality services and ensuring all our clients receive the attention and care they deserve. Every client has access to a dedicated consultant, projects are assigned to specialists, and our Client Care Team offers general customer service.

1. Our Dedicated Consultants are available by phone, or scheduled consultation for new clients or to help existing clients fulfill new needs.
2. Our Customer Care Team is available by phone or through a support ticket to assist with technical and billing questions for our clients.
3. Our Specialists are not readily available for unscheduled phone calls or emails, so they can perform the highly detailed work our customers expect. Specialists are often coordinating directly with state agencies and the IRS to file time-critical documentation. The Specialist Service Team is the central part of our operation, and its important we are strategic with their time as they work through time-critical documents on behalf of our clients. Specialist team members are available by appointment if questions or inquiries can’t be resolved via the ticket or customer service channels.

Limiting our phone availability to general customer service, order status, and billing allows us to respond promptly to support tickets, handle more complex needs, and fulfill orders on time.

BryteBridge’s dedicated team supports your organization and answers any questions you have. If you cannot reach us by phone, we encourage you to visit our self-service Knowledge Center or contact us through our online platform. You can submit a ticket there, and we will get back to you as soon as possible. We strive to respond to within two business days, but it is often much quicker.

The BryteBridge Advantage

Working with BryteBridge means an entire team of nonprofit and small business experts is just a support ticket away. In addition to our team, clients have access to a robust Client Platform. The Client Platform includes our robust Knowledge Center to help clients stay informed about critical topics, including compliance, fundraising and development, and governance. Additional benefits of the Platform include access to preferred partners that assist research grant opportunities, administer fundraising efforts, and track finances.

How Orders/Projects Are Handled

Each specialist manages multiple client projects. Because each team member works with multiple clients, specialists are not typically available for unscheduled phone calls during the day. Our specialists will schedule a call when additional context or clarity is needed to work on a project. This efficiency maximizes our team’s time while providing our clients with affordable services.

Service Matrix

We have many support options available to our clients to support their nonprofit journey. 

Why we like the Ticket Support System

Our support ticket system prioritizes needs and allows anyone on our team to respond promptly. Support tickets offer complete transparency while holding our team accountable to measurable response times. Through the ticket support system, our team clearly sees your communication and allows us to respond based on your specific needs, the current timeline, or our areas of expertise. This method will enable us to track, assign, and monitor your service request to ensure you receive a response as quickly as possible.

BryteBridge Support Channels

1. Self-Service:
   1. Through the Knowledge Center at knowledge.brytebridge.com  – Find the answers to the most common questions from our clients.
   2. Update Company Information (address, phone, email) via your client portal.
2. Support Ticket Request: Submit a Support Ticket Request via client portal.
3. Phone Support: Monday through Friday, 9 am-7 pm EST at 1-877-857-9002
4. Schedule an Appointment: For items that our team can’t resolve via a ticket request, general customer service, or self-help, we will set up an appointment with the appropriate team member.

Understanding the BryteBridge Team Roles

Consulting Team

Our consulting Team is the first-person new clients interact with and is your ongoing resource to help evaluate and offer opportunities to support your organization.

Our Consulting Team works directly with current and prospective clients to determine the appropriate services based on the organization’s needs. Consultants also offer education on the best BryteBridge solutions that align with the organization’s needs.

Customer Care Team

The BryteBridge Customer Care Team is available to answer general customer service questions, provide the status of existing orders, answer billing questions, and provide copies of documents BryteBridge has completed on behalf of our clients. Additionally, Customer Care can respond to follow-up questions regarding information requests from BryteBridge (where BryteBridge has reached out asking you for additional information needed to fulfill your order).

Specialist (Service) Team

Our BryteBridge Service team comprises of all team members who manage and fulfill client orders and projects, including our formation, compliance, tax, and development experts. The Service Team is the central part of our operation.  As such, this team is not readily available for unscheduled phone calls or persistent emails, as doing so could jeopardize meeting critical deadlines on behalf of our clients. Most of the Service Team’s Day is allocated to working directly with the various state agencies and the IRS to file time-critical documents on behalf of our clients. Service team members are available by appointment if questions or inquiries can’t get resolved via the ticket or customer service channels.