The typical implementation process for Broadly software:
Initial onboarding and kickoff: After purchase, a Broadly specialist schedules a kickoff call to discuss business goals, review current systems, and align on setup needs.
Account setup and system integration: The Broadly team assists with connecting necessary integrations such as Google, Facebook, email, or practice management tools, and configures core settings tailored to the business.
Website widget/AI chat installation: If using web chat or review widgets, the Broadly team provides simple step-by-step instructions or direct support to install them on the business website.
Team training: Staff receive guided training, typically over a live session, covering review request processes, Inbox management, and customer engagement features.
Test run and onboarding completion: Initial review requests are sent, and the system is tested for correct workflow; additional tweaks are made as needed for optimal operation.
Broadly can be customized to fit specific business needs, especially for small to mid-sized service businesses seeking tailored workflows, communications, and branding. The most relevant data points on customization are:
Customizable greetings and branded web chat: The web chat feature lets businesses create automated, company-branded greetings and tailor lead qualification questions to match service context.
Configurable review request messages: Review request emails and SMS can be personalized with specific wording, branding, and sender details to reflect the business style and tone.
Saved replies and message templates: Users can create, edit, and reuse message templates with custom tags (e.g., inserting the customer's name) for faster, personalized communication in replies and follow-ups.
Flexible subscription plans: Pricing and feature bundles are tailored by business size and operational needs, allowing companies to pay only for the features they use.
Custom dashboard views and reporting: Businesses can filter dashboards by brand, location, and team, and select which KPIs or data sets are most relevant, providing custom insights for multi-location operations.
Multi-location configuration: Broadly supports franchises by allowing per-location branding, configuration, and permission controls, making it possible to accommodate diverse teams or service sites within a single organization.
Integrated workflows: The system can be set up to sync with industry-specific tools (like QuickBooks, Shopify, or dental management software), allowing tailored daily workflows and data sharing.
Broadly charges several types of additional costs beyond the monthly subscription, including setup and build-out fees. Below are the key details:
Setup/build-out fee: There is a one-time $350 build-out fee for new accounts, covering initial setup, customization, and onboarding.
Monthly/annual subscription: The standard plan is $249 per month, billed monthly; discounts may apply with annual contracts.
Maintenance and support: Ongoing software maintenance, updates, and standard customer support are generally included in the subscription at no extra cost. No recurring maintenance or hidden support charges are cited publicly for standard accounts.
Optional service fees: Additional costs could apply for extra features, services outside the selected plan, or unique implementations, but such fees are not commonly listed for mainstream users.
Website services: If Broadly provides custom website design or hosting, those costs are separate and depend on the scope of service.
Broadly offers new users training and support to ensure onboarding success and maximize value for local service businesses:
Personalized onboarding: Each account receives a kickoff session with a dedicated onboarding specialist to configure the platform, connect integrations, and align the system to specific business goals.
Live staff training: Real-time training (often via video call) is provided to familiarize team members with core features like web chat, review requests, the unified Inbox, and customer engagement tools.
Help center and resources: A detailed online help center offers guides, tutorials, FAQs, and best practice content for self-paced learning and troubleshooting.
Ongoing support: Ongoing access to customer support is included with the subscription, with follow-up calls, troubleshooting, and optimization advice as needed. Most inquiries are handled by knowledgeable product experts.
Feature walkthroughs: When new features are introduced, users receive walkthroughs and training materials to keep them up to date and confidently adopt updates.
Broadly implements several security measures to protect user and customer data, focusing on both technical and organizational safeguards:
Data encryption: Broadly uses commercially reasonable technical measures to protect personal information online and offline, including encryption to defend against unauthorized access, disclosure, and alteration.
Access controls: Only authorized personnel have access to data, with organizational and administrative controls restricting who can view or manage sensitive information.
Data retention policies: Personal data is only retained as long as necessary for business, legal, or regulatory requirements, minimizing risk from unnecessary storage.
Cookies and secure session management: Cookies are used to administer the system, ensure secure user sessions, and protect against malicious interception during use.
User responsibility: Users are reminded that no Internet transmission is fully secure; caution is urged for sensitive emails or disclosures, and users are responsible for maintaining their own access security (e.g., strong passwords).
Privacy and compliance: Broadly maintains a legally compliant privacy policy, informing users how their information is collected, used, and shared, and outlines processes to request data correction or deletion.
Broadly typically releases platform updates and new features regularly, with bug fixes, optimizations, and minor improvements delivered more frequently and major releases or enhancements several times per year. Updates are managed centrally through the cloud-based platform, meaning users automatically receive improvements with no need for manual installation.
Release cadence: Minor updates and bug fixes are pushed out continuously or monthly, while major feature releases and visual changes are announced several times a year—recent examples include branding updates and integration expansions.
Update management: Updates are automatically deployed via Broadly’s cloud infrastructure, ensuring all users have the latest security patches, features, and improvements without any user intervention.
User communication: Major new features and interface changes are communicated to users through email, in-app notifications, and blog posts, often accompanied by training materials or walkthroughs to ease adoption.
Broadly’s policy on data ownership and portability is clearly set out in its Terms of Service. Broadly asserts that, as between customer and Broadly, all Customer Content (any material uploaded or supplied by the customer, or accessed by Broadly from the customer, in the course of service use) is owned by the customer. However, Broadly is granted a broad, non-exclusive, irrevocable, royalty-free license to use, copy, aggregate, modify, and display customer content as required to provide and enhance its services, as well as for related improvement and development purposes consistent with its privacy policy.
Customer Ownership: Customers retain ownership of all their content, data, and materials placed on or provided to Broadly’s platform. Customers are responsible for the accuracy, legality, and intellectual property rights of their content.
Rights Granted to Broadly: By using the service, customers give Broadly a non-exclusive, global license to use, modify, aggregate, and display customer content for the purposes of delivering the service, enhancing platform features, and communications with prospective or actual customers based on the customer’s data. Broadly can also analyze usage and performance information for platform improvements.
Customer Responsibility: Customers must ensure their data is backed up and secure. It is explicitly the customer’s responsibility to download and retain their data before contract termination or expiration; Broadly does not guarantee data retention after the relationship ends.
Access and Download: Customers have access to their content and can download data from the platform at any time during the active service period. Upon termination or expiration, customers are responsible for retrieving any needed data, as Broadly is not obligated to assist post-contract.
No Post-Term Assistance: After cancellation or contract end, Broadly does not guarantee continued access or retrieval support for customer data, making it crucial that customers export any required information before exiting the platform.
Broadly’s contract renewal and cancellation terms are highly specific and vary by subscription type, but all require formal notice and have defined procedures for termination, renewal, and refunds. Key data points are summarized below.
Automatic Renewal: All subscriptions (24-month, 12-month, annual, and month-to-month) automatically renew for the same term and at the current plan rate unless either party provides written notice of non-renewal at least 30 days before the current term ends.
Notice of Non-Renewal: Notice of non-renewal must be given at least 30 days before the end of the term. This is typically done via email to [email protected].
Rate Changes: Renewal fees will be at the rates disclosed on the website at the time of renewal, which may be updated from time to time and become applicable for the next renewal term.
Special Provisions for Business Closure: If a customer’s business shuts down and sufficient evidence is provided, the Termination Fee may be waived at Broadly’s discretion.
Standard Cancellation Process: Cancellation requires a written request (usually by email). Broadly mandates 30 days' notice prior to the next billing date, regardless of subscription type.
Active Service Post-Cancellation: After initiating cancellation, service remains active through the end of the billing period; final charges and service termination occur after this period.
Month-to-Month Subscriptions: May be canceled at any time with 30 days' notice. If notice is not provided, one final monthly billing charge will apply.
Annual & Multi-Year Contracts: Can only be canceled within the first 60 days if dissatisfied with capacities; after that, cancellation before term end may require payment of a Termination Fee equal to the remaining balance for that term. Refunds are only issued if Broadly fails to deliver the agreed-upon service, not for dissatisfaction with results.
Refund Policy: Broadly, it typically operates under a no-refund policy except where it does not provide the agreed service. Billing errors may be eligible for investigation and potential refunds upon contacting Broadly.
Broadly software is designed to align with widely recognized privacy and data protection regulations, especially those relevant to customer communications and online reputation management. The most prominent compliance standards broadly address include:
GDPR (General Data Protection Regulation): Broadly’s privacy policy indicates adherence to GDPR requirements for handling and protecting data of EU residents, ensuring user rights for access, correction, deletion, and data portability.
CCPA (California Consumer Privacy Act): Broadly complies with CCPA, extending privacy rights to California residents, including the ability to access, delete, and opt out of the sale of personal data.
General industry best practices: Broadly employs technical and organizational safeguards such as encryption, access controls, and regular review of procedures to meet software security and general data privacy expectations for SaaS providers.
