Hosted by TechSoup on June 29, 2022. https://events.techsoup.org/e/mgajtq/ From text messaging to video chat, digital communications are central to the ways we live and work today. They are also reshaping the way nonprofit organizations help people around the world. In fact, 89% of nonprofits say digital communications are critical to achieving their organization's mission. In this webinar, we share the key insights from Twilio.org’s new report, The State of Nonprofit Digital Engagement. We’ll highlight: How nonprofits are outpacing the private sector in digital engagement What program participants and beneficiaries expect from nonprofit communications The main ways nonprofits can get started building modern communications into their programs

1. How Nonprofits Are Using
Digital Communications To
Build The Future Of Program
Delivery
June 29, 2022

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Today’s Guest Experts

6. Insights from The
State of Nonprofit
Digital Engagement:
How nonprofits are building
the future of program delivery

7. Download the report:
twilio.org/sonder-202
2

8. © 2020 TWILIO INC. ALL RIGHTS RESERVED.
© 2020 TWILIO INC. ALL RIGHTS RESERVED.
The world’s leading Customer
Engagement Platform to build
intelligent customer experiences,
at scale.
10M+
Developers
235K+
Businesses
180+
Countries
What is Twilio?

9. © 2020 TWILIO INC. ALL RIGHTS RESERVED.
Drive intelligent customer engagement at every step of the journey
Twilio Customer
Engagement Platform
● Omnichannel communication
● Unified Data
● Individualized experiences
● Optimized for builders
Promotions
Customer
loyalty Lead
conversion
Contact
center
IVR &
bots
Field
service
& conversations
Asset
management
Identity &
verification
Alerts &
notifications

10. © 2020 TWILIO INC. ALL RIGHTS RESERVED.
© 2020 TWILIO INC. ALL RIGHTS RESERVED.
Communications
can change lives
Social impact organizations use
communications to tackle some of the
world’s biggest problems and change lives
for the better. From empowering refugees
with information to giving life-saving mental
health counseling, more than 7,000
nonprofits use Twilio to help more than
500 million people a year. And we’re just
getting started.
American Red Cross
International Rescue Committee
Special Olympics
Dispatches trained first responders
50% faster using SMS
Connects refugees fleeing violence
with critical resources using WhatsApp
Activates peer-to-peer fundraisers in
donation drives using SMS

11. Jannet
Park
Angela
Wieber
Sr. Product Marketing
Manager, Twilio.org
Principal Solutions Engineer,
Twilio
Presenters

12. 2022 TWILIO INC. ALL RIGHTS RESERVED
89%
of nonprofits say digital communications is critical to
their mission

13. 2022 TWILIO INC. ALL RIGHTS RESERVED
5 key insights:
Digital communications
drive deeper nonprofit
outcomes

14. 65%
of nonprofit constituent
engagement is digital.
of private sector customer
engagement is digital.
1. Nonprofits lead in digital engagement
55%

16. 2022 TWILIO INC. ALL RIGHTS RESERVED
Rate digital communication initiatives a
critical organization priority
96% of digital leaders vs. 80% of those that are beginning/developing
Resource their technical teams
89% of digital leaders are hiring technical talent in 2022
Digital leaders are more
likely to:
Assess your digital roadmap
While the majority of nonprofits believe
digital communications are critical, only half
report that their current digital strategy is
effective
Place an emphasis on program participant
experience
53% of digital leaders place personalized communications as
priority #1

17. 428%
2022 TWILIO INC. ALL RIGHTS RESERVED
Increase in digital interaction on Twilio by nonprofits
from 2020 to 2021
2. Digital communications are
key to improving program
outcomes
98%
of program participants identified ways nonprofits are
using digital communications to better serve them

18. Send automated program
or appointment
reminders
Increase
visibility of their
programs
Provide
personalized
experiences
Report program
outcomes in
real-time
Engage with
donors
Route people to
support
Answer FAQs quickly
Provide multiple
options for
engagement
How are nonprofits using digital communications?
Channels like SMS, Voice, and Email Solutions like Contact Centers, IVRs, and bots

20. 2022 TWILIO INC. ALL RIGHTS RESERVED
Refine your digital strategy
While the majority of nonprofits believe digital
communications are critical, only half report that their
current digital strategy is effective
Work with partners
While the majority of nonprofits believe digital
communications are critical, only half report that their
current digital strategy is effective
Use quick deploy apps
While the majority of nonprofits believe digital
communications are critical, only half report that their
current digital strategy is effective
Nonprofits feel immediate returns
Top benefits:
Better experience for program
participants
Better outcomes for program
participants
Higher number of program participants
served
Improved staff productivity or
efficiency

21. 2022 TWILIO INC. ALL RIGHTS RESERVED
Refine your digital strategy
Evaluate where you can incorporate digital communications
into your program strategy to have the most impact:
● Donor engagement
● Increasing accessibility with more digital channels
● Program operations & reporting

22. 2022 TWILIO INC. ALL RIGHTS RESERVED
Start building with low-code solutions
Building digital solutions might feel like a large task–but
it doesn’t have to be. Use quick deploy apps and
templates to test new messaging workflows in minutes.

23. 2022 TWILIO INC. ALL RIGHTS RESERVED
The Challenge
The Innovation
National Alliance on Mental Illness
Dawn Brown
National Director, NAMI Helpline Services
4X 75%
Supporting record-breaking call volume starting in 2020 due to
the COVID-19 pandemic.
Moved the brick-and-mortar call center environment to a
cloud-based contact center. Now able to recruit HelpLine
volunteers nationally, scale offerings across multiple
channels, and keep pace with growing demand remotely.
“When we went remote using the contact center
platform, we were able to extend our hours, quadruple
our volunteers, and consistently help 75% more help
seekers annually–which is huge. Working with Twilio to
build digital communications has made all the
difference.”
more volunteers
staffed
more help seekers
supported annually

24. 2022 TWILIO INC. ALL RIGHTS RESERVED
89%of nonprofit digital leaders plan to hire
technical staff this year.
3. Developers are the secret sauce for
digital leaders

25. 2022 TWILIO INC. ALL RIGHTS RESERVED
41%
1 in 4
Of nonprofits say lack of tech
support is #1 barrier to adopting
digital communications
Nonprofits at beginning stages of
digital maturity report having the
developer talent they need
Gaps in access to tech talent remain across the
sector

26. 2022 TWILIO INC. ALL RIGHTS RESERVED
How nonprofits currently
access technical talent
60% 65% 77%
48% 50% 52%
20% 27% 36%
Technical staff (on-site engineers/developers)
Contractors, vendors, or consultants
Pro bono or volunteer technical support (e.g., volunteer developers)
Beginning/developing Well-developed Leader

27. 2022 TWILIO INC. ALL RIGHTS RESERVED
Staff developers
In-house developers can quickly understand your
program, and help you continuously innovate your
digital program offerings
Work with partners
Nonprofits with less tech resources can work with
implementation partners to build a digital solution right for
them, or system integrators for a more out-of-the-box
solution.

28. 2022 TWILIO INC. ALL RIGHTS RESERVED
4. Program participants want more personalization
Program participants rank personalization as
the #1 area they would like nonprofits to
prioritize improving program experience
77% of nonprofits agree, stating personalization
is a high or critical priority in 2022

29. 2022 TWILIO INC. ALL RIGHTS RESERVED
Mismatched perceptions
of digital experiences
Shared level of preference for email
Nonprofits may be underestimating
preference for text messaging
Nonprofits may be over-indexing on social
media investment

30. What program participants do want:
2022 TWILIO INC. ALL RIGHTS RESERVED
Personalized
Communications
More digital
communication options
On-Demand Services
Incorporate more digital channels
Use a cloud contact center to provide remote
support
Integrate your CRM and personalize
engagement with existing data
Use IVRs (interactive voice response) and
bots to answer FAQs

32. 2022 TWILIO INC. ALL RIGHTS RESERVED
Benefits Data Trust
$7B 800K+
in benefits & services
delivered
applications
completed
The Challenge
The Innovation
Connecting millions of eligible people in need with available
government and social assistance
Using data & behaviorial economics, BDT contacts people
through Voice and SMS messages to alert them of their eligibility.
Using machine learning, they are able to identify those that may
need more assistance, and connect them with agents for further
help.

33. 2022 TWILIO INC. ALL RIGHTS RESERVED
5. Learnings from sectors
leading in digital
engagement
Emerging trends indicate paths
forward for engaging program
participants

34. Civic engagement and health sectors reshaped
engagement using technology
2022 TWILIO INC. ALL RIGHTS RESERVED
70%
Social action and advocacy Healthcare
of program participant
engagement is digital 51% use digital communications to
increase responsiveness

35. Social services and education plan for seismic
shift in digital engagement
2022 TWILIO INC. ALL RIGHTS RESERVED
80%
Human services Education
plan to increase their investment
in digital communications in 2022 74% of student and family engagement is
expected to be digital by 2025

36. 01. Nonprofits outpace the private sector in
digital engagement
04. Program participants want personalized
engagement
02. Digital communications is integral, but a
disconnect still exists
05. Learnings from segments of the nonprofit
sector pulling ahead in digital maturity
03. Developer-driven innovation is the secret
sauce behind deeper social impact
2022 TWILIO INC. ALL RIGHTS RESERVED
Key ways digital communications can drive
deeper nonprofit outcomes

37. Download the report:
twilio.org/sonder-202
2

38. 2022 TWILIO INC. ALL RIGHTS RESERVED
How you can start building the future of
program delivery
Assess your digital strategy Prioritize technical resources Build personalized engagement

39. © 2020 TWILIO INC. ALL RIGHTS RESERVED.
Getting started with Twilio.org
Join the Twilio.org Impact
Access Program for
special access to support,
$500 in Twilio credit, and
additional discounts.
Learn about
opportunities to apply to
grant rounds from our
Impact Fund.
Team
Our nonprofit specialists
can help you identify
what’s best for your
organization, provide tech
support, and connect you
with solution partners.
Product Funding
twilio.org/apply

40. Thank you

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