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Your Top Fundraisers Thrive with On-Demand Support – And We Have the Data to Prove It!

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Your participants and donors are reaching out to you for help – but are you there for them when they need you? If not, you should be! Your most-engaged fundraisers and largest event donors absolutely thrive under your guidance and support—and we have the data to prove it.

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Your Top Fundraisers Thrive with On-Demand Support – And We Have the Data to Prove It!

  1. 1. 1 Your Top Fundraisers Thrive with On-Demand Support… And We Have the Data to Prove It!
  2. 2. Your Charity Dynamics Hosts! 2 Sue Dalos Principal Consultant Aleena Antonino Customer Support Manager
  3. 3. A Support Case Study 3
  4. 4. Poll What percent of dissatisfied customers actually reach out for support or to complain? A. 4% B. 14% C. 27% D. 36% E. Over 50% 4
  5. 5. 5 Only 4% of dissatisfied customers bother to raise the issue
  6. 6. 6 Who Is Reaching Out For Support? • Most committed fundraisers – Raise More – Use Available tools • Send Emails • Update Personal Page • Make a Self Donation • Larger individual donors – Give larger gifts • More concerned on security • Want them properly credited
  7. 7. 7
  8. 8. Register Spread the word Personalize fundraising page Access fundraising tools Self donate
  9. 9. Organizations • + 800,000 participants • +45 million raised National P2P Event 9 Single Endurance Event • + 2,000 participants • +2 million raised Multi City Event • + 7,000 participants • +3 million raised
  10. 10. Support Users 10 • 3 in 100 participants contacted support.
  11. 11. We found that participants that contacted support raised…. Average Raised Contacted Support: $100 No support contact: $60 National P2P Event 11 Single Endurance Event Multi City Event 65% Average Raised Contacted Support: $1,495 No support contact: $929 61% Average Raised Contacted Support: $626 No support contact: $168 272%
  12. 12. We found that participants that contacted support attributed…. $4.5 million of the 61 million raised National P2P Event 12 Single Endurance Event Multi City Event 7% $88 thousand of the 2.5 million raised 4% $373 thousand of the 3 million raised 24%
  13. 13. We found that participants that contacted support... • Of the participants who didn’t contact support, only 36% updated their personal page, self-donated, or sent at least one email from the participant center. • 87% of participants who contacted support had engaged in at least one of these proactive behaviors. Contacted SupportDid Not Contact Support
  14. 14. Donor Support Statistics 14 • 1 in 100 donors contacted support. • 3% of donations placed.
  15. 15. We found that donors that contacted support donated 98% more. Contacted SupportDid Not Contact Support $88 $175
  16. 16. 4 paths to providing better support
  17. 17. • Add a navigational path to your FAQ’s & help content within your fundraising centers. • In your coaching communication, add the how to accomplish the call to action and not just the call to action. • Those providing direct support, know the right way to use the tools but know the the errors and issues users can come across. • Ensure your constituents have a direct and dedicated path to support on a key pages such as registration and donation pages.
  18. 18. Your Panelists! 19 Noel Beebe National Director, Digital Fundraising Alzheimer's Association Lynn Happel SVP, IT & Data Support Autism Speaks Vanessa Longacre-Wilcox Project Manager Fred Hutchinson Cancer Research Center
  19. 19. Questions?
  20. 20. Building the case for support 1. The best customer service builds trust 2. Good customer service overcomes dissatisfaction 3. It builds and strengthens brands 4. Identifies issues so you can reduces problems 5. Integral to the new “event/donor experience” 6. Proven to increase retention and revenue generation 21
  21. 21. THANK ©2019 Charity Dynamics – Confidential & Proprietary YOU

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