SlideShare a Scribd company logo
1 of 22
Download to read offline
1
Your Top
Fundraisers
Thrive with
On-Demand
Support…
And We Have the
Data to Prove It!
Your Charity Dynamics Hosts!
2
Sue Dalos
Principal Consultant
Aleena Antonino
Customer Support Manager
A Support Case Study
3
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
Only 4% of dissatisfied
customers bother
to raise the issue
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
Register
Spread the
word
Personalize
fundraising page
Access
fundraising tools
Self donate
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
Support Users
10
• 3 in 100 participants contacted
support.
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%
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%
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
Donor Support Statistics
14
• 1 in 100 donors contacted
support.
• 3% of donations placed.
We found that donors that contacted support
donated 98% more.
Contacted SupportDid Not Contact Support
$88 $175
4 paths to
providing better
support
• 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.
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
Questions?
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
THANK
©2019 Charity Dynamics – Confidential & Proprietary
YOU

More Related Content

What's hot

Donor Communications Secrets to Success
Donor  Communications Secrets to SuccessDonor  Communications Secrets to Success
Donor Communications Secrets to SuccessBloomerang
 
365 Constituent Engagement
365 Constituent Engagement365 Constituent Engagement
365 Constituent EngagementCharity Dynamics
 
Everything You Need To Know About Creating and Maintaining Donor Relationships
Everything You Need To Know About Creating and Maintaining Donor RelationshipsEverything You Need To Know About Creating and Maintaining Donor Relationships
Everything You Need To Know About Creating and Maintaining Donor RelationshipsBloomerang
 
Real Conversations With Major Donors
Real Conversations With Major DonorsReal Conversations With Major Donors
Real Conversations With Major DonorsBloomerang
 
Maximizing the Lifetime Value of Your Donors for Fundraising Success (AFP FL ...
Maximizing the Lifetime Value of Your Donors for Fundraising Success (AFP FL ...Maximizing the Lifetime Value of Your Donors for Fundraising Success (AFP FL ...
Maximizing the Lifetime Value of Your Donors for Fundraising Success (AFP FL ...Bloomerang
 
Segmentation in practice. Audience strategy conference, 26 May 2016
Segmentation in practice. Audience strategy conference, 26 May 2016Segmentation in practice. Audience strategy conference, 26 May 2016
Segmentation in practice. Audience strategy conference, 26 May 2016CharityComms
 
Everything You Need to Know About Increasing Donor and Board Member Engagemen...
Everything You Need to Know About Increasing Donor and Board Member Engagemen...Everything You Need to Know About Increasing Donor and Board Member Engagemen...
Everything You Need to Know About Increasing Donor and Board Member Engagemen...Bloomerang
 
5 Coronavirus Fundraising Myths and Why They’ll Kill Your Fundraising
5 Coronavirus Fundraising Myths and Why They’ll Kill Your Fundraising5 Coronavirus Fundraising Myths and Why They’ll Kill Your Fundraising
5 Coronavirus Fundraising Myths and Why They’ll Kill Your FundraisingBloomerang
 
What are Simple Development Systems and How Can They Help You?
What are Simple Development Systems and How Can They Help You?What are Simple Development Systems and How Can They Help You?
What are Simple Development Systems and How Can They Help You?Bloomerang
 
Understanding our largest demographic - reaching older people. Audience first...
Understanding our largest demographic - reaching older people. Audience first...Understanding our largest demographic - reaching older people. Audience first...
Understanding our largest demographic - reaching older people. Audience first...CharityComms
 
Donor Communication In The Wake of COVID-19
Donor Communication In The Wake of COVID-19Donor Communication In The Wake of COVID-19
Donor Communication In The Wake of COVID-19Bloomerang
 
Safeguarding trust with our audiences | The future of engagement conference |...
Safeguarding trust with our audiences | The future of engagement conference |...Safeguarding trust with our audiences | The future of engagement conference |...
Safeguarding trust with our audiences | The future of engagement conference |...CharityComms
 
The 5 Donor Love Languages
The 5 Donor Love LanguagesThe 5 Donor Love Languages
The 5 Donor Love LanguagesBloomerang
 
PledgeGo Pitch Deck
PledgeGo Pitch DeckPledgeGo Pitch Deck
PledgeGo Pitch DeckRobert Baca
 
Maximize Your Database for Fundraising Success (AFP Cincy - Jan 2020)
Maximize Your Database for Fundraising Success (AFP Cincy - Jan 2020)Maximize Your Database for Fundraising Success (AFP Cincy - Jan 2020)
Maximize Your Database for Fundraising Success (AFP Cincy - Jan 2020)Bloomerang
 
Major Gift Fundraising for Small Shops w/ Jay Love
Major Gift Fundraising for Small Shops w/ Jay LoveMajor Gift Fundraising for Small Shops w/ Jay Love
Major Gift Fundraising for Small Shops w/ Jay LoveBloomerang
 
Resuscitating Your Budget: Moving Donors to Give
Resuscitating Your Budget: Moving Donors to GiveResuscitating Your Budget: Moving Donors to Give
Resuscitating Your Budget: Moving Donors to GiveRobert Croft
 
How Mobile Takes the Friction out of Fundraising
How Mobile Takes the Friction out of FundraisingHow Mobile Takes the Friction out of Fundraising
How Mobile Takes the Friction out of Fundraisinggjhassin
 
4-Step Messaging Formula for Fundraising Success
4-Step Messaging Formula for Fundraising Success4-Step Messaging Formula for Fundraising Success
4-Step Messaging Formula for Fundraising SuccessNetwork for Good
 

What's hot (20)

Donor Communications Secrets to Success
Donor  Communications Secrets to SuccessDonor  Communications Secrets to Success
Donor Communications Secrets to Success
 
365 Constituent Engagement
365 Constituent Engagement365 Constituent Engagement
365 Constituent Engagement
 
Everything You Need To Know About Creating and Maintaining Donor Relationships
Everything You Need To Know About Creating and Maintaining Donor RelationshipsEverything You Need To Know About Creating and Maintaining Donor Relationships
Everything You Need To Know About Creating and Maintaining Donor Relationships
 
Real Conversations With Major Donors
Real Conversations With Major DonorsReal Conversations With Major Donors
Real Conversations With Major Donors
 
How to Grow Your Monthly Donors
How to Grow Your Monthly DonorsHow to Grow Your Monthly Donors
How to Grow Your Monthly Donors
 
Maximizing the Lifetime Value of Your Donors for Fundraising Success (AFP FL ...
Maximizing the Lifetime Value of Your Donors for Fundraising Success (AFP FL ...Maximizing the Lifetime Value of Your Donors for Fundraising Success (AFP FL ...
Maximizing the Lifetime Value of Your Donors for Fundraising Success (AFP FL ...
 
Segmentation in practice. Audience strategy conference, 26 May 2016
Segmentation in practice. Audience strategy conference, 26 May 2016Segmentation in practice. Audience strategy conference, 26 May 2016
Segmentation in practice. Audience strategy conference, 26 May 2016
 
Everything You Need to Know About Increasing Donor and Board Member Engagemen...
Everything You Need to Know About Increasing Donor and Board Member Engagemen...Everything You Need to Know About Increasing Donor and Board Member Engagemen...
Everything You Need to Know About Increasing Donor and Board Member Engagemen...
 
5 Coronavirus Fundraising Myths and Why They’ll Kill Your Fundraising
5 Coronavirus Fundraising Myths and Why They’ll Kill Your Fundraising5 Coronavirus Fundraising Myths and Why They’ll Kill Your Fundraising
5 Coronavirus Fundraising Myths and Why They’ll Kill Your Fundraising
 
What are Simple Development Systems and How Can They Help You?
What are Simple Development Systems and How Can They Help You?What are Simple Development Systems and How Can They Help You?
What are Simple Development Systems and How Can They Help You?
 
Understanding our largest demographic - reaching older people. Audience first...
Understanding our largest demographic - reaching older people. Audience first...Understanding our largest demographic - reaching older people. Audience first...
Understanding our largest demographic - reaching older people. Audience first...
 
Donor Communication In The Wake of COVID-19
Donor Communication In The Wake of COVID-19Donor Communication In The Wake of COVID-19
Donor Communication In The Wake of COVID-19
 
Safeguarding trust with our audiences | The future of engagement conference |...
Safeguarding trust with our audiences | The future of engagement conference |...Safeguarding trust with our audiences | The future of engagement conference |...
Safeguarding trust with our audiences | The future of engagement conference |...
 
The 5 Donor Love Languages
The 5 Donor Love LanguagesThe 5 Donor Love Languages
The 5 Donor Love Languages
 
PledgeGo Pitch Deck
PledgeGo Pitch DeckPledgeGo Pitch Deck
PledgeGo Pitch Deck
 
Maximize Your Database for Fundraising Success (AFP Cincy - Jan 2020)
Maximize Your Database for Fundraising Success (AFP Cincy - Jan 2020)Maximize Your Database for Fundraising Success (AFP Cincy - Jan 2020)
Maximize Your Database for Fundraising Success (AFP Cincy - Jan 2020)
 
Major Gift Fundraising for Small Shops w/ Jay Love
Major Gift Fundraising for Small Shops w/ Jay LoveMajor Gift Fundraising for Small Shops w/ Jay Love
Major Gift Fundraising for Small Shops w/ Jay Love
 
Resuscitating Your Budget: Moving Donors to Give
Resuscitating Your Budget: Moving Donors to GiveResuscitating Your Budget: Moving Donors to Give
Resuscitating Your Budget: Moving Donors to Give
 
How Mobile Takes the Friction out of Fundraising
How Mobile Takes the Friction out of FundraisingHow Mobile Takes the Friction out of Fundraising
How Mobile Takes the Friction out of Fundraising
 
4-Step Messaging Formula for Fundraising Success
4-Step Messaging Formula for Fundraising Success4-Step Messaging Formula for Fundraising Success
4-Step Messaging Formula for Fundraising Success
 

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

Participant Support Webinar
Participant Support Webinar Participant Support Webinar
Participant Support Webinar Charity Dynamics
 
Converting Online Campaigners into Donors
Converting Online Campaigners into DonorsConverting Online Campaigners into Donors
Converting Online Campaigners into DonorsCare2Team
 
How Can You Make Your Fundraising Events Stand Out?
How Can You Make Your Fundraising Events Stand Out?How Can You Make Your Fundraising Events Stand Out?
How Can You Make Your Fundraising Events Stand Out?Karen Perry-Weinstat
 
Copy of Increase Retention for Giving Tuesday Donors--NPS (1).pdf
Copy of Increase Retention for Giving Tuesday Donors--NPS (1).pdfCopy of Increase Retention for Giving Tuesday Donors--NPS (1).pdf
Copy of Increase Retention for Giving Tuesday Donors--NPS (1).pdfBloomerang
 
Blackbaud 29 session
Blackbaud 29 sessionBlackbaud 29 session
Blackbaud 29 sessionhjc
 
Fundraising For Non Profits William Paterson Non Profit Conference
Fundraising For Non Profits William Paterson Non Profit ConferenceFundraising For Non Profits William Paterson Non Profit Conference
Fundraising For Non Profits William Paterson Non Profit ConferenceVictoria Halfpenny
 
What's hiding behind your petition? Finding donors through advocacy
What's hiding behind your petition? Finding donors through advocacyWhat's hiding behind your petition? Finding donors through advocacy
What's hiding behind your petition? Finding donors through advocacyhjc
 
Are Your Chapters Crowdfunding? The Answer is Yes, Whether You Know It Or Not.
Are Your Chapters Crowdfunding? The Answer is Yes, Whether You Know It Or Not.Are Your Chapters Crowdfunding? The Answer is Yes, Whether You Know It Or Not.
Are Your Chapters Crowdfunding? The Answer is Yes, Whether You Know It Or Not.Billhighway
 
Principles of Fundraising Success: Unleash the Secrets to Donor Retention and...
Principles of Fundraising Success: Unleash the Secrets to Donor Retention and...Principles of Fundraising Success: Unleash the Secrets to Donor Retention and...
Principles of Fundraising Success: Unleash the Secrets to Donor Retention and...ArrevaSoftware
 
#GivingTuesday Game-Changer pt 1/2
#GivingTuesday Game-Changer pt 1/2#GivingTuesday Game-Changer pt 1/2
#GivingTuesday Game-Changer pt 1/2GuideStar
 
Nonprofits and Technology: Fundraising in the Digital Age
Nonprofits and Technology: Fundraising in the Digital AgeNonprofits and Technology: Fundraising in the Digital Age
Nonprofits and Technology: Fundraising in the Digital AgeRoss Kasper
 
Thought leadership webinars achieving exceptional fundraising performance o...
Thought leadership webinars   achieving exceptional fundraising performance o...Thought leadership webinars   achieving exceptional fundraising performance o...
Thought leadership webinars achieving exceptional fundraising performance o...ASI
 
Thought leadership webinars achieving exceptional fundraising performance o...
Thought leadership webinars   achieving exceptional fundraising performance o...Thought leadership webinars   achieving exceptional fundraising performance o...
Thought leadership webinars achieving exceptional fundraising performance o...ASI
 
How to Maximize Your Year-End Donations with Mobile
How to Maximize Your Year-End Donations with MobileHow to Maximize Your Year-End Donations with Mobile
How to Maximize Your Year-End Donations with Mobilemobilecommons
 
Optimizing multi channel fundraising with etapestry 2014
Optimizing multi channel fundraising with etapestry 2014Optimizing multi channel fundraising with etapestry 2014
Optimizing multi channel fundraising with etapestry 2014Pam Dechert
 
Synopsis Project: training - Fundraising Tools - Part 1
Synopsis Project: training - Fundraising Tools - Part 1Synopsis Project: training - Fundraising Tools - Part 1
Synopsis Project: training - Fundraising Tools - Part 1Karl Donert
 
Are your chapters crowdfunding? The answer is yes, whether you know it or not.
Are your chapters crowdfunding? The answer is yes, whether you know it or not.Are your chapters crowdfunding? The answer is yes, whether you know it or not.
Are your chapters crowdfunding? The answer is yes, whether you know it or not.Billhighway
 
Copy of Increase Retention for Giving Tuesday Donors--BA.pdf
Copy of Increase Retention for Giving Tuesday Donors--BA.pdfCopy of Increase Retention for Giving Tuesday Donors--BA.pdf
Copy of Increase Retention for Giving Tuesday Donors--BA.pdfBloomerang
 

Similar to Your Top Fundraisers Thrive with On-Demand Support – And We Have the Data to Prove It! (20)

Participant Support Webinar
Participant Support Webinar Participant Support Webinar
Participant Support Webinar
 
Converting Online Campaigners into Donors
Converting Online Campaigners into DonorsConverting Online Campaigners into Donors
Converting Online Campaigners into Donors
 
How Can You Make Your Fundraising Events Stand Out?
How Can You Make Your Fundraising Events Stand Out?How Can You Make Your Fundraising Events Stand Out?
How Can You Make Your Fundraising Events Stand Out?
 
Online fundraising
Online fundraisingOnline fundraising
Online fundraising
 
Copy of Increase Retention for Giving Tuesday Donors--NPS (1).pdf
Copy of Increase Retention for Giving Tuesday Donors--NPS (1).pdfCopy of Increase Retention for Giving Tuesday Donors--NPS (1).pdf
Copy of Increase Retention for Giving Tuesday Donors--NPS (1).pdf
 
Blackbaud 29 session
Blackbaud 29 sessionBlackbaud 29 session
Blackbaud 29 session
 
Fundraising For Non Profits William Paterson Non Profit Conference
Fundraising For Non Profits William Paterson Non Profit ConferenceFundraising For Non Profits William Paterson Non Profit Conference
Fundraising For Non Profits William Paterson Non Profit Conference
 
What's hiding behind your petition? Finding donors through advocacy
What's hiding behind your petition? Finding donors through advocacyWhat's hiding behind your petition? Finding donors through advocacy
What's hiding behind your petition? Finding donors through advocacy
 
Are Your Chapters Crowdfunding? The Answer is Yes, Whether You Know It Or Not.
Are Your Chapters Crowdfunding? The Answer is Yes, Whether You Know It Or Not.Are Your Chapters Crowdfunding? The Answer is Yes, Whether You Know It Or Not.
Are Your Chapters Crowdfunding? The Answer is Yes, Whether You Know It Or Not.
 
Principles of Fundraising Success: Unleash the Secrets to Donor Retention and...
Principles of Fundraising Success: Unleash the Secrets to Donor Retention and...Principles of Fundraising Success: Unleash the Secrets to Donor Retention and...
Principles of Fundraising Success: Unleash the Secrets to Donor Retention and...
 
#GivingTuesday Game-Changer pt 1/2
#GivingTuesday Game-Changer pt 1/2#GivingTuesday Game-Changer pt 1/2
#GivingTuesday Game-Changer pt 1/2
 
Nonprofits and Technology: Fundraising in the Digital Age
Nonprofits and Technology: Fundraising in the Digital AgeNonprofits and Technology: Fundraising in the Digital Age
Nonprofits and Technology: Fundraising in the Digital Age
 
Thought leadership webinars achieving exceptional fundraising performance o...
Thought leadership webinars   achieving exceptional fundraising performance o...Thought leadership webinars   achieving exceptional fundraising performance o...
Thought leadership webinars achieving exceptional fundraising performance o...
 
Thought leadership webinars achieving exceptional fundraising performance o...
Thought leadership webinars   achieving exceptional fundraising performance o...Thought leadership webinars   achieving exceptional fundraising performance o...
Thought leadership webinars achieving exceptional fundraising performance o...
 
How to Maximize Your Year-End Donations with Mobile
How to Maximize Your Year-End Donations with MobileHow to Maximize Your Year-End Donations with Mobile
How to Maximize Your Year-End Donations with Mobile
 
Optimizing multi channel fundraising with etapestry 2014
Optimizing multi channel fundraising with etapestry 2014Optimizing multi channel fundraising with etapestry 2014
Optimizing multi channel fundraising with etapestry 2014
 
Turning Donor Insights into Digital Dollars
Turning Donor Insights into Digital DollarsTurning Donor Insights into Digital Dollars
Turning Donor Insights into Digital Dollars
 
Synopsis Project: training - Fundraising Tools - Part 1
Synopsis Project: training - Fundraising Tools - Part 1Synopsis Project: training - Fundraising Tools - Part 1
Synopsis Project: training - Fundraising Tools - Part 1
 
Are your chapters crowdfunding? The answer is yes, whether you know it or not.
Are your chapters crowdfunding? The answer is yes, whether you know it or not.Are your chapters crowdfunding? The answer is yes, whether you know it or not.
Are your chapters crowdfunding? The answer is yes, whether you know it or not.
 
Copy of Increase Retention for Giving Tuesday Donors--BA.pdf
Copy of Increase Retention for Giving Tuesday Donors--BA.pdfCopy of Increase Retention for Giving Tuesday Donors--BA.pdf
Copy of Increase Retention for Giving Tuesday Donors--BA.pdf
 

More from Charity Dynamics

The CEO is the Only One Who Can Build Your Nonprofit Community
The CEO is the Only One Who Can Build Your Nonprofit CommunityThe CEO is the Only One Who Can Build Your Nonprofit Community
The CEO is the Only One Who Can Build Your Nonprofit CommunityCharity Dynamics
 
Empowering Engagement and Connection to Achieve Fundraising Success
Empowering Engagement and Connection to Achieve Fundraising SuccessEmpowering Engagement and Connection to Achieve Fundraising Success
Empowering Engagement and Connection to Achieve Fundraising SuccessCharity Dynamics
 
Boundless fundraising 7.0 release notes
Boundless fundraising 7.0 release notesBoundless fundraising 7.0 release notes
Boundless fundraising 7.0 release notesCharity Dynamics
 
Boundless Life: Create a Personalized Space Where Your Mission Comes to Life
Boundless Life: Create a Personalized Space Where Your Mission Comes to LifeBoundless Life: Create a Personalized Space Where Your Mission Comes to Life
Boundless Life: Create a Personalized Space Where Your Mission Comes to LifeCharity Dynamics
 
Making Corporate Connections: Attracting Sponsors and Driving Value in a Virt...
Making Corporate Connections: Attracting Sponsors and Driving Value in a Virt...Making Corporate Connections: Attracting Sponsors and Driving Value in a Virt...
Making Corporate Connections: Attracting Sponsors and Driving Value in a Virt...Charity Dynamics
 
2021 Boundless Fundraising Benchmark Report Review
2021 Boundless Fundraising Benchmark Report Review2021 Boundless Fundraising Benchmark Report Review
2021 Boundless Fundraising Benchmark Report ReviewCharity Dynamics
 
Boundless Solutions Product Roadmap 2021
Boundless Solutions Product Roadmap 2021Boundless Solutions Product Roadmap 2021
Boundless Solutions Product Roadmap 2021Charity Dynamics
 
How to Plan for End-of-Year Fundraising Success in a Pandemic
How to Plan for End-of-Year Fundraising Success in a PandemicHow to Plan for End-of-Year Fundraising Success in a Pandemic
How to Plan for End-of-Year Fundraising Success in a PandemicCharity Dynamics
 
How National Kidney Foundation Is Using Activity Tracking to Rebrand Its Nati...
How National Kidney Foundation Is Using Activity Tracking to Rebrand Its Nati...How National Kidney Foundation Is Using Activity Tracking to Rebrand Its Nati...
How National Kidney Foundation Is Using Activity Tracking to Rebrand Its Nati...Charity Dynamics
 
From Physical to Virtual: How to Create Fundraising Success In A Virtual World
From Physical to Virtual: How to Create Fundraising Success In A Virtual WorldFrom Physical to Virtual: How to Create Fundraising Success In A Virtual World
From Physical to Virtual: How to Create Fundraising Success In A Virtual WorldCharity Dynamics
 
Healthcare Fundraising Roundtable 06.03.20
Healthcare Fundraising Roundtable 06.03.20Healthcare Fundraising Roundtable 06.03.20
Healthcare Fundraising Roundtable 06.03.20Charity Dynamics
 
Re-Imagining Your Event Virtually
Re-Imagining Your Event VirtuallyRe-Imagining Your Event Virtually
Re-Imagining Your Event VirtuallyCharity Dynamics
 
Offer the Sizzle and the Steak, But Make It All About Them: Making ‘Virtual’ ...
Offer the Sizzle and the Steak, But Make It All About Them: Making ‘Virtual’ ...Offer the Sizzle and the Steak, But Make It All About Them: Making ‘Virtual’ ...
Offer the Sizzle and the Steak, But Make It All About Them: Making ‘Virtual’ ...Charity Dynamics
 
Virus Resistant Fundraising Tactics: Donor Advised Funds, Monthly Giving and ...
Virus Resistant Fundraising Tactics: Donor Advised Funds, Monthly Giving and ...Virus Resistant Fundraising Tactics: Donor Advised Funds, Monthly Giving and ...
Virus Resistant Fundraising Tactics: Donor Advised Funds, Monthly Giving and ...Charity Dynamics
 
Love in the Time of COVID-19
Love in the Time of COVID-19Love in the Time of COVID-19
Love in the Time of COVID-19Charity Dynamics
 
Facebook Fundraising Tools You Can Use to Help Combat COVID-19
Facebook Fundraising Tools You Can Use to Help Combat COVID-19Facebook Fundraising Tools You Can Use to Help Combat COVID-19
Facebook Fundraising Tools You Can Use to Help Combat COVID-19Charity Dynamics
 
Fine-Tune your Paid Media and Email Acquisition Strategy
Fine-Tune your Paid Media and Email Acquisition StrategyFine-Tune your Paid Media and Email Acquisition Strategy
Fine-Tune your Paid Media and Email Acquisition StrategyCharity Dynamics
 
Clever vs Creative: Which Takes the Fundraising Cake?
Clever vs Creative: Which Takes the Fundraising Cake?Clever vs Creative: Which Takes the Fundraising Cake?
Clever vs Creative: Which Takes the Fundraising Cake?Charity Dynamics
 
Boundless Fundraising mobile 5.0 Upgrade
Boundless Fundraising mobile 5.0 UpgradeBoundless Fundraising mobile 5.0 Upgrade
Boundless Fundraising mobile 5.0 UpgradeCharity Dynamics
 

More from Charity Dynamics (20)

The CEO is the Only One Who Can Build Your Nonprofit Community
The CEO is the Only One Who Can Build Your Nonprofit CommunityThe CEO is the Only One Who Can Build Your Nonprofit Community
The CEO is the Only One Who Can Build Your Nonprofit Community
 
Empowering Engagement and Connection to Achieve Fundraising Success
Empowering Engagement and Connection to Achieve Fundraising SuccessEmpowering Engagement and Connection to Achieve Fundraising Success
Empowering Engagement and Connection to Achieve Fundraising Success
 
Boundless fundraising 7.0 release notes
Boundless fundraising 7.0 release notesBoundless fundraising 7.0 release notes
Boundless fundraising 7.0 release notes
 
Boundless Life: Create a Personalized Space Where Your Mission Comes to Life
Boundless Life: Create a Personalized Space Where Your Mission Comes to LifeBoundless Life: Create a Personalized Space Where Your Mission Comes to Life
Boundless Life: Create a Personalized Space Where Your Mission Comes to Life
 
Making Corporate Connections: Attracting Sponsors and Driving Value in a Virt...
Making Corporate Connections: Attracting Sponsors and Driving Value in a Virt...Making Corporate Connections: Attracting Sponsors and Driving Value in a Virt...
Making Corporate Connections: Attracting Sponsors and Driving Value in a Virt...
 
2021 Boundless Fundraising Benchmark Report Review
2021 Boundless Fundraising Benchmark Report Review2021 Boundless Fundraising Benchmark Report Review
2021 Boundless Fundraising Benchmark Report Review
 
Boundless Solutions Product Roadmap 2021
Boundless Solutions Product Roadmap 2021Boundless Solutions Product Roadmap 2021
Boundless Solutions Product Roadmap 2021
 
Who's Your Data?
Who's Your Data? Who's Your Data?
Who's Your Data?
 
How to Plan for End-of-Year Fundraising Success in a Pandemic
How to Plan for End-of-Year Fundraising Success in a PandemicHow to Plan for End-of-Year Fundraising Success in a Pandemic
How to Plan for End-of-Year Fundraising Success in a Pandemic
 
How National Kidney Foundation Is Using Activity Tracking to Rebrand Its Nati...
How National Kidney Foundation Is Using Activity Tracking to Rebrand Its Nati...How National Kidney Foundation Is Using Activity Tracking to Rebrand Its Nati...
How National Kidney Foundation Is Using Activity Tracking to Rebrand Its Nati...
 
From Physical to Virtual: How to Create Fundraising Success In A Virtual World
From Physical to Virtual: How to Create Fundraising Success In A Virtual WorldFrom Physical to Virtual: How to Create Fundraising Success In A Virtual World
From Physical to Virtual: How to Create Fundraising Success In A Virtual World
 
Healthcare Fundraising Roundtable 06.03.20
Healthcare Fundraising Roundtable 06.03.20Healthcare Fundraising Roundtable 06.03.20
Healthcare Fundraising Roundtable 06.03.20
 
Re-Imagining Your Event Virtually
Re-Imagining Your Event VirtuallyRe-Imagining Your Event Virtually
Re-Imagining Your Event Virtually
 
Offer the Sizzle and the Steak, But Make It All About Them: Making ‘Virtual’ ...
Offer the Sizzle and the Steak, But Make It All About Them: Making ‘Virtual’ ...Offer the Sizzle and the Steak, But Make It All About Them: Making ‘Virtual’ ...
Offer the Sizzle and the Steak, But Make It All About Them: Making ‘Virtual’ ...
 
Virus Resistant Fundraising Tactics: Donor Advised Funds, Monthly Giving and ...
Virus Resistant Fundraising Tactics: Donor Advised Funds, Monthly Giving and ...Virus Resistant Fundraising Tactics: Donor Advised Funds, Monthly Giving and ...
Virus Resistant Fundraising Tactics: Donor Advised Funds, Monthly Giving and ...
 
Love in the Time of COVID-19
Love in the Time of COVID-19Love in the Time of COVID-19
Love in the Time of COVID-19
 
Facebook Fundraising Tools You Can Use to Help Combat COVID-19
Facebook Fundraising Tools You Can Use to Help Combat COVID-19Facebook Fundraising Tools You Can Use to Help Combat COVID-19
Facebook Fundraising Tools You Can Use to Help Combat COVID-19
 
Fine-Tune your Paid Media and Email Acquisition Strategy
Fine-Tune your Paid Media and Email Acquisition StrategyFine-Tune your Paid Media and Email Acquisition Strategy
Fine-Tune your Paid Media and Email Acquisition Strategy
 
Clever vs Creative: Which Takes the Fundraising Cake?
Clever vs Creative: Which Takes the Fundraising Cake?Clever vs Creative: Which Takes the Fundraising Cake?
Clever vs Creative: Which Takes the Fundraising Cake?
 
Boundless Fundraising mobile 5.0 Upgrade
Boundless Fundraising mobile 5.0 UpgradeBoundless Fundraising mobile 5.0 Upgrade
Boundless Fundraising mobile 5.0 Upgrade
 

Recently uploaded

Accelerating Enterprise Software Engineering with Platformless
Accelerating Enterprise Software Engineering with PlatformlessAccelerating Enterprise Software Engineering with Platformless
Accelerating Enterprise Software Engineering with PlatformlessWSO2
 
React JS; all concepts. Contains React Features, JSX, functional & Class comp...
React JS; all concepts. Contains React Features, JSX, functional & Class comp...React JS; all concepts. Contains React Features, JSX, functional & Class comp...
React JS; all concepts. Contains React Features, JSX, functional & Class comp...Karmanjay Verma
 
QMMS Lesson 2 - Using MS Excel Formula.pdf
QMMS Lesson 2 - Using MS Excel Formula.pdfQMMS Lesson 2 - Using MS Excel Formula.pdf
QMMS Lesson 2 - Using MS Excel Formula.pdfROWELL MARQUINA
 
Top 10 Hubspot Development Companies in 2024
Top 10 Hubspot Development Companies in 2024Top 10 Hubspot Development Companies in 2024
Top 10 Hubspot Development Companies in 2024TopCSSGallery
 
Landscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdfLandscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdfAarwolf Industries LLC
 
React Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App FrameworkReact Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App FrameworkPixlogix Infotech
 
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesMuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesManik S Magar
 
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Mark Goldstein
 
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...JET Technology Labs White Paper for Virtualized Security and Encryption Techn...
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...amber724300
 
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfSo einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfpanagenda
 
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...Wes McKinney
 
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)Mark Simos
 
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxGenerative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxfnnc6jmgwh
 
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...Nikki Chapple
 
Glenn Lazarus- Why Your Observability Strategy Needs Security Observability
Glenn Lazarus- Why Your Observability Strategy Needs Security ObservabilityGlenn Lazarus- Why Your Observability Strategy Needs Security Observability
Glenn Lazarus- Why Your Observability Strategy Needs Security Observabilityitnewsafrica
 
Why device, WIFI, and ISP insights are crucial to supporting remote Microsoft...
Why device, WIFI, and ISP insights are crucial to supporting remote Microsoft...Why device, WIFI, and ISP insights are crucial to supporting remote Microsoft...
Why device, WIFI, and ISP insights are crucial to supporting remote Microsoft...panagenda
 
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...Jeffrey Haguewood
 
Design pattern talk by Kaya Weers - 2024 (v2)
Design pattern talk by Kaya Weers - 2024 (v2)Design pattern talk by Kaya Weers - 2024 (v2)
Design pattern talk by Kaya Weers - 2024 (v2)Kaya Weers
 
Assure Ecommerce and Retail Operations Uptime with ThousandEyes
Assure Ecommerce and Retail Operations Uptime with ThousandEyesAssure Ecommerce and Retail Operations Uptime with ThousandEyes
Assure Ecommerce and Retail Operations Uptime with ThousandEyesThousandEyes
 
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better StrongerModern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better Strongerpanagenda
 

Recently uploaded (20)

Accelerating Enterprise Software Engineering with Platformless
Accelerating Enterprise Software Engineering with PlatformlessAccelerating Enterprise Software Engineering with Platformless
Accelerating Enterprise Software Engineering with Platformless
 
React JS; all concepts. Contains React Features, JSX, functional & Class comp...
React JS; all concepts. Contains React Features, JSX, functional & Class comp...React JS; all concepts. Contains React Features, JSX, functional & Class comp...
React JS; all concepts. Contains React Features, JSX, functional & Class comp...
 
QMMS Lesson 2 - Using MS Excel Formula.pdf
QMMS Lesson 2 - Using MS Excel Formula.pdfQMMS Lesson 2 - Using MS Excel Formula.pdf
QMMS Lesson 2 - Using MS Excel Formula.pdf
 
Top 10 Hubspot Development Companies in 2024
Top 10 Hubspot Development Companies in 2024Top 10 Hubspot Development Companies in 2024
Top 10 Hubspot Development Companies in 2024
 
Landscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdfLandscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdf
 
React Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App FrameworkReact Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App Framework
 
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesMuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
 
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
 
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...JET Technology Labs White Paper for Virtualized Security and Encryption Techn...
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...
 
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfSo einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
 
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
 
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
 
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxGenerative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
 
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...
 
Glenn Lazarus- Why Your Observability Strategy Needs Security Observability
Glenn Lazarus- Why Your Observability Strategy Needs Security ObservabilityGlenn Lazarus- Why Your Observability Strategy Needs Security Observability
Glenn Lazarus- Why Your Observability Strategy Needs Security Observability
 
Why device, WIFI, and ISP insights are crucial to supporting remote Microsoft...
Why device, WIFI, and ISP insights are crucial to supporting remote Microsoft...Why device, WIFI, and ISP insights are crucial to supporting remote Microsoft...
Why device, WIFI, and ISP insights are crucial to supporting remote Microsoft...
 
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
 
Design pattern talk by Kaya Weers - 2024 (v2)
Design pattern talk by Kaya Weers - 2024 (v2)Design pattern talk by Kaya Weers - 2024 (v2)
Design pattern talk by Kaya Weers - 2024 (v2)
 
Assure Ecommerce and Retail Operations Uptime with ThousandEyes
Assure Ecommerce and Retail Operations Uptime with ThousandEyesAssure Ecommerce and Retail Operations Uptime with ThousandEyes
Assure Ecommerce and Retail Operations Uptime with ThousandEyes
 
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better StrongerModern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
 

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

  • 2. Your Charity Dynamics Hosts! 2 Sue Dalos Principal Consultant Aleena Antonino Customer Support Manager
  • 3. A Support Case Study 3
  • 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 Only 4% of dissatisfied customers bother to raise the issue
  • 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
  • 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. Support Users 10 • 3 in 100 participants contacted support.
  • 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. 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. 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. Donor Support Statistics 14 • 1 in 100 donors contacted support. • 3% of donations placed.
  • 15. We found that donors that contacted support donated 98% more. Contacted SupportDid Not Contact Support $88 $175
  • 16. 4 paths to providing better support
  • 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.
  • 19. 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
  • 21. 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
  • 22. THANK ©2019 Charity Dynamics – Confidential & Proprietary YOU