Beyond the Basics – Customer Support

In our Beyond the Basics blog series, we’ve covered unique functionality that sets YourCause apart. From Disaster Relief, Engagement Elements, Volunteering, Segmentation, and Peer-to-Peer Fundraising, we’ve talked a lot about the tools our customers can use to level-up their CSR programs.

Today’s topic will dive into our Customer Support model and the robust set of support tools and teams who keep CSR programs running smoothly.

Supporting all of your stakeholders:

Partnering with YourCause goes beyond purchasing software. Our customer experience engine maximizes the value of your investment in employee engagement and corporate giving programs. We ensure that company admins, employee users, and charities feel appreciated and supported in the YourCause ecosystem. Download our datasheet to learn more about how our customer success engine provides support and services to all stakeholders involved.

CSR Technology That Supports All Stakeholders

Client Admins: We provide our client admins with wraparound support, powerful administrative functionality, and endless opportunities to connect, learn, and engage.

• Wraparound support: Our teams, from Customer Success Managers to technical admin support, are here to help you maximize your YourCause solutions. We provide tailored consultation and recommendations for customers of all sizes to achieve their goals. Additionally, our Success Services team can handle manual and routine tasks, giving you more time to focus on driving impact and engagement
• Powerful administrative functionality: We put you in the driver’s seat and let you take control. We’re continuously innovating with the admin experience in mind, giving you the ability to make platform changes independently and complete administrative tasks like incentive approvals and charitable funding as quickly and easily as possible.
• Connect, learn, engage: Private client community, roadshow events across the US and UK for learning and networking, monthly client admin workshops, bi-annual product update briefings, robust product help centers and digital learning courses.

Employees: Our clients can rely on us to help ease the administrative task load of managing employee questions about YourCause CSRconnect solution and about their unique program guidelines. Our Customer Advocacy Team is a complimentary service that not all of our competitors offer, which includes the ability for your employee users to get in touch with us via live chat, phone, and email.

Additionally, we provide end-users with self-service information on their charitable giving, including the ability for them to see the status of their donation, their donation history, and clear information about any fees incurred during the donation process (and if you elect to cover all transaction fees, we make sure they clearly see that too!).

Charities: At the end of the day, we’re all working to make a difference. We make sure that those who benefit from the generosity of our clients and their employees have a great support experience too. We provide your nonprofit partners with support via live chat and email, answering questions about our NPOconnect® portal and disbursements. NPOconnect is a free portal for nonprofits where they can not only manage their Charity Profile, but they can also sign up for electronic payments, access donor details, create volunteer events, and more.

Support Spotlight

We got in touch with a few of our support superstars:

Mai’ila Dorch: Mai’ila, affectionally known as Mimi to her peers, has been with YourCause for over six years and works on our Success Services team.

Linda Chang: Linda has been with YourCause for 10 years, starting as a support agent on the Customer Advocacy team and going on to manage that team. She’s since moved onto our Client Admin team, helping client admins with technical platform questions.

Liz Rush-Smyth: Liz has been with YourCause for 3 years as a Customer Success Manager, bringing with her rich experience from her days in nonprofit development and broadcasting.

What does your day look like, and who do you support?

• Mai’ila: My day mainly consists of reviewing matching gift programs for several clients who each have their own unique set of matching gift guidelines. I also help manage large grant programs, upload donations and pledge imports for several clients, and a wide variety of other client projects that may come along.
• Linda: Every day is different but that’s what makes it exciting! I support our client admins on technical issues within the site. This can be anything from vetting bugs, investigating donation questions, or user access questions.
• Liz: I serve our wonderful YourCause clients on a daily basis – my routine tends to include recurring client calls where we discuss strategic direction of CSR programs, as well as small, tactical problem-solving topics. I am a huge fan of internal town halls and office hours and try to attend these religiously so as to stay in-the-know on product updates and learn from the experience my teammates have in supporting their clients.

What is your favorite part of the job?

• Mai’ila: My team is my favorite part. I couldn’t have asked for a better manager or teammate. The way we can all come together to help each other where needed and bounce ideas off one another is great.
• Linda: I am passionate about helping others. This position allows me to make a bigger impact when resolving issues. Not only am I able to help client admins but also assist my colleagues in other teams as well.
• Liz: My favorite part of the job is the freedom to manage my book of business with autonomy.  Our leadership has built a culture of trust, and with that, we are able to customize our schedules and systems to meet personal and client needs.

What’s your favorite feature from YourCause solutions that help fuel efficiency for our clients?

• Mai’ila: My favorite feature within CSRconnect is our matching gift functionality. We give our clients a lot of flexibility in designing a matching gift program that meets their unique needs, including the ability to offer different match caps for different types of users and the ability to run multiple match programs at the same time.
• Linda: My favorite feature in CSRconnect is our Stranded Funds Automation feature. We give the donors full ownership and oversight of their donations before they become stale. Donors are able to take action within the site for their upcoming stale donations without needing to contact support.
• Liz: GrantsConnect workflows and process management! As a former fundraiser, the tracking and organizational capabilities in GrantsConnect are transformative (shout out to the Product and Design teams)!  Our system configuration allows for flexibility, and with that, data can be pulled to help tell each client’s unique story of impact and progress.  Bonus: the rollout of Impact Edge is going to take this to the next level!