As a non-profit organization, you rely on volunteers and donations to support your cause. As such, delivering amazing customer service is just as imperative to ensure that you continue to receive the support your charity depends on. In fact, statistics show that 78% of those who contribute to a charity often will contribute to more than one charity, and 47% of those individuals give more of their time or money to the organization they feel most connected to. It’s your duty to ensure that your customers, partners and ambassadors feel that strong connection to your cause. If you’re a small business or non-profit organization, here are three ways to start delivering an amazing customer service experience:
1) Make it Easy to Connect
If you’re not building a good relationship with the people that make your mission possible, it can be difficult to maintain that relationship over the long-term. Making it easy to connect to these people through various platforms, whether they’re people that have previously been involved with your cause or those who are contemplating getting involved, is imperative. Desk.com makes it easy for the public to connect with you, and it makes it easy for your organization to connect with them.
2) Respond, Respond, Respond
Responding to customer service questions in a timely manner is critical. Customers often reach out to non-profit organizations with volunteering questions or hoping to receive confirmation about whether a donation transaction went through—and some don’t even receive a response. Ever. Responding quickly with the right answer is key, in addition to infusing your brand in your response. Desk.com offers the tools to make customer service agents feel empowered, and gives them the interface they need to appropriately handle, escalate and resolve your customer service questions across all support channels.
3) Make it an Amazing Customer Service Experience
Above all, every interaction with a customer is an opportunity to create an amazing customer service experience that they’ll never forget. After all, every positive and unique experience creates a stronger connection with your campaign or mission.
A great example of a non-profit organization that provides amazing customer service is Movember, an annual event involving the growing of mustaches during the month of November to raise awareness of men’s health issues. We talked with Jason Hincks of Movember who shared how their marketing campaign went viral and some best practices to help you compete and gain ground on organizations many times your size.