GiveForward

Customer Success Story

With Desk.com we are always there for our customers.

Erica Alhorn , Director of User Relations and Fundraising Coach
Industry: Services

An impact that can't be measured

When you are dealing with people that need help, every interaction is important. GiveForward, an online fundraising platform has enabled thousands of people to raise millions of dollars online for general medical expenses, cancer treatment, transplants, funeral costs, and disaster relief knows that better than anyone. The company’s customer service agents – called fundraising coaches – use Desk.com to provide a level of service that’s beyond measure.

Meaningful conversations with customers

GiveForward started using Desk.com when their support inbox couldn’t scale along with a growing support team. With thousands of people building fundraising sites each month, it was a challenge not only to answer every inquiry but to also give customers advice that would improve their fundraising efforts.

One employee deployed Desk.com with no IT resources, and created a self-service help center to let customers find answers any time day or night. Fundraising coaches label every email so they can quickly see why customers are having problems, and use feedback from the help center to continuously improve answers.

Helping customers raise more money, faster

Unlike many other companies. GiveForward doesn’t measure its support team on how quickly they close cases or how many calls they can field in a day. “For us, talking to customers isn’t just about answering their questions. It’s also an opportunity to offer advice to make their fundraising more effective,” explains Erica Ahorn, Director of User Relations and Fundraising Coach. “Desk.com helps us respond perfectly.”

GiveForward has the accolades to prove it. The company boasts a Net Promoter Scale of 82, which Ahorn says is “unheard of in our industry.”

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