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.

1. 1
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

8. Register
Spread the
word
Personalize
fundraising page
Access
fundraising tools
Self donate

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.

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

20. Questions?

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
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