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At Bonterra, belief in our customers and their work is what drives us. This means going above and beyond for our fundraising partners to make sure they feel supported and are set up for success.
Through every step of your nonprofit organization’s journey with Bonterra Donor Engagement’s Giving Days solution (formerly GiveGab), our team is here to support you. We take a non-traditional approach to customer service to give you the best support. In fact, at Bonterra we don’t even call it customer service—we call it customer success.
What is customer success?
To the Giving Days team, customer success means having dedicated, responsive, and knowledgeable team members engaging in an open and welcoming dialogue with everyone using our platform to support them in their fundraising endeavors.
Our most popular channel of communication is our chat function. You can use the chat function to access an automated help center and educational database, providing unparalleled support to anyone fundraising or donating through the Giving Days platform. Made possible through our exclusive integration with Intercom, Giving Days is powered by our passionate team of customer success champions. Get help from real people who will stick with you to answer questions, troubleshoot issues, and offer best practices.
While our success team is available to provide direct responses to your questions during normal business hours—Monday through Friday from 9 AM to 5 PM EST—you can utilize the chat 24/7 to find answers through our automated educational database.
The people behind the Giving Days customer success team
We have a relatively small but attentive team who provides highly personalized and collaborative support. When you use the Bonterra Giving Days platform, you become our partner, and that’s exactly how you will be treated by our customer success team.
Every member of our customer success team takes pride in their work and loves what they do. Hear directly from one of our team members to find out why:
“Working in the Giving Days chat allows me to connect directly with nonprofit admins, fundraisers, and donors. We work together to troubleshoot problems, and I’m constantly able to collect feedback to help make our platform a better place for all its users. Connecting through chat allows me to see the difference our company is making in real-time!” – Noelle, customer success manager
How to connect with the customer success team
Make the most of this valuable resource by reaching out and asking any questions to our customer success team members. You can connect with them in four different ways:
1. Write into the chat
Simply scroll to the bottom right-hand corner of your screen and click on the chat icon. This will open a chat screen and start a conversation with one of our in-house customer success champions. The chat bubble will follow you around the Giving Days platform as you navigate to different pages, allowing you to ask questions as soon as they come up.
2. Visit our support center
If you don’t feel like chatting just yet, check out our support center. There, you can find articles that answer almost any question you could think of about the Giving Days platform. Our team has created an extensive library of step-by-step articles and videos to walk you through the product and showcase best practices.
3. Subscribe to our blog
On the Bonterra blog, you’ll find a variety of helpful articles and tips on topics ranging from the latest product updates to fundraising trends, and everything in between. Our customer success team directly contributes to the blog with tips and suggestions on how to run successful Giving Days campaigns. Sign up for our weekly newsletter and stay up to date with our newest posts.
4. Tune in to our podcast
Giving and Gabbing is the official Giving Days podcast, where we interview fundraising professionals from across the nonprofit, civic, and education sectors. Our library of interviews will continue to grow as a part of our commitment to providing helpful content to our partners.
Check out this episode of Giving and Gabbing, Experiencing Exceptional Fundraising Support Through Chat, for an in-depth look at the direct impact that the live chat has on our Giving Day partners and their participants.
The Giving Days customer success team is here to support you
The Giving Days customer success team’s purpose is to make it incredibly easy for fundraising professionals to be great at their jobs, and that is exactly what they strive to do every day. By reaching out to our team via the chat, we’ll help ensure your next fundraising initiative is set for success.