Innovation can be a truly marvelous thing. Over the past 25 years, advances in computer hardware and software have turned mobile phones into pocket-sized electronic communication hubs through which we can access information, music, videos, and entertainment on a scale yesterday’s science-fiction writers couldn’t even imagine.
Likewise, our flat-screen “smart” TVs give us on-demand access to more films and TV series than any human could watch over a dozen lifetimes. Even our cars, watches, and toasters have become “smart” as well, part of the rapidly expanding Internet of Things (IOT). And nowadays, robots build houses as well as perform delicate surgeries. People can “print” everything from toys and jewelry in their garages.
But technology, no matter how miraculous, is of little use if you don’t know how to operate it. And, let’s be honest, when it comes to 21st century tech, a lot of people are like four-year-olds just learning to ride a bicycle. We need someone more experienced to hold our hand, give us guidance and encouragement, and to be there when well take our first inevitable spills.
For all these reasons and more, when investing in a business software application, customer service is critical.
In a 2019 survey of 4,500 businesses worldwide conducted by the customer-support specialist Zendesk, 84 percent of respondents said that “good customer service” was important when making a purchase decision, outranking both convenience (81 percent) and reputation (79 percent). “Most of all, customers value fast replies and agents with the know-how to tackle their issue,” according to the Zendesk report.
Similarly, in a recent business survey conducted by Microsoft polling 5,000 individuals across the United States, Brazil, Germany, Japan, and the United Kingdom, 94 percent of respondents said customer service is important when building brand loyalty. In fact, sixty-one percent report changing companies over the past year due to poor performance in this category. “Customer service organizations are often the face of a brand and play a critical role in shaping the overall customer experience. But to have a positive impact, service organizations first need a clear understanding of customer behavior, preferences, and expectations. That knowledge, combined with the right technology and a willingness to reimagine the way they provide service, can empower them to offer the kinds of experiences that transform customers into brand ambassadors,” the report notes.
As for how customers prefer to receive service, most consumers say they prefer the tried-and-true: real live people.
In a recent survey done by TCN, Inc., global provider of cloud-based call center platforms, nearly seven in 10 respondents said talking to an actual agent by phone is one of their top three preferred communication methods. Just over half chose email, when only four in 10 chose an online chat with a live agent. The preference for talking to a live agent over the phone was mirrored in a 2019 Contact Center Satisfaction survey conducted by CFI Group. In its poll, 76 percent of respondents said they preferred to use the telephone when speaking to a customer service agent as opposed to either text or email.
The creators of DonorSearch understand mastering advanced computer software—even software designed to be as user-friendly as DonorSearch—can be difficult, especially for groups like educational institutions, charities, and NGOs not rooted in the technical fields. Accordingly, our company puts helpful customer service—using live agents—front and center. This commitment is what has enabled our organization to build a legion of devoted fans.
DonorSearch and The Children’s Hospital of Pittsburgh Foundation
The Children’s Hospital of Pittsburgh Foundation is one. The fundraising arm of UPMC Children’s Hospital of Pittsburgh, Pennsylvania, it employs campaigns, special events, and grants to support the hospital’s mission of improving the health and well-being of children, teens, and young adults via excellence in patient care, teaching, research, and advocacy. Relying on generous donations large and small from individuals, corporations, foundations, and community partners requires exceptional outreach capabilities. This is where DonorSearch shines.
“At the time we brought DonorSearch on board there were three of us. And the other two prospect researchers really loved the product,” said April Witkowski, Senior Director of Development Services. “You felt they were partnering with you. And I really enjoyed that experience. I loved the fact that DonorSearch was willing to let you test. We gave them a pretty big sample and they sent it back to us. They walked through it with us. We could ask questions.”
In an era in which customer service has slipped or vanished altogether, Children’s Hospital of Pittsburgh Foundation can happily attest to the level of care and support our team provides. “I think the customer service at DonorSearch is probably the best I’ve had with a vendor. If I reach out to DonorSearch, I hear from somebody usually within 15 minutes… They’re so helpful and so customer-service oriented… I absolutely would recommend DonorSearch to others. I’m really glad that others recommended it to me.”
If strong customer service is important to your organization, please contact DonorSearch today to learn what our company can do for you.