When you think of customer service a few years ago, you’re probably reminded of the long hours you’ve spent waiting on the phone on hold, while desperately trying to get your product exchanged or just get your money back. Writing long emails did no good and sometimes the whole process turned out to be so exhausting that maybe you even ended up giving up — this faulty product was now yours forever.
Things have changed drastically in recent times. While there might be times when it still takes multiple phone calls to get your query addressed, several companies have strengthened their customer support teams with the aim of giving their customers or users nothing short of a great experience. Take Swiggy or Myntra for example. Raising a complaint or getting your products replaced/refunded has never been easier.
Another sector that amped up their support team is the crowdfunding space. To increase transparency and build trust with their donors, crowdfunding platforms are making themselves more accessible through social media, messages and even phone calls.
“The connection between a customer and an organization has increased thanks to technology, which in turn increases trust among the customers. With the evolution of various channels of communication, the customer or donor can now make an informed decision. Social media has only added to this by helping build awareness, and making organizations more accessible by acting as a bridge. At Donatekart, we work towards maintaining this relationship and making it stronger every single day,” says Ankita Chakrabarty, Customer Relationship Manager at Donatekart
Building a strong customer/donor support team can either make or break your business. Donors need to know that their money is in safe hands and is being used for the right purpose. Hence, being available and resolving issues quickly forms an integral part of the team’s functions.
Here are a few ways Donatekart gives a positive donor experience in crowdfunding:
1. A team that knows all the ins-outs of the platform:
2. Accessible through different modes of communication such as Whatsapp, email, and phone calls.
3. Accessible on social media platforms
4. Sending detailed updates regarding the donors’ donations and utilization of the funds
5. Rewards programs
6. Easy and simple communication style
Being in a customer-facing role is no longer boring and monotonous. It involves constant evolution on behalf of the company and most of all, being open to donor feedback.
But what makes donor support such an integral part of crowdfunding, you ask?
“Donor support teams act as the mouthpiece of an organization. They not only provide timely information regarding their donations, but also help the donor understand how their contributions have been utilized. This is at the core of building trust with the donor — giving the right information quickly and recognizing that the donor’s time is valuable. Without this, there can be no long-term donor-organization relationship,” adds Ankita.
While it’s no easy job, people in customer-facing teams find it more rewarding now than before. Direct feedback and testimonials prove to be a reflection of how the company is received and where it’s headed.
At Donatekart, we’re constantly striving to curate the most relevant and engaging content just for you. If you loved reading this, then be a part of the content revolution will grab your attention too.
Written by Charita Cariappa, Senior Manager — Content, Donatekart
