Here are five ways to look at your program and how it’s impacting your church:
eGiving Report Card
|Participation: If you’ve had an eGiving program for more than 3 years, nearly 50% of your donating households should be using it. If not, your church members may not know about your program, or they may find it difficult to use.|
|Growth: Whether you’ve had a program for a day or a year, there should always be annual stewardship marketing component that encourages program growth. Existing givers can be asked to increase their gifts. Current donors who don’t use eGiving should be invited to join your eGiving program. And new church members should be offered eGiving as the preferred giving option.|
|Consistency: What if your church was closed for a week due to a weather incident – would you be worried about finances? With a successful eGiving program in place, you shouldn’t be. A strong program will protect you from ups-and-downs throughout the year, and assure your church with consistent cash flow for operating needs. If you don’t have that predictability, your eGiving program isn’t working!|
|Reporting: Does your program give you access to monthly data that can help your office project future donations, and better budget for your ministries and services? If your provider doesn’t keep you updated, there’s no way you can be sure that eGiving is reaching its potential for your church.|
|Partnership: If your provider is just another vendor you use, you don’t have a solid foundation for eGiving. In a successful program, your provider should be a partner that is invested in the financial wellbeing of your church – one that handles ALL aspects of eGiving for you, taking the workload off you and your church staff and giving you more time to focus on ministries. This includes stewardship promotion, credit card decline oversight and customer service.|
Remember to never let your eGiving program go on “autopilot.” By always analyzing the performance of your program AND your provider, you can make sure that eGivingis strengthening your offertory, bringing your church consistent cash flow, and making life easier for you and your staff.
Security – it’s one of the most important considerations for your eGiving program.
Since many eGiving providers place security responsibilities directly on churches, it’s essential for you to understand your church’s potential liabilities and vulnerabilities – especially since your provider likely requires you to handle and store your church members’ most sensitive personal and financial information for the administration of your eGiving program.
Here are six security questions you should be asking about your church’s eGiving program:
6 Security Questions for your eGiving Program
|Is your church listed as “Merchant of Record” by your eGiving program? This is an important designation – you should check with your current provider to determine your status. If your provider lists your church as the Merchant of Record, in the event of a security breach that exposes your members’ bank or credit card information you will be required to take a number of costly, time-consuming actions, from notifying those affected, replacing their cards, and offering restitution, to reporting the incident to credit card companies and paying any related fines.|
|Is your church PCI DSS compliant? If your church is processing credit card transactions, you are required to be PCI compliant. Is your church burdened with the requirement of completing and filing your own annual assessment or does your provider manage the process?|
|Are you strictly limiting who can handle sensitive data? Credit card or bank account numbers shouldn’t be handled by anyone who is not properly trained and directly involved with administering your eGiving program.|
|Are you restricting physical access to your members’ personal information? Electronic data should be kept on a secure server in encrypted files accessible only to authorized users. Printed forms must be kept under lock-and-key in a secure area – and should be destroyed once no longer needed.|
|Are you prepared for a worst-case scenario? If a security incident arises with your eGiving program – if data is accessed by an unauthorized user, for example, or if your network is compromised – you need to have a rapid response plan in place so you can immediately alert your members to the problem.|
|Does your church practice the basics of safe computing? Maintaining computers that have strong passwords, current antivirus, malware blocking software and all software security patches in place is a good first step. Security professionals also recommend that you dedicate one computer in your office accessing banking and other financial websites.|
If you answered NO to any of these questions – or if you’re not sure how your current provider handles security matters, and how vulnerable your church may be if there’s a security crisis – now is the time to determine what you can do to increase security, and what if anything your eGiving provider will do to decrease liabilities for your church.
Waiting until a problem arises can be costly to your church, your ministries and your members.
Are you deciding on the best eGiving program for your church, or reviewing your current provider to make sure it’s still the best fit?
Faith Direct wants to help you make the most informed decision possible.
Below you will find our 2016 eGiving Program Checklist. This easy-to-download PDF covers every aspect of your eGiving needs from Program Administration, Communication and Customer Service to Administrative Services and Security.
|eGiving Program Considerations|
This 2016 eGiving Program Checklist covers a lot of ground, because there’s plenty to think about as you make this important decision for your church. Faith Direct wants you to make the best choice for your church’s eGiving program. We hope this Checklist helps!
Is your eGiving provider properly managing credit card declines and expirations?
Credit cards are an essential part of eGiving – it’s an option that people appreciate, and those who give via credit card have higher average gifts. But our research shows that many churches do not have a plan to manage this critical source of income.
Here’s some reliable Faith Direct data to show you what a big financial loss this can be:
About 2.5% of credit card donations made through Faith Direct will be declined in any given transaction period. Church members give on average $31 for weekly offertory. So if a church with 250 credit card eGivers is averaging a loss of 2.5% because of credit card declines, they could be missing at least $10,000 a year in gifts that would otherwise be received.
|Declines can happen for a variety of reasons – from outdated information or an expired card to insufficient funds in an account. Here are five things to consider as you confront this problem:|
Declined transactions don’t have to result in a decline in your offertory. If your eGiving program has a comprehensive strategy for dealing with declines and keeping members on their giving schedules, your offertory will stabilize providing your church with the consistent cash flow needed to operate your church and ministries.
eGiving is quickly eclipsing check writing for Church Support. As church members frequently have questions about eGiving and their gifts, your program must have the staff or resources to provide immediate answers. A responsive, knowledgeable customer service team lets members know that their eGiving gifts to the church are in good hands, and that you care about their individual questions and concerns.
We spoke with Jack Emerson, Faith Direct’s Customer Service Manager, about the ins-and-outs of great eGiving customer service:
What do you think is the biggest customer service mistake that eGiving programs make?
I would say limiting the ways that people can contact you. It’s very important to give your members options. In addition to a phone number, your customer service program should also include channels such as a dedicated email address and a live online chat option.
Do different demographics within a church community seem to be more comfortable with certain customer service options?
In our experience, we’ve found that older individuals prefer to call in with their questions while younger individuals seem to prefer emailing their questions or using the online chat function. Regardless of age, members have indicated that they appreciate the option of being able to speak with someone on the phone.
What are the most important attributes of a good customer service representative?
I think it’s threefold: First, representatives should be prompt – whether it’s quickly answering the phone or responding right away to email or chat questions. Second, they must be knowledgeable about how the eGiving program works and what options exist, so they can answer questions with confidence. Third, they must be thoughtful and courteous, so members will always feel comfortable reaching out with any questions they may have.
Which issues do members contact customer service about the most?
It runs the gamut from changing their giving amounts or adding a special gift, to updating their bank or credit card information, and everything in between. People have questions about security, too – they want to know that their eGiving provider is handling their personal information in a secure way. There’s no question or concern too big or small for a great customer service program.
The stronger you can make your customer care network, the better your eGiving program will be for your church. Make a point this month of going over the service options your program provides, and making sure that your members’ questions can be answered quickly and knowledgeably.