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.