“They know what I am saying.” A staff member of one of our church partners made that remark when they were asked about OnlineGiving.org’s Customer Support. When you talk to your digital giving provider's Customer Support department, do they know what you are saying? A better question might be whether your current online provider talks to you at all.
For Jennifer Maddox, the financial assistant at Fellowship Bible Church of Jackson, TN, the answer to the above questions is an absolute yes. Fellowship Bible Church of Jackson, TN, an OnlineGiving.org church partner, is celebrating its 23rd year. Since its founding, it has experienced growth and now has over 2,500 members, with three services and an annual budget of around $6 million. In recent years, Fellowship Bible has seen an influx of new members as Jackson's population continues to experience rapid growth. With rapid growth comes the need for up-to-date systems to meet the needs of growing churches. When you serve on the staff of a growing church like Fellowship Bible, you appreciate it when the person on the other line not only answers your call but also understands your problem, bringing a sense of relief and comfort.
Recently, I was blessed to do an online interview with Jennifer about her experience working with OnlineGiving.org. When I asked about OnlineGiving.org’s Customer Service, she said, “I love OnlineGiving.org because they make the online giving process easy and smooth. In fact, I have never been involved with better Customer Service. I’m talking not just about church business but also about customer service in my personal life. The people are friendly, and they answer me quickly.”
Most of us can relate to Jennifer’s amazement about fast customer service. Customer service is not just important; it's crucial for choosing and keeping a digital giving platform. When members are depending on you to correct their giving mistakes, and you can’t figure out how to do that, does your digital giving provider quickly respond to your queries? When was the last time they answered you quickly? If your digital giving provider doesn’t understand you or answer questions quickly, it's not just an inconvenience; it's a problem that needs to be addressed.
I have found that churches will stay with a poor giving platform because of the hassle of transitioning existing donors to the new platform. I’ve heard church leaders complain about the poor service their current giving provider offers, but when I ask why they don’t switch, they’ll tell me horror stories about their platform switch. So, they endure poor service. At OnlineGiving.org, we have solved this.
I asked Jennifer about her experience onboarding from the church’s former platform to OnlineGiving.org. Here is what she said: “I was very intimidated by that, but it turned out to be wonderful! The OG team made it a very soft transition. They made it work for me by doing it for me. The clean-up afterward was handled so well. They did all the grunt work. It was very well done.” Let me ask again: Can you say this about your current giving provider?
Our Customer Service is why we have a 98% retention rate of church partners. We don’t even require our churches to sign a contract, because you don't need one when you meet their expectations. We can meet our church partners' expectations because we have the best tools and platform and the best support team. Our churches get immediate help and attention, allowing them to utilize our robust giving platform. We strive to be the best, so you will never need to shop for another digital giving provider.
There is one more reason we at OnlineGiving.org know what you are talking about when you call us. Obviously, we know our system and platform. However, we understand our church partners because OnlineGiving.org is independently owned by Christians who actively attend church. In fact, everyone working at OnlineGiving.org is actively involved in a local church. This is why we are quick to respond when you call or email us. We know we are working to help extend the Kingdom of God, which requires our best.
If you are not getting the same kind of Customer Service described here, then it is time to consider a switch. We can help make that seamless and easy. Contact us today at (615) 206-4000 or at support@onlinegiving.org to find out how.
The Stewardship Coach
“They know what I am saying.” A staff member of one of our church partners made that remark when asked about her experience with our Customer Support. Learn how we serve our churches so well!https://t.co/TiA0qWGj5v pic.twitter.com/54oxEHGKga
— Online Giving (@onlinegivingorg) August 12, 2024