DonorPerfect clients love our dedicated customer service team and our commitment to their success. We have the best support in the industry. Period.
As a DonorPerfect client, you can lean on our live chat support team and DonorPerfect Communities, our online client engagement center, for assistance resolving issues, learning new features, and discovering best practices for using your DonorPerfect system.
Everyone from your newest staff members to your most-seasoned development professionals will greatly benefit from DonorPerfect Support.
Support Plans at a Glance
|Chat (Included Free)||Phone + Email||Concierge|
|DonorPerfect Communities Access|
|Call the President Hotline|
|Virtual Desktop-sharing Support|
|Toll-Free Phone Support|
|Senior Dedicated Support Team|
Hours for Chat and Phone + Email Support
Monday-Friday 9:00AM-8:00PM ET
Hours for Concierge Support
Monday-Friday 9:00AM-8:00PM ET, plus 24/7 After-hours Support
Response Time – 2 hours or less.
Choose the DonorPerfect Support Package that’s right for you:
Phone and Email Support
It’s no surprise that DonorPerfect’s Phone and Email Support Bundle is our most popular support service. With this complete support package that includes chat support, you can choose the way you’d like to connect with our team based upon the questions you have or issue you’re experiencing.
Check out the top 3 reasons most DonorPerfect clients subscribe to Phone and Email support:
- #1. Our top-rated support team maintains a net promoter score (NPS) of 77, which far exceeds the average rating for the software support industry as a whole.
- #2. When we say “dedicated” support representatives, we mean it. While support departments typically struggle with high turnover, we’re proud to say that DonorPerfect’s company culture encourages our reps to stay! The average tenure of our support team is over 7 years, so every time you call, you’re speaking with a bonafide expert!
- #3. Many issues are best resolved over the phone. With phone support, a DonorPerfect support representative can share your screen and help you resolve issues in real time. Your representative will stay on the line with you until you’re happy with the solution and feel equipped to best to use your DonorPerfect system the moment you hang up.
“I can truly say that each and every time I call the DonorPerfect phone support team, I’m never disappointed. They never fail to deliver a top-notch interaction. They’re warm, friendly, and knowledgeable. Who could ask for more? Whatever they are doing, they should keep doing it. They might want to sell it in a bottle to other companies.”
Concierge Support is designed for clients who use their Phone and Email Support Package often. This VIP support package includes all of the benefits of Phone and Email Support, plus:
- An Exclusive Concierge Support Line and Email Enjoy the convenience of even lower wait and response times with exclusive access to our Concierge Support Line, email address, and chat.
- A Dedicated Concierge Support Team Concierge support representatives only work with concierge clients. You’ll work with technicals experts who know your system, your organization, and you by name.
- A 24/7 Emergency Support Line With concierge support, you’re covered when the unexpected happens no matter the day or time.
“As part of support, I'm able to connect with clients on a daily basis and help troubleshoot issues they're facing. My support role is both fulfilling and challenging as it presents the opportunities to help so many nonprofits make the world a better place, even if it's just one report or letter at a time.”