YourCause CSRconnect

Our account manager is very kind and does her best to touch base on a weekly basis, but issues take an extreme amount of time to resolve.

Our account manager has been great - she is quick, takes very detailed notes, and is proactively staying on top of issues and outstanding items. The support team answering the chat and email is also very fast and responsive. Some tickets that we have opened have taken a long time to be resolved; hence the 9 rating instead of a 10.

I was not impressed with our implementation experience from Good Done Great to YourCause. Our project plan was rarely up to date, it would have been nice to have PDF documents outlining what we would be able to see and customize when we got access to the UAT site, there were also some communication gaps because our team was learning as we went, and some things you just have to learn once you get access to the platform to fully understand the useability. I do think our account manager, Alexandra Harland supports too many clients. I wish she sometimes had more flexibility to stay over on calls, or jump on a call if a pop up was requested, etc. However, she is very knowledgeable and helpful. We do request a lot of time and attention and we ask many, many questions because our associates are very engaged. One could say we are needy.

My account rep Ashley Gent is outstanding, amazing, attentive, friendly and generally a great human who wants to provide the highest level of customer service possible.

We have received tremendous support from our account manager with CSRconnect.

Account management could be more responsive at times.

They are pretty good, but they don't get back to my emails very quickly but we have an ongoing meeting. At the beginning of use we had account manager turn over like crazy, now it is much better.

The implementation process was a bit rocky but ended up okay. The account manager is new and still learning himself so many of our questions are answered with "let me look into that and get back to you". He absolutely gets back to us and is very nice but not always very knowledgeable which can get frustrating.

Our account manager is wonderful and always willing to answer our emails or schedule calls to help us when we are confused. She has guided us through the transition and made it easier for our team to understand so in return we can train our employees. We are thankful for her.

Our account manager is very kind and responsive, but it seems when there are major issues, we don't ever get a solid answer or what/how to fix the issue. We have issues that have been assigned JIRA since we first transitioned to CSRconnect and they are continually pushed under the rug.

Adoption has been slow, but it is gaining momentum and traction.

The support for the CSR team from our Account Manager is absolutely phenomenal! The user support from the Customer Advocate team sometimes leaves something to be desired, but then our programs tend to be more complicated than other companies'.

Great to have dedicated help, but the turnaround time is slow.

Our account manager is awesome!