Good Metrics but Customer Service is Lacking
December 15, 2022

Good Metrics but Customer Service is Lacking

Sharon R Cosgrove | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Blackbaud Raiser's Edge NXT

To meet our up-to-the-minute communications and online fundraising needs, we regularly employ the eblast marketing tool and donations form. I am impressed with the metrics and tracking capabilities of Raisers Edge, both for engagement in our messaging and funds raised through our online forms. With a goal to engage with half of our donor family through online newsletters and increase online giving by 10%, we have been able to reach larger numbers of our donors through Online Express. We have struggled, however, to get our questions answered regarding list management, and I feel the limited graphics capabilities of the email marketing tool are wonky compared with other eblast tools on the market. In my experience, customer service has regularly attempted to sell us new products rather than address the challenges we are facing. Overall, I would give your product an average score, and will gladly change my grade when I see better service behind your products.

Pros

  • provide valuable measures of our outreach
  • link email addresses to open and clickthrough rates

Cons

  • more streamlined access to customer support for Raisers Edge
  • decision NOT to market new products to dissatisfied customers
  • better graphics capabilities in the email marketing tool
  • simpler list management process
  • secure funds management
  • secure online fundraising
  • marketing and communications
  • Regular communications with our donor base has increased trust and raised our online donations by 5%.
We have been able to target select audiences at various giving levels, segment our lists by topic and theme, and personalize our donations forms.
Our experience was slightly jaded because the trainer introduced new products for sale when we were most interested in solving the issues we already had with the software we have paid for.

Do you think Blackbaud Raiser's Edge NXT delivers good value for the price?

Not sure

Are you happy with Blackbaud Raiser's Edge NXT's feature set?

No

Did Blackbaud Raiser's Edge NXT live up to sales and marketing promises?

No

Did implementation of Blackbaud Raiser's Edge NXT go as expected?

No

Would you buy Blackbaud Raiser's Edge NXT again?

No

The fundraising tool is smooth, and our donors are contacted immediately when they donate. Because of the issues in my experience, we have consistently had with list management, email marketing, and overall customer service, I would not recommend your products highly at this time. We have had entire email blasts drop spontaneously from the server and disappear into cyberspace. We have struggled with the tedious process of list selection with every blast we distribute. The limited font choices and seeming inability of the software to handle multiple fonts within a text block remain frustrating.

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