Good Metrics but Customer Service is Lacking

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.

We have been able to target select audiences at various giving levels, segment our lists by topic and theme, and personalize our donations forms.