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Loyal Customer Departure for what I think is Plummeting Service, Functionality, Relationship
November 13, 2023

Loyal Customer Departure for what I think is Plummeting Service, Functionality, Relationship

Elizabeth Woodcock | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with MemberClicks

MemberClicks serves as our association management software - database, events, and listserv.
  • Our members loved the listserv function, although searchability was limited
  • Terms, conditions and pricing changed with limited notice
  • Customer service was untimely
  • No client relationship, despite purporting to have one
  • Membership database
  • Repository of resources
  • Listserv
  • Return on investment has been negative ($6,500 in additional, unexpected expenses) during final year

Do you think MemberClicks delivers good value for the price?

No

Are you happy with MemberClicks's feature set?

No

Did MemberClicks live up to sales and marketing promises?

No

Did implementation of MemberClicks go as expected?

Yes

Would you buy MemberClicks again?

No

We've had a very disappointing experience with MemberClicks. Purchased in 2016 for our small association, and enjoyed years worth of amazing service. After the company was purchased, in my experience, service began to wane. Emails begin to say "response may be delayed." We had to add a calendar invite to follow up with all service tickets. No new functionality was introduced. COVID was a challenge for our association, and MemberClicks kept increasing prices - "client success" was removed. Terms and conditions changed in March 2023 with limited notice. Pricing increased by 20% in July 2023. Based on confusing terms, we requested a phone call. I received an email: "Thanks [...], we do not have phone support..." In my opinion, this is a stark contrast to the opening of the company's mission: "We talk with you..." In fact, in my experience, they don't. For us, a very disappointing conclusion to a relationship that we relied upon to connect and engage our members.