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Customer Service (very) Strong, Accessibility Light
June 08, 2022

Customer Service (very) Strong, Accessibility Light

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with OneCause

Daniel's Music Foundation has used OneCause to run two Spring Galas for our organization. They have assisted in managing both ticket sales for the event, as well as the facilitation of individual donations from our supporters. Unlike many auction sites used by non-profits, OneCause provided the additional service of live-event support and provided both front-of-house software, as well as staff to help us out on the day of the event.
  • Fantastic online and phone customer service--I was consistently able to receive assistance from an actual human within minutes, without needing to wade through a series of automated menus.
  • Dedicated support on the day of our event. The OneCause staff members who joined us during the gala were enthusiastic and dedicated, and significantly reduced my team's stress.
  • Front-of-house software for guest registration was very user-friendly, and even people who had never used it before we're able to pick it up within minutes.
  • As an organization that serves people with disabilities, there was an unfortunate lack of options for accessibility accommodation, and our members with vision impairments were unable to purchase tickets due to absent text-to-speech options in certain areas.
  • Being able to take away or add the social media buttons in their "greeting center" would've been nice. For example, we wanted to take away Pinterest, and add Youtube. Not a big deal, but it could be a nice quality of life improvement.
  • Although I generally have only positive things to say about the in-person support OneCause provided, we did have a specific approach to engaging the guests that we wanted to be implemented at the registration desk, which one of their staff needed to be reminded a couple of times to implement.
  • While the majority of our fundraising occurred independent of our gala, the ease with which OneCause allowed us to register guests and provide donors with any information they needed will likely engender future support.
While their website-building tools required several workarounds, including some features which ultimately had to be ditched entirely, I was more than satisfied with their front-of-house "SmartPay" platform on the day of our event, which allowed me, as well as several people who had never seen the software before easily register our guests, with only minimal hiccups along the way. Following their event, I was more than satisfied with the volume of reports I was able to generate, which allowed us to piece together a clear picture of the event's success.
As I have mentioned several times throughout this review, the human element of OneCause is what made the experience stand out in my mind. As there are hundreds of online bidding platforms which probably are more or less OneCause's equal in digital features offered, it was the quick and friendly support I regularly solicited that made this platform stand out for me. They did not waste time shuffling me between bots--I was typically able to speak to a human in under a minute, which was a refreshing thing in this day and age. And again, the three staff they provided on the day of our event were friendly, smart, and dedicated to making our event run as smoothly as possible.
Honestly, because OneCause is the only one of these three that I used to run an event, I do not feel qualified to answer this question.

Do you think OneCause delivers good value for the price?

Not sure

Are you happy with OneCause's feature set?

Yes

Did OneCause live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of OneCause go as expected?

Yes

Would you buy OneCause again?

Yes

Based on my experience, OneCause would be a fine platform for any company wishing to run a silent auction, sell raffle items, or solicit donations. Unfortunately, we did not use them for the first two items mentioned here, so I can only speak to the personal assistance provided both before, and during our event, which was beyond reproach. Their staff are enthusiastic and committed to maintaining as smooth an experience for everyone as possible. As mentioned, I was disappointed by their lack of accessibility options for people with disabilities, and unfortunately could not recommend them to any organization for whom this is a concern. That said, I would gladly use select OneCause features again, such as their front-of-house registration support, and the various reports the platform allowed me to generate post-event.