Questions? Feedback? 💡Ideas?
One of the goals of our Partner Success team is to provide the support and education needed to help you get the most out of your Partnership with GiveCampus. We’re working hard to provide top-notch, out-of-this-world support for all of our Partners, and it’s always our pleasure to help!
Emailing support@givecampus.com is the best way to receive thoughtful, thorough, and timely assistance from our team. Our shared inbox is staffed M-F 9am - 8pm EST, with standby support at the ready on weekends and evenings. We’re also happy to offer extended support hours during high-volume periods.
When writing for support, it helps to include the following information when relevant for the fastest feedback:
- Donation ID number(s) and names/emails of donors
- URLs of specific pages visited
- The full name of the campaign or Giving Form in question (bonus points for including a direct link to the campaign or form!)
- Screenshots whenever helpful (note: please avoid taking screenshots of sensitive donor information)
- Information about your web browser and operating system if reporting a suspected b🐞g
- If the platform behaved in an unexpected way please tell us exactly what it did or what you saw and, if you can, the steps you took that produced the unexpected result
We always aim to provide our Partners with an exceptional level of support, and keeping this single shared support inbox closely monitored ensures that someone is available to respond to urgent requests. Have a question while your campaign is live? Our team will take extra care to look out for your questions, so rest assured we’ll have your back when you need it most!
You may be wondering why we don’t offer a phone number for on-demand support. The vast majority of tactical questions are most quickly resolved via writing into support@givecampus.com: by writing into our shared inbox, our team can research, review, and collaborate together-- often with our engineers-- to provide you the most helpful answers possible. Of course, if it would be more efficient to chat by phone, we’ll be happy to find some flexibility in our calendars to schedule a time to call! Big plans around the corner? Bonus points: we’re always happy to pre-schedule calls to talk about your overall strategy or share best practices.
At the end of the day, our success is your success! We’ve got you.
Helping high-5’s all around.
Note: Donors and community members sometimes write into support@givecampus.com and info@givecampus.com with questions about gifts, campaigns, incentives, and so on. Most of the time when this happens, our team will forward these messages along to you (we want to give your team the opportunity to build those relationships as much as possible!). Occasionally, when a donor or community member needs more in-depth technical help or when money is on the table during a time-based campaign, we’ll go ahead and respond to the sender to get the ball rolling-- but we’ll always copy a member of your team on our response to keep everyone in the loop! If you’d like messages from donor and community members to always be handled by our team in a certain way, please write into support@givecampus.com and let us know!