Exceptional Fundraising Support Through GG Chat
During a very special interview on the Giving & Gabbing podcast, we sat down with two colleagues from our Customer Success team, Katrina Grein – Senior Director of Customer Success, and Gianna Caputo – Customer Success Champion. In this episode, we dive into what makes this team so exceptional and how the support they provide through GG Chat contributes significantly to the successes of our Giving Day partners and their participants.
What is GG Chat?
GG Chat, GiveGab’s automated help center and educational database, is customer support like you have never experienced. While you may recognize GG Chat as GiveGab’s “little blue chat bubble.” As you become more familiar with the GiveGab platform, you’ll discover that our live chat support is just one of the features available to your organizations and donors through our all-encompassing service.
“I think one of the largest benefits that our fundraisers and donors see from using GG Chat is how much time they save by getting in touch with someone who can help them directly, and the reassurance of knowing that there is a human being on the other side that is dedicated to helping you and finding a solution for anything that you’re dealing with.”- Gianna
The most recognizable aspect of GG Chat is our live support. The “blue chat bubble” exists on every page of our platform – giving users instant access to GiveGab’s Customer Support team. Platform users are able to connect directly with Customer Success Champions and Chat Support Specialists during regular business hours.
“We absolutely love this option, because it allows folks to get help in real-time with whatever they’re working on. Whether it’s an organization getting verified to receive donations, or it’s a donor trying to make a gift on a Giving Day.” – Katrina
Because we understand that not every fundraiser works within our live support hours, the Customer Success team has prioritized creating an expansive Help Center that houses over 500 support articles. These articles provide easy-to-follow step-by-step instructions, including videos and visuals, covering virtually every aspect of our platform.
“The Help Center is available 24/7 so nonprofits can get answers no matter what time of day they find themselves working and on the platform. Even though we call it GG Chat, it’s a portal to so many different resources available to anyone who is working on GiveGab, whether they’re an organization or peer-to-peer fundraiser, a donor, or anyone really.” – Katrina
As GiveGab continues to grow and support more Giving Days, the Customer Success team remains diligent in providing individualized support to all users who need it, and has processes in place to ensure their help center is always up to date!
“We continuously look for ways to improve and innovate our support processes. One of the key ways to provide personalized support at scale as we grow is to be proactive in our support…That way we can attempt to answer certain questions before they even have them just by kind of front-loading them with this really key information to help them be successful for their Giving Day.” – Katrina
The Heart Behind GG Chat
One of GiveGab’s core values has always been “Customer Love is What Drives Us.” Following this value is what led GiveGab to provide the unparalleled support that users on our platform have come to admire. Every member of our Customer Success team is truly passionate about encouraging and supporting the fundraising professionals using our platform every day to make the world a brighter and more beautiful place. They understand the urgency and importance of the work these fundraisers are doing, and are motivated to help them be as successful as possible. We love helping our users, and we want them to love their experience working with us.
“Customer Love is something that we truly try to embody when we are answering anyone’s questions whether it’s a partner, fundraiser, or donor. We strive to take our level of support that much further by truly trying to do everything we can to assist anyone who writes into GG Chat and go above and beyond for them in all sorts of ways.” – Gianna
How does GG Chat Support our Giving Day Partners?
At GiveGab, we continuously hear from our Giving Day partners that they feel as if we are an extension of their team. These are words we never tire of hearing because it speaks to the immense support we are able to provide. In addition to being assigned a dedicated Project Manager, when you sign on to host a Giving Day with GiveGab, you and your community of participants will have access to GG Chat.
Our Support Team really strives to become experts on each Giving Day that’s taking place on our platform…because we’re able to take a lot of these questions off our partners’ plates, they can really focus on things like outreach and strategy and securing prizes to make sure that their day is successful. – Katrina
The most impactful thing that GG Chat provides our Giving Day partners is time! We commonly hear from our partners that prior to joining GiveGab, a large part of their day-to-day workload involved answering support questions and helping their participants get set up on their platform. This oftentimes left the partner with very little capacity to develop and implement growth strategies. With GG Chat, you’ll be able to breathe new energy into your Giving Day without sacrificing the level of support provided to your participants.
In the interview, Katrina shared an example of how GG Chat contributed to the record-shattering success that Give Local 757! experienced when joining GiveGab. Read more about how How Give Local 757! surpassed their $1 Million Milestone with GiveGab!
“In their first year with us, we fielded around 334 questions from organizations through GG Chat, and then in 2021, that number fell to about 235. We love seeing metrics like these knowing we were able to take that workload off our Partner, Tammy, so she could really focus on the big picture. – Katrina
Listen in to the podcast episode to hear more about how your Giving Day can experience exceptional fundraising support through GG Chat!
In this episode of Giving & Gabbing we discuss:
- The types of resources and support provided through GG Chat
- How our core value of “Customer Love is What Drives Us” inspires the level of quality provided by our Customer Support team
- The many ways that GG Chat takes our Partners’ Giving Days to the next level
- The metrics used to track the success and impact of GG chat
- Ways that GG Chat can ensure personalized support and updated resources as GiveGab continues to grow and support more Giving Days
- Conversations that have stood out to Katrina and Gianna while working in GG Chat
Check out the full interview by:
Reading the interview transcript
Watching the live interview video recording
Listening to our Giving & Gabbing Podcast episode:
Giving & Gabbing is now available on popular podcast streaming sites such as:
Interview Transcript
Molly: Hi I’m Molly the Product Marketer here GiveGab.
Jackie: I’m Jackie GiveGab’s Sales OPS Coordinator, thank you for joining us for another episode of Giving & Gabbing. In this episode, we’re taking some time to talk to our colleagues on our Customer Success team. With us today is Katrina the senior director of Customer Success and Gianna, a Customer Success Champion. You might recognize their names if you’ve ever written into GiveGab’s GG Chat.
Molly: GG chat is our automated help center and educational database run by our exceptional Customer Success team. Throughout today’s podcast episode, we will be discussing how members of this team contribute to the success of our Giving Day partners and their participants.
Jackie: We’re especially excited about this interview because Molly and I are both big supporters and advocates of GG Chat. Having started as a Customer Success Champion at GiveGab in 2018, I have seen firsthand the impact that this team has on our partners.
Molly: And, as a former Partner of GiveGab, I will probably end up being the ultimate fangirl during this episode because I’m so grateful for all the help that I received when planning a Giving Day in Louisville. The people behind the bubble, as I always refer to them, contribute greatly to assisting donors and participating groups. so as a Giving Day host, you can help build fundraising strategies and build a strong marketing plan for success.
We’ll dive deeper into some success stories later, but first I want to start by having Katrina and Gianna introduce themselves.
Katrina: Hey, everyone! Thank you so much for having me on the podcast. First of all, I remember when this podcast was just an idea. I’m so proud and excited to see how much it’s grown thanks to you all. So, to introduce myself, my name is Katrina Grein, and I am the Senior Director of Customer Success. I’ve been with GiveGab for about four and a half years, all spent on the Customer Success team. I lead our support team here at GiveGab where our goal is to support each customer, peer-to-peer fundraiser, and donor in successfully using our platform, and successfully fundraising in the case of our peer-to-peer fundraisers and organizations. In my role and alongside our other CS Managers, I’m constantly striving to find new ways to help our customers feel confident in using the platform. The main way that we do this is through GG Chat and our support of the Project Management Team on Giving Days.
Gianna: Hi, I’m Gianna. I’m a Customer Success Champion at GiveGab. I’m super excited to take some time to talk with you guys about GG Chat and the Support Team this morning. To introduce myself a little bit, I’ve been with GiveGab for two years, all on the Support Team. My main role here at GiveGab is to equally support our Giving Day partners and anyone who writes into GG Chat by providing them with top-tier level support and answering their questions, alongside my teammates, and making materials to help support our donors and Partners, and anyone who uses GiveGab.
Molly: So I know that I set up GG Chat and talked about how wonderful it is and both of you talked specifically about what you do. Could you describe a little bit more in-depth how GG Chat works, and how we and providing that direct support, whether you’re a peer-to-peer fundraiser, donor, or Giving Day Partner?
Katrina: Sure, so GG Chat, also known as the “little blue chat bubble,” or “the people behind the chat bubble”. It’s our nonprofits, and their supporters, portal to our Support Team. During regular business hours, folks can get in touch with our Customer Success Team with any questions that they have about the platform or even fundraising best practices. We absolutely love this option, because it allows folks to get help in real-time with whatever they’re working on. Whether it’s an organization getting verified to receive donations or it’s a donor trying to make a gift on a Giving Day.
We really do like to think of ourselves as an extension of our Giving Day Partners’ teams because our CS Champions and Chat Specialists become experts on each Giving Day on the platform, and that’s what allows us to provide the level of support that we provide through GG Chat. And then, in addition to chat support, folks can also access our extensive Help Center which consists of truly hundreds of support articles that cover absolutely every aspect of our platform, as well as those best practices that I mentioned before, for running campaigns events and participating in a Giving Day.
That Help Center is available 24/7 so nonprofits can get answers no matter what time of day they find themselves working and on the platform. Even though we call it GG Chat, it’s a portal to so many different resources available to anyone who is working on GiveGab, whether they’re an organization of peer-to-peer fundraiser a donor, or anyone really.
Molly: I used the portal with the support articles all the time, whether it was for myself or to send to participating groups that were working on the Giving Day. So I just have to say, that is such a wonderful resource beyond sort of the immediate chat support. I think what I love about you the articles that we have is that they’re curated all by the CS team. Everybody at GiveGab that’s working on our CS Team is writing those articles from firsthand experience working with our partners so that it’s really intuitive and helpful for them.
Katrina: And just to follow up on that, one of the things that we really strive to do on the CS team is if we notice there’s a new question that’s coming in a lot from one particular Giving Day. Maybe the strategy for that conveys a little bit different, so we try to create a support article to address that and then hand it off to our Partners as well, so they have it as a resource. We’re always just trying to identify what those common questions are and make sure that there’s a resource available.
Jackie: That’s so helpful, and I know that everyone who writes in really appreciates having someone to talk to as well as those articles. Sometimes they don’t necessarily need to talk to someone but want to refresh themselves on how to get to a certain place in the platform, or how to use a certain feature. I think that it’s great to have both kinds of resources.
Now, talking about the substance of these conversations that you have, one of GiveGab’s core values is “Customer Love is What Drives us,” how does that relate to the quality of service that you’re providing in these chats?
Gianna: This is a great question! Customer Love is something that we truly try to embody when we are answering anyone’s questions whether it’s a partner, fundraiser, or donor. We strive to take our level of support that much further by truly trying to do everything we can to assist anyone who writes into GG chat and sort of going above and beyond for them in all sorts of ways.
Our customers are sort of our like our life force almost, they are what allows us to do what we do. We really try to make sure that we are being empathetic and really putting ourselves in their shoes when they write into us with questions or issues so that we can understand exactly where they’re coming from. That sort of empathy allows us to build a really strong connection with the people that we chat with every day. That also means that we are constantly trying to come up with new ways to connect with these people and to provide more engaging support, more effective support, as time goes on through direct messaging or the materials that Katrina was just discussing. We really tried to maintain a super-strong connection with everyone who uses our support system.
Jackie: That’s great! That’s such a good sentiment to have. So you have helped so many people in these conversations, whether they are donors our organizations participating in a Giving Day. Let’s talk a little bit about the people who Molly used to be, who are running a Giving Day. How does your support help them take their Giving Day to the next level?
Katrina: We really do think of ourselves as an extension of our partners’ teams, because our Support Team really strives to become experts on each Giving Day that’s taking place on our platform. So when organizations have questions about registering for a Giving Day, getting verified received donations, or they want to know how to go about securing sponsor matches, they can write into our team and will ensure that they get the help that they need without needing to reach out to the partner. Because we’re able to take a lot of these questions off our partners’ plates, they can really focus on things like outreach and strategy and securing prizes to make sure that their day is successful – all those really important big picture things.
Recently you all did a case study with one of our partners at Give Local 757! In their first year with us, we fielded around 334 questions from organizations through GG Chat, and then in 2021, that number fell to about 235. We love seeing metrics like these knowing we were able to take that workload off our Partner, Tammy, so she could really focus on the big picture. Now of course GG Chat is just a piece of the puzzle, Tammy also had amazing support from her Project Manager and our Tech Team is always striving to make the platform better and better. But, we are really proud of the impact that we had on the Support Team in helping Give Local 757! surpass their previous year in dollars raised by over $600,000 and also helping them surpass that 1 million mark in their first year with us. So we’re really proud of the impact that we have as a support team to take that workload off our partners so they can really focus on hitting those milestones, setting those goals, and reaching them.
Molly: I absolutely love the case study about Tammy and Give Local 757! I felt like it really resonated with me. Having been on that other side. I know she said that if she had to quantify it, nonprofit support questions that she used to field used to take up about 35% of the work that she was doing. Once she joined GiveGab and had the support of our CS team, it went down to 5%. If you think about 30% of your daily work going back to you so that you can strategize! It’s no wonder that she was able to work with her team and have the success that she did in her community when transferring over and working with GiveGab. She had that much more time to dedicate to other things that really helped build the brand and establish the giving spirit in her Community to be that successful.
That was such a big piece for the team in Louisville when I worked with them is having that extra line of support there for you all the time. People that know the platform the best, that can answer those questions on the fly, it’s just absolutely incredible.
We have metrics for success because, like you said, we want to hold ourselves accountable that the services that we are providing are helpful. We keep our finger on the pulse of what are common questions that you know you guys are getting and fielding and how can we make sure that we’re addressing those. Can you talk a little bit about some of the metrics for us to track the success of GG Chat and how we’re able to really see the impact of the support that we’re providing through the GiveGab platform.
Katrina: Of course, the main metric that we track to determine our success with GG Chat is our happiness rating at the end of each conversation that our team has with anyone who writes in through GG Chat. They’re asked to rate their happiness and satisfaction with the conversation on a scale of one to five, with five being happiest. these are actually represented by emojis with different facial expressions which I think is fun and also really a way to get an accurate pulse on how they actually felt about their interaction with our support team.
In addition to tracking this metric each week, we also like to share this rating with our Giving Day partners regularly at check-ins and in their debriefs so they can see how their nonprofits specifically felt about the support that we offer throughout their Giving Day process.
Our happiness rating is generally in the high 90s about 95%, on average, which is something that we are really, really proud of. Each of the CS Champions and CS Chat Specialists that interact in GG Chat genuinely care about the person on the other end, and I think our happiness rating really reflects that.
In addition to our happiness rating, we also track the success of our automated and self serve support options. We are always trying to innovate with the ways that we provide support to our customers. That way they can get their answers as quickly as possible and they’re getting accurate answers when they are getting them. So those are some of the ways that we measure our success and we hope to always continue improving as well.
Molly: I think what I find very special about measuring success at GiveGab is that we talk about it every week as an entire team. Every Monday when we all meet together, you report on our metrics for the past week. I think that shows our prioritization of making sure that Cusomer Love is addressed every single week. Obviously, I didn’t know that ahead of joining GiveGab, but I think that that’s so important to to talk about and to make people realize is that we’re not just passively sitting here answering questions trying to automate things. We are consistently working to try to improve the process and make sure that we have the happiest customers as possible.
Katrina: Definitely, and on the weeks that we find that we’re falling a little bit below we really try to investigate why that was so we can improve our processes and ensure that we are always improving. I think that what really helps us to maintain this high happiness rating is our ability to always look internally and see how we can be improving and also sharing that out with our customers to you know that it’s a way for us to hold ourselves accountable for maintaining high support standards. We always want to be sharing that with our partners, and so they know and feel comfortable that their nonprofits are in the best hands possible.
Molly: Absolutely that trust piece is great. It takes a lot to give up the control of like managing every question, but when you know that you have dedicated people that are there supporting the organizations, groups, fundraisers, or donors in your community to know that that’s your priority, it makes giving up that piece so much easier so you can focus your efforts elsewhere and continue to grow and be successful as a Giving Day.
Obviously, we have so many people that come in through the chat bubble, and so many people reading our resources, what kigns of benefits do fundraisers and donors see from using both GG Chat and our internal log of resources?
Gianna: I think one of the largest benefits that our fundraisers and donors see from using GG Chat is how much time they save by getting in touch with someone who can help them directly, and the reassurance of knowing that there is a human being on the other side that is dedicated to helping you and finding a solution for anything that you’re dealing with. Since the customer is really at the center of what we do, a lot of the processes on our team are human-focused, their customer-centered, and I think that really gives our fundraisers and donors a high level of trust in us. They feel safe coming to us asking for our assistance, and I think another benefit is knowing that they don’t have to jump through several hoops to get to us. It’s really as easy as sending us a message through the chat bubble, and we’re there to help with anything. I know with a lot of other customer service situations, you could be on the phone for a while, you could be using multiple modes of communication, but that direct line to us and our team saves time. It really reassures our customers that we care about them, that they’re at the center of everything that we do, and that we really are walking the walk in terms of the way that we help our customers.
I think another significant benefit is that real person piece is really important. We get a lot of people who write in and they want to know that they’re talking to a real person, that it’s not a like an automated chat. I think that real person connection just adds a layer of security to every interaction that we have with our customers and it’s super important to them that we maintain that directness.
Molly: So, like awkward anecdote here, but my mom helps a local nonprofit in the town that I live in and they were fundraising through GiveGab and she had a question so she went to the chat bubble. She called me alter that day was was like “Hey do you know so-and-so at GiveGab?” She was talking to Noelle, “Do you know Noelle at GiveGab?”,”Yes,” she goes “oh my gosh we just had the most fabulous conversation, she helped me, she was so kind, she was so sweet.
I felt so much pride in that because it’s like oh like you know, there is a human behind this and they’re there to make sure that everybody feels supported and can achieve the success that their own organization has a goal. I just warms my heart, it filled my bucket, as my sister says.
Gianna: Honestly I think stories like that are part of what makes this job so special. The feedback that we really helped someone and had an impact on their day, it’s it’s an incredible feeling and to know that we get to do that for so many people is truly unique. I think, no matter who you interact with on the team, we all have our sort of different tones and styles, but you always get someone who is warm and kind they will turn your day around. Everyone is just super special and very willing to help in any way.
Jackie: Wonderful I love how the GiveGab team really, still even years later since I joined the team, still has that same essence, the same voice of just kindness and truly wanting to help everyone who writes in.
Let’s talk a little bit about the future of GG Chat and your Support team as it evolves and GiveGab grows. So in addition to GG chat, as we said, you have a resource library, with over 500 support articles. Tell me why does that remain a priority to keep such an expansive library and how do you ensure that information is up to date.
Katrina: So one of our goals as a success-focused Support team is not to just fix issues for our customers when they write in, but to really empower them to learn the platform and become experts themselves. To take this teaching/coaching approach to our conversations. So having that extensive help center and library of support articles really helps us with this goal because customers can search through it anytime to find the answers they are looking for, follow the steps, and then they become an expert a little bit in whatever it is that they were trying to solve.
So additionally, having that expansive library, it allows us to also just cater to different learning styles of folks that are using our platform since all of our support articles feature both text, those steps by steps, and screenshots. We try to include videos in a lot of them as well. So there is a different approach to absorbing that information and learning it.
We really feel like the better documented our platform is, the easier it is to help customers find what they are looking for really quickly, and of course, it is available 24/7. They can really use it any time of day, no matter when they find themselves working on their Giving Day and on GiveGab. Keeping the help center up to date is really important, of course, because you know we’re always trying to improve the platform. We have a couple of dedicated team members that continuously track articles that need to be updated and help us make those changes as the platform evolves.
Jackie: Absolutely, as you said, I have seen folks in the chat bubble writing in at 2am/3am in their time zone. So you never know when works past and might need some help. It’s great to have that library up there that is just ready to go at any time.
So as GiveGab grows and supports even more Giving Days, how will GG Chat continue to provide that level of personalized support?
Katrina: So we continuously look for ways to improve and innovate our support processes. One of the key ways to provide personalized support at scale as we grow is to be proactive in our support. One of the ways that we have actually done this over the past year is to implement a customized communication series that sends key information to participating organizations at different milestones during their Giving Day preparation. That way we can attempt to answer certain questions before they even have them just by kind of front-loading them with this really key information to help them be successful for their Giving Day.
Another way that we’re doing this is by automating answers to really commonly asked questions. One of the big benefits of doing this is that it allows our customers to get answers instantly and also allows us to provide really super personal support for more complex questions that other customers might have. And, of course as you mentioned earlier, it’s really important that there’s always a human component and personalized component to the support that we’re providing. Everyone will always always have the option to check in with a team member directly right from the get-go.
In addition to experimenting with some automation and continuing to build out our help center, we will continue to prioritize that teaching/coaching approach to support so we can really help customers become experts on the platform, as we grow and as they’re growing in their fundraising efforts. We really value the relationships that we have with our customers and providing personalized support is really the essence of our team. Seeing the impact that our organizations have on their communities is the biggest motivator for finding ways to continue improving the support that we provide. The easier and more fun it is to fundraise and get the support that you need, the more time that you’ll have to dedicate to their missions and making that impact in their community.
Jackie: That’s so great Katrina, thank you for providing us with all that information! I just want to bring this back for a moment, because I think it was so important when we were talking earlier about metrics that, even though GiveGab is now supporting more Giving Days than in the past, we actually saw a decline in the amount of support tickets that came in. I think that’s so important and just speaks to how you really have accomplished that goal of trying to teach the platform and make it more accessible for people. So they might not be coming to you with as many of those basic questions, they get what they need from the platform itself.
Molly: We have a little guest joining our podcast. Peter the cat is just very excited about how much support can be provided.
Obviously, I have my own favorite parts about GG Chat and how amazing it is from sort of the outside perspective, but I would love for both of you to share your favorite part about the insider perspective, like what is it really like working in in the chat bubble, and behind the scenes on these support articles what’s your favorite part about it?
Gianna: I think one of my favorite parts about working in GG Chat is the tangible impact that we have on partners, donors, and fundraisers. I think a lot of times in customer support, depending on the volume, it can be kind of hard to really feel the impact that you are having on your customers, but we see a lot of returning folks who have maybe more complex issues and they always are so thankful and grateful at the end of our conversations. When you hear things like you, “you have really helped me today” or “I’m so glad that I got the chance to talk to you” or, “you’ve helped us have a successful campaign.” That is such a special feeling and to know that you helped these organizations drive their missions is an indescribable feeling.
I also think another part of the joy that I get out of working in GG Chat comes from how much I learned from the people who write in to us. I think it’s expected that they’ll learn from us, but we really do learn a lot from our customers. I love learning all the new ways that we can help or contribute to the success of the campaign, it’s really special. I also love that no two problems are alike. We never answer the same question it’s always got a little bit of a different spin to it and I love that I get to spend my days working on such diverse questions. There’s no shortage of – just you never know what people will come to you to ask it’s always a great learning opportunity.
Katrina: For me, I think it’s knowing that organizations that are writing into us are coming from such different backgrounds and such different resources they might have to accomplish and execute their Giving Day. Some folks are writing into us and they have a whole team that’s helping them execute their organization’s Giving Day and some are writing into us as a one-person team. They really look at us as a partner themselves into helping them be successful. I really love knowing that, in addition to all the technical and platform help that we can provide, we can also just be a connection and a relationship that can really help encourage them in their participation and just offer them encouragement and that confidence in them to really accomplish you know what it is they’re setting out to do with their campaign.
I think, for me, I love having a conversation with someone on their Giving Day and they’re writing in with a question, maybe this is the first time they’re writing in and they didn’t know that they would get in touch with a human being right away. We’re able to really help them accomplish what they need and send them an encouraging gif or an encouraging message and tell them to keep up the great work. I absolutely love that there is such a meaningful purpose behind each conversation that we have, and I think that’s that’s for me, one of my favorite things about working in GG Chat.
Molly: I love that, there’s so much gratitude that you get back from doing this. I think it could be something where someone gets their answer and just logs off, but I think because of that personal touch that everybody on the team puts in, there’s that human connection that you create through the experience.
Because of that, I’m sure that there are conversations that stand out to you, you know whether it’s like a really positive interaction where somebody said something about being grateful or a funny interaction where there was a misunderstanding, or something could you all both share with us. Just like a conversation or two that have really stood out to you during your time working.
Katrina: I think the conversations that stand out to me- you know we see so many conversations each day and each week, but for me, my favorite type of conversations, are the ones where the person on the other end doesn’t hesitate to kind of let their personality shine through and it’s such a welcome moment in my day when I’m in GG Chat to see someone have a sense of humor about a situation or to make a joke or to you know just have those interactions where it feels like we’re really forming a relationship.
I think those are some of my favorite conversations, as well as you know, as a manager, I feel so grateful to see all of the amazing and super positive feedback that all of our Customer Success Champions and Chat Specialists have on the people that they’re chatting with. I just love when someone chats in and they might say, “say hi to Gianna for me,” or “Oh by the way, Noelle was really fantastic,” or something like that. I just love knowing that they look at us as an extension of their team, and they can call us out by name. For me when they recognize that in a conversation – those really stand out to me and it’s one of my favorite it’s one of my favorite things that happens.
Gianna: I think a specific conversation that stood out to me, shortly after I started working at GiveGab – I was speaking with a nonprofit administrator from a nonprofit in Flordia. My family takes a vacation to Florida every year, and so I had been to this nonprofit before and we go every year. That connection was just very special I loved knowing that I could help support an organization that I had been to before and was familiar with. Getting a chance to express that and tell this administrator how much the organization meant to us, I think was a really special moment for me, and it really solidified why I love this job so much.
I think some other conversations that stand out the most to me are, like Katrina just said, anytime someone lets a more personal aspect shine through. I often get messages that say “I think I made a mistake”, “I need more coffee this morning,” or “it’s approaching the end of the day” and it’s just such a human response and it makes everything feel that much more personal to know that they’re just like us and we’re just like them.
And I think as well, any conversation that comes through where someone is having a really hard time – they might be very frustrated they might be having a rough day, but by the end of their conversation, everything feels a little bit lighter. Those conversations definitely stand out to me.
Molly: I love that. I think what I find most inspiring about what you said is that you’ve connected with people that you support in a totally different place from where you live. I think that it’s so special and it happens across the board at GiveGab where we all meet organizations in different communities from our own homes, we form those connections, and we give back to them in ways because we formed a meaningful connection and because we believe in the missions that they’re supporting. I think that that’s truly unique and not something that everybody gets to experience and I absolutely love that – I think that’s amazing.
Jackie: Thank you so much, both of you for sharing those stories. I know I used to love sending gifs to the people who are writing into me, and sometimes they even send one back, and that was really fun. I remember just enjoying that so much. We are fortunate we get to interact with all of these nonprofits and other organizations and help them and it’s really a fantastic system that you all have built and continue to maintain.
Before we close, we would like to thank Katrina and Gianna again for joining us today. So grateful for all of the insights that you were able to provide our listeners we’re incredibly proud of our GG Chat team and their dedication to helping our Giving Day partners run successful fundraisers. We know that all our current and future Giving Day partners are so fortunate to work with such a passionate team.
Molly: If you’re looking for more tools like this to take your digital fundraising to the next level, visit our resource library to stay up to date with our podcasts, webinars, downloadable content, and more at givegab.com.
