How the VolunteerMatch Support Team Keeps You Moving

Have a VolunteerMatch Question? Meet the Team that Has the Answers

The VolunteerMatch Support Team

Adam, Abby, and Irina: The VolunteerMatch Support Team

They have navigated their way through thousands of customer service inquiries. Now, they’re working on making VolunteerMatch support better, easier, and more intuitive than ever.

In this Q&A, meet the all-star VolunteerMatch support team, and see what they’re up to next.

  1. What does your team do at VolunteerMatch?

When our customers find themselves lost on VolunteerMatch.org or their own branded site, we provide them with high-quality support so they can get back to posting or finding engaging volunteer opportunities in no time.

We also act as intermediaries between customers and the rest of the organization — when a customer addresses a pain point, for example, we relay that feedback to the product team who evaluate, then make updates and improvements to our site.

  1. Describe a typical day at work.

A typical day at work involves answering dozens of customer inquiries and support tickets. We also report issues, or “bugs” to our product/engineering teams, and investigate possible solutions and features to include in our site updates.

During company-wide meetings, we keep all departments at VolunteerMatch informed by representing our customer’s voice. When it comes to delivering a unique customer support experience, we think it’s important to be helpful and supportive, while having a bit of fun — it’s not uncommon for the team to hash out an idea for a site enhancement over a game of foosball.

  1. Speaking of fun, here’s a fun question: If you were a VolunteerMatch Premium feature, which feature would you be?

Our reposting privileges tool.

Volunteers are hungry for new opportunities, and without support from nonprofits, those opportunities just wouldn’t exist. Our reposting privileges tool gives nonprofits higher visibility postings with just one click!

Learn more about VolunteerMatch Premium to get started today.

  1. What are some of the biggest projects your team is working on right now?

We know you want your question(s) addressed ASAP, so we set out and did some research on how we could deliver on that expectation. We found that great customer service incorporates helpful articles into a system where customers can readily find answers to Frequently Asked Questions (FAQ).

That’s why we’re structuring our Community Help Center to act as our first line of support, ensuring you find answers faster and easier than ever before. By finding a quick and effective solution to your question, you’ll have a much better experience on our site and move on to posting or finding opportunities in no time.

We’re also working on cleaning up inactive listings on VolunteerMatch.org. These two projects are a direct result of listening to our customer’s concerns and incorporating timely feedback.

  1. What should our customer’s expect when they contact support?

Here at VolunteerMatch, customer service is essential to our operating philosophy. We’re eager to hear from our customers, and help them resolve their issue(s).

That’s why we implemented a new and improved ticket form, so we can gather the right information the first time around. When follow-up is needed, we like to think of ourselves as thoughtful, yet inquisitive — asking enough questions to ensure we’re providing you with the best solution.

While we strive for same-day service — you can rest assured knowing that all inquiries are addressed within 24 to 48 business hours of us receiving them.

  1. What is one piece of advice that you would give to customers before they call you?

While we do our best to respond quickly, our Community Help Center is an invaluable resource where you can find nearly instant answers to FAQ and helpful tips. We encourage customers to check our knowledgebase help center first, as you may find an answer to your question without having to go through the support or ticketing process.

  1. How/when can I reach support?

As always, our support team is just a few clicks away.

Reach us by filing a ticket through the Community Help Center 24/7, and please remember to allow for 24-48 business hours to receive a response.

  1. What are some questions you get asked the most?

What’s my password?
How long will it take for my organization to be approved?

Want to learn more about how our support team and VolunteerMatch help nonprofits recruit the right volunteers? Check out our Community Help Center!

Save Time and Build Better Relationships with VolunteerMatch Premium

Celebrate with VolunteerMatch Premium!At VolunteerMatch, we love living out our mission of connecting good people and good causes. And we love that we can do this at no cost to the inspiring people and causes doing amazing work in their communities.

We do this because we believe that everyone should have the chance to make a difference.

However, for organizations that rely heavily on volunteers, we have another option that makes finding new volunteers even easier.

VolunteerMatch Premium lets nonprofits do some pretty cool things with their VolunteerMatch account. Want to craft a personalized greeting VolunteerMatch Premium vs. Basicto potential volunteers when they first connect with you? You can do that. Want to quickly repost that volunteer opportunity from last month that’s still relevant? You can do that. How about exporting a list of the volunteers who have reached out to you? Yep, you can do that too.

That’s just the beginning. Learn more about the various ways we support nonprofits, including our premium service. And if you choose to, head over to your VolunteerMatch account to sign up.

For less than ten dollars a month, your nonprofit can build strong relationships with volunteers from the start, and spend less time managing prospective volunteers. And I’m sure you have many ways to spend a little extra time.

New Reason to Add Dates to Your VolunteerMatch Listings

VolunteerMatch releases new calendar feature.“What are you up do this weekend?”

Have you ever been asked that question by a coworker, friend, or acquaintance, and realized with sudden joy that you don’t have a single thing planned?

It’s kind of a great feeling, isn’t it?

The next question is: What are you going to do with your unexpected free time? Of course, you have unlimited options, but one great option is to volunteer.

You log onto VolunteerMatch.org to find an opportunity for this Saturday. You pull up a list of opportunities near you based on your interests, and you scan through a long list to see if you can find something on the date you need. It takes some searching before you find a good match.

VolunteerMatch Date Searching New FeatureOn 4/14, we’re releasing a new feature that will make this process a lot easier.

Users will see a calendar on their home page. Choosing a location and clicking on a date will make it possible to see all the volunteer opportunities in the area on that specific date.

So what does this mean for you, the nonprofit?

Before Tuesday 4/14, log into your VolunteerMatch account and add dates to your volunteer opportunities, if they don’t already have one. This will make it more likely that your listing will be found by those looking for date-specific opportunities. (This doesn’t apply to ongoing, non-date-specific opportunities, of course.)

But wait, we’re not done yet! Starting 4/14, we’re also launching the new volunteer connection detail pages.

What do you need to know?

Instead of getting “referrals” (people interested in volunteering with you), you’ll get “connections”. They mean the same thing. However, the connection details will look a lot nicer, and tell all about the prospective volunteer, including skills, resume, location and picture. Check it out:

VolunteerMatch New Connection Detail Page

It will be simpler than ever to connect with the right volunteers for your organization.

And don’t forget! Add dates to your volunteer listings now to get them found by more prospective volunteers.

Need a Hand? VolunteerMatch Can Help!

If you need a hand with volunteer engagement, VolunteerMatch can help.At VolunteerMatch, our mission is to strengthen communities by making it easier for good people and good causes to connect (emphasis on the “easier”).

We try to keep it as simple as possible for you to post your open volunteer opportunities on the site and attract great volunteers, but if you run into bumps along the way or want to boost your recruitment efforts, we can help! Here’s how…

Having trouble with your VolunteerMatch account?

There are a couple of places to go if you have a question or issue with your account. First, our treasure trove of support information, answers, and tips for users. To get to this magical place, just click ‘SUPPORT’ in the top right corner of any page on our site. You’ll find detailed info about things like registering your organization, accessing or updating your account, posting and managing opportunities, and much more. Just sign in to your nonprofit account to view these articles!

VolunteerMatch Help Center screenshot

We also have a bunch of quick and easy video tutorials that will walk you through how to do things on your account. These can help you with tasks like gaining administrator access to your organization’s existing account, managing your opportunity contacts, or adding photos to your listings.

Looking for ways to attract more volunteers or strengthen your program?

Look no further! We offer FREE live webinars throughout the year presented by our resident volunteer management guru along with other seasoned professionals from the field. Learn about best practices on important topics like screening volunteers, planning for the future, and using social media to engage volunteers.

We’ve also curated a list of useful resources from around the web that you can find on our Learning Center and blog.

Still haven’t found what you need?

You can always contact us! Click ‘SUPPORT’ at the top of any page on VolunteerMatch.org, then click ‘Submit a Request’. This allows you to send us a message with details about your question, and even links, attachments or screenshots to help us understand the issue you’re having. Your request will be read by human eyes at our office in San Francisco, and we’ll do our best to get you the help you need.

Another great way to reach us is on Twitter. If you’re a big tweeter and have a question that can be posed in 140 characters or less, then this is the resource for you. We monitor incoming tweets all day and love providing fast, succinct help whenever possible.

We hope you’ll take advantage of some of these tools, and if there’s anything else you think might help you engage volunteers and better support your community, we’d love to hear about it.

Make 2015 Count with VolunteerMatch’s New Organization Profiles

Make the New Year count with new organization profiles at VolunteerMatch.The New Year is an exciting time that poses many opportunities for nonprofits to engage their supporters and strengthen their Organizations’ missions. Case in point: Jump start 2015 with VolunteerMatch’s new Organization Profile!

 

New VolunteerMatch Organization Profile with "More Info" tab open

The brand-new VolunteerMatch Organization Profile.

The new Profile will boost your organization’s VolunteerMatch recruiting efforts, and serve as a quick and easy way to advertise across the Internet. Due to VolunteerMatch’s excellent search engine optimization, organizations registered in the VolunteerMatch network will most definitely have their profiles prominently displayed on Google search results lists. So take advantage of VolunteerMatch’s SEO, and update your organization’s profile page or register with our vast network of nonprofit partners and volunteers.

The new Organization Profile was redesigned with both nonprofit administrators and volunteers in mind – the Volunteer Profile was a huge inspiration! Check out VolunteerMatch’s new Organization Profile and some noteworthy changes below:

Highlighted volunteer opportunities: Now, everyone who visits your organization’s profile will know exactly how many volunteer opportunities are available and have instant access to your listings. The grid view displays cause areas and requested skills for that particular opportunity, while the list view shows the location and time commitment.

Two views of the Organization Profile at VolunteerMatch.

Grid view (left) and list view (right) of volunteer opportunities on the Organization Profile.

At-a-glance information: We know prospective volunteers are busy people, that’s why we rearranged the Organizations Profile details, so future supporters can quickly scan and discover the information that matters most to them and your organization.

At a glance information on the VolunteerMatch Organization Profile.

At-a-glance information about your organization on your VolunteerMatch profile.

VolunteerMatch Organization Profile on a mobile device.

Your new Organization Profile on VolunteerMatch looks great on any device.

Responsive for mobile: With up-to-date information and active volunteer opportunities, your organization’s profile will stand out on every mobile device!

To view and update your organization’s profile on VolunteerMatch:

  1. Log in at www.volunteermatch.org/post/login.jsp to access your organization’s dashboard.
  2. From the side menu, select ‘Preview Organization Page’ to view your organization’s public VolunteerMatch profile.
  3. See anything that needs to be changed? Click your name at the top of the page to return to your dashboard.
  4. From the ‘Manage Organization’ menu on the left, select ‘Edit Organization Profile’ to update your organization information.

What do you think of the new Organization Profile? Let us know in the comments below, or by emailing support@volunteermatch.org!