It’s about much more than a service. It’s about an experience.
“We’re designing something where [our supporters] can find the answer that they’re looking for quickly.”
– Kaitlyn Jankowski,
Supporter Experience Manager
In charity: water’s words
“It’s about much more than a service. It’s about an experience.
At charity: water, our supporters are at the core of who we are. They make our work possible, and it’s important to us that we continually work to enhance their experience.
We personally respond to each inquiry. It’s not only important for us to respond, but it’s also what we love to do. It’s communicating with our supporters that excites and inspires us every day, whether it’s talking about a fundraising campaign, our 100% model, or sharing our founder’s story.
We’ll forever be working toward changing the face of customer service and making it more about an experience. An experience with our team, with our design, and through the stories we tell about the people we serve.”
How Zendesk works with charity: water
As a non-profit organization, charity: water’s supporters are the top priority. “charity: water wouldn’t be where it is today without our supporters,” Supporter Experience Manager Kaitlyn Jankowski said. “We need to hear anything and everything they’re thinking about—whether it’s how much they like a video or if they wish something was different on our fundraising platform.”
charity: water’s mission is to bring clean and safe drinking water to every person in the world. Part of that mission is to deliver the best possible customer experience to every charity: water supporter. And that experience needs to be the same across every interaction the supporter has with charity: water.
“We realize that sometimes the best experience is when information is easily found without the need to contact us directly,” Jankowski said. “This is why our Help Center was a priority for both our supporter experience and creative teams. Our design is simple and beautiful. It’s thoughtful, inviting, and powerful. And Help Center has allowed us to achieve all of these things.”
And when customers do need to reach out for 1:1 support, the supporter experience team is ready. With tools like macros and user tags, the team ensures every interaction is fast, accurate, and on brand.
“Customer service means everything to us,” Jankowski said. “Opening up a dialogue with our customers is the best part of my job. Customer support for us is key to the success of the organization, and having Zendesk help us do that is incredible.”
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Delivering customer service 35% faster
Maintaining a consistent level of service for all
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