We interviewed all-in-one church management platform ChurchDesk. Here's how they use Fullview Live to improve onboarding and tech support.
Things used to be different back in the day. The desks were made of actual wood, the ledgers were things you wrote on with ink, and relationship management meant popping into your parishioners’ houses for tea.
Change can be a difficult thing — especially for an institution like the Church, that has remained the same for hundreds of years. Helping the church at scale is not an easy feat, but it’s something ChurchDesk is doing adroitly.
ChurchDesk is a Danish SaaS company that describes itself as an all-in-one management solution to help churches develop and connect with more people.
“Think Hubspot, but for Churches,” explained Kenneth Svenningsen, COO, when I sat down with him recently to discuss how they're using Fullview to offer technical support to a notoriously tech-shy market.
Below, edited and condensed for clarity, is that interview.
Hi, thanks for having me. ChurchDesk is an all-in-one management platform. It helps churches connect with more people, communicate with them more efficiently, build and maintain a website, manage events, and process payments and donations in a seamless, integrated way. I’m COO and involved with product development, support, marketing and special projects.
The church vertical is an interesting space to operate in. Obviously, as one of the world’s oldest institutions, they have very set ways of doing things. Some of those processes are extremely time-consuming and arduous when done manually. We wanted to automate a lot of it so churches could focus more on their communities and less on administrative tasks.
Customer support and CX in general are ways in which we differentiate ourselves and help get our customers familiar and comfortable with doing things this way.
However, there was some hesitancy that we had to overcome being a tech company, and, actually, customer support and CX in general are ways in which we differentiate ourselves and help get our customers familiar and comfortable with doing things this way. That, and we genuinely believe in our product and work very hard to make it the best on the market.
We make sure we are easy to reach and offer our users a variety of ways to get in touch. They can call us on the phone, send us an email or chat with us in-app. Apart from that, we have to be quite intentional about the ways in which we offer things like technical support and onboarding, because so much of this is very new to our clients.
So, for example, we use Fullview’s cobrowsing to help users get familiar with our products and features, but a lot of the time, we do this while talking to users on the phone.
Cobrowsing was something we already used before switching to Fullview, but the company we used before you was based in the UK. When Brexit happened, we wanted to see if we could find an EU-based cobrowsing company instead.
I follow the startup scene in Denmark and it was in connection with your recent funding announcement that I discovered Fullview.
I follow the startup scene in Denmark and actually, it was in connection with your recent funding announcement that I discovered Fullview.
One of the main reasons we chose Fullview was because of your transparency and commitment to GDPR. It was very important to us that all our user data be stored in the EU, which Fullview does.
Apart from that, we really liked how responsive your team was and how good your own support is.
Finally, it’s a great product. It makes things easier for both us and our customers. The previous cobrowsing solution we used required some legwork for our users, which made things much harder than they needed to be. With Fullview, all they have to do is accept the call and we’re good to go.
The process is more seamless, so it’s easier to escalate the issues that can’t be resolved via chat or email — we just cobrowse with our users to solve an issue or teach them how to use a feature. For the trickier calls, it has definitely been good for our time-to-resolution.
And you know, talking about CSAT or customer satisfaction in general, support is an integral part of that, so we’ll always keep investing in the best tech and processes to make it better. Fullview fits in very nicely into that picture.
Yes, definitely, for a few reasons. When it comes to European companies or companies operating in the European market in particular, it’s great that Fullview is an EU-based company that takes GDPR seriously and doesn’t have an American parent company. All data is stored within the EU, which is another huge checkmark in your favor.
Fullview’s features are well thought out and easy to use. The fact that our end users don’t have to lift a finger or bother with downloads is a huge plus for us and any company that uses Fullview.
For everyone at large, Fullview’s features are well thought out and easy to use. The fact that our end users don’t have to lift a finger or bother with downloads is a huge plus for us. And I’m sure it will be for any company that uses Fullview.