Who’s behind LGL support?

So often we hear from customers that when they need help using LGL, they want to be able to interact with a real person. We get it! When we struggle to resolve an issue we’re having, we want our questions answered by an expert, too.

That’s why, though many companies are embracing the use of AI and chatbots or are outsourcing their support operations, Little Green Light remains committed to providing high-level customer support by email in-house with a dedicated team of experienced staff.

From Day 1, Little Green Light has been invested in providing responsive and knowledgeable support to all our customers and prospective customers. And we believe the best way to do that is to have a team of people who are not only experts in using Little Green Light but also have experience in nonprofit development.

This means our support team can assist you in learning how to use LGL effectively because they have a solid understanding of nonprofit best practices. We have found this to be key for organizations with staff and volunteers who are new to nonprofit fundraising using a donor management software solution like LGL.

Learn who’s behind LGL’s support team

Our frontline support team

This team of amazing professionals is the backbone of our support operations. They are the ones who are available to answer the questions you pose from your LGL account or from the LGL website. They love hearing from you and providing timely responses (often responding and helping to resolve your issues within an hour!).

They can help with all sorts of questions, from how to add new team members to your account to helping iron out a particularly thorny report generation question—and everything in between! No question is too big or too small. We’d much rather you contact us and ask a question than spend lots of time and energy on a frustrating issue all on your own.

And remember, it costs nothing extra to receive this high level of support. It is all part of the service we provide to all our customers—prospective as well as subscribing.

Our technical support team

This team is led by Nick, the co-founder of LGL, and provides more technical kinds of support to our customers. From responding to requests for new functionality to addressing and squashing any pesky bugs, these three are experts on ensuring LGL is working as effectively as possible for our customers. Our frontline support team members will refer more technical-type requests to the technical support team.

Stay tuned to our social media platforms for more ways to get to know our LGL team. Follow us on Facebook, LinkedIn, YouTube, and Instagram.

How can I interact with the LGL support team?

We provide support to our customers (and prospective customers) in two primary ways: By email and in small-group customer Q&A webinars.

Email support

In our many years of experience helping customers use LGL, we have found that email is the most effective and efficient way to troubleshoot customer issues.

Contacting us via the Help page in your LGL account lets us assist you effectively and efficiently. Here’s why:

• Our support team immediately sees which account you’re in. This means we can focus on your question right away, rather than needing to take time searching for or verifying your account.
• Submitting the form creates a written record of your issue and its resolution for your future reference and ours, which can be beneficial when you’re in a hurry and need to remember how to handle something you or a person on your team may have asked about previously.
• Multiple members of our team can look at your help request together in order to understand the problem and determine the most effective steps to resolve it. We want you to receive the best assistance we can offer, and sometimes two heads are better than one!

Small-group Q&A webinars with an LGL expert

In addition to email support, we also offer multiple live webinar Q&A sessions every week where we work through questions (submitted ahead of time) in a demonstration account. This is a great opportunity to talk through ideas with an LGL expert and watch them show you how to accomplish what you need to do in LGL. You can find and register for these sessions on the Help page in your account.

What do our customers say about LGL support?

Customers who use our email support consistently give us rave reviews and excellent ratings. Initially, some customers have concerns about contacting us by email, but once they do they are often pleased with the results!

Here are a few comments we’ve received recently:

“Customer support is outstanding, with quick response and helpful suggestions to achieve desired function or process.” – Dave C.

“Whenever we have a question or issue, the response time for our emailed requests for customer support is excellent. We haven’t had to wait more than an hour for a return email with helpful guidance. We are very happy with our experience!” – Deborah M.

“Initially, what I liked least was that there was no live phone or chat support; email only. But, the longer I use LGL and see how little I need support, the more I don’t mind it at all. Plus email support usually replies quickly and has the solution I need.” – Sarah N.

“Overall: I can’t say enough good things about LGL support. All the questions and problems I have had have been dealt with via their knowledge base, online training documentation and videos, and their periodic online group training sessions. Anything that needed a support person to get involved was handled above and beyond my expectations. Any support request I submitted was responded to within an hour or so and if it had to be escalated for next level assistance it would never be more than a day for a response and resolution. The excellent support is not something I’m used to finding when dealing with vendors online these days, so kudos to LGL.” – Verified Capterra Reviewer

“Customer support (via email) is excellent; quick, knowledgeable, helpful/friendly.”        – John R.

“The support team has always been great and has even incorporated one of my suggestions for enhancements.” – Liz C.

“If and when I do come across issues or questions with the software, even my specific use (or misuse) of it, the LGL Help resources can usually direct me to a solution. If I can’t find help there, the LGL support team always has a solution for me in a timely manner.” – Aleena R.

Do you, too, love LGL support? We’d love for you to leave us a review!