Engagement Center Success: Coach Remote Giving Ambassadors With Integrated Chat

That thing we used to call “phonathon” has moved. The Digital Engagement Center is no longer just a location. It’s now about people and software working together to engage our constituents through strategic multichannel touches.

RNL Engage allows your team to harness the power of texting, personalized video, email, mail, and phone to offer your constituents the best possible engagement experience possible. Part of this is having amazing Student Engagement Ambassadors doing great work.

To manage students, you have to keep them motivated. They love to be recognized for good work in real time, just like the boost they get from “likes” on their social media. They also want to have the information they need to do good work, and they want to feel like part of the team. Providing this feedback is hard enough in a traditional center, but it can be nearly impossible when we have to be socially distanced or even working remotely. To help bring your team together RNL has implemented Ambassador Chat in our most recent release.

Ambassador Chat allows your management team to communicate with your engagement ambassadors wherever they are. It pairs with call and contact monitoring so you are right in the mix with the ambassadors in real time.

I’ll show you exactly how it works. Screen 1 shows how, as a manager or supervisor, ambassador chat is accessible through our industry-best employee monitoring interface. From this screen you will be able to see the activity for your Student Ambassadors and use one of the three types of monitoring included (listening to calls, participating, or giving callers private feedback). RNL Engage users can enter chat with the chat bubble next to the Student Ambassador’s name.

Then, simply type your message and hit send! (Screen 2).

The Student Ambassador will be notified in the sidebar and read the message (Screen 3).

When the Student Ambassador responds, you’ll be notified with an exclamation point next to the employee’s name (Screen 4).

Communicating with the team is also crucial. As a manager or a supervisor, you also have the ability to send a message to the entire staff with the Broadcast feature (Screen 5). This is a fantastic way to update people on nightly performance metrics or to spotlight a standout Student Ambassador.

6 additional new features to make your Student Ambassadors more effective

This is just one feature we’ve added to focus on what’s important to advancement leaders as we continue remote and distanced engagement. We’ve also recently added:

• Web Dialer enhancements.
• An interactive Chatbot that can be personalized.
• The ability text a giving link during a conversation with In-Call RNL TXT at the employee level.
• Updates to the employee monitoring visualization.
• Sending test text messages so you can see exactly how your texts look to a donor.
• A Personalized Video Confirmation Module so you can be sure your videos (powered by ThankView) are perfect.

Watch our webinar to learn more about fundraising innovations that will boost donor engagement and your results

The RNL Fundraising team continually work to add more innovations and new releases to our solutions. Check out these innovations and more by watching our webinar, Fundraising Innovations for 2021: RNL Platform Updates.

You can also contact us and set up a time to talk. We are happy to chat with you about how you can keep your Student Ambassadors motivated, your donors engaged, and your results growing.