Our Supporter Hub helps charities to improve communications with supporters across all their channels.
Mosaic’s omnichannel Supporter Hub, part of our IT Ecosystem, MiWorld, connects all your channels so, no matter how many media your supporters use to talk to you (or us), it can all be answered in a single interaction. This is possible through our API, powered by MiWorld, which allows you to receive messages from anywhere and combines them in a single system such as your in-house CRM or Mosaic’s MiCRM.
By combining your channels, the Supporter Hub can save you both time and money and help you to build better relationships with your supporters through your conversations. All the information you need is immediately accessible in one easy-to-use platform, facilitating rapid responses and fast, informed resolutions.
Our operators can handle communications with your supporters via email, SMS, social media, live chat and, of course, phone calls. If your organisation needs extra support with call handling, ask us about our telephone response handling services.
Whitemail & Head Office Processing
Mosaic's Whitemail and Head Office processing services complement our Charity Supporter Hub, providing a fully secure, cloud-based solution for processing supporter responses. Our solutions can be accessed remotely through MiWorld, supporting charities whose staff are working from home.
Whilst Whitemail rules and processes vary across all clients, we can use our extensive experience to ensure that all donations are processed efficiently and cost-effectively.
Our Channels
Mosaic can handle your communications through a variety of channels, from phone calls to social media messaging services. Whatever channel we are using to communicate with your customers or supporters, we keep them connected 24/7. Our omnichannel solutions allow us to provide them with a personal response quickly and efficiently. Find out more about what we can do for you through our channels below.
Phone
Voice is still the most preferred communication channel for customers and supporters. Gain their loyalty by delivering positive experiences through quick access to a live agent for two-way conversations in situations that are complex, urgent, or emotional.
Social Channels
‘Listen’ for key events in social media and respond quickly to comments and issues posted on Twitter, Facebook, and more. Take personal conversations offline for problem solving and to allow appropriate interactions with customers and supporters.
Live Chat
Interact with customers, prospects, and supporters through live chats on desktop and mobile devices. Create teams for wider discussions, share reports and other crucial files, and connect customers with subject experts within your organisation.
Your customers or supporters value speed and accuracy of information. With a filtered, intelligently routed email system, customer requests can be tracked from submission to resolution. This can help to increase response time, decrease errors, and boost agent productivity.
SMS
Over half of your customers or supporters use their mobile phone for most interactions, primarily communicating via text. SMS-based support will allow them to bypass lengthy IVRs and reach an agent directly. With text-based support, customer or supporter engagement can be as real-time as a voice call and still be simple enough to integrate itself into modern-day life. Ultimately, faster response times and more engagement means more satisfied, loyal customers and supporters.
DISCOVER MiWORLD
MiWorld is Mosaic’s IT Ecosystem, developed to help us deliver flexible response handling, processing and fulfilment solutions for charities. We have a wide range of systems available to suit all budgets.
