What is "excellent" customer support?

Over 83% of us would choose a real person over automation for complex issues, and four in ten have switched providers due to poor customer service.*

Which is why we’re especially proud that in a recent poll, 87% of Charitylog users rated our customer support as "excellent".

But just what does "excellent" mean?

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"Excellent support" means fast, empathetic, personalised support. Not lengthy queues. Not impersonal automation. Not scripted responses that can’t handle nuance.

In-house teams rooted in their organisation can often meet customer needs more effectively than remote models. They’re not just answering tickets. They understand the product, know the developers and can speak to them directly. They share knowledge and resolve issues before they spread.

For charities, that personal touch matters.

With a charity CRM, data, reporting and compliance are critical. Responsive human support can mean a funding report submitted on time, outcomes properly monitored or crucial data protected.

Many CRM providers rely on outsourced or scripted call centres.

At Charitylog, our support team is fully in-house. They’re charity CRM experts who work alongside our developers and trainers every day and understand the realities charities face.

• Meet the team here

• Already a Charitylog user? Read all about how to get support

* Sources for figures quoted: 8x8 Streetview Survey, UK (2025) and MaxContact “Voice of the Consumer” Report, UK (2025)