❖ Heads up! This article is intended for Site Managers.
Got questions about using the Get Connected site? Want to see what other site managers are asking about? You can attend an Open Zoom session! Please note that there's a fee associated with Open Zoom sessions. If this is something you would like to join, please contact us. Depending on your contract, you may have to purchase Open Zoom credits.
How does it work?
Contact us to purchase Open Zoom sessions and then attend a session! That's it! We host Open Zoom sessions for Sustain Clients every Thursday at 3 pm. When you attend a session:
- Two of our Customer Experience team experts are there to answer your questions, provide additional resources, and share ideas and tips.
- There may be additional team members there in the background from time to time. They are usually new to our team and in the process of learning how everything works!
- Other Sustain client Site Managers are there with you to share ideas and ask questions.
- This is a great place to see what other Site Managers are asking!
- You are attending alongside other single-cause organizations like Habitat for Humanities, food banks, churches, and more!
How do I prepare?
The simplest way to prepare for your Open Zoom session is to write down your questions. Keep in mind that this is an open forum—i.e., other Site Managers may be present. This means we won't be able to pull up a client site during the Zoom session. This is to ensure we protect the privacy of you and your site's users. It's best if your questions are more generalized, e.g.,
- How do I customize a program profile page?
- How can I boost volunteer engagement?
- Is there a way to upload files to my site?
These are only a few examples of the types of questions that are great for asking in the public forum.
What not to ask in an Open Zoom session
We shared a few examples of the questions we encourage you to ask in an Open Zoom session. Let's take a look at the types of questions we recommend avoiding:
- Why is John Smith missing hours from his profile?
- Why is my check-in kiosk not launching from the Program page?
- What happened to the Event I just posted?
Remember, we can't pull up a specific client site while in the Open Zoom session. This is to protect you, your site, and your site users' personal and private information. The Open Zoom forum is also not the place to make product suggestions.
- We have a specific forum you can access from the help center to share your awesome ideas with us!
- Fun fact! Most of the product suggestions we've implemented have come from our Site Managers. So don't be afraid to share how you believe we can enhance the site—we love collaborating with our clients to improve you and your users' experience.
Open Zoom etiquette
We strive to provide you with the best customer experience when you become our client. We have also created educational resources and more to ensure you can use your Get Connected site with confidence. Providing clients with professional, personalized, and respectful assistance is our mission. We're also human and understand it's frustrating when we don't receive the exact answer we're hoping for. In an Open Zoom, we ask that all clients:
- Please be respectful to our Customer Experience team and other Sustain clients
- Share the space with fellow Site Managers—i.e., take turns asking questions and receiving guidance
- Save product suggestions for the Product Suggestion Forum where they can be addressed by the appropriate channels
- Avoid asking personal site-specific questions