At akoyaGO, providing exceptional support is not just a service—it’s a commitment. As the leading modern software solution for foundations, our mission is to empower our clients to make the most of their time, data, and resources. In 2024, we celebrated a 30% increase in the number of foundations using akoyaGO, contributing to an impressive 100% growth over the past three years. With this growth, we’ve made it a priority to evolve and enhance our Support services to meet the needs of our expanding user community.
Through restructured processes, innovative tools like GOsupport, and collaboration opportunities such as our EMPOWERED user conference, we’ve taken significant strides in improving our client experience. As a result, 90% of clients rated akoyaGO support services 3 out of 3 stars in 2024. Join us as we highlight the changes we’ve made, the tools we’ve introduced, and the vibrant community we continue to nurture to provide exceptional support.
Nearly 90% of clients rated akoyaGO support services 3 out of 3 stars
akoyaGO Client Support
One of the defining strengths of akoyaGO is its ability to offer an out-of-the-box solution while remaining highly configurable to meet the unique needs of each client. While our software delivers immediate value with built-in tools and features, we understand that no two foundations operate the same way. This flexibility allows foundations to tailor akoyaGO to their workflows, priorities, and challenges.
Out of the box support, new work configurations, training, and consulting fall under the scope of our dedicated Support team. Whether it’s troubleshooting an issue, guiding users through system configurations, or implementing tailored solutions, our team ensures that every client receives the assistance they need to fully leverage akoyaGO’s capabilities. This holistic approach empowers foundations to confidently tackle their daily operations while optimizing their systems to align with their unique goals.
Insights from Our Manager of Client Solutions
Leading the charge in akoyaGO’s support evolution is Chelsey Wagoner, our Manager of Client Solutions. Chelsey’s dedication to empowering foundations has been instrumental in shaping the tools, processes, and community-focused approach that define our Support services today.
Here’s what Chelsey had to share about the strides we’ve made and the vision for the future:
At akoyaGO, we continuously strive to improve how we respond to, communicate during, and close cases. To achieve this, we’ve implemented a metric to track support cases open longer than 14 days, ensuring we prioritize resolving them as efficiently as possible. We also monitor weekly closures and focus on reducing cases that exceed that 14-day benchmark. Alongside these changes, enhancements to our testing processes before product releases have reduced the overall number of submitted cases, reflecting our commitment to product quality.
These updates, along with better case communication, have been well-received by our clients, as evidenced by their feedback. Our emphasis on clear, human communication and transparency about resolution timelines has fostered greater trust. Beyond case handling, we aim to reduce the total number of incoming cases by improving our product and equipping users with resources like knowledge articles, webinars, implementation support, and ongoing training opportunities.
Chelsey’s leadership underscores that exceptional support goes beyond resolving issues—it’s about fostering relationships, building trust, and empowering our clients to achieve their goals.
A Community-Centered Approach to Support
At the core of akoyaGO’s philosophy is our commitment to building a supportive and collaborative community. By listening to our clients’ feedback, we’ve transformed how we deliver support, using their insights to innovate and improve.
Here’s what clients have shared about their experiences:
This feedback is a testament to the comprehensive support ecosystem we’ve built, encompassing tools like GOsupport for managing support concerns, opportunities for growth and connection at EMPOWERED, tailored discussions in User Groups, actionable insights provided through our Support Webinars, and ongoing learning opportunities through our Training Menu.
GOsupport: A Hub for Connection and Resolution
Launched as part of our commitment to client success, GOsupport centralizes the support experience. The portal allows users to:
- Create and Track Cases: Submit issues or questions and track their progress through resolution.
- Access Knowledge Resources: Updated guides provide clients with on-demand insights into akoyaGO’s features and functionalities.
- Engage in Peer-to-Peer Forums: A space where clients connect, share challenges, and crowdsource solutions from a knowledgeable network of peers.
GOsupport has introduced key improvements to the Support process, allowing clients to provide more details when submitting a case, comment on the process during an open case, and view active and closed cases. This structured case management ensures clear communication and streamlined resolutions. Furthermore, GOsupport doubles as a Knowledge Base, where we prioritize updating and expanding documentation to better serve our users.
This tool reflects our effort to streamline support processes while empowering clients to resolve issues more efficiently. And we’re seeing the results—faster case resolution times and feedback surveys reveal increased satisfaction with the clarity and speed of responses.
EMPOWERED: Building Networks and Enhancing Expertise
Our EMPOWERED user conference is another pillar of our client support strategy. In 2024, more than 200 foundation professionals attended, making it our largest and most engaging event yet.
EMPOWERED offers:
- A robust schedule of training and best practice sessions tailored to different user needs.
- Walk up support sessions with our team, offering clients personalized guidance.
- Networking opportunities to connect with other foundation professionals.
In August 2025, EMPOWERED is set to be bigger and better than ever. Curious to know more about the growing premier hub for learning, sharing, and innovation?
User Groups and Support Webinars: Insights at Your Fingertips
To further engage our community, we host bimonthly user group sessions focused on key topics like Grants and Scholarships, Finance, Donor Relations, and Administrators, as well as a dedicated session for Private Foundations. These sessions are more than just discussions—they are spaces for collaboration, where clients share best practices, troubleshoot challenges, and exchange ideas to make the most of akoyaGO’s capabilities.
These tailored sessions foster connections among clients while reinforcing our commitment to personalized support. Attendees have shared their appreciation:
Additionally, our support webinars cover topics like budgeting, dashboards, and donor management. These sessions build on client feedback, providing actionable insights that help users maximize akoyaGO’s capabilities.
The webinar schedule has been carefully designed to complement the courses offered at EMPOWERED 2025, ensuring consistent learning opportunities for clients before, during, and after the conference. Each webinar builds on client feedback, ensuring we address the most pressing needs of our community.
Training for Clients and Staff
In 2024, we also introduced a new Training Menu for clients, offering consistent opportunities to learn how the system works out of the box while helping staff improve and maintain their system knowledge.
Internally, we launched an official Certification Program to enhance domain knowledge across all products, ensuring our team is better equipped to support clients. This dual focus on training—both for our users and our staff—has strengthened our ability to provide exceptional support while empowering clients to thrive.
Celebrating Progress, Looking Ahead
While we acknowledge there is always room for growth, we take immense pride in the significant progress we’ve made. The momentum we’ve built is not only felt by our clients—it’s reflected in measurable results. Starting in 2025, support tickets have been reduced to an average of 0.5 per client over a six-week period.
From refining how we analyze, assign, and categorize cases to expanding GOsupport and fostering stronger community connections, these efforts underscore our unwavering dedication to client success.
Our users are at the heart of this journey. Their feedback sparks innovation, and their achievements inspire our purpose.
Looking forward, we plan to continue enhancing GOsupport, expand our webinar series, and create more opportunities for clients to connect through regional meetups and virtual user groups.
akoyaGO is not just a vendor, but a partner committed to helping achieve foundations’ missions.
Gratitude for Our Growing Community
As akoyaGO continues to grow, so does our deep gratitude for the trust our clients place in us. The dedication and innovation of the foundation professionals who use our tools inspire us to continually raise the bar. We’re not just creating software; we’re fostering partnerships that empower organizations to drive meaningful change in their communities.
Your feedback and collaboration fuel our journey, guiding us to refine and innovate. Together, we are not only setting the standard for efficient philanthropy but shaping its future—one impactful solution at a time.
