Thank you message not being included

[dstoker]

Since Thurs Feb 5, 2014 our receipt has been going out without the Thank You Message included (4 transactions).
I cannot see a pattern by checkout page or some other factor. The thank you message is still in the appropriate place when accessed through the admin portal. Any guidance?
Account: 18016 WID: 47819, 94049

[CnP.Support]

Good day!

Please see the update release note: http://forums.clickandpledge.com/showthread.php?t=2305

We are consolidating the receipt to make it more customizable with less fixed text. Clients have been asking for removal of the fixed "Thanks for your payment" and the associated text. With this change all fixed text has been removed allowing you to customize the receipt header by typing it in the organization information box.

It may help to subscribe to the "News & Update" forum to be notified of all changes and pending updates.

Please let us know if we can be of any further assistance.

[dstoker]

Thank you.
Just a bit of feedback - communication is everything in fundraising. Suddenly removing the thank you message to donors with the notification to your clients being one bullet point among minor product updates and the admin interface/descriptions not changing at all/not being intuitive, is not a great way to roll out a product change, particularly one that changes the central communication exchange of the transaction for your clients...it doesn't build confidence that you know your clients core needs and the sensitivity of donor relations...

We appreciate the continued product improvements but having to always be on edge about when might the system go down next, when some product change might upset existing processes is taxing.

[dstoker]

In light of the change can the character limit on the "Address/Organization Information" field please be extended since it will now incorporate a full message of thanks and not just an address. Thanks. As I'm moving my content between the two fields I'm getting error messages of 800 character limits in the Address/Org Info field. Thanks.

[CnP.Support]

Good day!

Sure- I will request it to be extended - possibly to 2000 characters.

We will update the news release section once the update is available.

[CnP.Support]

Good day!

I agree with you. Unfortunately we are giving up on emailing our clients with updates. With each update we see an open rate of 1% and unsubscribe rate of 5%.

It is always a hard call to email to clients with small changes that causes the loss of so many customers in the subscription list. Given a major release or issue a large number of our clients have put themselves in the don't email again with our provider and as such they never get an email from us. A very hard situation to be in.

We will try harder.

[dstoker]

Thanks and thanks. Indeed tricky with email, I've been there. Having dealt with multiple vendors my recommendation would be to separate your general client newsletter/new product offering emails from critical administrative communications - namely anything that would cause the core service to go down or not work or the donor experience to be changed dramatically. Those type communications shouldn't have to be opt-in/opt-out. The style of email helps too, if its too branded and packaged like a newsletter then its easy to dismiss and unsubscribe, we all have overflowing administrative inboxes, but if the formating is such that it is clear that there is money potentially to be cut off or service going down, etc that will have a high open/response rate, generally less branded, more personal. Good luck.