Overall, I love the ease of use of the software. My team isn't intimidated by it and are able to get on and navigate it well. Usually, if there is something that isn't easily available, the Kindful team will find a work around for the problem.
I love the ease of use of this software. And when I don't know how to do something, their customer service team is always available to talk and will figure it out. Kindful's customer service is beyond anything I have ever experienced.
There are a couple of features that I think should be available but are not. However, I have found that no software has it all.
Likelihood to recommend: 9/10
In general it has been good in that it enabled us to take payments from donors and recurring payments and ACH payments. But I feel that we are struggling to get it working the way it should or to fully meet our needs.
I really like the fact that Kindful has a clean interface and makes certain things really simple: e.g. running a campaign, accepting donations online, setting up automatic emails to thank people, etc.
Somethings just seem much harder than they should be. e.g. (1) designing reports to work the way you want them to. In most cases you have to export it to Excel and muck around with it there - even things like column ordering is non definable. (2) Integration with Mailchimp for instance works, as long as you do it exactly as they want. For instance, Mailchimp sets users Country to "United States", Kindful sets it to "United States of America". So, guess what - the contacts will not sync to Mailchimp! I updated all the country names in Mailchimp and it still did not work. Advice from Kindful= perhaps don't collect that information!? (3) Groups sound powerful (e.g. group all the people who live in a certain geographic area) BUT they are not dynamic. So you add a new user for that area and they don't end up in the group! Until you re-run the rules or manually add them to the group. This is super unhelpful - there definitely ought to be an auto-update option. (4) When you set up groups based on a set of rules, you can't go back and edit the criteria for the selection. I don't think you can even see what the criteria was...?? It's frustrating because the software has lots of great features and it works hard to be simple. It's just that somethings don't work as well as you expect them to. I don't think that this is a trade off of functionality for simplicity's sake - it just seems lacking in places.
Likelihood to recommend: 7/10
We originally switched over to Kindful because we were told that it was a partner with Network for Good and were told that the two would work seamlessly together. We found out very quickly this was not the case (this was not Kindful's fault, but what we were told by Network for Good). We were also told that we could do the import of data ourselves, and import all the data that we needed to (this was also on the end of the sales person at NFG not Kindful). This information was also incorrect and we found out after we signed the contract that we could only import contact information and basic donations (not soft-credits, or notes, or relationships or groups). I have spent months trying to update the database with all that information. I could have handled this, if it weren't for the lack of robustness in reporting. The report function is very limited and you can't get out everything in the database (like relationships or soft-credits). Also, the queries, although they look very slick, are not robust at all. I ended up exporting a lot of my data and manipulating it in excel because I couldn't get the Kindful queries to do what I want. Also, even with the data I could get out, I couldn't rely on it being accurate. Many times there was data I had deleted and it did not show up on the front end of the database when I searched, but when I did an export the information was there. So I couldn't even trust the data that I got out. After 6 month of frustration we decided to switch databases again. I will say that the costumer service is very quick to respond, although half the time the answer was "sorry the database won't do that." And in the now ten months we have used Kindful they have added on some features that were lacking. I feel like eventually they will be a good database, but the execution just isn't there yet and I don't have time to wait for them to get the database where it needs to be so it saves me time instead of makes more work for me. I hate to give a negative review because they are very friendly and helpful, but unfortunately the experience with the database has been far from ideal.
Nice interface easy to enter basic data easy to learn the basics Nice step up from excel if you want basic data storage and basic searches and reports Good customer service
Queries not very robust Reporting options not very robust Data glitches acknowledgement features for letters are limited
We hate to hear that you’ve not had the experience with Kindful that was promised by Network for Good when they sold our product to you. Looking back through our records, it seems that you didn’t have any calls with our Sales team, or with our Customer Success team to help streamline the onboarding process as you transitioned into our database. We regret this as we have these processes in place, and even since then we have created a more specific and streamlined success process that focuses on this so the transition is as seamless as possible.
We pride ourselves on making sure we find organizations that are the right fit for Kindful. We really have enjoyed working with you all for the past year, and I think it could have been possible for this to work had the expectations been correct on the front end.
We are making a ton of improvements and new functionalities are being added daily, and while we regret that you’ve not had your ideal experience, we welcome your organization to return to Kindful in the future if you feel our database matches your needs.
Likelihood to recommend: 1/10
We use Kindful for all our donor, sponsor and grant tracking. It has all the features of any of the competitors and has an aesthetically pleasing, easy to use interface. I love the follow up tasks option, which helps for good donors stewardship. It also recently has a Wealth Data option integrated into the software. We don't pay for the extra, but event with our minimal plan, we get a little information. It's been great for a smooth transition in staff, since it's easy to see donor giving history, relationships with other people/org, as well as contact histroy.
The customer service is INSANE. It's timely and they will work with you until theyu find a solution. Even more, many issues I've had have been resolved when they do updates. They really listen to their customers and take their feedback into mind when doing updates.
There are very limited options for customizing mail. It's a great option to be able to automatically send tax receipts, but I wish we could upload a custom header. You can upload your logo, but it appears small on the pdf.
Likelihood to recommend: 10/10
Our donor retention has increased, our organization and capacity for communication has more than double. We love Kindful!
When we decided to implement Kindful as our donor management and CRM software, we didn't realize the gift that we were giving ourselves as an organization. Kindful has allowed us to grow and scale in a way that wasn't possible before implementation. It has given us insight and helped us with donor retention. It has reduced our workload and made growth possible.
It's such a powerful tool that it can be difficult to learn sometimes; however, compared to other tools out there, it's a beautiful interface with a much shorter learning curve.
Likelihood to recommend: 10/10
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