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Live Chat FAQ

  • Updated

Contents

 

How do I access Live Chat?

Follow the instructions the TechSoup Support article: How do I contact TechSoup Customer Service?

 

What should I do if I am having issues locating or connecting to the Live Chat?

Follow the instructions and complete all of the troubleshooting in the TechSoup Support articles: 

 

Am I chatting with a real person?

Yes!  You will be connected with one of our skilled TechSoup Customer Service representatives.  Once connected, TechSoup does not use ChatBots or AI to communicate with our members.

While you are in the chat waiting room, you will receive automated messaging requesting information and providing resources. 

 

How long is the average wait time on Live Chat?

During certain times of the year our Live Chat wait times can exceed two hours. 

TechSoup is a 501(c)(3) nonprofit organization who strives the provide quality support with the resources available to us.  We appreciate our members’ patience when we experience delays and are always working towards improving our response times.

 

Why was I kicked out of the Live Chat queue?

When there are wait times over 20 minutes long, browsers have been known to time out while a member is waiting to connect with a TechSoup Customer Service representative.  We recommend periodically posting in the chat window to ensure your browser does not time out and kick you out of the waiting queue.

 

Why can’t I call TechSoup Customer Service?

Beginning January, 2024, TechSoup U.S. Customer Service transitioned to supporting our members exclusively through Live Chat.  As a nonprofit ourselves TechSoup does our best to provide the quality and timely service with the resources we can sustain.   At this time we have determined our resources are best focused on Live Chat support and developing TechSoup’s Digital Solutions and Services program.  

Learn more about TechSoup and the TechSoup Global Network.

Looking for consultation on how TechSoup can best support your organization or interested in the TechSoup Membership options for access to a member support team, peer-to-peer community, solutions, and additional discounts to help you better serve your mission?  Contact TechSoup Customer Success at solutions@techsoup.org to speak with our experts.

Please note, TechSoup Customer Success does not provide account management, eligibility, general customer service support unless you are Quad or Boost member.

 

What can TechSoup help me with?

TechSoup offers a range of support, services, and resources to our members.  The type of support you are looking for will determine which TechSoup team it is best to work with.

TechSoup Customer Service

Use the Live Chat to connect with our customer service team, who can support you with:

  • TechSoup account management (e.g. finding your association code)
  • Eligibility questions
  • Navigating resources and requesting offers on www.techsoup.org
  • Basic product information and support
  • Locating fulfillment information and basic support accessing requested products (e.g. download and installation).

TechSoup Digital Solutions and Services

TechSoup offers support services and resources we have designed for nonprofit organizations like yours! 

Review TechSoup’s Digital Solutions and Services program ensures that your organization has access to the professional services you need to meet your mission objectives. TechSoup strives to support nonprofits, and we've partnered with experienced service providers that were chosen specifically for their expertise in the nonprofit sector.

Not sure what service meets your needs?  Contact TechSoup Customer Success at solutions@techsoup.org to speak with our experts.  We also encourage you to check out the Digital Assessment Tool (DAT).  This is a a free web-based application that helps nonprofit organizations assess their technology needs and understand their digital capabilities. It provides customized recommendations and tools to manage the digital transformation journey.

Please note, TechSoup support services and resources does not provide account management, eligibility, general customer service support, you must use the Live Chat to contact our customer service team instead.

TechSoup Customer Success

Looking for consultation on how TechSoup can best support your organization or interested in the TechSoup Membership options for access to a member support team, peer-to-peer community, solutions, and additional discounts to help you better serve your mission?  Contact TechSoup Customer Success at solutions@techsoup.org to speak with our experts. 

Please note, TechSoup Customer Success does not provide account management, eligibility, general customer service support unless you are Quad or Boost member.

TechSoup Courses and Events

Along with equipping nonprofit organizations with discounts on the tools they need to improve lives globally and locally, TechSoup assists nonprofits and change-makers build the skills they need to succeed. Our events and courses are designed specifically for staff at organizations like yours, where you will learn from experts that have deep experience in the sector and understand your unique needs.

  • TechSoup Courses: For a small fee join over 200 expert-led courses, training, and events designed for nonprofits like yours.
     
  • TechSoup Events and Webinars: Join our free expert-led sessions and discover innovative solutions to enhance your organization's impact. From emerging technology to best practices in nonprofit tech, our events are designed to equip you with the tools and knowledge you need to succeed.

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