Neon One, the Nonprofit Relationship Management Platform, today announced its offering free live customer support for every customer, regardless of organization size or subscription tier. The update includes live chat, phone, and email support to ensure all nonprofits receive immediate solutions from experts who understand their work.
At Neon One, the decision to expand support access grew out of a larger commitment to improve the customer experience through faster, more accessible, and dedicated support.
“Our customers are running food pantries and community programs, managing operations and donor campaigns, and doing it all with lean teams and real stakes,” said Keith Reed, Chief Executive Officer of Neon One. “When I looked at the support experience we were delivering, it wasn’t good enough, so rebuilding it became the first priority in 2025. The fact that we saw a 54% year-over-year increase in new customers proves that when you get the customer experience right, the business follows.”
Expert Support and AI Enablement Drive Immediate Results
The support expansion follows a significant investment in Neon One’s customer support operations that began in 2025. The company introduced a new internal support model centered around what the team calls “fixed, fast, and friendly” service, with a focus on reducing response times, improving issue resolution, and creating a more consistent experience across onboarding, training, and customer support.
The central part of that investment was people. In September 2025, Neon One transitioned to a U.S.-based support team in Oklahoma City, selected specifically for their product expertise, nonprofit fluency, and the kind of conversational warmth that matters when working with mission-driven organizations under pressure. The team delivered immediately, reaching 84% customer satisfaction scores while still in the ramp-up period.
Alongside that, Neon One launched ACE, its AI-support agent, which handles routine how-to questions instantly through 24/7 live chat. The purpose of ACE was three-fold: provide immediate support, drastically reduce time to resolution, and redirect team resources from the quick response tickets to the one-on-one consultative support that nuanced questions need.
The results of the broader support overhaul are visible in both the data and the feedback Neon One has received from customers.
An Award-Winning Customer Support Team
Average ticket resolution time dropped from 40 hours to 2 hours, a 95% improvement, and customer satisfaction scores climbed from 65% to a record 97% in May 2026, while new customer bookings grew 54% year-over-year. These proof points recently earned Neon One a Silver Stevie® Award for Customer Support Team of the Year, beating out more than 3,700 U.S. businesses who applied for an award.
The Stevie Award recognized what customers had already begun to notice in their day-to-day experience with the company.
One longtime customer recently wrote:
“Honestly, NeonCRM’s support had been steadily declining for years and was making me feel a bit uneasy about sticking with the product. This latest interaction was stellar, and it’s what I remember Neon’s support to be like 10 years ago and have missed.”
The expanded support offering reflects Neon One’s broader focus on helping small and midsize nonprofits build stronger relationships with donors, volunteers, members, and their communities through technology that is approachable, practical, and designed around the realities of nonprofit work.
“The people who call us are doing some of the hardest, most meaningful work in their communities,” said Meaghan Misener, VP of Customer Support and Enablement. “When they’re stuck, we want them to feel like they have someone in their corner. Not a ticket number, not a chatbot, but a person who understands their work and cares about the outcome. That’s the standard we hold ourselves to.”
Learn more about Neon One’s live support and full platform here.
About Neon One
Neon One is the leading Nonprofit Relationship Management Platform designed to help small-to-midsize nonprofits cultivate the personal connections that fuel growth. Its unified system offers a complete view of every supporter, enabling organizations to manage fundraising, memberships, events, communications, and payments in one integrated system. Learn more at neonone.com.
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