— KEY TAKEAWAYS
The common mistake many companies make is assuming that AI efficiency means less human contact. At Neon One, we showed how AI tools can actually clear space for more person-to-person conversations.
- We put our new AI agent ACE to work behind the scenes on lookups, account checks, and routine queries—the kinds of answers that don’t require a human touch.
- By allowing ACE to handle all those routine questions, our human representatives were now freed up to focus on the tougher queries, where judgement and empathy were paramount, via live chat and phone.
- All the new capacity became a new standard: live phone and chat support is now included for every active customer, with no premium tier required.
- The results: CSAT scores rose from the mid-60s to the mid-90s, initial responses came 80% faster, and over 1,000 customers reached out to say the change transformed how they work with Neon One.
When most people hear that a company is integrating artificial intelligence into its customer support, they brace themselves for the worst. We’ve all been trapped in frustrating chatbot loops, forced to repeat our questions to a bot that does not understand, only to end up more stranded than when we started.
But when we decided to lean into AI at Neon One, our goal was the exact opposite: we wanted to use technology to pull us closer to you, not push you away.
Our core purpose has always been supporting your mission no matter the size of your organization or the scale of your operations. We believe that getting help when you need it shouldn’t be locked behind an expensive premium tier or hidden behind frustrating support forms. Upgrading your plan shouldn’t be a prerequisite for getting quick, reliable answers from real human experts.
By introducing smart AI tools like ACE to handle background lookups and routine tasks, we freed up our team’s schedule and unlocked massive capacity to support you and your work. That has allowed us to take a major step forward: live phone and chat support is now included as part of our core offering for every single active team.
What Changed: Transforming AI Efficiency into Human Access
For years, the standard approach in software support was a trade-off. If you wanted instant answers, you had to settle for automated bots. If you wanted live human support on the phone, you had to pay top-dollar enterprise fees.
We reject that model.
Instead, we integrated intelligent AI tooling into our internal support systems to handle instant data lookups, account checks, and standard informational queries behind the scenes. Because AI can handle those critical but necessary tasks, our human team isn’t buried in a rising ticket queue.
That means our human experts can focus entirely on what they do best: applying their judgement, empathy, critical thinking, and deep problem-solving to the complex issues that matter most to your day-to-day work.
The Impact on Your Experience By the Numbers
We didn’t just hope that this shift would feel better for you. We measured it closely! The feedback from hundreds of customers confirmed that blending smart AI with expanded human access delivers a dramatically better support experience.
| What We Measured | What It Means for Your Nonprofit |
|---|---|
| CSAT Improvement | Customer Satisfaction scores climbed from the mid-60s to the mid-90s. |
| Response Speed | Customers get initial responses to their needs 80% faster. |
| Improved Quality | 500+ customers explicitly celebrated the noticeable jump in response quality. |
| Faster Resolutions | 550+ customers reached out to highlight the quick response speed of support. |
Over 1,000 customers have reached out directly to let us know that this combination of instant answers for simple queries and deep human support for tough problems has transformed how they work with us.
What You Can Expect When You Reach Out to Us
Whether you are a team of one running everything on your own or a large enterprise scaling up operations, here is what our support commitment looks like for you today:
1. Universal Live Chat and Phone Support
Live chat and phone support are now open to every active account. You don’t need a special support package or an upgraded subscription tier to talk to a human. Our phone lines are staffed Monday through Friday, 7 am – 7 pm CST, and Saturdays 10:30 am – 7 pm CST. You can reach us at 888-860-6366.
2. Zero Waiting for Simple Tasks
When you need a quick verification or standard information lookup, our AI tool processes it instantly. You don’t have to wait in line for hours just to get a simple answer.
3. A Dedicated Partner When Judgement & Empathy Matter
When you run into a roadblock, an unexpected edge case, or a stressful technical challenge, you get connected to a trained human partner. Because our team isn’t forced to rush through tickets to clear a massive backlog, they have the time, authority, and emotional bandwidth to talk with you, dig into your request, and solve your problem thoroughly.
Our Promise to You
Technology should make doing business easier and less stressful, not more distant.
We will continue using AI behind the scenes to eliminate waiting times, automate repetitive tasks, and keep our systems running smoothly. But whenever you hit a roadblock, need advice, or require deep problem-solving, our human experts will be right there on the line, listening, caring, and ready to help you succeed.
Author Bio
Meaghan Misener, Vice President of Customer Support & Enablement
Meaghan Misener is Vice President of Customer Support and Enablement at Neon One, where she leads the team on the front lines of helping nonprofits succeed with their tech. Under her leadership, the team cut average ticket resolution times from 40 hours to just two and boosted CSAT scores from 65% to a record 97%, building AI-powered support tools that speed up answers while keeping complex issues in the hands of expert humans. That work earned the team a Silver Stevie® Award for Customer Support Team of the Year in the 2026 American Business Awards®.
