Award-winning nonprofit CRM support—free for every customer.
Every Neon One customer, from a grassroots org to an enterprise foundation, gets the same free live chat, phone, and email support. Backed by a 90% satisfaction score and a 2026 Stevie Award.
90%
Customer Support satisfaction score
*Average CSAT last 3 months
67 seconds
To connect with support via phone
>2 minutes
Average time to live chat response
40%
Questions resolved instantly by ACE, our AI agent
What’s included in Neon One’s free live support?
Even the most intuitive software is only as good as the support behind it.
Free live support is the foundation.
Every Neon One customer also gets proactive account management, live enablement sessions, and on-demand training so that your team stays ahead, not just afloat.
Account Management
Continue learning how to make the most of your system with our Customer Account Management Team. Your dedicated Account Manager will keep you posted on new features, courses, events, and information about underused features that can take your organization to the next level.
Enablement
The Customer Enablement Team is your secret weapon. They host webinars and group trainings that combine industry best practices with customized tips to make it easy for you to stay ahead of the curve. Is that one reporting question keeping you up at night? Join the team’s office hours. If they can’t answer, they’ll find the person who can.
Education
Learn new skills or onboard new users with Neon One Academy’s online courses, tutorials, simulations, and real-time practice opportunities. On-demand, 24/7 access and bite-sized lessons means your team can get ramped quickly.
How does Neon One support compare to other CRMs?
Other CRMs charge extra for top-tier support. With Neon One, it’s all included, all the time—so your budget goes toward your mission, not your software.
| Neon One | Bloomerang | DonorPerfect | Givebutter | |
|---|---|---|---|---|
| Included | Included | Added Cost | Included | |
| Live Chat | Included | Included | Included | Included |
| Phone | Included | Added Cost | Added Cost | Added Cost |
“We have been using Neon One for over a year and can’t say enough positive things about this platform AND the teams that support it.”
—Denny M., Verified G2 Review
Neon One was named a “Best Support Department of the Year” by the American Business Awards for 2026.
G2 named Neon CRM as one of the 10 Best Nonprofit CRMs in 2026, and customer support was a big reason why.
Neon One customers love our award-winning team.
“Taylor was a joy to work with! I came to Taylor with a pretty involved problem that took some time to untangle and address. Taylor was patient, professional, collaborative, and always optimistic in their approach. Ultimately we solved the problem and my customer was very pleased with the final result. I would love to work with Taylor again when I need assistance.”
“Kayla was extremely helpful and quick to solve my problem. She was very knowledgeable and I truly appreciated the screenshots she shared so I was able to see, step by step, how my issue had occurred and what I could do to resolve it in case it happens again in the future. This really helped me to feel confident about my use of Neon.”
“It was very helpful — your agent was patient and worked with me to find the solution. Excellent service! Note: I declined to download the software that would allow remote screen sharing, and the agent worked with me through screenshots and explanations. Definitely going above and beyond.”
Neon One’s support had a reputation. Now it has a Stevie Award.
Talk to our team and see what’s changed and why it matters for your nonprofit.
Neon One Customer Support FAQs
Neon One launched a revamped support framework in 2025, which we built on the principle of providing “fixed, fast, and friendly” service. This initiative prioritized slashing response times, enhancing the quality of problem resolution, and establishing a seamless journey for users through onboarding, educational training, and ongoing support.
The impact was immediate. After a move to a fully U.S.-based support structure in September 2025, the average time to resolve tickets plummeted by 95%, falling from 40 hours to just 2 hours. Customer satisfaction reached an all-time peak of 97% by May 2026. This excellence was recognized with a Silver Stevie® Award for Customer Support Team of the Year, a distinction won against a field of over 3,700 U.S. competitors.
All Neon One customers enjoy live chat, phone, and email support at no extra cost. These three separate layers of support ensure you can always get help when you need it! Our AI virtual agent, ACE, is available 24/7 via chat to help with simple queries, and customers also have several ways to connect directly with our team. Our US-based team is available Monday through Friday from 7:00 a.m. to 7:00 p.m. CT via email at [email protected], by live chat directly within your CRM, and on the phone.
Yes! We offer a full suite of training options, starting with a two-week orientation for new Neon CRM customers to help you learn the basics. Once your system is up and running, your staff can learn at their own pace using the Neon One Academy, which features online courses, tutorials, simulations, and real-time practice. The Academy’s bite-sized lessons are available 24/7, so your team can learn and grow on their own schedule. Our Customer Enablement Team also hosts regular webinars and group trainings that combine specialized tech tips with data-backed nonprofit best practices. Whether you need basic Neon CRM training or want a deep dive into topics like moves management training, you’ll find the resources you need to develop your skills.
There is no such thing as a one-size-fits-all approach to setting up a new donor management system! Our team will work with you to understand your needs and recommend an onboarding and data migration plan that fits your organization’s needs. For staff orientation, Neon CRM customers go through a two-week training period consisting of four courses focused on setting goals and basic system training that sets them up to succeed.
Yes. Our CRM onboarding packages include data migration for importing your nonprofit’s legacy data into your new system and configuration options to personalize your settings. Because every nonprofit’s data is different, we offer three distinct levels of data migration and a fully custom option. We’ll work with you to learn about your needs and recommend the best options.
You deserve fast, friendly support! In addition to the on-demand resources that are available 24/7, you can reach our team by calling our customer service phone number, emailing us, or chatting with us live right in your CRM. Our US-based team is available Monday through Friday, 7 a.m. to 7 p.m. CT.
Neon One offers more free customer support options than other donor management software. When compared to DonorPerfect support or looking at Bloomerang vs. Neon One support, Neon One is the winner. Customers get access to live chat, phone, and email support at no extra cost. In comparison, Bloomerang charges extra for phone support, DonorPerfect charges extra for both phone and email support, while Givebutter does not offer live phone support at all.