Loyal Customer Departure for what I think is Plummeting Service, Functionality, Relationship
Use Cases and Deployment Scope
MemberClicks serves as our association management software - database, events, and listserv.
Pros
- Our members loved the listserv function, although searchability was limited
Cons
- Terms, conditions and pricing changed with limited notice
- Customer service was untimely
- No client relationship, despite purporting to have one
Likelihood to Recommend
We've had a very disappointing experience with MemberClicks. Purchased in 2016 for our small association, and enjoyed years worth of amazing service. After the company was purchased, in my experience, service began to wane. Emails begin to say "response may be delayed." We had to add a calendar invite to follow up with all service tickets. No new functionality was introduced. COVID was a challenge for our association, and MemberClicks kept increasing prices - "client success" was removed. Terms and conditions changed in March 2023 with limited notice. Pricing increased by 20% in July 2023. Based on confusing terms, we requested a phone call. I received an email: "Thanks [...], we do not have phone support..." In my opinion, this is a stark contrast to the opening of the company's mission: "We talk with you..." In fact, in my experience, they don't. For us, a very disappointing conclusion to a relationship that we relied upon to connect and engage our members.
