From Click to Connection: Building Donor Relationships Online

Online giving isn’t just the future of fundraising—it’s the now! Emily Kelly, National Accounts Manager at Bloomerang, delivers a practical, energizing roadmap for nonprofits to raise more money online—without adding more stress to already full plates.

This conversation is for any nonprofit ready to increase online giving, improve donor retention, and strengthen relationships in a digital-first world. Emily blends practical “fix it today” steps with a bigger vision for creating donor experiences that inspire giving, year after year.

Emily’s passion for relationship-building is woven through every tactic she shares. With a background in marriage and family therapy, she sees fundraising not as transactions, but as an opportunity for deeper human connection. “The power of please and thank you is so much more powerful than anything else,” she begins—a reminder that technology should serve relationships, not replace them.

Her first piece of advice is deceptively simple: make sure your donate button works. Too often, organizations overlook this basic step. Then, view your donation page through the eyes of a first-time visitor—would you feel compelled to give? Is it clear, inviting, and emotionally engaging? Placement matters too. The donate button should be easy to spot, ideally at the top of your page, without forcing visitors to search for it.

Emily urges nonprofits to offer multiple payment options—credit/debit cards, Apple Pay, Google Pay, ACH, and even Venmo—to meet donors where they are. Each generation prefers different tools and limiting payment methods risks losing potential gifts.

She also challenges organizations to reimagine the donor experience for online gifts. Segmentation is key—tailoring acknowledgments by gift size, donor type, or relationship history. A generic thank-you isn’t enough; donors want to feel seen and valued. Communication preference tracking—whether donors prefer email, phone, text, or snail mail—helps build authentic connections and increase retention.

And yes, the old-fashioned phone call is making a comeback. Emily shares research showing that calling a first-time donor within 24–48 hours makes them four times more likely to give again. Whether done by staff, volunteers, or board members, these calls create goodwill on both sides—reigniting board member engagement while deepening donor trust.

Emily’s philosophy is clear: treat every gift, whether $50 or $50,000, as the start of a relationship. One-time gifts can become long-term commitments—or even legacy gifts—when nonprofits follow up with gratitude, intentionality, and consistent communication.

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