Best practices for backer communication
Keeping backers informed during the various stages of the BackerKit process helps to set expectations for your backers and reduces inquiries, giving you more time to work on other aspects of your campaign.
On this page:
- Post regular project updates
- How to make announcements
- Create an FAQ page
- Include BackerKit logos
- Manage non-responsive backers
- Project update email templates
Let backers know how your project is progressing and what steps they need to take to receive their items. When posting time-sensitive information to your backers, be sure to make your announcements well in advance of a deadline.
Pro Tip: Send your survey emails early in the week, especially on a Monday, for the best response rates.
BackerKit recommends the following schedule for announcements:
|As your campaign is finishing or right after the completion date||Thank you|
| One to two days before sending surveys.
While you may want to wait until you’re closer to production to start sending surveys, you should wait at least 14 days after your campaign ends to allow all of the funds to reach your account.
| Sending surveys soon
|One week before your order due date||Survey deadline reminder|
|One to two days before charging credit cards||Charging credit cards|
|Two days before your shipping address due date||Finalizing shipping addresses|
|Soon after your items ship.||Items are shipping|
You can make announcements to your backers on various platforms, such as through your crowdfunding platform, on social media, on your website, or by email.
Pro Tip: Centralize your backer communications as much as possible. Post important updates on the crowdfunding platform you used for your campaign, as your backers recognize the platform and expect communication from there.
To make sure all of your backers get the information they need, you may want to to post announcements on more than one platform. You can supplement the project updates you make on your crowdfunding platform with posts on social media to help spread information about your project. You can also post a link in your updates sent from BackerKit that includes a contact form for your backers to contact BackerKit directly with any questions.
Crowdfunding platforms, such as Kickstarter and Indiegogo, have a simple, built-in blogging system to keep backers updated on how things are going with the campaign.
The communication tools from your crowdfunding site are the best way to reach your backers.
Announcements you make on social media are not as visible as announcements posted from your crowdfunding site, but can be helpful in spreading information about your campaign. You should engage your backers and supporters regularly without overwhelming them with information.
Your posts should have a conversational tone and provide regular updates on your project’s progress. Regular engagement also helps to attract more followers to your project.
In addition to your crowdfunding site and social media announcements, you can also email your backers directly. Note that Kickstarter automatically emails new project updates to backers, so be sure to vary your message so your backers don’t receive the same message twice. If you need to get in touch with a specific group or segment of your backers, email is the best way to reach them. You can create a custom report containing the email addresses of a certain group of backers and use the list with your email platform, such as MailChimp or MailGun.
In order to allow your backers to find their own answers to common questions, BackerKit allows you to make an FAQ (frequently asked questions) page. Be sure to post the link in your announcements.
We recommend including information such as a sizing chart, a color chart, technical specs, and anything else that may make it easier for backers to choose their items.
Pro Tip: Keep your FAQ page up to date. Backers’ questions will change as the status of your project progresses.You may even receive some questions you don’t anticipate.
To create an FAQ page:
- On the menu on the left, click Support.
- Click Project FAQs.
- Create answers to common questions you anticipate from your backers.
- Click Save.
- To preview your page, click Preview Project FAQ.
- Include a link to your FAQ page in your announcements. The link follows the format: https://[project name].backerkit.com/faq.
Let your backers know you’re using BackerKit. You can include any of our official logos in your announcements. Find our official logos and posting instructions on our Brand Assets page.
Most backers complete their surveys within three to seven days of receiving them. However, in the world of crowdfunding, it's common to have backers who may not immediately fill out their survey, and they may even fill it out a year or more after you send it.
To help your backers remember to fill out their survey, BackerKit automatically sends reminder emails to backers who don’t respond in a timely manner. You can also do the following to help your backers complete the survey:
- Make announcements about survey deadlines through your crowdfunding platform, social media, via your website, and by email.
- Resend surveys to backers who deleted them or never received the survey. For more information, see How do I resend a survey?
- If requested, complete the survey for a backer. For more information, see How do I complete a backer’s survey?
Focus your efforts on delivering items to the initial group of backers who gave you the necessary survey information. Delivering items on time to these backers will help you run a successful campaign.
Use the following templates for sending updates to your backers.
- Thank you
- Sending surveys soon
- Survey deadline reminder
- Charging credit cards
- Finalizing shipping addresses
Note: Please don’t post our support email address directly into your updates. Direct your backers to use the contact form at https://[project name].backerkit.com/faq. The contact form allows our support team to better identify the backer's project and their questions.