In this conversation, Sarabi, EB Home's public relations manager, talks about the experience of using Raychat to support patients with Epidermolysis Bullosa.
For nonprofit organizations, communicating with their audience isn't just about sharing information; it's part of the support process, building engagement, and advancing their social mission. Sometimes a single unanswered message or a delay in communication can cost a valuable opportunity to help.
EB Home, one of the organizations active in supporting patients with Epidermolysis Bullosa in Iran, is one of the organizations that uses Raychat to ease communication with donors and beneficiaries. We spoke with Sarabi, the organization's public relations manager, about EB Home's mission, its communication challenges, and its experience using Raychat.
EB Home: supporting Epidermolysis Bullosa patients across Iran
EB Home began its activities in 2017, after receiving a license from the Ministry of Interior. The organization provides services to around 1,400 Epidermolysis Bullosa patients across the country, from supplying and delivering dressing and medication packages to following up on medical care, specialized surgeries, and medical services such as dental care.
Sarabi explains how the organization secures its resources:
«EB Home operates without government assistance, relying on public donations. That's why communicating with donors and easing the process of their support is an important part of our daily work.»
In such circumstances, maintaining effective communication with people who reach out for help, to receive services, or to follow up on medical matters is especially important.
When unanswered messages become a challenge
One of EB Home's challenges, especially during long holidays, was responding to a high volume of communication requests. During these periods, many donors would reach out to offer help or ask for information; but given the limited response staff, it wasn't possible to handle every request at once.
Sarabi describes the issue:
«During long holidays, many people would reach out to help EB Home, but we couldn't always respond to all of them. Some of these conversations piled up, and sometimes we missed financial support opportunities. That's why we were looking for a way to make it easier for donors to reach the organization.»
This need led EB Home to explore different solutions for improving communication with its audience, and eventually, after researching the available options, the organization chose Raychat.
Raychat: a way to bring donors and beneficiaries closer to EB Home
EB Home has continuously used Raychat's dedicated support services for about two years. Currently, one person is responsible for responding through this platform, which makes better message management and easy access to information all the more important.
A significant portion of incoming messages relate to frequently asked questions; from how to deliver public donations and ordering flower stands and wreaths, to receiving Fitrana, working hours, and account information.
Sarabi on the tool's impact on the organization's communications:
«Raychat has helped narrow the gap between donors and EB Home, making it easier for people to reach out and offer help. Many frequently asked questions come through this channel, and our audience can have a simpler line of communication with the organization.»
Of course, EB Home's audience isn't limited to donors. Beneficiaries also use this platform to communicate with the organization, including to introduce EB patients and follow up on requests related to support services.
According to Sarabi, outside working hours this channel is also used to raise urgent matters and refer requests to the casework unit. This has made Raychat, alongside answering everyday questions, part of EB Home's line of communication with people in need of support.
Continuous improvement: an opportunity to use technology more effectively
EB Home's experience with Raychat isn't limited to its current features. In this conversation, Sarabi names panel updates and new features among Raychat's strengths — features that, she says, some haven't yet had the chance to review and use.
She explains:
«The Raychat panel has been updated and many features have been added to it. Some of these could be useful to us, but we haven't yet had the chance to review all of them and use them to their full potential.»
Later in the conversation, it was agreed that training resources related to the new features would be made available to EB Home, and that a session would be held if needed to further familiarize the team with the product's capabilities.
Also during this same session, Raychat's AI chatbot was activated on EB Home's website so the team could see firsthand how it performs and how it responds to their audience.
This experience shows that access to digital tools becomes more valuable when it's paired with training, an understanding of real needs, and support in using their capabilities.
Social responsibility: when technology serves social initiatives
EB Home is one of the nonprofit organizations that receives free services as part of Raychat's social responsibility approach. This partnership is part of Raychat's effort to give social organizations access to communication tools — an effort that isn't limited to one organization and includes other nonprofits as well.
For organizations that rely heavily on public donations for their resources, access to the right communication tools can be an opportunity to better manage requests, ease communication with supporters, and make more effective use of human resources.
In Raychat's view, social responsibility isn't limited to offering a free service; it's an opportunity to understand these organizations' needs, hear about their experiences, and explore ways technology can help advance their social mission.
An invitation to partner: an opportunity to expand support
EB Home's experience is a reminder that nonprofit organizations, despite differences in their fields of work, may face similar challenges in communicating with beneficiaries, volunteers, and financial supporters.
At Raychat, we believe the potential of technology to ease communication can extend beyond commercial businesses. That's why, alongside continuing to support nonprofit organizations through free services, we're interested in getting to know more organizations and better understanding their communication needs.
EB Home isn't the only nonprofit organization benefiting from Raychat's dedicated support services. We hope this support program is introduced to more organizations and charities, so more of them can more easily manage their everyday challenges through access to the right communication tools, and devote more resources and energy to their social mission.
If you too work at a nonprofit organization or charity, or if your business could play a more effective role in social initiatives through its technology and resources, we invite you to get in touch to discuss partnership opportunities with us.
We believe technology becomes more valuable when, beyond simplifying communication, it also helps smooth the path to support and empathy.