Help Yourself! An Update On Altru Knowledgebase

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We live in a time of unprecedented technology and therefore speed.  We have so much at our fingertips that we want everything instantly.  As an example, I used to deposit checks at my bank’s ATM, an already quick way to get my chore done.  When mobile banking apps came out with the ability to deposit checks, I was skeptical, but because of the fast pace of life and the ease of getting my check deposited at my fingertips, I now deposit all my checks on my mobile app (when I have checks at all!).  This is becoming so common that some banks have opened branches with no tellers!  As another example, my coworker and I love to eat Moes.  The only problem is that the Moes near our office sometimes has long lines at lunch time.  We now have the Moes app—we order online, skip the line, and pick up our food instantly, allowing us to get back to work!

If you’re like me and you want instant help, self-service, and the quickest solutions, Blackbaud Support has your solution: our Knowledgebase.

For those of you not familiar with Knowledgebase, it is a search engine tool that contains tons of documentation regarding Blackbaud product questions and problems.  Support analysts that help you on chat and phone document what they talk with customers about, ensuring that each solution is captured in our Knowledgebase.  Chances are if you are asking about it, we’ve seen it, and we’ve added it into Knowledgebase.

Last year, we made significant investments in our Knowledgebase.  We purchased a new Knowledgebase that has no login requirements (that’s right, you can search our Knowledgebase articles on Google), that includes product documentation, help guides, and YouTube videos in addition to articles, and that is powered with better search capabilities to make it easier for you to find what you need. 

On top of all that goodness, the Altru Support team has made significant manpower investments in the new Knowledgebase.
Check it out:
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From the move to our new Knowledgebase in 2015 to 2016, we’ve made so many additions and modifications to our Altru Knowledgebase articles! Check out the numbers:
  • We created and modified 1780 articles last year! 
  • There’s an overall 53% increase in Altru Knowledgebase Contributions from 2015 to 2016!
  • There was a 58% increase in Altru Knowledgebases modified—Every modification we make is based on your feedback—to either make the steps better or to change the title to use your words and not Altru jargon, so articles are easier for you to find.
  • There was a 38% increase in Altru Knowledgebases added—for every new issue you brought to us in chat or in phone calls, we added an article to ensure the next customer that experiences the issue can find a solution.
If you need more proof besides the numbers, here’s what other customers are saying:
  • “Knowledgebase is where I go first.”  Lisa Saneda, Membership & Information Services Manager at The San Diego Museum of Art    
  • “The majority of the time I find the information that I need in Knowledgebase.”  Debra Thompson, University of North Carolina School of the Arts
  • “I’m a new user. Knowledgebase is helping me learn...” Bahaiyyih Pride, Art Gallery of Nova Scotia
So now that you know how improved our Knowledgebase is in so many ways, what should you do next?

Before you chat or call, search Knowledgebase.  Here are a few tips on how to search that may improve your success in finding what you need.  If you still can’t find what you need, that’s ok, too!  Support is here to help—just scroll to the bottom of the Knowledgebase article and click Chat with Support.

Do share feedback with us so we can continue improving our Knowledgebase for you.  Last year, we were focused on quantity and making sure the information you needed was out there.  This year, we have a goal to enhance the quality of our Knowledgebase articles to ensure our articles answer your question clearly, accurately, and without any confusion. 

 At the bottom of each article, we ask “Was this article helpful?”  We give you an opportunity to say Yes or Not and tell us more so we can fix it.  We review this feedback monthly for modifications.
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Of course, you can always connect with your peers in our Community for those industry best practices, how tos, and more!

So now that you know about Knowledgebase, get to searching and solving and get back to your job more quickly! 
 
News ARCHIVED | Blackbaud Altru® Tips and Tricks 03/01/2017 10:40am EST

Leave a Comment

2 Comments
I find KB is especially helpful for searching error messages. I can often just copy and paste the error we receive into the KB search and information about it will come up in the results. Being able to save the filter is also good to know how to do when you're only using one or two products. I also appreciate finally being able to explain more about why the article was helpful or not. Thanks for adding that! 
Please give me your thoughts about using Knowledgebase!

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