We would first like to thank Dorie Wallace, Vice President of Customer Support, and all participants of our first
Twitter Chat. We received a lot of great feedback and suggestions from the group. In case you missed it, here's a recap of what was covered.
Question 1: What can @BBSupport do to serve you better?
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- Dedicated analysts
- Increase product Knowledge of analysts
- @DorieWa: Roadmap: More mentoring of junior analysts by senior analysts to increase product knowledge
- Better communication between Support and other Blackbaud departments (ex. Product Discovery)
- Cross train analysts on products that integrate with each other
- @DorieWa: More analysts have expertise in multiple products is a goal for this year
- Enhance Knowledgebase
- @DorieWa: We have some proactive Knowledgebase updates in place.
- More Customer Support analysts at BBCON
- @DorieWa: We have ideas of how we can provide better interaction with customers at #bbcon
- More advanced training/best practice sharing sessions, either online or at BBU.
- Screen share for chat support
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Question 2: Have you gotten support from @BBSupport via social media like Twitter or Facebook?
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- I have gotten encouragement from @bbsupport but not actual support
- Contacting @BBSupport on Twitter seems to expedite things, but I have just been told that I already have a case #.
- No - I always create cases to track it for historical review
- @DorieWa: Interesting note about tracking. Hadn't considered that...
- Nope, haven't tried that
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Question 3: Are videos in KB or on YouTube helpful? Should we do more?
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- Videos are AWESOME!
- Ask clients to help produce them
- LOVE the videos! Great way to learn about the technology AND how other orgs are using it!
- Could BBCON presenters be asked to create corresponding videos on their topic to add to the video collection?
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Question 4: What do you think about a mobile app for support? Not mobile app for RE - for getting help specifically?
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- Meh... I have 2 monitors at work and at my desk is only time I access support.
- Don't think it would be useful for us.
- Not useful for me
- Not sure about that one...most of the time when I need support, I'm at my computer anyway.
- I would rather you put your resources behind improving NetCommunity and all around support than create an app.
- Mobile app for support would likely be even more limiting than chat. Again - screen sharing needed.
- Something like mobile app is new and shiny but we need to focus on the basics.
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Question 5: Webinars & roundtables? Yay or nay?
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- YES!!!! As long as the topics are client driven
- Yes to webinars and roundtables. There are many out there who have the answer to my questions before BB does
- Yay!
- Invite clients to give webinars, not just BB staff
- Definite YAY --- love learning more about RE, PE, BBNC capabilities & how to better utilize the technology!
- Yay to webinars
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Question 6: Anything you would like to ask me (@DorieWa)?
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- What is the most challenging part of your job?
- @DorieWa: Hiring qualified analysts - we're picky!
- Do you feel support fees are in line with benefits received by clients?
- @DorieWa: When we are meeting our goals (that we set based on feedback from our customers), yes. Always trying to improve!
- Do you feel the increasing line of products offered by BB is making it more difficult for customers to connect with Blackbaud?
- @DorieWa: Candidly, I don't know. We want to solve more of your needs, def room to improve on doing it.
- Any CEO news?
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Interested in more Twitter Chats? Tell us what topic you'd like to discuss in the comments below.
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