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Customer Support 2015 Update

Greetings from Customer Support, where many great things are happening in 2015! We’re working to increase and improve support options through self-service channels and make your support options more easily accessible.

Our Focus this Year

Putting the Power In Your Hands: Get the Information and Assistance You Need, When You Need It!

As a part of our focus on self-service, we have two key projects we think you will be excited about: Improved Knowledgebase and Search; and Online Communities.

Knowledgebase and Search

We are revamping our Knowledgebase based on feedback we have received from you!

We want to make Knowledgebase the first resource you use when you have an issue because you’re confident you can find the results and answers you need, fast.

To get there, we’re implementing a new public Knowledgebase (you don’t have to be logged in to BB.com to find our results – try Google!) and Search tools. We’re focused on search ability and clearer results.

Internally, we have put together a top-notch team of support analysts called Knowledge Champions. They will work in conjunction with our technical teams, updating our tools and processes to make sure information can be easily found and is easy to understand.

We are always looking for volunteers, so if you’d like to participate in reviewing design documents, providing feedback on some key decisions or even testing the product before we launch it, please let us know and we’ll reach out to you!

Knowledgebase changes are expected to launch in Q2 of 2015. We are more than excited to hear any feedback you may have!

Online Communities

Streamlined, consistent and easy-to-access communities are coming!  We’re updating existing communities and implementing new online communities for our products.

We want each and every one of you to become an active member of the community(ies) for the products you have.  To get there, we’re building better, more consistent and streamlined communities where you can do multiple things in one place.

Currently, you can discuss topics with other users on our Forums on www.blackbaud.com. But with our new online communities, you will be able to do so much more!

Our new online communities will provide:

  • Blogs
  • Videos
  • How-to documentation
  • Training options
  • Connection to other users to talk about practices and get the answers you need
  • One access point to multiple communities

Our Blackbaud Community Team has been diligently working on creating and updating online communities that will meet your self-service needs and create a consistent experience across our products.

Our new communities will be launched by product are projected to start going live in Q1 of 2015.  More information about your specific product community(ies) will be communicated closer to launch.

With these changes, we will be able to get you the information you need, when you need it, empowering you to achieve your organization’s mission. We’re very excited about these projects and will keep you updated as each project progresses! Keep an eye out for future posts and always feel free to leave us feedback in the comments below.

Dorie Wallace

 

 

Dorie Wallace, Vice President of Customer Support

 

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Ben Brownlee, Vice President of Customer Support
Posted by Dorie Wallace on Feb 17, 2015 6:00 AM America/New_York

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