Transforming Customer Support: The Journey to Becoming a Digital-First Organization

Our lives are increasingly digital. The role of a good Customer Support organization is to be there when you need us, to show up in the manner you want us to support you. In the last few decades, that has meant embracing increasingly digital-first customer experiences, streamlining processes to reduce customer efforts and giving faster answers to inquiries. At Blackbaud we continually transform our technology and approaches to support you, our cherished customers. This journey of transformation demands both our commitment and your partnership as we navigate the intricacies of digital transformation together.
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Embracing digital transformation

What does digital transformation in customer support look like in the digital age? The seamless integration of various digital channels such as chatbots, social media, email, and self-service portals. These technologies enable us to offer real-time assistance, round-the-clock support, and personalized interactions – through the channels for assistance preferred by more customers.

More than just integrating new tools; we’re redefining our approach to customer support. By navigating uncharted waters on the frontier of Support technology, we aim to exceed your expectations once again by fusing artificial intelligence (AI), data analytics, and automation. Our aim by exploring these frontiers? Create an experience for you where digital transformation gives you the tools you expect to accomplish tasks, interacting with our Support and getting back to your job as efficiently as possible.
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Elevating Customer Experience

What kind of speedy and personalized interactions are we prioritizing for today’s hyper-connected world? First, we're empowering seamless and tailored experiences through AI-powered chatbots that address routine inquiries promptly. We’re also piloting Generative AI assistance in our Knowledgebase. These technologies allow our highly trained human agents to focus on more complex or intricate issues, contributing to swifter resolutions and heightened satisfaction. This orchestration of AI-empowered technologies and human interactions aims to ensure every customer interaction is a harmonious blend of efficiency and personalization.
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Reducing Customer Efforts

A successful digital-first customer support organization aims always to reduce customer effort. We're committed to providing you with the tools to independently find solutions through self-service portals, intuitive user interfaces, and a robust Knowledgebase. Digital transformation also breaks free from conventional business hours. AI chatbots and self-service portals can provide support around the clock, ensuring your needs are met at the time most convenient to you. We aim to enhance satisfaction and improve service speeds, while finding the balance between self-service resources, automation, and the human touch.
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Overcoming Challenges

Maintaining consistent service quality across our Support channels poses a challenge we’re meeting head on. While a digital-first customer support strategy offers substantial benefits to customers, we anticipate challenges in finding the right blend of human and technology support. Throughout this journey, we'll address challenges of ensuring you experience a human touch in an automated world while also maintaining and heightening data security, integrating legacy systems, and continually training our workforce.

While digital transformation is exciting, we understand that some customers still prefer direct human interaction. The shift towards self-service technology over live agent interactions can leave some feeling disconnected. We want to give you plenty of opportunities to give feedback. You will hear from us in the coming months about the ease of use and the time-saving advantages of self-service options and automation. Please, use these opportunities to provide feedback on your experience, use Knowledgebase ratings and customer surveys to help us improve the quality of our content and the service we provide you.

In conclusion, we hope the journey of continual digital transformation of our customer support organization is a rewarding process for you, our customer. Our goal is to seamlessly increase availability of support resources as we grow. Automation and AI processes accommodate increased demand without sacrificing quality. Maintaining top-tier support quality for our customers as we grow remains the cornerstone of our approach.