On-Demand Webinar: Mastering Blackbaud Customer Support’s Self-service Capabilities
Get tips and tricks from a recent webinar on how to get the most out of Customer Support.
Blackbaud Customer Support has recently added enhanced Virtual Assistant capabilities. Now, in addition to the hundreds of human support agents who remain dedicated to supporting you, customers can use Virtual Assistant and our enhanced Knowledgebase to self-serve and get support even faster.
While these tools are designed to be intuitive, a little know-how can make a big difference in getting the most value. Our Customer Support team recently led a webinar demonstrating how customers can get the most out of Blackbaud’s Knowledgebase and Virtual Assistant and find the personalized answers they need more quickly. If you missed the live session or would like to revisit the content, you can access the on-demand recording here.
Highlights included:
-
Introduction to self-service resources like Knowledgebase and Virtual Assistants
-
Tips and tricks for maximizing the efficiency of AI-driven support capabilities, emphasizing the importance of specificity, keywords, and proper grammar.
-
Future enhancements, including 24/7 availability and expanded assistance across all Blackbaud products by the end of 2025.
FAQs
We’ve compiled the most asked questions we received during the webinar:
Q: How can I maximize efficiency by using the Virtual Assistant?
A: The following tips will help you use the Virtual Assistant most effectively and improve the relevance of the responses you receive:
-
Be Specific: Clearly and concisely state your question or the issue you're facing. Provide error messages if you have them.
-
Use keywords: Include relevant keywords related to your question. Our Virtual Assistant relies on keyword recognition to provide answers. Ask “How to” if you need help with a task.
-
Ask one question at a time: This helps the Virtual Assistant focus on one issue and provide a more precise answer.
-
Use correct spelling and grammar: This ensures the chatbot understands your query without confusion.
-
Rephrase questions if needed: If you don't get the answer you're looking for, try rephrasing your question or using different terms. Sometimes it may take a couple of attempts to get the information you need. Don't hesitate to repeat or clarify if necessary.
-
Provide feedback: Use the thumbs up or thumbs down to help us improve AI-generated Knowledgebase and Virtual Assistant answers. When rating citations and source articles, add comments so we understand why the article was not helpful to you.
Q: What should I do if the Virtual Assistant doesn’t understand my question?
A: Try rephrasing your question or breaking it down into simpler parts. Ensure your spelling and grammar are correct to help the AI understand better.
Q: Can the Virtual Assistant handle complex technical issues?
A: The Virtual Assistant is designed to address a wide range of issues, but for very complex problems, it may direct you to a human support agent for further assistance.
Q: How often is the Virtual Assistant updated?
A: The Virtual Assistant is continually updated with new information and improvements to better serve users and provide more accurate responses.
Additional Resources
In addition to watching our recent webinar, we have these additional resources available to help you effectively leverage our generative AI support tools:
Leave a Comment