Chat Support Unavailable

Cheri Martin

Has anyone else been experiencing issues connecting with Chat support? This seems to be an ongoing problem over the last two weeks. When I try to email I am directed to chat which creates a vicious circle.

Dariel Dixon

@Cheri Martin I haven't had any issues getting to chat support recently. Now finding a support representative that was helpful…

EDIT: Seriously though, we had to open a couple of tickets recently for silly issues. We were able to reach a chat representative, but they did leave much to be desired to say the least. My colleague was sent a KB article (that we had already read and didn't apply) and the ticket considered resolved. It wasn't until I sent a strongly toned that I got a representative that actually called and walked us through the issue. le sigh It was a terribly disheartening and disappointing experience.

Dariel Dixon

@Cheri Martin I felt that I should update with some significant issues with chat connecting with agents. I haven't been able to connect with anything but the unhelpful Blackbaud AI.

Cheri Martin

@Dariel Dixon
Thanks Daniel! I'll try again today and see if the issue has been resolved. I have found that so much depends on getting the “right” chat agent. I feel like most of the time, I know more about the program than the person I am chatting with. ?

Hillary Cote

I have actually had this issue as well. I made it through the AI bot only to have a representative send me a knowledgebase article that doesn't describe my issue. (As if they asked ChatGPT themselves.)

For instance - we are experiencing issues with donations via our optimized forms. Representative sent me a knowledgebase article on “How to Use Batch." They also seemed unaware of general basics of Raiser's Edge.
I noticed that instead of receiving emails during the workday, I receive a vague update at 6:30 PM, and my tickets are passed to multiple representatives, none of who seem to have access to previous notes or screenshots, as I am constantly asked for the same information.

I also sent a strongly worded email to my success manager, as this is unusual! I have only experienced this for the past few months, and have actually looked through a few forums to see if I am the only one. I have always been happy with Blackbaud support.

Lee Grisham

@Hillary Cote I hear you on this! I just spoke with my CSM on Monday and she recommended passing any strange things over to support. That's not something I would like to do because:

1) it is too much work to get to a person now

2) they reference articles instead of listening and sending notes to product team

3) very little comes from it after the fact; “we're not going to continue working on xxx as we move to a complete solution”

Much less trying to find information in KB now that it asks you a question, like an AI prompt, but is just a glorified search bar. It is easier to put bupkis and then use it as normal.

Rachel Cavalier

I've not noticed any particular issue connecting with chat support, however we are in the UK and the support employees we interactive either are based in the UK or at least work UK hours if they are not and are likely in a different group to US-based support.

Jaclyn Whitelock

@Cheri Martin just chiming in to add that I've experienced quite a bit of difficulty with chat support that seems to be increasing in frequency. In addition to the wait times/not being available you've mentioned (I've personally waited up to half an hour in recent chats), my main frustrations are:

• The fact that it closes at 4-5 (I forget which) EST. Being two hours ahead, this essentially means I simply shouldn't have issues past 1:30 pm (need to build in the time to wait in the que and have the chat)
• The AI “help” bot that was recently introduced. Has never once helped me, or directed me to a correct knowledgebase article (also, I search the knowledgebase before going to chat)
• Agents not knowing what I'm referring to, nor taking the time to read the notes. It's no longer uncommon to have case bounce between multiple agents over the course of a week and none seem to read the notes or review the case.
  
  Admittedly, I am a bit salty as I write this as I'm going into my sixth week dealing with a case that has yet to be resolved, that was escalated to a senior agent and my customer success manager two weeks ago so this may be tainting my overall response