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Chatting with Support now that it has AI

Janette Layton

Just went to chat with support about some report results that don't make sense. Got the new AI support bot (anyone know WHEN that was implemented?). Anyway, when I asked for an agent the AI created a case and said that someone would get to me within a day. That doesn't work as I can't move forward until I figure out why my results are skewed. AND it means it will probably be by email which will take longer to go back and forth and figure out the issue. Any suggestions? I already called our Account Executive and she said she's been getting calls all week about it. This is a HUGE issue for us. We may have to look at moving elsewhere. I don't want to as I've been using etap for 14 years and love it (for the most part). But if we can't get support quickly that's not going to work.

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Comments

Crystal Bruce

@Janette Layton Hi Janette! Thank you for posting! I have reached out to members of my team and understand someone from support is in contact. Please let me know if I can provide anymore assistance in getting you the help you need.

Janette Layton

@Crystal Bruce

Thanks, Crystal! I was posting back and forth in case notes with a support rep, but then quit hearing back so I guess support is closed. Frustrating because while he gave me the answer to one part of the issue, I still have two issues to deal with. Not nearly as easy as just chatting and taking care of things quickly and easily. I did also get an email from Matt. Appreciate your help!

Janette Layton

@Crystal Bruce Right after I posted that message to you I got a call from the support rep that I had been messaging with. He spent the time needed sorting out the questions and running a couple of tests to figure out the problem. Great customer service and so much better than the AI Bot! ?

Crystal Bruce

@Janette Layton great to hear! Thanks for letting us know!

Erin Macleod

@Janette Layton I'm having the same issue as you were – when I asked to transfer to an agent, it tried for 30mins and then said no agents were available but a ticket would be opened for me.

Did the support rep explain why you couldn't reach anyone by chat? It seems bizarre that absolutely zero agents would be available even after a wait, and if there are no chat agents available then I'm certainly questioning whether my ticket is going to get looked at quickly. This isn't the first time I've encountered a complete roadblock with chat, and disheartened to hear others are getting it too.

Janette Layton

@Erin Macleod

After I posted here, Crystal was able to get her team to contact me and I got the help I needed to move forward. I'm still not a fan of the AI support. I had a friend who works for Blackbaud send me a video about it. You are supposed to explain what you need and then it can help you if you have simple, basic questions (after 14 years using etap my questions are rarely simple or basic LOL!) That is supposed to allow for support reps to help those of us with more complicated issues. So I tried to explain my need to the AI the other day when it was a pretty basic question. It still had to send me to a support rep.

So anyway, I understand now the reasoning behind it, but still don't think it works very well. However, I haven't had it tell me no reps are available since that day I posted so I hope your experience will improve as well. Contact your account rep if it doesn't. Or message Chrystal (farther down in this thread). Best of luck!

Janette