Now Available: Sound Notifications for Customer Support Chat

Matt Lacy

We heard from you that the lack of sound in Support chats made it difficult to multitask and keep working during conversations without missing a message or delaying conversations. We took your feedback seriously and have released a new feature. 

What’s New 

We’ve released a new sound notification feature that will give an audible alert from your browser’s default sound setting whenever a new message is received during a chat with our Virtual Assistant or Customer Support Agent. This will make it easier for you to multitask, review documentation, or navigate between screens while waiting for a response.  

While it’s a simple enhancement, we know it was an important request and hope it will make a meaningful impact on your support experience. 

Let Us Know How We’re Doing! 

Your feedback is always welcome here in the Community and on Support surveys which helps us keep improving the support experience to get the help you need, when you need it. 

Elizabeth Johnson

This is amazing news - thank you so much!!!!!

Connie Steinmetz

I have found that for more complicated issues, the chat only service is not sufficient. Are there voice options for these cases?

Tamara Christensen

Thank you so much for bringing it back! I tend to multitask while waiting for support answers, and there have been times when I have forgotten to go back and check the chat, and it timed out, so I had to start all over again!

Harold Kay

This awesome - thank you very much!

Cathy Tysinger

Much needed and appreciated, thanks!

Art Bryman

Great! Next request - pasting screenshots (instead of uploads).

Lindsey Walliser

Do we need to update our settings in order for this to work? Or will it just automatically happen? Thanks

This is great.

Matt Lacy

@Lindsey Walliser this change is automatic and the sound will be heard from whatever speaker options you have configured for your computer/browser.

Carlene Johnson

https://community.blackbaud.com/discussion/comment/314563#Comment_314563

When you are chatting - if it is complex you can request to do a screen share and then you'll be able to talk with them live.

Carlene Johnson

@Art Bryman SO MUCH THIS!!!! I would LOVE to be able to paste screenshots instead of having to save the image and then upload.

Miki Martin

https://community.blackbaud.com/discussion/comment/314573#Comment_314573

Oh, YES! Is there an Idea Bank for Support? 🤔

Crystal Bruce

https://community.blackbaud.com/discussion/comment/314583#Comment_314583

There is not currently, but I can pass that along to my team as an idea!

Elizabeth Johnson

https://community.blackbaud.com/discussion/comment/314583#Comment_314583

@Art Bryman - if you add your idea and share the link I will vote!

I can't speak for other products but within RENXT there is a category for Blackbaud Support - I have used it before and I know support is paying attention. Some of them have voted for the idea I shared a few months back.

@Crystal Bruce That would be awesome if it wasn't product specific.

Art Bryman

Two ideas to vote on:

https://renxt.ideas.aha.io/ideas/RENXT-I-9361

https://renxt.ideas.aha.io/ideas/RENXT-I-10085

Art Bryman

I love how this platform converted the links to page names - and then posted the links instead… 🙄

The two ideas I shared were:

https://renxt.ideas.aha.io/ideas/RENXT-I-9361

https://renxt.ideas.aha.io/ideas/RENXT-I-10085

Art Bryman

Third time's the charm:

*Allowing to Share Ideas via Link

*Allow pasting screenshots in support chat

Lauren Henderson

https://community.blackbaud.com/discussion/comment/314604#Comment_314604

Voted! Those took me right into the ideas, Art.

Daniel Wallach

While I still can't believe this wasn't done years ago, I'm very happy it's here now. Can't tell you how many chats have closed on me due to me missing responses.