Yet another barrier to support - Virtual Assistant?
Come on really? We have to have even more steps / barriers to getting to support? So many clicks and redirects and now begging to talk to someone actually?
Comments
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@Brian Hoyt - I agree. The virtual assistant has not expedited my Chat help experience in any way. I consider myself a fairly well-informed Blackbaud user, and I seldom know how to respond to the questions the virtual assistant asks. And I still miss the notification we used to receive when a response was posted in the chat.
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Amen and amen. I nearly posted about this yesterday but figured I would be yelling into the wind. I understand the goal of not wasting support's time with basic questions, but to be honest the knowledge base is so dysfunctional that it's almost useless most of the time, and when I go to support I do so confident in the knowledge that I am 90% sure I need an actual person to help me. It's a shame that Blackbaud is now one other place where I feel like the stereotypical person in a commercial screaming “REPRESENTATIVE” at a voice prompt over and over again.
More to the point, there are things that I know I need support to help me with. I shouldn't have to try to explain to a bot why I need to speak to a person when I'm trying to accomplish a task that is literally impossible for an end user to do on their own.
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@Brian Hoyt I don't wish to pile on, but I'll also voice that I have not had a good experience with the new chat module. Having no audible notification that the representative has responded, having the screen timeout even when my representative is researching a problem, and then having to get through all the virtual assistance prompts at the beginning have not been good changes. I seldom use chat to ask simple “how to” questions. Instead, I'm using chat to report error messages or to ask a very specific question after I've already exhausted the KB articles. Unless there is some other benefit on Blackbaud's side that I don't know about, I honestly preferred the old chat system over the new one.
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@Brian Hoyt - I don't use the chat option for exactly this reason. Instead, I go to Case Central and open the case there. It allows me to compose my message and attach files (screenshots, usually).
I can choose to get a response by phone or email. I rarely ask questions that have simple, quick answers, so I don't mind waiting for an answer.
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@Brian Gray How are you able to open a case? I don't see that option in Case Central at all ?
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@Lisa Velesrubio We discovered the same issue. Some (many?) schools have the “+ Create Case” button, and although we used to have it, we no longer do. I would much prefer to create a case that way rather than virtual support or chat or anything. Usually I have time to wait for any issue I'm experiencing.
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@David Gillespie @Lisa Velesrubio Do you see it if you click “Case Central” at the top of the main support landing page? That's where I see the Create Case button. It isn't on the main landing page but it's definitely there on the page with all of our organization's cases.
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@Brian LeBlanc @Brian Gray Yes, that's where the button used to be ages back - but has been gone a long time. It's frustrating, but I keep forgetting at the right time to CHAT (ugh) to figure out why it's gone.
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@David Gillespie Oh wow. I would be furious if they removed that button for us! That's the only way I use support any more. I don't have time to sit on hold waiting for a rep just to ultimately report a bug or flaw in the LMS. Very curious why some no longer have that option….
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@Megan Day - I think it's only for Platform Managers — that was the way when we first rolled out in 2017
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@Kathy Hannon Which seems fine - but I'm an “everything manager” … I set up the system. So I used to have it but then POOF … no idea when it vanished, but I just assumed Chat was now required. Then other people started talking about using it and I thought “wait a second…” I'll Chat support and see what's up …
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@Brian Hoyt I have found if you repeatedly type “TALK WITH AN AGENT” that “sometimes” you get a human faster. As a long time BB user, I've already searched through articles, etc…..I'm coming to chat because I NEED a human. The virtual assistant is NOT HELPFUL!!! Come on BB, you know better!!! Will you make this an idea so we can sit and watch it for years and years?!?!
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@Brian Hoyt This is a few months old now but I wanted to chime in to agree with everything said here re: virtual chat, lack of audible notifications, and chat timeout. Honestly I suspect Blackbaud has as personnel problem at least with Tier 1 support (due to layoffs or otherwise), because this all seems intentionally designed to dissuade users from speaking to support. Either shifting the burden to unhelpful KB articles or pushing live chats to end prematurely due to timeout.
Not sure if it's just me but I've noticed an increasing trend of agents being unable to resolve issues and offering to send it to internal teams either because it's high level or my problem turns out to be a bug. Not a good sign.4
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