Experience the Improved Blackbaud Customer Support Chat!

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Comments

  • Myra Veltkamp
    Myra Veltkamp
    Second Anniversary Name Dropper Facilitator 1
    https://community.blackbaud.com/discussion/comment/310895#Comment_310895

    I've also had this issue where I wasn't sure if I was in a long virtual queue or if the transfer process had stalled out/been interrupted/glitched. At that time, I started fresh chat and then the transfer to an agent was instant so my guess was it had timed out.

  • Rachel Cavalier
    Rachel Cavalier Community All-Star
    Seventh Anniversary Kudos 5 PowerUp Challenge - Chat for Blackbaud AI Task 3 bbcon 2025 Attendee Badge

    Looking forward to finding out if the Virtual Assistant still asks me if it was helpful, immediately after telling me it couldn't find anything to answer my question 😂

    I am excited about being able to upload attachments without having to wait for the live transfer - will definitely save some time for both me and the customer support person!

  • Sarah Krenicki
    Sarah Krenicki
    Seventh Anniversary PowerUp Challenge: Data Health #3 Kudos 1 Name Dropper
    https://community.blackbaud.com/discussion/comment/310942#Comment_310942

    I cannot love this comment enough!

  • CHRISTA HART
    CHRISTA HART
    Tenth Anniversary Kudos 1 Name Dropper Participant

    I like that I can upload without the support person having to give me permissions. However I still don't like that there is no sound when the support person posts a comment on the chat feed. This was an assessible feature that I like about 3 chat update iterations ago. It was dropped at some point. Please please add back in the sound feature so that I can hear when chat has responded.

  • Miguel Alfaro
    Miguel Alfaro Blackbaud Employee
    Fourth Anniversary Kudos 2 Name Dropper Participant

    Thank you for taking the time to share your feedback with us. At Blackbaud, we deeply value your input, it plays a critical role in shaping how we evolve our products and, most importantly, how we make it easier for you to find answers and get the support you need.

    Reducing customer effort is a core part of our support strategy. Our roadmap reflects this focus and includes several enhancements designed to streamline your experience and help you get to resolution faster. While these initiatives represent our current priorities, timelines are not yet committed. Key areas of focus include:

    • Unified Experience: Bringing our Knowledgebase and Virtual Assistant together so your prior searches are recognized, eliminating duplicate information and making your support journey more efficient.
    • Sound Notifications: Audible alerts when the Virtual Assistant or a live agent responds, helping ensure you never miss an important message.
    • Personalized Experience: More tailored interactions aligned to your organization’s goals and outcomes, so support feels relevant, focused, and impactful.

    We truly appreciate the additional suggestions you’ve shared. Every piece of feedback is carefully reviewed and helps inform our future enhancements as we continue to simplify and improve the support experience.

    We also want to reinforce our commitment to quality service. Our support agents receive rigorous training and ongoing development to ensure they are equipped to deliver the consistent, high‑quality experience you expect and deserve.

    We encourage you to keep the feedback coming. Let us know what’s working, where you’re still experiencing friction, and what would make it easier for you to find the answers you need. Your insights directly influence how we prioritize and improve our support experience.

    Thank you for being an important part of the Blackbaud community. Together, we are building a support experience that reduces friction, saves time, and enables your success.

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