Blackbaud eTapestry

As of lately, last three years, we have noticed the support to be nonresponsive, unless its time for renewal. When it is time for renewal, they will send a bill and in our experience the last year, the wrong invoice to another company as their attention to the invoice is null. Response time in the last year could be up to two or three months and that is completely unacceptable. This is the one area I would give Blackbaud eTapestry a low score for. The software does exactly what we need, but when it is time for us to ask for help (which is not very often), we do not get the support for an indefinite amount of time.

They answer any questions we may have.

Support is always helpful and willing to answer questions.

I find the support function robust and always helpful. I also appreciate they listen when the product doesn't have a feature or way of doing something that is desired. When I was first using the system a number of support personnel basically put my needed queries together for me, so I could get my work done quickly. It was much appreciated.

Once I kept the email of one of the customer training managers, he helped me through any pressing times! On many occasions, he saved me and made me look great before my boss!! Thank you Geoff!

Support for Blackbaud eTapestry is good. There are numerous ways to contact their support team and opening a chat is usually the most effective way to get a response. I have found their assistance to be outstanding and without hesitation, it is clear they have a large team to assist your needs.

The technicians in the chat are excellent and mostly get it right! Knowledgebase is pretty good if you find what you are looking for but it takes time to wade through and find the correct key words to get what you are looking for. A colleague has also had good success with email questions.

My favorite feature is the Live Chat. If we get stuck, we can get immediate help, download the chat and save it for later so if we need help again we have it on file. The Knowledge Database is also extremely helpful.

12 account executives or more in 5 years, I feel it's impossible to get ahold of or have anyone take any action. In my experience, it requires multiple reminder emails on our part to even get a response.

Their support is always very helpful and quick.

I've had nothing but great experience when reaching out for support on this program. The team has always been supportive and polite when answering questions. They have a lot of knowledge to share and provide good insight into the product. It helps to have their perspective on certain issues.

The eTapestry support team is quick to respond, willing to help, willing to followup and overall very helpful. They have always walked me step by step through questions I have or processes I need to learn more about. The chat support option is very convenient and I always end with a positive experience.The customer/client support is something eTapestry should pride itself on.

Well-trained, responsive people seem to be providing the support. I found a bug in the product and they quickly acknowledged the problem and fixed it within a few weeks.

I had good experience with the support team to help me with reports and adding fields.

It's effective and quick.