Blackbaud Education Management Solutions

Chat is convenient, and for most questions have answers. However, not so good at helping to "think through" a creative workaround.

The support team is very responsive! I would give them a 10, except that often the answer is that the system just can't do what we need it to or is experiencing a technical difficulty and we just need to wait for it to be fixed.

Generally good support personnel although occasionally you will get someone who is new and maybe not completely familiar with the software.

In our experience, Blackbaud has always been helpful in some way or another when we call. The only frustrating thing is that you have to keep calling in order to get a second opinion. It would be nice to have the same information every time you call. There is always a need to find work around to the solutions the school is looking for

Response fixes seem to be almost immediate, or weeks-long, not really any middle ground. Also get a lot of inconsistent/incomplete support answers that start with "We are not able to replicate this issue on our end" and that's where the support ends.

80% of the time I get a great support representative, but there are a few that could really use additional training in order to answer more advanced questions and issues.

Support from analysts has been stellar, both in the way that they have answered my queries (big and small) everyday and are always ready to help and explain something I don't understand. The specialist teams that sometimes step in to handle larger issues are prompt and friendly, as well. I would say that almost all of my questions were answered and problems resolved whenever I reach out to support, which is incredibly appreciated. Oftentimes, the school comes to me when something is "broken" and needs to be fixed with incredible urgency and I have always felt like my sense of urgency is supported by the team at Blackbaud.

Always very helpful and informative. They always have an answer or are willing to research it. Also if the system has been down in after hours the emergency support has been helpful. I do use Chat primarily and I find if you ask a very detailed question they get straight to the point and support is very quick.

The staff on the support team are very helpful and patient. It is good to know that you can use both online and on the phone support.
Most team members seem to know how to use the product well but I have had a few instances where that did not seem to be the case but it may be because of the turnover in support.

For the most part, I find that you can get problems solved pretty easily through the use of the chat feature. Phone calls can solve more complex issues, but you can also find that there seem to be problems that they just declare unsolvable or say they are looking into to repair in the next update.

Amazing

There have been a few times where the response from BB support has taken an extremely long time. But mostly, our experiences with calling in or chatting with BB support have been positive.

This is what they do best—the online chat to help problem-solve specific issues is great, and the ongoing PD workshops are very informative.

It was very weak for a while there, but they seem to have invested a lot recently in getting support techs who actually know the program to be available. Infinitely better in the recent past.

Just depends on the representative you get. Some happen to be experts on the problem you are having, and others don't know much about it.

Being new to Blackbaud the support team was my friend. I utilized the videos, online training & chat often until I got comfortable. The actual support people were friendly, helpful & knowledgeable even if you weren't quite sure how to explain your problem.

The support is generally outstanding, both in terms of the amount of time needed and the resolution fo the problem. There is a consistent competency among the support staff.

I feel Blackbaud is up on the needs of business operations today.

We went through a change to our schedules, report cards and transcripts during the worst time (during COVID quarantine), and we were able to Zoom in several times a week and make the necessary changes. So when we were able to return to school, our new changes were already in place and ready for the new school year.

Answers are always swift.

I am always greeted by a helpful costumer service rep any time I have a question or issue. They are also willing to help talk me through the process, so that I can hopefully handle the issue on my own the next time it comes up. Also any resource articles they share with me are very helpful to fall back on if the issue does arise again.

Each time I have a question or need help, I first look to the extensive Knowledgebase that can usually answer my question. If not, or if I have a specific need, the chat feature has been incredibly helpful. Customer support representatives have been excellent!

Support is readily available. I called the support line and spoke with a gentleman for over 30 minutes. He created a tutorial video for me and called me back once he was done to explain the video. The support is very thorough and the customer service is impressive.

8 - most of the time people are helpful. I find it extremely frustrating when their first response is to just send me a knowledgebase article. Most of the time, I have already looked at the article myself, did not understand it, and therefore contacted support.

I use chat all the time and I always get a great deal of help. I find that everyone I've chatted with have been very friendly, responsive and helpful. Also, when they don't have the answer, they will always follow up.