Blackbaud Education Management Solutions

We use Blackbaud Community for support with what other schools are working with as well as the Idea Board. In the past when we contact Blackbaud support, our issues are resolved quickly and with the support that we need. We have not had an issue that has not been resolved and are so appreciative of the speed in the responses to our requests.

I am generally quite pleased with support so I give it a 8 - really hard to get a a top score from me. I find the support online chat to be most useful ... generally short queue times and always good support reps. This rating is for the support operation. Expanding beyond the support operations and reps, I am somewhat less satisfied with the responses ... "... not supported ...". The support department organization often completely resolves my issue and/or answers my question. But, despite quick and professional support, I may still have an unmet destire/need.

It is hit or miss. A lot of support reps are great but not always.

Calling is difficult. First-line reps aren't too knowledgeable. Have started posting cases to save time. Sometimes, turn around time for questions is long.

I gave 9 out of 10 to Blackbaud Education Management Solution because The search function of Blackbaud is extremely easy to use. They are also thoroughly informed. Further, we were ready to call our representative to come out and give us personal training if our team needed further help. We use Blackbaud mainly for monitoring contributors, which works well for our teams.

Over the years they have worked hard to provide competent, well trained support staff. While I may not have always rated them this high, they have been performing at a pretty consistent level for a while now. Between using the knowledgebase, chat, or phone call options, I feel well supported when I need assistance.

Great support team, very responsive and great solution overall.

Support is fantastic. Most issues can be handled with a short chat. Phone support wait times are very short. Staff product knowledge is great. They are all friendly and caring.

In the past, I found that I often knew more than the support analyst that I was talking with. I have felt like support is much more informed now; especially impressed with those who are knowledgeable in EE and Education Management. I love being able to chat with support!

Over the years the support I have received has always been excellent. 99% of issues are resolved during the chat. The 1% has been followed up once the solution has been found.

As mentioned previously, support is great for the majority of the time. There are instances where you are clearly getting someone who is new to the products and may struggle a bit but that will happen anywhere you go :).

Working with Blackbaud for more than 10 years, we have seen the responsive nature of Blackbaud listening to schools and educational trends and creating solutions to respond to the needs of schools.

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

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.

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.

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.

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!

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.