Raiser's Edge

For most users, only chat support is available. There is a phone number, but it is very labor-intensive to get someone on the phone, and the chat does not include an easy way to screen share. Those sessions need to be scheduled in advance and almost begged for; the chat line always has a long wait time, and sometimes it seems their support personnel is chatting with more than one client at a time.

Overall the support team is amazing! They were helpful in getting things set up and making changes. It was great to give feedback on the new version and see updates and changes made fairly quickly. These updates made the transition from the database version to the web-based version very smooth and easy.

I haven't had to deal with customer service very much. That responsibility falls under another department in our division, but they seem to be very responsive to any of our requests or outages we face.

If you can get your question answered using the online resources like the knowledge base, training, or even the chat feature then it's great. Support is not as helpful when it comes to helping over the phone or even email as it almost always turns to a sales pitch versus support. The chat feature is a great resource.

I can always get help from support at BB or from community members within BB.

Chat support is usually responsive for small issues. Sometimes you'll wait a while, but generally I haven't found it to be too bad. Sometimes though, they'll get you going on a rabbit hole of a solution that doesn't actually solve the problem.

Blackbaud provides good support for the platform and delivers fixes for products in typical release cycles. The knowledge-base and community are extensive.

I do not work directly with the support team.

I find that support is readily available and overall knowledgeable. Because we deal with a lot of integrations, with LO, Net Community, and RE, I find that there are not a lot of support staff who know enough about the integration of products.

Multiple channels of support are available -- chat, phone, customer success managers and highly-trained consultants. The support either in chat or phone are highly knowledgeable in the software, and when they can’t help they escalate issues to higher levels of support rapidly. It's easy to stay updated on ongoing support issues in their portals. The knowledge-base is easily searchable, and solutions are well presented.

Over the years the support has increased and I am very happy with how Blackbaud/Raiser's Edge supports our needs.

Basic support is great. But when I have an issue where I've searched the Knowledgebase and asked other users, it's not helpful to send me to a Knowledgebase article I've already read and realized it doesn't solve my issue.

I would normally rate support higher, but have to rate it at an 8 because there have been long hold times lately when trying to reach someone through phone support.

The analysts are very in the know about the product; and while they go the extra steps to make sure your issue is resolved.

Customer service reps are always willing to find a solution!

Well intentioned but limited. Very responsive when errors in the knowledgbase (KB) are pointed out but, sadly, there are too many errors in the KB.

No complaints really. Nothing stellar but it was fine.

There are frequently inexplicably long hold periods and I am often asked to repeat my problems multiple times.