Am I the only one who missed support@blackbaud.com?

Jill Freidmutter · June 2016

Melinda Dietrich:

Ryan Hyde:

Nora MacDonald:

I do miss the ability to send screen shots, especially when I get an error message. But I do also find chat convenient, though it was a lot nicer when no one used it and wait times were much shorter!

You can still send screen shots. I do this all the time! Just tell the person you're chatting with that you have a screeshot of the error code and they'll give you their email address to send it to I've never been denied a rep's email address in these situations.

I do wish there were a place to share screenshots within the chat client, though. That would make life easier.

We use a Snagit to capture screenshots. This tool includes a screencast.com link that allows me to copy the shot and place a link in the chat window, quite like support shares screenshots with me. Jing is another product that can be used to get to screencast.com. All are TechSmith products.

We have Snagit. Don't know how to do this. Is it easy to figure out?

Suzanne Murray 3 · June 2016

I like chat for something quite specific that isn't working, or that I can't figure out. Occasionally they send me a KB solution and maybe I could have found it, but when I don't know how to do something I'm not always great at searching for it. Plus if something is a "known issue" they will confirm that. And they're nice and friendly and very patient!

However, lately I've found there are RE reps either don't read or don't understand what I'm asking. On several occasions the person has told me to try the exact same thing I've just described, but without saying "Can you try these steps again" but instead parroting them back to me from KB and then saying "oh it does not work."

For the record, I was trying to add "preferred specific phone number" to my favorite fields in Query, but apparently that cannot be done. This rep clearly didn't know that going in and didn't give me the benefit of the doubt either. I understand having a script - I used to work in a university IT call center - but it's a chat, not a phone call, and you can acknolwedge when you'd like me to try something again instead of thinking I won't notice.

Grace de Castro · June 2016

I do appreciate the chat function of BB for FE. We choose FE on the button for chat selection before we chat so the support person know what software is in question. And they do attach a KB article for reference.

If my problem cannot be resolved right then, they always follow up by calling or having someone with more expertise (consultant) call us.

Melinda Dietrich · July 2016

Jill Freidmutter:

Melinda Dietrich:

Ryan Hyde:

Nora MacDonald:

I do miss the ability to send screen shots, especially when I get an error message. But I do also find chat convenient, though it was a lot nicer when no one used it and wait times were much shorter!

You can still send screen shots. I do this all the time! Just tell the person you're chatting with that you have a screeshot of the error code and they'll give you their email address to send it to I've never been denied a rep's email address in these situations.

I do wish there were a place to share screenshots within the chat client, though. That would make life easier.

We use a Snagit to capture screenshots. This tool includes a screencast.com link that allows me to copy the shot and place a link in the chat window, quite like support shares screenshots with me. Jing is another product that can be used to get to screencast.com. All are TechSmith products.

We have Snagit. Don't know how to do this. Is it easy to figure out?

Here are the instructions. http://screencast.com/t/gnxeJqH3F7U

Jill Freidmutter · July 2016

Melinda Dietrich:

Jill Freidmutter:

Melinda Dietrich:

Ryan Hyde:

Nora MacDonald:

I do miss the ability to send screen shots, especially when I get an error message. But I do also find chat convenient, though it was a lot nicer when no one used it and wait times were much shorter!

You can still send screen shots. I do this all the time! Just tell the person you're chatting with that you have a screeshot of the error code and they'll give you their email address to send it to I've never been denied a rep's email address in these situations.

I do wish there were a place to share screenshots within the chat client, though. That would make life easier.

We use a Snagit to capture screenshots. This tool includes a screencast.com link that allows me to copy the shot and place a link in the chat window, quite like support shares screenshots with me. Jing is another product that can be used to get to screencast.com. All are TechSmith products.

We have Snagit. Don't know how to do this. Is it easy to figure out?

Here are the instructions. http://screencast.com/t/gnxeJqH3F7U

Thank you!!!

Jill Freidmutter · July 2016

As someone who was very resistant to chat, I am beginning to get used to it, and even appreciate it.

Perry Hudkins · July 2016

I like chat and this is how I approach it:

I spend several minutes writing up a detailed description of my problem, my goal, and everything that I have tried so far. When someone picks up my chat I return their greeting, state whether this is a new or case number X problem and tell them that I am going to paste the information and wait until they review it. If I think my problem needs to be forwarded on to a CR specialist I put that information right at the top.

Then I paste and submit and move to another window on my computer and keep half an eye on the chat window. Part of my "so this doesn't drive me nuts" plan is to have an interruptible project established so that I can keep going.

James Andrews · July 2016

Perry Hudkins:

I like chat and this is how I approach it:

I spend several minutes writing up a detailed description of my problem, my goal, and everything that I have tried so far. When someone picks up my chat I return their greeting, state whether this is a new or case number X problem and tell them that I am going to paste the information and wait until they review it. If I think my problem needs to be forwarded on to a CR specialist I put that information right at the top.

Then I paste and submit and move to another window on my computer and keep half an eye on the chat window. Part of my "so this doesn't drive me nuts" plan is to have an interruptible project established so that I can keep going.

Excellent workaround. I did the same when I needed some help with SQL stuff -- I knew chat couldn't handle it so I wrote up the problem and asked them to forward it along.

Am I the only one who missed support@blackbaud.com?

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