Blackbaud Support outsourcing?

@Patrick Manning

So true, I experienced this yesterday with a question about how can I get a Lybunt report in NXT. The response was so weird in the way they used words. It was like they were reading from a script but not using words properly. Did not know if I can run a Lybunt report and said it's not available in NXT yet. I knew right away this was not the regular folks I've chatted with before. I chat so many times that I know the names of really good ones. This was not a name I've seen before and could tell they did not work directly for BB. So of course I had to confront them! Can you run a Lybunt report/list from NXT?

Patti Posey - Stamford Hospital Foundation

@Patti Posey, it IS somewhat possible to run a LYBUNT list from NXT. You would go to Lists and enable the Last Gift filter. Then, under Last Gift, select the date criteria “Last Calendar Year” or “Specific Range”. (Obviously, “Last Calendar Year” has some limitations, because if you run it in January, it will include people who gave just the previous month, in December. In this case, the specific range field would be better.) This List will give you everyone who gave last year, but not this year.

In the same way, you could run a SYBUNT list in webview as well, by just adjusting your date ranges.

@Anastasios Christoforatos, to be honest, I've only used Support chat once since February. The rep who handled us was friendly enough, but the case I gave him was a tough one, related to back-end programming glitches in the newly “webview-ized” code tables. So of course he couldn't solve our problem, and that wasn't his fault.

Our Financial Edge staff have had more encounters with the foreign Support staff. You can tell they're foreign when you read the Chat transcripts, and they use language like, “Just to confirm you want to set the account to default, accurate?” (Accurate instead of correct.) Overall though, their help has been adequate and we really haven't had any complaints. I agree with others that if you have a poor experience, use the survey - it's the best way to share so that BB can assess overall customer satisfaction.

My bigger peeve is that we (our FE staff) get answered with an AI bot first before being transferred to a live staffer. The only thing the AI bot can do is look up KB articles, and generally, if I'm reaching out to Chat, I've already scoured the KB articles myself.

@Patti Posey, yes - you would enable another Filter, Custom Fields. Once enabled, you can click into the specific Custom Fields and set the value that you want.

Step 1: Enable Custom Field, and click Apply Changes

Step 2: Once it shows on the List Filters bar, click it open and select your criteria.

Another option is that you can create a separate list for people of that Attribute and then merge it out of the new LYBUNT list, using the Exclude option:

@Anastasios Christoforatos One of the great features of this platform was the tech support. The algorithm governing the knowledgebase has always been awful, but the support guys always saved me. Since the switch was made, a majority of my questions have gone unanswered within chat. More than half of my inquiries end in the agent asking to reply to me via email. Sometimes that takes days and when the reply does come, it isn't the answer to my question. All of the agents are super friendly, and, I believe, are doing their best. They just don't know the system nearly as well as I do. I do find it interesting that the switch took place following my re-upping for three years with a 35% subscription increase. This will definitely be something I bring up when my rollover is up.