Blackbaud’s Support Site Wins 'Ten Best Web Support Sites' Award

In addition to performance criteria, Blackbaud was honored for key site features including:

• Case Central and Knowledgebase Integration, which enables customers to not only contact Support online for assistance but also potentially answers their questions simultaneously.
• Knowledgebase Subscriptions, through which customers can subscribe to alerts and specific solutions to be immediately notified of changes automatically.
• Knowledgebase Feedback Forms, for customers to rate the effectiveness of their search experience as well as specific solutions, enabling staff to take action accordingly to improve customers’ experience.

Additionally, the company was evaluated based on the successful replacement of its Knowledgebase last year. Since its release, the number of customers who use Knowledgebase and the frequency of their visits have almost doubled, confirming the benefits of the new infrastructure and more user-friendly experience. Simultaneously, Blackbaud Support implemented Knowledge-Centered Support (KCS), a business methodology that was developed by the Consortium for Service Innovation, a nonprofit alliance of customer service organizations, to help organizations solve customer issues faster, improve customer success, and build organizational learning.