Good day everyone!
I was wondering if anyone that uses managed 24/7 support can shed some details on their experience, who they use, etc...?
Anyone and everyone is welcome to post please!
University of Texas at Dallas has 24/7 support through Blackboard's Helpdesk Support. We have both a toll-free number as well as a chatbots that are used.
We have used Blackboard 24/7 student support since 2015. For a year we also used the tier 2 support for faculty but then we stopped using that because we didn't have may faculty contacting them out of business hours. The tier 1 support has gone through a lot but now it is at a point that we are happy with it. They record calls and you can listen to them afterward. They turn chats to tickets. They escalate tickets properly and follow your instructions about how to answer users' questions. We aren't using then new chatbot yet (I think it is called Ivy) but we have asked for a demo. Please let me know if you have any questions.
Thanks Hengameh and Letitia, seems like alot of BB clients use blackboard support.
Question for the both of you. Can the chatbot do live support and/or have that support be used internally before transferring after hours support to BB?
Example: If it's before 5pm and the Schools office support hours are between 8am and 5pm. The user does online chat, and the school takes the chat, then after 5pm BB takes the chat.
Does anyone else use any alternative companies?
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