An update on Chat

December 3, 2015 Sarah Lindahl

It’s Sarah and Nicole again! We’ve been busy, busy, busy helping you guys solve your problems over chat! In fact, we have been SO busy that we’ve been adding new people to help us get to you faster! We are working hard to build up our staff for Chat so we can have lower hold times AND eventually extend hours. That’s right, hopefully soon you will be able to get us over Chat during the normal Support hours instead of just from 8:30 am- 5:30 PM EST!

We’re just as excited as you guys are to see how Chat has grown and how many regular Chatters we have! Whether you Chat us once a day or 100 times a day, we are always happy to hear from you!

We have had some road bumps since implementing Chat (these things happen whenever you try to make changes) but we have been diligently documenting your feedback and working to improve Chat so it is bigger, better, stronger and faster!

One thing you may have noticed is that we have made it so that Chat pops completely out when you start a Chat with us. This was because of an ongoing issue with some users getting a tiny chat window in certain browsers. After trying different styles, functionalities and environments, we have eliminated this issue entirely by adjusting to the pop out window. We hope you enjoy it as much as we do! This new window is entirely separate window from your App window so it makes it easier to navigate through your system while chit-chatting with us.

About the Author

Sarah Lindahl

Customer Support Analyst, Blackbaud’s K–12 Private Schools Group

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