The New Knowledgebase: Better Every Day [Customer Support]

June 11, 2015 Jake Spirek

I don’t know about you, but when I need help, the last thing I want to do is actually ask for it! Maybe it’s a guy thing. If I’m lost or looking for something, I’ll try every possible thing I can think of (99% of which involves my iPhone) to find the answer without having to ask someone. It’s bad enough if I have to ask someone standing in front of me, let alone calling someone for help.

It doesn’t matter how friendly the person is. I’d just rather solve it myself rather than have to call someone on the phone or wait for a response to an email. According to Forrester, I’m not the only one who thinks this way. Apparently 72% of customers would rather help themselves rather than call or email Support.

We have some pretty awesome Customer Support Analysts who are super friendly and will go out of their way to solve problems for our customers. Trust me, I know. Before I started working at Blackbaud about a year ago, I was a teacher at a small private school and was put in charge of implementing the K-12 ON Products at our school. Let’s just say I gave them a run for their money!

But when you’re working at a small private school, wearing a million different hats, the last thing you have time to do is sit on the phone and have a lovely talk with someone. Try walking through the hallway without running into 25 random requests from students and co-workers, and if you can do that, then maybe you have time to talk on the phone. Maybe.

There’s a better way. Enter the new Knowledgebase.

Articles, sans the login.

What if I told you that you could get to the new Knowledgebase without logging in? Now you can search right from or by clicking the Knowledgebase link at the bottom of the new Help Panel. Want to share an article with another teacher? No problem. No need to give them a handful of steps to be able to open it. Just click the link. Boom.

Mobile friendly.

Read the article on your iPhone that tells you how to solve your problem while running (not technically running, that’d be against the rules) to your next class. No more running with an open laptop.

Powerful search.

How about a search feature that lets you customize your search by product, article type, keyword and more? Click  the checkbox: “K-12 ON Products” to limit your search to those products. When you first land on the Knowledgebase, you’ll see a helpful tour to walk you through some of the features.

Better every day.

Besides all the new features we’ve been adding and improving, here’s probably the most important part: we’ve adopted a methodology called Knowledge Centered Support (KCS), which means we’re adding new helpful Knowledgebase articles every day. Each time you or another customer asks a question, we add an article or improve an existing one to make sure that these answers are available and helpful. If you’re anything like me, this should be music to your ears!

As with any new product, we still have improvements to make, and we gladly welcome your feedback. We are making daily improvements in our efforts to support you better.

So next time you have a question about one of our products, open up the new Help Panel in the app and click Knowledgebase, or swing by and give it a whirl. You just might save yourself a phone call and get some time back in your day!

Previous Article
A Collective Effort to Solve Boarding School Enrollment Challenges [PODCAST]
A Collective Effort to Solve Boarding School Enrollment Challenges [PODCAST]

Research conducted by The Association of Boarding Schools (TABS) shows that while the overall boarding scho...

View More
Letting Alumni Take Center Stage: A True Babson College Story [PODCAST]
Letting Alumni Take Center Stage: A True Babson College Story [PODCAST]

Imagine asking an alum to avoid saying amazing things about your school? What? That’s totally counterintuit...

Limited time offer: New onMessage schools receive the first year of subscription FREE!

Tell Me More