BlackBeltHelp

        • EduBot - AI Chatbot and Voice Bots

          Generative and curated AI Bot with seamless campus integration for personalized and immediate assistance

          Through seamless integration with your campus systems, EduBot Chat and Voice address questions related to IT, LMS, admissions, financial aid, registrar, bursar, general adinistration and beyond.

          EduView - Integrated Support Platform

          Streamline and centralize how support staff receive and deliver information

          A single-screen platform for viewing all user information across multiple systems, and performing all support activities from password reset to tier 2 support ticketing and resolution.

          EduMessenger - Bi-Directional, AI-Powered Texting

          Boost student engagement with targeted and automated SMS outreach and inbound communication.

          Drive engagement and prompt action with EduMessenger’s two-way AI-powered and automated text messaging.

          Data and Analytics - CX Portal

          Real-time insights and analytics for resource planning and decision making.

          Access comprehensive data, reporting and analytics from call volume and chat engagements to student behavior and beyond.

        • IT Helpdesk ​Support

          24/7, cost-effective, IT helpdesk services

          Address issues related to hardware, software, Networking, Email, Office 365, and beyond.

          Student Services Support

          24/7, One-Stop student support services

          Around-the-clock, multimodal, personalized student support services.

          Admissions Support​

          24/7 admissions assistance from inquiry to enrollment

          Streamline the admissions process through around-the-clock, multi-channel, assistance to prospective students.

          Financial Aid Support

          24/7 financial aid assistance to students and their families

          Streamline the financial aid process through around-the-clock, multi-channel, assistance to students and their families.

          LMS Helpdesk Support

          24/7 support for all leading LMS platforms

          Comprehensive LMS support for Blackboard®, Canvas®, D2L®, and Moodle®, ensuring secure and uninterrupted assistance.

          Enterprise Application Support

          24/7 Tier 2, 3, and 4 Application Support

          Round-the-clock Tier 2, 3 and 4 enterprise application support to streamline operations, enhance security, and ensure IT reliability for higher ed institutions.

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Pasadena City College

How Pasadena City College addressed resource limitation and improved student experience with BalckBeltHelp’s IT & LMS Helpdesk and AI Chatbot solutions.

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About the Institution

Founded: 1924
Total Enrollment: 26,000

Pasadena City College (PCC) is a public community college in Pasadena, California, known for its focus on transfer programs to four-year universities. It has a large student body and offers associate degrees and certificates in a variety of fields. With a reputation for affordability and academic excellence, PCC boasts a high transfer rate to prestigious universities like UCLA and UC Berkeley.

Website: www.pasadena.edu

The Challenge

PCC faced delays in addressing support requests due to manual handling, coupled with staffing and resource limitations. These delays resulted in students experiencing difficulty in accessing pertinent information and navigating campus systems and services, leading to frustration and dissatisfaction.

The university realized the need for:

  • An extended helpdesk solution for after-hours, weekends, and holidays to serve students and staff.
  • Providing quick response and achieving First Call Resolution (FCR) during after-hours.

The Solution

In 2021, BlackBeltHelp deployed its IT & LMS Helpdesk and AI Chatbot across various departments, including IT, Admissions, Records, Registration, Financial Aid, and Accounts Receivable Services.

The Impact

  • 52 Secs. Avg. Speed to Answer
  • 93% Answer
    Rate
  • 85% First Call Resolution​​
  • 89% Chatbot Resolution Rate​

In Their Words

“BlackBeltHelp always steps-up to provide immediate support to Pasadena City College’s students for the challenges that arise on Admissions, Financial Aid, and Enrollment. Having a reliable Call Center where our students can talk to a professional well-versed in our campus procedures reduces anxiety and accelerates our ability to deliver information quickly.”

Candace Jones
Vice President – Business Services​
Pasadena City College