BlackBeltHelp

        • 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.

          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.

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

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

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

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

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

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

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

          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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University of Nevada, Reno​​

How University of Nevada, Reno addressed resource limitation and improved student experience with BalckBeltHelp’s IT & LMS Helpdesk and AI Chatbot solutions​​

About the Institution

Founded: 1874
Total Enrollment: 20,945

The University of Nevada, Reno (UNR) is a public land-grant research university in Reno, Nevada. It is the state’s flagship public university and primary land grant institution. It was founded on October 12, 1874, in Elko, Nevada.​

Website: www.unr.edu

The Challenge

UNR 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 to serve students and staff.
  • Providing quick response and achieving First Call Resolution (FCR) during after-hours.
  • Additional support for IT Helpdesk staff during holidays.

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

  • 55 Secs. Avg. Speed to Answer
  • 91% Answer
    Rate
  • 90% First Call Resolution​
  • 92% Chatbot Resolution Rate​

In Their Words

“It was a breath of fresh air to begin working with BlackBeltHelp. We have been extremely impressed, both with the product as well as with the team. You have an outstanding service and an equally outstanding support staff!​”

Ben Roelofs
Director of User Services​
University of Nevada, Reno​​