BlackBeltHelp

        • EduBot - AI Chatbot and Voice Bots

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

          Conversation-Driven AI for natural, personalized assistance, always available, immediate service named AI voice Bot and chatbot for higher education is trusted by over 200 Colleges and Universities

          EduView - Integrated Support Platform

          Revolutionizing how advisors get and deliver information

          EduView transforms how advisors access and deliver information, simplifying complex tasks with a single click.

          EduMessenger - Bi-Directional, AI-Powered Texting

          Broadcast announcements and use bidirectional SMS messaging to drive student engagement and success

          We can drive active participation and specific actions through targeted outbound campaigns through student engagement messenger which offers broadcast announcements and two-way messaging.

          Data and Analytics - CX Portal

          Real-time reports, dashboards, and tools for resource planning and decision-making.

          Seamless integration of campus systems into a student services tool by CX Portal enhancing institutional efficiency, real-time insightful dashboards provided.

        • IT Helpdesk ​Support

          24/7 consistent, high-quality IT Helpdesk Support

          Discover why over 200 colleges and universities trust BlackBeltHelp as the premier provider of 24/7 IT helpdesk support services in higher education, offering AI solutions that ensure anytime, anywhere support.

          Student Services Support

          24/7, one-stop student services support

          Round-the-clock student service support for higher education offers a comprehensive solution for all student needs, conveniently accessible through a single platform.

          Admissions Support​

          24/7 inquiry, application, and admissions support

          Optimize your admissions procedures to boost enrollment while reducing the cost per student through support from the Admission Helpdesk for higher education.

          Financial Aid Support

          24/7 Financial Aid support for students and their families

          Financial aid Helpdesk support for higher education assist students and guardians through the entire financial aid process.

          LMS Helpdesk ​Support

          24/7 Blackboard®, Canvas®, D2L®, and Moodle® LMS support

          Our round-the-clock LMS helpdesk support for higher education encompasses "always on" assistance for Blackboard®, Canvas®, D2L®, and Moodle® LMS platforms, ensuring secure, cost-effective, and continuous support.

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Metropolitan State University of Denver​​

How Metropolitan State University of Denver enhanced student support and service efficiency with BlackBeltHelp’s IT & LMS Helpdesk solutions.

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About the Institution

Founded: 1965
Total Enrollment: 16,995

Metropolitan State University of Denver (MSU Denver) is a public university located in downtown Denver, Colorado. Known for its affordability and accessibility, with over 100 majors and minors, MSU Denver offers a diverse range of undergraduate and graduate programs. With a focus on experiential learning and community engagement, the university prepares students for successful careers and meaningful contributions to society.

Website: www.msudenver.edu

The Challenge

Metropolitan State University of Denver encountered several challenges in managing student support, especially with the increased demand due to remote learning.

The university needed to address:

  • A growing volume of support tickets, leading to delays in response.
  • Low First Call Resolution (FCR) rates, impacting student satisfaction.
  • Inefficiencies in delivering timely and accurate support across multiple channels.

The Solution

For nearly two years, BlackBeltHelp has provided MSU Denver with IT & LMS helpdesk support, along with AI Chatbot and EduView solutions. This partnership has led to significant improvements in First Call Resolution Rate, Customer Satisfaction, and a noticeable decrease in support ticket volumes, demonstrating how the right tools and strategies can deliver high-quality support at a lower cost.

The Impact

  • 79% First Call Resolution Rate
  • 91% Week of Resolution Rate
  • 86% Customer Satisfaction Rate
  • 8% Decrease in Support Tickets

In Their Words

“BlackBeltHelp is very good at taking all student inquiries and our students get the biggest support from BlackBeltHelp 24/7. BBH was a huge support in our rush time. They are the first option for us. EduView really streamlined the training and onboarding process. Its an intutive platform to use. Our students always call and easily get anytime assistance.”

Nikki Hoback
Service Desk Manager
Metropolitan State University of Denver​​