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.

  • Request a Demo

Cleveland State University​​

How Cleveland State University improved student support efficiency and enhanced service delivery with BlackBeltHelp’s IT & LMS Helpdesk solutions.

Download Case Study

About the Institution

Founded: 1964
Total Enrollment: 14,385

Cleveland State University (CSU) is a public research university in Cleveland, Ohio. CSU offers a diverse range of academic programs across 10 colleges and schools. Known for its commitment to student success, CSU provides numerous opportunities for experiential learning, including internships, co-ops, and research projects. The university’s urban campus offers a vibrant environment and easy access to cultural attractions and professional opportunities.​

Website: www.csuohio.edu

The Challenge

Cleveland State University faced challenges in managing growing student support demands, especially with the transition to eLearning and the need for robust IT services. Initially, the university struggled to keep up with student inquiries, resulting in delays and a lack of real-time support, which impacted the overall student experience.

The university realized the need for:

  • Comprehensive IT and LMS helpdesk support to handle increasing interaction volumes.
  • Reducing response times and ensuring high First Contact Resolution (FCR)

The Solution

Since 2014, BlackBeltHelp has provided Cleveland State University with LMS support, handling 2,500 interactions through live chat, email, and phone. In 2021, the university expanded its partnership to include IT helpdesk support, increasing interactions to 10,000 annually.

The Impact

  • 69 Secs. Avg. Speed to Answer

  • 90% SLA
  • 12K+​​ Annual Interactions​
  • 85% Resolution Percentage

In Their Words

“We saw a tremendous increase in customer satisfaction with our helpdesk services. We noticed continuous improvement-whenever we brought issues to the table and asked for changes, there was no hesitation; they were implemented. BlackBeltHelp excels at bringing new ideas, taking our feedback, and putting it into practice.”

Zachary D Shanes
IT Services Coordinator​
Cleveland State University (CSU)​​