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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Cornell University

How BlackBeltHelp’s After-Hours IT Helpdesk Support Streamlined Cornell University’s Support Departments

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About Cornell University

Founded: 1864
Total Enrollment: 25,898

Cornell University is a private Ivy League land-grant research university based in Ithaca, New York. The university was founded in 1865 by Ezra Cornell and Andrew Dickson White. Since its founding, Cornell has been a co-educational and non-sectarian institution. As of fall 2022, the student body included over 15,000 undergraduate and 7,000 graduate students from all 50 U.S. states and 130 countries.​

Website: www.cornell.edu

The Challenge

Before integrating BlackBeltHelp’s helpdesk support solutions, the college faced significant challenges, particularly with the lack of availability during after-hours to address queries. Students often experienced difficulty accessing pertinent information and navigating complex systems, leading to frustration and dissatisfaction.

Cornell University encountered various challenges, including:

  • Their student/staff needed a helpdesk solution.
  • Giving quick response to users during after-hours.
  • Proving them with First Call Resolution during after-hours.

The Solution

BlackBeltHelp has provided after-hours support, which has eased the workload and allowed students to call the helpline number and get their queries answered without hassle. This integration has significantly improved the student experience by providing timely and effective support, enhancing overall satisfaction.

The Impact

  • 55 Secs. Avg. Speed to Answer
  • 92% Answer
    Rate
  • 90% First Call Resolution​​
  • 1500 Annual Interactions​​

In Their Words

“BlackBeltHelp does off-hours support for us and it has been pleasure working with them. They have been helping us in handling the calls efficiently even during the increase in call volumes. We have the confidence in BlackBeltHelp during outages and know that our customers will get every support needed even when we are not working.​”

Keyan Williams
Assistant Director, I.T. Support Operations​​
Cornell University