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        • 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.

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

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

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

          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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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​​