# Which financial aid software platforms have strong customer support for families having difficulty with online applications?

<p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">I'm looking at<a class="a a--md" elv="true" href="https://www.g2.com/categories/financial-aid-software"> </a><a class="a a--md" elv="true" href="https://www.g2.com/categories/financial-aid-software">Financial Aid Software</a> with one question in mind: what happens when a family gets confused partway through. Every tool still generates some questions, so the real test is whether someone helps the family finish instead of leaving them to give up. Here are the ones set up to support families directly, and I'd like to hear how that support felt in practice.</p><ul>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/facts-financial-aid-management/reviews"><strong>FACTS Financial Aid Management</strong></a> (K-12) gets the strongest word on this. Reviewers say the support team is quick to reach and good at explaining the confusing parts, like which tax documents are needed, in terms families understand. A few also note the review process itself can feel slow.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/blackbaud-financial-aid-management/reviews"><strong>Blackbaud Financial Aid Management</strong></a> (K-12) backs families with an in-house team that reviews each application and follows up on what is missing, plus parent support and an application in English and Spanish. The caveat is that it has very few G2 reviews, so this is more about the setup than a proven track record.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/ellucian-student-aid-bundle/reviews"><strong>Ellucian Student Aid Bundle</strong></a> (higher ed) offers an AI assistant that answers applicant questions on the spot. That helps, but it is self-serve rather than a person, and the product is new with almost no reviews yet.</li>
</ul><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">The big higher-ed platforms like Workday and the full Ellucian suite mostly support the school's aid office, not families directly, so families there lean on staff instead.</p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">For anyone who has fielded the calls: which of these actually kept families from giving up, and where did your team still have to step in?</p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true"></p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true"></p>

##### Post Metadata
- Posted at: 10 days ago
- Author title: Tech Consultant
- Net upvotes: 1


## Comments
### Comment 1

FACTS getting positive marks specifically for explaining which tax documents are needed in plain language is the most useful support signal here. That is exactly where families abandon applications. An AI assistant answering questions on the spot helps, but it handles known questions, not the edge cases that actually generate phone calls.

##### Comment Metadata
- Posted at: 5 days ago
- Author title: Writer





## Related discussions
- [How well does Trello scale into a larger team?](https://www.g2.com/discussions/1-how-well-does-trello-scale-into-a-larger-team)
  - Posted at: about 13 years ago
  - Comments: 6
- [Can we please add a new section](https://www.g2.com/discussions/2-can-we-please-add-a-new-section)
  - Posted at: about 13 years ago
  - Comments: 0
- [Quantifiable benefits from implementing your CRM](https://www.g2.com/discussions/quantifiable-benefits-from-implementing-your-crm)
  - Posted at: about 13 years ago
  - Comments: 4