Everything you need for better customer service
Chat software provides better customer service for website guests. LibraryH3lp routes chats to all available staff, to targeted sub-groups, and even individuals.
Chat boxes for website visitors
- Customizable, white-label chat boxes.
- Accessible via assistive technology.
- Configurable chat box behaviors: embed on a page, float over the page, or pop out into separate window. Tabs? Sure!
- Proactive chat invitations increase customer engagement.
- Secured with SSL encryption. Optional transcript storage.
- Integrated file sharing and e-mail transcript functions.
- Works within any mobile app, including Boopsie.
- Works within any CMS, including LibGuides.
- Integrates with Facebook, EBSCO, Summon, & more.
Answering incoming web chats
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Flexible staffing options. Answer chats from:
- Your computer on any browser or Jabber client.
- Your tablet or smartphone with mobile Jabber app.
- Customizable canned (pre-scripted) responses.
- Auto-respond to waiting patrons with customizable greeting.
- Transfer chats between colleagues.
- Integrated file sharing and e-mail transcript functions.
- Can't fully answer? Tag any chat for later followup.
- Busy? Finish current questions before receiving new ones.
- Block abusive visitors.
Knowledge base software provides 24/7 self-help for website guests. LibraryH3lp FAQs work standalone or embedded within any web page and include a mobile-specific version.
Searching and browsing FAQs
- Search results instantly updated as visitors type.
- Visitors can vote answers as helpful or not helpful.
- Sort results by views, last updated, votes, or alphabetically.
- Browse questions by topic.
- Hover-over question previews to see the full answer.
- Integrated live chat box and e-mail contact form.
- Integrated mobile version for visitors on smartphones.
- Embed your entire FAQ or portions within any web page.
Build or import FAQs
- Make a FAQ public as a knowledge base for visitors.
- Keep a FAQ internal as a staff-only knowledge base.
- 18 pre-configured themes to get you started.
- Customize at will. All templates available to you. Or take advantage of our free design service to make the theme match your website.
- In-place editing for easy content update.
- Powerful dashboard for advanced FAQ management.
- Free friendly URLs. Use your own domain.
- Don't start over. Import your existing knowledge bases.
Email software provides better customer follow up. LibraryH3lp lets you seamlessly transition from chat to email and manage email in one place.
- Easy transition from chat to email.
- Shared mailboxes organized by department or group.
- Label emails to stay organized.
- Retain email history with archive feature.
- Forward email from external accounts and keep everything in one place.
- Forward text messages sent when chat is offline to email. Replies go back as text messages.
Text messaging software provides better customer service for mobile guests on-the-go. LibraryH3lp instantly routes texts to staff or saves texts sent after-hours for delivery later.
- Guests text your dedicated 10-digit number.
- Instant message delivery direct to operator. No email middle step.
- Same interface for answering both texts and website chats.
- Transfer texts between colleagues and organizations.
- Integrated file sharing and e-mail transcript functions.
- Provide custom after-hours auto-reply or forward to email.
- Forward voice calls to your regular phone or helpdesk.
- No phone or other hardware needed.
- Reuse your number with other products like ILLiad.
- Integrates with Google Voice.
Provide consistent and superior customer service with customizable software workflows, built-in collaboration tools, and comprehensive statistics.
Assessment and quality control
- Monitor on-going chats in real-time. Intervene if needed by transferring chats to another person, branch, or department.
- Browse chats and statistics. Download chat metadata in CSV format for import into your favorite spreadsheet program.
- Analyze your service and traffic trends with interactive graphs. Data downloadable in CSV format.
- Comprehensive reporting: chats by hour and day of week, chats per month, chats per queue, wait times by operator.
Collaboration and Workflow
- Route guests to specific experts or groups (depts, branches).
- Route guests between groups based upon staff availability.
- Use private IM and conference rooms to connect staff.
- Visual cues to show staff where a guest starts a chat.
- Build profiles staff can reference when answering chats. Shared credentials, common links, assignment hints & more.
- Integrate your current e-mail reference system.
- Your subscription can cover your entire organization.
Build and manage consortial virtual services of any size with LibraryH3lp.
- Dynamic guest routing between staffing participants.
- Cross-refer and transfer guests.
- Communicate with colleagues using individual or group chat.
- Flexibly cover local and shared responsibilities.
- Don't have partners? Build a grassroots collaboration with any of the hundreds of organizations using LibraryH3lp.
- We can configure your collaborative service.
Expand customer service hours through our back-up staffing partner, Chatstaff.
- Staffed by professional MLS librarians.
- Experienced with both academic and public libraries.
- Flexible options: cover 24/7, or whenever your in-house service is offline, or select hours. The choice is yours.
- Delivers high quality and effective services.
- 12 second average wait time!
- Helps you implement your service and generate reports.
- Chatstaff is priced separately from LibraryH3lp.
Take the first step toward better customer service today
Try it FREE for 90-days
No risk, no obligation, no feature restrictions
Right-click to download a PDF overview of LibraryH3lp
New! Ask a Librarian mobile app
A
completely free
mobile app that connects patrons to all of your library's reference services, including chat, texting, email, and frequently asked questions. All libraries and library consortia -- not just LibraryH3lp subscribers -- are invited to participate.