Chat software provides better customer service for website guests. LibraryH3lp routes chats to all available staff, to targeted sub-groups, and even individuals.
-
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, ProQuest, & more.
-
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 guests 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 guests.
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.
-
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.
-
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.
-
Organize emails with tags.
-
Retain unlimited 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 to guests.
-
Customizable vacation auto-replies and signatures.
-
Support for web forms.
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.
-
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.
-
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.