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24/7 Chat Cooperative
Our affordable 24/7 Chat Co-Op ensures your patrons have round-the-clock access to expert librarians.
Millions of Answered Questions
Our MLS-degreed librarians deliver nonstop online chat coverage to member libraries around the world. Co-Op librarians have responded to millions of reference chats that would have otherwise gone unanswered.
600+ Participating Libraries
6M+ Answered Chats
1500+ Participating Librarians
Countless Satisfied Patrons
Expert Help for Your Community
Flexible Service Model
Your Virtual Reference Service Desk is Always Open
Answer Local Chats First
If you want guaranteed first dibs at answering your patrons' questions first, we've got you covered!
Cascading Fallback Widgets
Control how and when a chat cascades from in-library chatbots or chat departments to the Cooperative so patrons get help even when you're offline or busy.
Custom Coverage Hours
Not every library is in need of 24/7/365 coverage. You pick which days and hours you'd like coverage with flexible pricing.
Post-Chat Follow-Up
Automatically create a ticket in your library's LibAnswers system so you can follow-up with your patrons afterwards.
24/7 Staffing FAQ Group
Create unique FAQs with your hours of operation, links to databases and catalogs, shortcuts to LibGuides, and more so global librarians can best serve your patrons.
Rigorous Quality Control
Springshare has a rigorous quality control process to ensure all chats receive the highest quality of answers.
Flexible Service Models to Fit Your Needs and Requirements
Local Contribution to Co-Op
No Contribution to Co-Op
We understand that some libraries do not have any additional staff time to contribute to the co-op staffing, and that is okay. We will still ensure your chat queues are covered 24/7/365.
Cooperative Features That Make Your Life Easier
Global & Local Cooperatives
We operate cooperatives for Academic Libraries and Public Libraries, and even provide support en español, so your patrons will always get targeted help. You can also form a local cooperative for priority access to each other's questions.
Chat Statistics for Your Users
The system provides actionable, in-depth statistics. View a breakdown of chat traffic, tickets, average wait times, patron ratings, and more. Review chats and provide feedback to the answering library for in-house improvement.
Librarian Activity Dashboard
Visit the Cooperative Dashboard to view your activity, co-op admins, member institutions, and other co-op librarians. Review your institution's schedules, top answerers, chat ratings, and other useful statistics.
Ready for the Next Steps?
Springshare's 24/7 Co-Op ensures your patrons have access to MLS-degreed librarians anytime. We'd love to demonstrate how it can help your library's virtual reference service.