LibAnswers with LibChat

Streamline your library’s user support with virtual reference tools that organize and track questions to ensure every request is answered.

• Streamline Communication: Centralize questions from all channels—email, chat, SMS, and more—to respond, assign, and track their statuses with ease.
  
  
• Offer Multiple Channels: Give users the flexibility to communicate with web forms, emails, live chat, or SMS messages.
  
  
• Optimize Workflows: Boost efficiency with ticketing hierarchies, task reminders, and custom notifications.
  
  
• Customize Messages: Save time with custom email templates, confirmation messages, and signatures.  

Join thousands of libraries worldwide who have adapted LibChat as their comprehensive chat system. 

• Seamless Integration: Embed chat widgets in your library website or ILS to make support from a librarian accessible anywhere it's needed.
  
  
• Flexible Workflows: Automatically route chats using robust settings that align with your library’s structure and service needs.
  
  
• Enhanced Support Tools: Use screen sharing to guide users through searching and using library resources. Plus, they can receive a full chat transcript for their reference.
  
  
• Actionable Insights: Use detailed analytics to evaluate chat trends, identify service gaps, and make data-driven decisions to improve workflows and optimize staffing.

Empower your user community with a searchable repository of answers to their most commonly asked questions.

• Centralized Knowledge Base: Create and manage a searchable FAQ database that addresses common questions, reducing repetitive inquiries.
  
  
• Customizable Organization: Organize FAQs by subject, audience, or visibility settings to ensure users find the most relevant answers quickly.
  
  
• Seamless Sharing: Integrate FAQs into your library or institution's website, and share them via chat, email, or widgets. 
  
  
• Data-Driven Improvements: Use analytics to identify popular topics and adjust content to better support research, browsing, or learning needs.

Simplify quality of service assessment with custom scales, parameters, and specifications.

• Comprehensive Data Collection: Track and analyze reference interactions across all communication channels to gain insights into users' needs.
  
  
• Quality of Service Surveys: Automatically send follow-up surveys to gather feedback and improve the library’s customer service and user experience.
  
  
• Measure Satisfaction: Use the Net Promoter Score℠ add-on to gain access to a trusted industry-standard tool and identify areas of success and opportunities for growth.
  
  
• Customizable Reporting: Generate detailed reports to evaluate trends, optimize workflows, and support grant applications or end-of-year reports.