Virtual Reference and Helpdesk - Springshare Platform Use Case

<!DOCTYPE html><html lang="en"> <head> <meta charset="utf-8"> <title>Virtual Reference and Helpdesk - Springshare Platform Use Case</title> <meta name="description" content="Springshare's LibAnswers and 24/7 Co-op provide a one-stop shop solution for libraries to provide round-the-clock coverage of virtual reference."> <meta http-equiv="X-UA-Compatible" content="IE=edge"> <meta name="viewport" content="width=device-width, initial-scale=1, maximum-scale=2"> <link rel="shortcut icon" href="/assets/img/springy-i-32px.png" type="image/png"> <link rel="stylesheet" href="/assets/css/libs.css"> <link rel="stylesheet" href="/assets/css/style.css"> <link rel="preload" href="/assets/fonts/istok-web-v15-latin/istok-web-v15-latin-regular.woff2" as="font" type="font/woff2" crossorigin> <link rel="preload" href="/assets/fonts/istok-web-v15-latin/istok-web-v15-latin-700.woff2" as="font" type="font/woff2" crossorigin> <link rel="preload" 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href="/uses/interactive-maps.html"><span>Interactive Maps & Wayfinding</span></a></li> </ul> </div> </div> </div> <div class="col-lg-2 main-sub-mnu-banner"> <div class="main-sub-mnu-slider" data-flickity='{ "bgLazyLoad": 1, "bgLazyLoad": true, "fade": false, "prevNextButtons": false, "pageDots": false, "pauseAutoPlayOnHover": false }'> <a href="/libcal/" class="mnu-slider-item align-items-end" data-flickity-bg-lazyload="/assets/img/mega-menu-ad-back.png"> <div> <h5 class="mnu-slider-item-subtitle">Interactive Maps</h5> <h4 class="mnu-slider-item-title">Navigate Library Spaces w/ Maps</h4> </div> </a> </div> </div> </div> </div> </div> </li> <li class="menu-item-has-children open main-mnu-item-mega-mnu"> <a href="#!" data-title="Services"><span>Services</span><i class="material-icons">expand_more</i> </a> <div class="main-sub-mnu"> <div class="container"> <div class="row"> <div class="col-lg-10"> <div class="row main-sub-mnu-links"> <div class="col-10 mega-mnu-item" style="padding-left:1rem !important"> <ul class="main-sub-mnu-list main-sub-mnu-listh"> <li><a href="/services/coop.html"><span>24/7 Chat Cooperative</span></a> <div class="menu-item-desc">The world's largest virtual reference cooperative staffed by MLS-degreed librarians</div> </li> <li><a href="/services/design-build.html"><span>Design & Build</span></a> <div class="menu-item-desc">We'll help you set up and customize the look & feel of your Springy tools</div> </li> <li><a href="/services/custom-training.html"><span>Customized Training</span></a> <div class="menu-item-desc">Our product expert librarians provide training tailored to your needs</div> </li> <li><a href="/services/maps-creation.html"><span>SVG Maps Creation</span></a> <div class="menu-item-desc">Let us create amazing interactive maps of your library spaces</div> </li> </ul> </div> </div> </div> <div class="col-lg-2 main-sub-mnu-banner"> <div class="main-sub-mnu-slider" data-flickity='{ "bgLazyLoad": 1, "bgLazyLoad": true, "fade": false, "prevNextButtons": false, "pageDots": false, "pauseAutoPlayOnHover": false }'> <a href="/services/coop.html" class="mnu-slider-item align-items-end" data-flickity-bg-lazyload="/assets/img/mega-menu-ad-back.png"> <div> <h5 class="mnu-slider-item-subtitle">Cooperative</h5> <h4 class="mnu-slider-item-title">Worldwide Librarian Co-op</h4> </div> </a> </div> </div> </div> </div> </div> </li> <li> <a href="/company/" data-title="Company"><span>Company</span></a> </li> <li> <a href="https://blog.springshare.com" data-title="Blog"><span>Blog</span></a> </li> <li> <a href="/emaillist.html" data-title="Email Sign-Up"><span>Email Sign-Up</span></a> </li> <li> <a href="/trial.html" class="btn btn-with-icon top-mnu-btn"> <span>Request Info</span> </a> </li> </ul> </nav> </div> </div> </div> </div> </div> </nav> </header>  <div class="intro" style="background-color:#f3f7fb; min-height:10rem;"> <div class="intro-item" style="background-color:inherit; min-height:inherit"> <div class="intro-item-img-right" style="min-height:inherit; background-color:inherit; background-image: url('/assets/img/header-back-transp.svg');"></div> <div class="container"> <div class="row"> <div class="col"> <div class="intro-box" style="--max-width: 51.25rem;"> <div class="section-heading shm-none"> <div class="section-subheading" style="color:#f06f11">Use Cases</div> <h2 style="font-size:3rem">Virtual Reference & Helpdesk</h2> <p class="section-desc" style="font-size:1.5rem">Ensure your users get the answers they need, whenever and wherever.</p> </div> </div> </div> </div> </div> </div> </div>  <section class="section services" style="padding-top:0"> <div class="container"> <div class="row" style="margin-bottom:2rem"> <div class="col-lg-12 col-md-12 col-12 content" style="padding-top:2rem"> <div class="section-sub">Embed LibChat widgets into any webpage and take control of your institutional knowledge with a powerful ticketing system and FAQ builder. <a href="/libanswers/">LibAnswers</a> makes online reference easy for you and your users! Add <a href="/services/coop.html">24/7 Co-op Service</a> to help with local staffing and ensure 24/7 librarian access to your users. </div> </div> </div>  </div> </section> <section class="section section-bgc"> <div class="container"> <div class="row"> <div class="col-12"> <div class="section-heading heading-center"> <div class="section-subheading">Meet Patrons Wherever They Are</div> <h2>LibChat Lets You Connect with Patrons <i>Anywhere</i></h2> </div> </div> </div> <div class="row"> <div class="col-lg-8 col-md-6 col-12 content"> <p>LibChat is the premier chat reference tool used by thousands of libraries worldwide. Comprehensive chat functionality, screensharing, file-sharing, proactive chat widgets, and integrated workflows make LibChat an easy choice. </p> <ul> <li>Create multiple chat departments that reflect your workflows & needs.</li> <li>LibChat Dashboard makes it easy to monitor one, two, or even more chats at the same time.</li> <li>Create unlimited chat widgets of different types, and embed them anywhere.</li> <li>Screensharing option is available, helping librarians show patrons how to search and use library content.</li> <li>After each chat session, a transcript is emailed to the patron, with full details of the chat.</li> <li>Detailed statistics and analytics reports help with staffing and reference service evaluations.</li> </ul> <h6 style="margin-bottom:0">Embed LibChat Widgets In Courseware</h6> <p>LibChat widgets can be embedded into courseware pages with <a href="/libguides/">LibGuides CMS</a> LTI connector, making library reference service available from inside individual course pages. </p> <h6 style="margin-bottom:0">Embed LibChat Widgets in ILS and Discovery layer pages</h6> <p>LibChat widgets are javascript-based so they can be embedded into any webpage, including ILS and Discovery service pages, too. This makes librarian help available at a click of a button, from anywhere. </p> </div> <div class="col-lg-4 col-md-6 col-12 item content"> <img src="images/image-uses-reference-mobile.svg"> </div> </div> </div>  </section> <section class="section" style="padding-bottom:0"> <div class="container"> <div class="row items"> <div class="col-12"> <div class="section-heading heading-center"> <h2>Searchable FAQs for Anytime Self-Service Help</h2> </div> </div> </div> <div class="row"> <div class="col-lg-5 col-md-6 col-12 item content"> <img src="images/image-uses-reference-faq.svg"> </div> <div class="col-lg-7 col-md-6 col-12 content"> <p>Create a community knowledge base portal with FAQ entries containing videos, rich media, documents, and any info necessary for your users to find the answers they need. </p> <ul> <li>Create unlimited FAQs and organize them into Groups</li> <li>Include multimedia files (videos, files, pictures, etc.) to FAQs</li> <li>Embed FAQ widgets into any of your websites for easy-finding</li> <li>Increase FAQ content reach by embedding them in <a href="/libguides/">LibGuides</a></li> <li>Share FAQs during LibChats and use them in self-service Chatbot flows</li> <li>Create FAQs from patron questions with privacy info scrubbed</li> <li>Access-restricted internal FAQ groups for storing institutional knowledge</li> </ul> </div> </div> </div> </section> <section class="section section-bgc"> <div class="container"> <div class="row"> <div class="col-12"> <div class="section-heading heading-center"> <div class="section-subheading">Reference Approach To Wow Your Users</div> <h2>Everything You Need To Provide Exemplary Customer Service</h2> </div> </div> </div> <div class="row"> <div class="col-lg-6 col-md-6 col-12 item"> <div class="pricing-item item-style pricing-item-i"> <header class="pricing-item-header"> <div class="pricing-item-heading">LibAnswers - A Leading Virtual Reference Platform</div> </header> <div class="pricing-item-h"> <div class="pricing-item-content"> <p> LibAnswers has all the features you need to provide service that will wow your patrons - everything from FAQs, chat, email, texting, and even screensharing. LibAnswers is the answer! </p> <div class="btn-group justify-content-center"> <a href="/libanswers/" class="btn btn-with-icon ripple"><span>More on LibAnswers</span> <svg class="btn-icon-right" viewBox="0 0 13 9" width="13" height="9"><use xlink:href="/assets/img/sprite.svg#arrow-right"></use></svg> <span class="el-ripple-circle" style="left: 226.766px; top: 7.07031px;"></span></a> </div> </div> </div> </div> </div> <div class="col-lg-6 col-md-6 col-12 item"> <div class="pricing-item item-style pricing-item-i"> <header class="pricing-item-header"> <div class="pricing-item-heading">Extend Coverage With Our 24/7 Reference Co-op</div> </header> <div class="pricing-item-h"> <div class="pricing-item-content"> <p> Springshare operates the world's largest virtual reference cooperative, with MLS-degreed librarians ensuring your patrons have 24/7 access to qualified librarian assistance. </p> <div class="btn-group justify-content-center"> <a href="/services/coop.html" class="btn btn-with-icon ripple"><span>More on 24/7 Co-op</span> <svg class="btn-icon-right" viewBox="0 0 13 9" width="13" height="9"><use xlink:href="/assets/img/sprite.svg#arrow-right"></use></svg> <span class="el-ripple-circle" style="left: 226.766px; top: 7.07031px;"></span></a> </div> </div> </div> </div> </div> </div>  </div> </section> <section class="section section-dark lazy" data-background-image-set="url('/assets/img/contact-section-bg.jpg') 1x, url('/assets/img/contact-section-bg@2x.jpg') 2x" style="background-image: url('/assets/img/contact-section-bg.jpg'); background-image: -webkit-image-set(url('/assets/img/contact-section-bg.jpg') 1x, url('/assets/img/contact-section-bg@2x.jpg') 2x); background-image: image-set(url('/assets/img/contact-section-bg.jpg') 1x, url('/assets/img/contact-section-bg@2x.jpg') 2x)" data-loaded="true"> <div class="container"> <div class="row justify-content-center"> <div class="col-xl-6 col-lg-7 col-lg-8"> <div class="section-heading heading-center shm-none"> <h2 class="banner-dark-heading">Ready for the Next Steps?</h2> <p class="section-dark-desc"> We'd love to share more info, examples of real-world usage, and organize a demo for you and your colleagues.</p> <div class="btn-group justify-content-center"> <a href="/trial.html" class="btn btn-with-icon ripple"> <span>Request Info</span> <svg class="btn-icon-right" viewBox="0 0 13 9" width="13" height="9"><use xlink:href="/assets/img/sprite.svg#arrow-right"></use></svg> <span class="el-ripple-circle" style="left: 226.766px; top: 7.07031px;"></span></a> </div> </div> </div> </div> </div> </section>  </div>   <footer class="footer" style="background-image: url('/assets/img/footer-section-bg.jpg'); background-image: -webkit-image-set(url('/assets/img/footer-section-bg.jpg') 1x, url('/assets/img/footer-section-bg@2x.jpg') 2x); background-image: image-set(url('assets/img/footer-section-bg.jpg') 1x, url('/assets/img/footer-section-bg@2x.jpg') 2x)"> <div class="footer-main"> <div class="container"> <div class="row items"> <div class="col-xl-5 col-lg-5 col-md-6 col-12 item">  <ul class="footer-social-links" style="float:right"> <li> <a href="https://www.facebook.com/springshare" title="Facebook"> <svg viewBox="0 0 320 512"> <use xlink:href="/assets/img/sprite.svg#facebook-icon"></use> </svg> </a> </li> <li> <a href="https://www.linkedin.com/company/springshare" title="LinkedIn"> <svg viewBox="0 0 448 512"> <use xlink:href="/assets/img/sprite.svg#linkedin-icon"></use> </svg> </a> </li> <li> <a href="https://twitter.com/springshare" title="Twitter"> <svg viewBox="0 0 512 512"> <use xlink:href="/assets/img/sprite.svg#twitter-icon"></use> </svg> </a> </li> </ul> <div class="footer-company-info"> <div class="footer-company-top"> <a href="/" class="logo" title="Springshare"> <img data-src="/assets/img/logo-footer.png" class="lazy" width="150" height="30" src="data:image/gif;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAQAAAC1HAwCAAAAC0lEQVR42mNkYAAAAAYAAjCB0C8AAAAASUVORK5CYII=" alt="Springshare"> </a> <div class="footer-company-desc"> <p>Since 2007 we've been developing affordable, standards-based software solutions for libraries, educational institutions, and non-profits. 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Virtual Reference and Helpdesk - Springshare Platform Use Case