LibAnswers with LibChat - Reference and Helpdesk Platform for Libraries and Educational Institutions

<!DOCTYPE html><html lang="en"> <head> <meta charset="utf-8"> <title>LibAnswers with LibChat - Reference and Helpdesk Platform for Libraries and Educational Institutions</title> <meta name="description" content="LibAnswers with LibChat is a multi-channel reference and helpdesk platform built for the needs of libraries and educational institutions. 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style="--max-width: 51.25rem;"> <div class="section-heading shm-none"> <div class="section-subheading" style="color:#f06f11">Products</div> <h2 style="font-size:3rem">LibAnswers with LibChat</h2> <p class="section-desc" style="font-size:1.5rem">Multi-Platform Communication System</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-6 col-md-6 col-12 item" style="padding-top:2rem"> <h2>Online Reference & Helpdesk Solution</h2> <div class="section-sub"> <p> Meet your patrons where they are! Create custom FAQ Groups for unique user groups, conduct online chats via LibChat and screensharing, record reference statistics in Reference Analytics, and much more! </p> </div> <h2>Key LibAnswers Features</h2> <div class="section-sub content"> <ul> <li>A robust built-in ticketing system</li> <li>Customizable & searchable FAQs</li> <li>LibChat widgets with 24/7/365 coverage</li> <li>Reference Analytics for reference transactions</li> <li>Assess the quality of your services with QoS Stats</li> <li>LibChat screensharing, file-sharing, and more!</li> </ul> </div> </div>  <div class="col-lg-6 col-md-6 col-12 item content" style="padding-top:2rem"> <img src="images/top-image-libanswers.svg"> </div> </div>  <div class="row items"> <div class="col-12"> <div class="section-heading heading-center"> <div class="section-subheading orange-text">ANSWER QUESTIONS ALL IN ONE PLACE</div> <h2>Communicate with Users Anywhere, Anytime</h2> </div> </div>  <div class="col-lg-4 col-md-6 col-12 item"> <div class="pricing-item-icon icon-y"><i class="material-icons material-icons-outlined md-48">local_activity</i></div> <div class="pricing-item pricing-item-i"> <header class="pricing-item-header"><div class="pricing-item-heading">Ticketing & Helpdesk system</div></header> <div class="pricing-item-h"> <div class="pricing-item-content"> <p> Route all library questions into one place and track the status of all patron inquiries. Question sources include email, SMS, LibChat, and web forms. Create macros, email templates, and notifications to optimize response time and accuracy. </p> </div> </div> </div> </div>  <div class="col-lg-4 col-md-6 col-12 item"> <div class="pricing-item-icon icon-y"><i class="material-icons material-icons-outlined md-48">chat</i></div> <div class="pricing-item pricing-item-i"> <header class="pricing-item-header"><div class="pricing-item-heading">LibChat Widgets</div></header> <div class="pricing-item-h"> <div class="pricing-item-content"> <p> LibChat is the most full-featured chat system, used by thousands of libraries worldwide. Comprehensive chat functionality, screensharing, file-sharing, proactive chat widgets, and integrated workflows make LibChat an easy choice. LibChat widgets bring library reference to any webpage. </p> </div> </div> </div> </div>  <div class="col-lg-4 col-md-6 col-12 item"> <div class="pricing-item-icon icon-y"><i class="material-icons material-icons-outlined md-48">forum</i></div> <div class="pricing-item pricing-item-i"> <header class="pricing-item-header"><div class="pricing-item-heading">Built-in Chatbot</div></header> <div class="pricing-item-h"> <div class="pricing-item-content"> <p> LibAnswers Chatbot can serve as your first point of contact with chat patrons routing them to ready-reference answers or to live operators. Our Chatbot is rule-based, which means that you can control the entire user experience for your patrons. Save staff time with LibAnswers Chatbot. </p> </div> </div> </div> </div>  <div class="col-lg-4 col-md-6 col-12 item"> <div class="pricing-item-icon icon-y"><i class="material-icons material-icons-outlined md-48">thumb_up_off_alt</i></div> <div class="pricing-item pricing-item-i"> <header class="pricing-item-header"><div class="pricing-item-heading">Social Media Engagement</div></header> <div class="pricing-item-h"> <div class="pricing-item-content"> <p> Organize your social media activity and posts in one place - on LibAnswers dashboard. Post tweets, facebook messages, get statistics on social media activity... LibAnswers provides and easy-to-use social media management functionality for your library's online presence. </p> </div> </div> </div> </div>  <div class="col-lg-4 col-md-6 col-12 item"> <div class="pricing-item-icon icon-y"><i class="material-icons material-icons-outlined md-48">find_in_page</i></div> <div class="pricing-item pricing-item-i"> <header class="pricing-item-header"><div class="pricing-item-heading">Searchable FAQs & Knowledge Base</div></header> <div class="pricing-item-h"> <div class="pricing-item-content"> <p> Create a knowledge-base portal with FAQ entries containing videos, rich media, documents, and any info necessary for your users to find the answers they need. Share FAQs with widgets or integrate them into 3rd party search and discovery layers with our robust API. </p> </div> </div> </div> </div>  <div class="col-lg-4 col-md-6 col-12 item"> <div class="pricing-item-icon icon-y"><i class="material-icons material-icons-outlined md-48">admin_panel_settings</i></div> <div class="pricing-item pricing-item-i"> <header class="pricing-item-header"><div class="pricing-item-heading">User Privacy and Data Security</div></header> <div class="pricing-item-h"> <div class="pricing-item-content"> <p> Patron privacy is important to you, so it's important to us, too. Privacy features include patron data encryption and PII data scrubbing. Collect only basic information, or in-depth data from patrons. Springshare never shares, sells, or distributes library or patron data. </p> </div> </div> </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">Ensure your users can get help anytime</div> <h2>Global 24/7/365 Chat Cooperative</h2> </div> </div> </div> <div class="row"> <div class="col-lg-8 col-md-8 col-12 item"> <p>The Global Chat Cooperative includes hundreds of participating librarians and in-house Springshare MLIS librarians, delivering the highest quality reference coverage for libraries. </p> <h6 style="margin-bottom:1rem">Institutions in the Cooperative Can:</h6> <div class="content" style="margin-bottom:1rem"> <ul> <li>Set specific coverage hours</li> <li>Control how chat cascades from in-library departments to the cooperative</li> <li>Depending on local staffing, contribute to cooperative, or not</li> <li>Review all co-op transcripts and provide ratings and feedback</li> </ul> </div> <div class="btn-group"> <a href="/services/coop.html" class="btn btn-with-icon btn-small 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 class="col-lg-4 col-md-4 col-12 item"> <div class="content"> <img src="images/image-la-coop.svg"> </div> </div> </div>  </div>  </section> <section class="section"> <div class="container"> <div class="row"> <div class="col-lg-3 col-md-4 col-12 item"> <div class="content"> <img src="images/image-la-email-mobile.png"> </div> </div> <div class="col-lg-9 col-md-8 col-12 item"> <div class="section-heading"> <h3>Multi-Channel Online Reference</h3> </div> <p>With LibAnswers, patrons enjoy a seamless experience, regardless of how they have submitted their question. Whether they send in a text message, an email, or a question via social media, they'll get a reply from the library to that same channel. </p> <h6 style="margin-bottom:1rem">Aggregate All Incoming Questions into One Inbox:</h6> <div class="content" style="margin-bottom:1rem"> <ul> <li><strong>LibChat </strong> widgets on any webpage</li> <li><strong>SMS/Texting </strong> via local area code number</li> <li>Customizable web <strong>Question Forms</strong></li> <li><strong>Social Media</strong> integration</li> <li>Dedicated local <strong>email</strong> addresses</li> </ul> </div> </div> </div>  <div class="row"> <div class="col-lg-7 col-md-8 col-12 item"> <div class="section-heading"> <h3>Full Helpdesk Functionality</h3> </div> <p>LibAnswers is a fully-featured helpdesk system. Questions sent via email or customizable web forms are fed into an incoming dashboard as tickets. Staff can collaborate on answers, assign or transfer a ticket to a specific librarian, leave an internal note, and more. </p> <div class="content" style="margin-bottom:1rem"> <ul> <li>Create multiple queues and departments for different ticket types</li> <li>Assign tickets, leave internal notes, change ticket statuses</li> <li>Send files and other multi-media with ticket answers</li> <li>Create macros and templates to help with workflows</li> <li>Detailed analytics on turnaround times, peak load periods, etc.</li> </ul> </div> </div> <div class="col-lg-5 col-md-4 col-12 item"> <div class="content"> <img src="images/image-la-tickets.png"> </div> </div> </div>  <div class="row"> <div class="col-lg-4 col-md-4 col-12 item"> <div class="content"> <img src="images/image-la-faq.png"> </div> </div> <div class="col-lg-8 col-md-8 col-12 item"> <div class="section-heading"> <h3>FAQ/Knowledge Base Builder</h3> </div> <div class="content"> <ul> <li>Organize FAQ entries into logical groups</li> <li>Full-text search capability</li> <li>Detailed analytics on FAQ usage</li> <li>Turn tickets into FAQ entries</li> <li>Include rich media (video/audio) and files</li> </ul> </div> </div> </div>  </div>  </section> <section class="section section-bgc" style="padding-bottom:0"> <div class="container"> <div class="row items"> <div class="col-12"> <div class="section-heading heading-center"> <div class="section-subheading orange-text">You Love Statistics - it's ok, we love them too</div> <h2>Powerful Reporting & Statistics On Reference Activity</h2> </div> <div class="section-sub"> Real-time insight into your system usage, including tickets, SMS, and chat transcripts activity. Drill down to individual reports to see the activity on any individual channel for a given time period. LibAnswers statistics and analytics reporting provides an in-depth view of your library's reference and helpdesk activity. </div> </div> <div class="col-lg-6 col-md-6 col-12 item"> <div class="content"> <ul> <li>Quality of Service statistics for tickets & chats</li> <li>Filter ticket stats by source, status, owner, queue, etc.</li> <li>Explore patron search queries with Query Analyzer</li> <li>Reports on turnaround times, slow/busy periods, etc.</li> </ul> </div> </div> <div class="col-lg-6 col-md-6 col-12 item"> <div class="content"> <ul> <li>Track FAQ usage over time – daily, monthly, yearly</li> <li>Examine reference patterns & statistics with Reference Analytics</li> <li>Reports on SMS channel usage and SMS activity</li> <li>Analyze your social media engagement statistics</li> </ul> </div> </div> <img src="images/image-la-stats.png" style="margin-top:40px; margin-left:auto;margin-right:auto"> </div>  </div> </section> <section class="section"> <div class="container"> <div class="row"> <div class="col-12"> <div class="section-heading heading-center"> <div class="section-subheading">Software to Help You Succeed</div> <h2>Quality of Service Indicators Help Ensure Exceptional 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">Built-in Quality of Service (QoS) surveys</div> </header> <div class="pricing-item-h"> <div class="pricing-item-content"> <p> Create surveys asking your patrons to rate the service they received, and automatically send survey questionnaires after every closed ticket or at the end of each chat transcript. Randomize the recipients and sending times to get a comprehensive survey sample size population. </p> </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">Standardized NPS<sup>®</sup> Surveys</div> </header> <div class="pricing-item-h"> <div class="pricing-item-content"> <p> Step up the Quality of Service analysis with the industry-standard NPS<sup>®</sup> Surveys inside LibAnswers. The NPS<sup>®</sup> Surveys module enables you to create and conduct NPS<sup>®</sup> surveys and measure the progress of official NPS<sup>®</sup> scores. </p> </div> </div> </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 orange-text">Chatbot Builder That Works On Your Terms</div> <h2>Librarian-Created Chatbot Flows</h2> </div> </div> </div> <div class="row"> <div class="col-lg-8 col-md-8 col-12 item"> <p>Chatbot can serve as the first point of contact with chat patrons, routing them to ready-reference answers. Chatbot is rule-based, not AI-based, which means that you will have the opportunity to control the entire user experience. </p> <h6 style="margin-bottom:1rem">Use LibAnswers Chatbot to:</h6> <div class="content" style="margin-bottom:1rem"> <ul> <li>Guide patrons through pre-selected options</li> <li>Present and search library FAQs</li> <li>Connect patrons to events, guides, and A-Z resources</li> <li>Route to LibWizard survey or forms</li> <li>Transfer patrons to live chat operators whenever needed</li> </ul> </div> </div> <div class="col-lg-4 col-md-4 col-12 item"> <div class="content"> <img src="images/image-la-chatbot.svg"> </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-8 col-lg-8 col-12"> <div class="section-heading heading-center shm-none"> <h2 class="banner-dark-heading">Ready for the Next Steps?</h2> <p class="section-dark-desc">Join thousands of libraries worldwide who use LibAnswers to improve and enhance customer service, and ensure every question from a patron gets answered accurately and efficiently. 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