We're beyond thrilled to share that the LibAnswers 24/7 Global Cooperative launched officially on February 28th! That's right, the wait is over. It's up and running. While many have already done so, hundreds of libraries will be migrating from Question Point to the LibAnswers Co-Op in the coming months.
Set goals to take your customer service to new heights! Libraries new to the LibAnswers Platform or who have LibAnswers but are interested in adding the Co-Op functionality -- are now asking questions, watching our Co-Op sneak peek videos, getting pricing, and coming on board.
We've got recent updates to highlight, you'll learn who benefits the most from these exciting changes and can find out ways to get a good look at how the LibAnswers 24/7 Global Cooperative can make sure you're covered.
If you've joined one of our Co-Ops as a contributing member -- in other words, your librarians will be answering chats on behalf of the Co-Op -- we are happy to announce that we've added new features for you!
These reports are designed to:
For a good look at the reports, Co-Op and Institution Admins can head to Co-Op > Reports > Chat Monitoring Activity.
In a recent update, we’ve added canned messages to be shared by all librarians who participate in a given Co-Op!
We have a lot of data about the people we are reaching. You know if patrons are connecting with you via phone or with email or chat, etc. We can even learn about the time spent helping a patron and whether the interaction was considered a success. What's not always clear is which people we are not reaching. In 2020, raise the bar on being responsive!
The LibAnswers 24/7 Global Cooperative allows librarians across multiple LibAnswers systems to provide collaborative chat reference. We're initially launching with two cooperatives (with more cooperatives planned for the future):
Build a reputation for having next-level customer service! Participation in the Co-Op means you can assist patrons you couldn't help before because of staff or hours limitations. For example:
The LibAnswers 24/7 Co-Op gives you the opportunity to turn a missed chat into a successful chat. The system includes the ability to build a 24/7 Staff Policy FAQ to help other librarians provide answers to your patrons.
When you have 24/7 coverage as one of your chat widget fallbacks, your library chat is never offline! Your patrons get the help they need when they need it.
Do more than consider whether the LibAnswer 24/7 Global Cooperative is right for your library. Take advantage of all our resources! Treat them like a self-guided tour. Or, be sure to attend one of our live training sessions in March, detailed below.