Libraries

Click-to-chat with a librarian. A powerful FAQ database. Seamless Escalation.

Serving your scholars just got easier.

• Click-to-chat helps remote users get answers to reference questions quickly and easily
• A powerful database of FAQs with category browsing and search technology helps users navigate your catalog system
• Seamless escalation between FAQ and chat helps librarians understand what users are looking for

Virtual Reference Desk

Now your reference desk can extend as far as your website itself. With live chat, your librarians are just a click away.

Use live chat to take requests for interlibrary loans, and to place periodicals or books on hold. You can also respond to questions that require limited research (such as confirming a date, looking up a phone number, or finding articles on specific topic).

Assist users in completing complex catalog queries with collaborative browsing and form-filling technology.

Self-Service at its Best: Knowledgebase/FAQ

Knowledge base — a powerful, self-service database of frequently asked questions — helps users understand how your library is organized by providing instructions on how to use specific resources.

Users can easily find the information they need, either by browsing by product or category, or by entering a natural language question in the search bar. Built-in intelligence monitors the most frequent queries, and places those articles on top.

And when users can't find what they're looking for, seamless escalation to live chat or email is instantly available. Knowledgebase searches automatically appear in LivePerson's operator console, so that librarians can understand the nature and context of support inquiries, even before chatting with users.