LibraryH3lp

(5)
3.7 out of 5 stars

LibraryH3lp is software used by libraries, educators, and non-profits for better customer service.

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LibraryH3lp Reviews

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Showing 5 LibraryH3lp reviews
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LibraryH3lp review by Holly J.
Holly J.
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"LibraryH3lp is a great chat tool for any library"

What do you like best?

I love how easy it is to use LibraryH3lp...everything is laid out very clearly on the screen and as chats come in, they organize themselves in the new Web Client and don't overlap, which is helpful when you're talking to multiple people at the same time.

What do you dislike?

The canned messages are a bit annoying - if you have them set up, they pop up and you have to actively clear them to avoid using them. It takes away time from a chat and that can be frustrating.

Recommendations to others considering the product

I highly recommend this to libraries that use chat services.

What business problems are you solving with the product? What benefits have you realized?

We're able to help students online (and faculty and community users) with any questions that they might have that they can't come to campus for. Since implementing proactive chat (where the little box pops up recommending people chat with us), our numbers have definitely increased, which has been great.

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LibraryH3lp review by User in Higher Education
User in Higher Education
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Verified Current User
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"Great for what it does"

What do you like best?

The layout is very clean, and allows for multiple concurrent chats. You can create your own 'canned' messages to send out when you don't have time to respond personally and devote your full attention to a concern.

What do you dislike?

The alert tone sounds until you acknowledge a message, and the tab continues flashing until you respond. This is really both positive and negative, as it alerts you that you've missed something, but can be quite annoying for anyone else nearby if you happen to step away.

Recommendations to others considering the product

check with your IT department about implementation.

What business problems are you solving with the product? What benefits have you realized?

LibraryH3lp enables library staff to interact in real time chat with people in need of their services. It cuts down on congestion with people at the reference desk, and the interface works well with our website to enable users to find the specific person they need to speak to. It also decreases our instance of unanswered email questions and user frustration.

What Library Management solution do you use?

Thanks for letting us know!
LibraryH3lp review by <span ue="safe-name" data-safe-name-id="e78a787c-5724-4fd0-9659-74ca89f22051">Jason R.</span>
Jason R.
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Review Source
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"LibraryH3lp- Excels in Customer Service and Collaboration"

What do you like best?

LibraryH3lp truly excels with its collaboration and workflow feature. The ability to direct patrons to specific branches according to their desired interests of study.

What do you dislike?

There is quite a learning curve when it comes to the customizable chats. While it is a plus to how much one can configure it to their preferences, I can only imagine how difficult it may be for staff who are not too computer savvy.

Recommendations to others considering the product

If the staff is computer savvy and a quick learner, LibraryH3lp is an excellent software. The innovative chat features are try remarkable.

What business problems are you solving with the product? What benefits have you realized?

The smooth transition from chat to email makes it incredibly east to keep in contact with patrons. Being able to receive feedback and deliver any answers to their inquiries is definitely a move in the right direction in terms of efficiency.

LibraryH3lp review by User in Higher Education
User in Higher Education
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Verified Current User
Review Source

"A suitable client from IM reference"

What do you like best?

Prominent notifications prevent me from missing any questions.The addition in the new client of customized responses enables even more prompt responses, which was lacking from the previous version. The ability to attach files is also very useful, especially when attempting to share screenshots with patrons to help them navigate your electronic resources.

What do you dislike?

The new version still has some kinks to work out. I recently logged in to the new client and did not find anyone online, nor did I receive any messages; logging into the old client resolved the problem. With that said, LibraryH3lp's support team have been good at addressing these issues, so I expect that they will fix any remaining issues with the new version in time.

Recommendations to others considering the product

For most basic virtual reference needs, LibraryH3lp fits the bill. It offers enough customization and reporting features to be useful to users and administrators alike.

What business problems are you solving with the product? What benefits have you realized?

The ideal IM reference client should be usable for those who are less familiar with computing and those who have been using computers their whole lives. LibraryH3lp seems to strike a good balance with its usable, clean interface. I would recommend it to academic libraries interested in implementing virtual reference.

LibraryH3lp review by User in Higher Education
User in Higher Education
Validated Reviewer
Verified Current User
Review Source

"Libraryh3lp"

What do you like best?

Easy to communicate to a wide office audience

What do you dislike?

Very little in the way of customization (notifications, etc)

Recommendations to others considering the product

Make sure you're okay with a bare-bones chat experience with no real options for customization.

What business problems are you solving with the product? What benefits have you realized?

Easily facilitates incoming chat questions from patrons.

Kate from G2 Crowd

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