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.