LibraryH3lp Features

Everything you need to help customers without the bloat.
Real-time chat with snapshots and screensharing, professional backup staffing, texting, FAQs, and email.

chat box examples

Add chat to any web page Chat

answering incoming chats from your web pages

Answer incoming chats Chat

Protect guest privacy Chat

  • No personally identifable information required to chat.
  • No cookies.
  • We do not track.
  • Chat transcript storage is optional and disabled by default. If stored, transcripts can be deleted at any time.
  • IP addresses storage is flexible. Don't store IP addresses at all, store subnet only, or store full IP.
Example LibraryH3lp report screenshot

Ensure Quality Chat

  • Monitor on-going chats in real time. Intervene if needed by transferring chats to another staffer, branch, or department.
  • Learn from your past to improve your future service by reviewing past chats for categories and quality. Download metadata in CSV format for further analysis in any spreadsheet program.
  • Visualize your overall effectiveness and traffic trends with interactive graphs. Graph data available in CSV format.
  • Drill down into the details: chats by hour and day of week, chats per month, chats per queue, wait times by operator.
ChatStaff answers chats after-hours or when you are busy

Professional backup staffing Chat

  • Staffed by ALA-accredited librarians, not students.
  • Chatstaff librarians are employees – recruited, trained, and supported for provision of quality, speedy service.
  • Chatstaff is not a co-op. You never need to contribute coverage for other libraries in order to receive coverage.
  • Already have your own co-op? BYO co-ops work seamlessly. Home Team First routing keeps it local when your co-op is online, and Chatstaff has your back when it is not.
  • Years of experience serving academic & public libraries.
  • Create your own schedule or go all in with 24/7/365.
  • Knows how to work with your resources and places focus on licensed resources.
  • Chatstaff is priced separately from LibraryH3lp.
Guest side of SMS chat

Add Texting to Your Subscription SMS

  • Guests text your dedicated 10-digit number for help.
  • Incoming texts are instantly delivered to available staff. Use the same interface for answering texts & web chats.
  • Transfer texting guests to colleagues, just like web chats.
  • Integrated file sharing and e-mail transcript functions.
  • When chat is offline, guests receive your customized auto-reply. Guest messages are held until you are next online or forwarded to email.
  • Forward incoming voice calls placed to your texting number to your regular phone or helpdesk.
  • Reuse your number with other products like ILLiad.
  • No phone or other hardware needed.
  • Integrates with Google Voice.
chat box examples

Snapshots Sharing

  • Annotate screenshots or images to communicate an idea visually. Drawing tools include rectangles, arrows, lines, text, shadowbox, highlight, zoom, and crop.
  • During a chat, you can send snapshots to the guest on the fly. Guests can also share screenshots and images with you during a chat.
  • Integrates with email. Use the snapshot editor to annotate screenshots you insert into email drafts.
  • Use outside of chat or email in your daily workflows, like creating images for documentation, guides, tutorials, etc.
  • Works in any browser with no special downloads, plugins, or extensions.
chat box examples

Screensharing Sharing

  • View the guest's screen in real-time when chatting.
  • Integrates with snapshots. Grab a snapshot of the guest's screen, annotate it, and send it to the guest on the fly.
  • Unlimited use of LibraryH3lp-native screensharing is included and you may freely grant 3rd parties (like consortia partners or backup staffing) access.
  • No awkward reliance on external screensharing software (like Zoom). However you could easily opt to use such tools if preferred.
  • Works in the browser with no special downloads, plugins, or extensions.
chat box examples

Screencasts & Slideshows Sharing

  • Screencasts are silent recordings of your screen you can share with guests on the fly during a chat.
  • Transform your screencast into a slideshow by selecting and annotating frames to emphasize the steps you're illustrating. Drawing tools include rectangles, arrows, lines, text, shadowbox, highlight, zoom, and crop.
  • Use outside of chat in your daily workflows, like creating videos for documentation, guides, tutorials, etc.
  • Works in the browser with no special downloads, plugins, or extensions.
searching FAQs

Search FAQs FAQ

  • A 24/7/365 self-help resource for guests and staff.
  • Search suggestions update instantly as you type.
  • Sort search results by views, last updated, votes, or alphabetically.
  • Browse questions by topic.
  • Hover over previews to see the full answer.
  • Vote answers as helpful or not helpful.
  • Integrated chat box and e-mail contact form.
  • Automatic mobile version for guests on smartphones.
  • Embed your entire FAQ or portions within any web page.
LibraryH3lp FAQ builder screenshot

Build FAQs FAQ

  • Choose from 18 preset themes to get started.
  • Customize to match your website. DIY or take advantage of our free, personalized design service.
  • Make your FAQ public or keep it private for internal use.
  • Use in-place editing to easily update content while you are searching and using the FAQ.
  • Free friendly URLs. Use your own domain.
  • Don't start over. Import any existing knowledge base.
Reading email in LibraryH3lp screenshot

Email Email

  • One-click tagging for email follow up later after a chat.
  • Receive information gathered from web forms.
  • Shared mailboxes organized by department or group.
  • Unlimited email archive with powerful search features.
  • Categorize email with tags.
  • Use the snapshot editor to annotate screenshots you insert into email drafts.
  • Forward email from external accounts to consolidate.
  • Forward text messages sent when chat is offline to email. Replies from email go back as text messages to guests.
  • Flexible notifications of new, incoming emails.
  • Customizable vacation auto-replies and signatures.
  • Prefer to use your existing in-house email instead of ours? LibraryH3lp's email integration points work just fine with that too.

Interested in giving LibraryH3lp a try?

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