learning center

Quality Control Commendations and Tips for Chat Improvement: April-June 2017

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 17

April-June 2017

 

Quality Control Commendations and Tips for Chat Improvement: January-March 2017

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 17

January-March 2017

 

IM Transfer: You've Sent An IM to Another Librarian, But Never Receive a Response! Why?

The instant messaging (IM) and transfer feature on QuestionPoint have been around a long time, but isn't used as often as it could be.  Since we don't do it very often, the ability to remember what to do fades. Here are some pointers:

There are at least a couple of reasons a librarian may not be responding to your IM --

Chat Technical Help

New layout, same great information!

When Are Customer IP Addresses Visible?

Customer IP addresses are visible in certain situations within QuestionPoint. This tells you where and when IP addresses are visible.

How Does a URL Appear to the Customer During Chat?

When you send a URL to a customer during chat, what do they see? This guide shows how different URL protocols appear to customers in the normal chat form.

Customer Service Excellence in Email Reference

For following up with a customer via email, we have the same customer service/quality guidelines that we do in person or in chat! The benchmark of a successful customer service email effort should be the quality of the response. Here's a quick guide to excellent email reference!

Let's say a customer came into chat asking about resources for becoming a dental hygienist and the chatting librarian marked the session for follow-up via email. This is how you'd want to respond:

Quality Control Commendations and Tips for Chat Improvement: October-December 2016

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 17

October-December 2016

 

Customer Emails and Referring For Follow-Up

It's important to get customer email addresses if follow-up is needed. This guide walks you though how to do that (and what to do if you didn't).

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