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Chat reference using widgets, Instant Messaging or SMS/texting!
Answer questions from your website visitors, in real time. RefChatter routes chats to all available staff, to targeted staff sub-groups, or even individuals.
Chat widgets for website visitors
Customizable, white-label chat widgets.
Accessible via assistive technology.
Configurable chat widget behaviours: embed on a page, expand in a corner, or pop out into separate window.
Secured with SSL encryption.
Optional transcript storage.
Integrated file sharing and e-mail transcript functions.
Works with any Content Management System (CMS).
Integrates with Facebook, EBSCO, Summon, & more.
Answering incoming web chats
Answer chats from your computer, tablet, or smartphone from any browser.
Transfer chats between colleagues.
Integrated file sharing and e-mail transcript functions.
Can't fully answer? Tag any chat for later follow-up or pass it to your
RefTracker
request management system.
Busy? Finish current questions before receiving new ones.
Customizable canned (pre-scripted) responses.
Block abusive visitors.
Screenshare with the patron.
Guests can text in the questions using the texting/SMS module. RefChatter routes texts to available staff and saves texts sent after-hours for delivery later.
Guests text your dedicated number
No short code or keyword combinations.
Guests can add you to their contacts.
Connect guests who call instead of text to your regular phone or helpdesk.
Guests texting after-hours receive your custom auto-reply. Staff can reply when your service is next available.
Available for US, Canada, UK, Switzerland, Sweden, Australia, and more.
Answering text messages
No phone or other hardware needed.
Same interface for answering both texts
and
website chats.
Transfer texts between colleagues and organizations.
Integrates with after-hours
back-up staffing
.
Integrated file sharing and e-mail transcript functions.
Texts received after-hours are auto-delivered next shift.
Customizable workflows, built-in collaboration tools, and comprehensive statistics work in concert, creating an indispensable online resource for guests.
Assessment and quality control
Monitor on-going chats in real-time. Intervene if needed by transferring chats to another person, branch, or department.
Browse chats and statistics. Download chat metadata in CSV format for import into your favorite spreadsheet program.
Analyze your service and traffic trends with interactive graphs. Data downloadable in CSV format.
Comprehensive reporting: chats by hour and day of week, chats per month, chats per queue, wait times by operator.
Collaboration and Workflow
Route guests to specific experts or groups (depts, branches).
Route guests between groups based upon staff availability.
Use private IM and conference rooms to connect staff.
Visual cues to show staff where a guest starts a chat.
Build profiles staff can reference when answering chats. Shared credentials, common links, assignment hints & more.
Integrate your current e-mail reference system, or for better control integrate it with your
RefTracker
Request Management System.
Your subscription can cover your entire organization - Library, Student services, Enrolment enquiries, and more.
Use RefChatter collaboratively, across organizations at no additional charge. And take advantage of high quality, affordable back-up staffing services via RefStaffing.
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Collaborations & Consortia
Share staffing responsibilities amongst your Consortia partners.
Chat with colleagues at other organizations.
Cross-refer and transfer guests between organizations.
Flexible guest routing between local and partners.
RefStaffing back-up staffing
RefStaffing
uses professional MLS librarians who love providing online reference.
Experienced with both academic and public libraries.
Flexible options: cover 24/7, or whenever your in-house service is offline, or select hours. The choice is yours.
Delivers high quality and effective services.
Help to implement your service and generate reports.
Allocated Altarama support representative who ensures ongoing optimal service delivery.
Become the online resource your end users can't live without
RefChatter
Start my 30-day FREE trial today!
No risk, no obligation, no feature restrictions
Contact Us
Download a PDF overview of RefChatter
Read about the RefChatter benefits