Call to action
Libraries in Iowa are slowly re-opening their doors to the public, but limiting the number of people allowed in the library. Library staff will still need to assist patrons with inquiries and provide the level of service they are used to while reducing the health risks associated with face-to-face interactions. Libraries may choose to use a chat service to better serve their customers by answering questions or providing information virtually and online, instead of face-to-face at an information desk. Through the CARES Act Bold360 project, each library now has the choice to opt in to an easy to deploy chat solution for their website.
What is live chat and why should I opt in?
Bold360 Agent is a live chat program that will allow library patrons to engage in a virtual chat with librarians through a chat window deployed on your library’s website. Customers will be able to access that chat window and initiate a chat by clicking the chat button that will be visible directly on the library’s site, regardless of whether a customer accesses the site via a mobile device or their desktop. This solution will allow library staff to help customers find information, reserve books, write a resume, or learn about upcoming programming without in-person engagement. Chat is a quick and easy way for customers and librarians to engage at any time; however, chat is especially relevant during the COVID pandemic as it can ensure patrons are still getting the customer service they’re used to while reducing health risks associated with face-to-face interactions.
If you opt into the CARES Act Bold360 project, your district Consultant will send you a link to DIY Deployment Kit, which will include step-by-step instructions to guide you through your addition of Bold360 to your library website. In addition to the deployment guide, this Kit will also include tutorials and links to additional training modules.
Once you have deployed live Bold360 Agent live chat on your website, patrons will be able to click on a chat button to immediately and directly engage with the Library staff who are logged in and set as available. Library staff will be able to leverage this solution to answer inquiries online via a live chat session rather than face-to-face interactions.
If a librarian leaves the desk to go to the bathroom, put out newspapers, help a patron find a book, or using the scanner or trouble shooting the copier, they will need to set themselves as unavailable so that the patron is informed of the change of service and will not engage in a live chat session.
How do I opt in?
If you’d like to opt into the CARES act Bold360 project to deploy live chat on your library’s website, please contact your District Consultant. They will submit a request to our Bold360 contacts to provision a Bold360 account for your Library and will proceed by sending you the DIY Deployment Kit as well as all of the information you’ll need to get started.
Data points:
80% of customers say the experience a company provides is as important as its products and services
18% of consumers would rate the customer service experience as good or great