SYRACUSE, N.Y., March 31, 2014 – Polaris Library Systems proudly introduces a new live chat feature that will allow customers to instantly communicate with Polaris staff beyond that of the traditional phone call or email.
As a trusted provider of library automation software, Polaris seeks to build upon the successful customer support model that consistently receives top ratings from large and medium-sized public libraries. By offering live chat as an alternative avenue for resolving issues in real time, it will provide a more convenient solution for libraries in immediate need of assistance.
"Our goal is to provide our customers with the highest level of support so their questions get answered and their issues get resolved in a timely manner," said Jodi Bellinger, vice president of customer operations, Polaris Library Systems. "Chat reference is often used by libraries to help patrons, we're doing the same thing – using chat to help library staff. Incorporating live chat into the Polaris support model will allow us to increase the number of customers we are able to assist at one time, improve upon our response rate and ultimately strengthen our communication for a better customer experience."
To use the live chat feature, libraries can now log into their Polaris Customer Supportal account, enter a question and be immediately connected to a Polaris employee. Should further assistance be necessary, Polaris staff can upload and share files, generate customer tickets and document the conversation within the customer account for future reference.
"Every library that joins the Polaris family is assigned a Site Manager as their personal Polaris contact. However, if one of our employees is helping another customer or out of the office, the library would previously need to wait to be connected to another employee. Our live chat feature is a great alternative for library staff to quickly get the help they need and continue on with their daily responsibilities," said Bellinger.
Libraries interested in using this new feature can connect with Polaris staff in the Customer Supportal or contact their Site Manager for more information.
About Polaris Library Systems
Polaris Library Systems is a leading library automation software company, earning the highest customer satisfaction ratings by focusing on one goal: helping librarians serve their communities. Established in 2003, Polaris Library Systems provides academic, private and public libraries with an integrated library system that boosts productivity, improves patron satisfaction and transforms how libraries connect, communicate and collaborate with their communities in the modern world. For more information, visit www.polarislibrary.com.