Customer service is the backbone for any company in these days of feeble brand loyalties. After the sales are made, companies will have to keep the customers happy with good customer service. Thankfully, technology often comes to the rescue of organizations that wish to go that extra mile in serving their customers.
Polaris Library Systems, a library automation software company, has introduced a new live chat feature that helps companies to offer customer care beyond the traditional boundaries. Libraries that use this chat service just need to log into their Polaris Customer Supportal account and enter their complaint or question. Instead of getting connected to the boring and unresponsive automated phones, this new chat system will directly connect them to an employee from Polaris.
This new chat system also helps Polaris staff to upload and share files through this chat system. They can also generate customer tickets and record the conversation should they need it in the future. The Polaris integrated library system is an open, functional and scalable solution designed for public and academic libraries.
“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.”
The company’s innovative steps in providing better services have already been yielding results. In 2013, the company announced significant growth rates as 44 libraries selected the Polaris Integrated Library System (ILS). According to the company, this represented more than 130 new locations.