Public libraries have seen potential in live chat as a customer service tool for a long time. However, in many cases technical and logistical challenges have limited its usefulness and popularity with patrons.
In this series of posts, we’ll address five common mistakes libraries make with live chat that hamper its utility as a customer service channel. Fixing these things will produce more chats, more patron activity (checkouts, downloads, visits, sign-ups), and fewer phone calls and emails for staff to deal with.
2. Chat widget not mobile-optimized
We often here from library professionals that they offer live chat but it doesn’t get much use. As we discussed in part 1, that’s usually because the chat widget isn’t embedded throughout the site, but another piece of the puzzle is missing just as often: mobile optimization.
Among the libraries we serve, over 40% of website visits originate from a tablet or smartphone device. The implications of that statistic for live chat traffic are clear: if your chat widget is not optimized for the mobile format, nearly half of your online patrons don’t have the option to chat with you.
Deploying a mobile-optimized chat widget that looks and works brilliantly whether your customer is on a desktop or mobile device will make your chat service a viable option for twice as many patrons, and you’ll get more chats (and fewer phone calls and emails) as a result.