We launched our Library Chat service back in March (doesn’t that seem a long time ago). We launched the service just before the COVID-19 lockdown started, as a way of supporting University of Bolton students and staff remotely.
We pride ourselves on our great customer service, having been successfully re-accredited for Customer Service Excellence just earlier this year. Dealing with enquiries via chat has been different for our team - but we’re really happy to say that we’ve had excellent feedback on the service.
We’ve dealt with an amazing 1179 chats since March. That is an incredible 7 days, 7 hours, 7 minutes and 8 seconds of chatting! We're very proud that 86% of respondents to our chat survey have rated the service as "excellent".
Here’s just a few comments we’ve received about the chat service:
Fabulous as always
Fantastic, really friendly and efficient. Sorted my query out in a matter of minutes. Wonderful service
Love this service, the library team have been nothing but helpful
Superb way of getting library help, I'm a big fan :)
Fantastic service, felt fully supported and now know of more resources available to myself
Always a pleasure with UoB Library, the services are always exceptional with friendly librarians
Library staff are back on campus now, but we’re keeping our Library Chat service in place. You can get help via Library Chat Monday to Friday. Our hours are 10am – 4pm this term. You will find our chat widget on the Library homepage, and across our resources like our Subject Guides, Catalogue and Discover. Some of our team are still working at home so they may be getting some extra help from furry (or scaly) friends!
We can’t always answer all your questions right away – we may have to look into things and get back to you. But do keep contacting us via Library Chat - and if you can fill in the quick survey at the end of the chat that would be really appreciated! Happy chatting!