Virtual Reference


Professional coverage

Your resources can be available 24 hours a day, and your patrons can reach them from any location, using a wide variety of devices.

Offer patrons help with your resources whenever and wherever they want it! Chatstaff offers chat reference 24×7, after-hours, and true backup options.

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Dedicated coverage

Chatstaff is not a co-op. You never need to contribute coverage for other libraries in order to receive coverage.

Already have your own co-op? BYO co-ops work seamlessly. Home Team First routing keeps it local when your co-op is online, and Chatstaff has your back when it is not.

Fast Responses

Tired of 2 minute wait times? Today’s online patrons don’t want to wait for a response, and often leave if the wait seems too long.

That’s why Chatstaff is careful to keep staffing levels high enough to maintain an average wait time of less than 12 seconds.

Quality Service

Frustrated with answers that leave your patrons confused and your resources unused?

Chatstaff’s experienced team of ALA-accredited librarians is used to working within client libraries’ resources, letting us focus help on the collections you’ve paid for.

Flexible Options

Sick of paying for services that don’t quite match your needs, or which your patrons don’t use?

Our mix-and-match approach lets you pick whatever schedule you want, and our prices are based on traffic. Want help with analytics or FAQ maintenance? We can do that too!

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