Customer Support Archives - Softlink Information Centres

Employee Spotlight – Alyx

Meet Alyx, one of the friendly faces behind our support team. Based on the west coast of the USA, she’s one of our secret weapons, from solving tech puzzles to running customer bootcamps, she’s a multitasker who thrives on helping others.

Celebrating Excellence: Softlink Named Finalist for Best Customer Service Team

We are proud to announce Softlink Information Centers has been selected as a finalist in the 2024 Engage Awards for Best Customer Service Team! This recognition highlights our customer service team’s commitment to delivering top-notch support and service to our clients.

Elevate Your Library Game – Let Our Helpdesk Level You Up

At some point in our lives, we all encounter situations where a little assistance can go a long way. In the realm of libraries, the same holds true. As a Softlink IC customer using our integrated library management system Liberty, or our knowledge and research management software illumin, regardless of if you’re a newcomer seeking guidance or an experienced solo librarian in need of fresh ideas, our helpdesk is here to provide support and solutions. Let’s explore 5 outside the box reasons why you might want to reach out to our helpdesk.

Why Our Customer Support Team Is Everything to Us

At Softlink Information Centres, you probably know we provide library, knowledge and research management solutions. Our products, Liberty and illumin, are used by hundreds of businesses around the world from some of the largest multi-branch law firms to single branch non-profit organizations.

Make the Age of Information Work for You!

It’s true, we are living in an Age of Information and for some of our Liberty users, perhaps they know nothing other than borrowing books via the Liberty App. While other Liberty users may recall the smell of books, as a young kid they entered that large room with stacks of resources, spacious seating and large group study tables known as the library. A place to get lost, to be inspired, to hang out or to just sit and absorb the quiet while reading the daily news.

Emails vs a Research Management System? There’s No Contest!

As libraries turn to a more digital presence, libraries and knowledge centers are receiving more email requests for their research services. Are you and your research staff still managing and tracking your research load via emails, and maybe a spreadsheet? Does it make managing your increasing research load even more inefficient now? There’s got to be a better way!

Expect Gold Medal Standard Support from Your ILMS Vendor?

Whether you’re training to be a gold medal winning athlete or an integrated library management system (ILMS) Support specialist, there’s more to getting those elusive gold medals than just wanting one.

What Do Softlink Support and Library Staff Have in Common?

Softlink IC’s well renowned Support staff and the amazing library and knowledge center staff have a major common denominator. The success of our business and libraries is dependent on many things. But, in large measure, that success is dependent on the commitment to customer service by those who work in both.

Softlink IC’s Exemplary Support. What You Can Expect

While Softlink Information Centres focus on delivering a great product, our secret ingredient is the strong focus we place on delivering an exemplary support experience to our Liberty and illumin customers.

Need Support or Want to Binge Watch Online Recordings?

Our Liberty and illumin users are located throughout the world. As a result, Softlink Information Centres has always believed in the importance of having an online presence. Now is an ideal time to remind you of all the ways we are there for you online. We hope it is reassuring, in these uncertain times.

Working From Home? COVID-19 Stretching Your IT? Softlink IC Can Help

Like many of us, you are probably now working from home with limited physical contact with the outside world. During these challenging times, staying electronically connected is more important than ever.

Alex the All Rounder on Softlink Hosting Customer Support Watch

Softlink IC’s Alex the Alpaca is a total all-rounder. While he is the undisputed illumin knowledge specialist, he loves taking his turn on Softlink Hosting customer support watch.

Is Your Vendor Just a Vendor or Your Partner?

More than 35 years of interacting with all types of libraries throughout the globe has taught Softlink IC a thing or two about building long-lasting partnerships with our clients. We have learned well because we never wanted to be just a “vendor”. Softlink IC is a valued partner to our customers over the long term.

5 Ways Customer-Facing Staff Can Manage Stress

Anyone in a front line position will come up against moments of stress. Stress is commonly a result of work overload but, often it is a by-product of always wanting to do the best they can for their customers. That is as true for our Liberty and illumin customers as it is for Softlink IC’s Customer Support representatives.

So, we canvassed our Support Team Members and some of our customers, and came up with a few ways they manage to reduce their stress levels and remain productive.

Employee Spotlight – Will Roper

Based in Softlink’s US office, Will is part of the Northern Hemisphere support team. We get to know a little bit more about Will in our latest Softlink Information Centres Employee spotlights.

How live chat can benefit librarians!

Providing real-time support is an important part of customer service for all companies. The emergence of the live chat feature by library software vendors is making customer support even more effective. It provides their customers with the advantage of access to real-time support without having to wait on the phone, or wait for an email reply to a query.