Case Study: University of Windsor achieves 96% customer satisfaction with LiveChat

UoW’s Library Provides Smooth Communication on Their Website

The University of Windsor’s Paul Martin Law Library, part of a comprehensive, student-focused campus on the Canadian–US border, needed a better way to help online visitors navigate its catalogue and access legal resources. With roughly 6,000 website hits a month, patrons frequently required reference assistance but weren’t always able to get it in person.

The library implemented LiveChat—easy to set up and intuitive for staff—staffed by four full-time and four part-time team members and using features like Message Sneak Peek, chat tags, archives, and pre/post-chat surveys. This approach smoothed website communication, sped up responses, improved service quality, and achieved a 96% customer satisfaction rate.

University of Windsor

Annette Demers

Law Librarian