Software to manage Email/Web form based reference questions

Hello,

 

The UCSF Library is looking for software applications that
can be used to
manage email/Web form based reference questions.  We are
looking for
something that will enable us to collect, assign, and answer
questions from
a central location.  Other features would include the
ability to track
progress of a question, draw on similar questions that have
been answered
before, and report on question activity.

 

Do any of you have experience using Customer Relationship
Management (CRM),
Email tracking & Routing, or Web Contact Center type
software to manage
electronic questions from patrons?  If so, what are you
using and how does
it work?  Any other advice on your experience using this
type of software
for inquiry tracking would also be greatly appreciated.

 

I will summarize answers to this question for the list.
Thank you.

 

Sadie Honey

Information & Web Services Librarian

Kalmanovitz Library & Center for Knowledge Management -
UCSF

530 Parnassus Avenue

University of California, San Francisco

San Francisco, Ca 94143-0840

 

415/514-0697

sadie.honeylibrary.ucsf.edu

 

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