A Springy Salute to Customer Service Week

Behind each answered ticket, training session, and Lounge conversation is a Springy who genuinely loves helping libraries succeed. National Customer Service Week is our chance to stand up and salute the Customer Experience Team! Their dedication shows up in big ways and small, from untangling a tricky setup to supporting a library's newest project. Let's celebrate that hard work – and the customers who inspire it!

Customer Service By the Numbers

The past year kept our team busy in the best possible way! Here's a quick snapshot of the questions answered, skills shared, and projects completed by Springys across Support, Training, and Consulting.

🫶 Springshare Support

• The Customer Experience Team has answered over 17,000 tickets.
• They've added 114 new FAQs and kept more than 1,600 published FAQs updated – and you've viewed them over 457,500 times!
• Our customer satisfaction (CSAT) score is 84%, based on customers' feedback about their Support interactions.

🛋️ The Springshare Lounge

• The Lounge currently has over 10,100 members.
• This year, there have been over 1,100 new lounge posts and over 3,680 new comments.
• We've welcomed 2,143 new users to the Lounge this year.
• The Lounge has received over 61,280 views!

The Lounge moved to a brand-new platform earlier this year – make sure you check it out! If you haven't participated in the Lounge yet, it's easy! Just log in to any of your LibApps and head over to the Lounge to connect with your peers, submit feature requests, and discover the latest updates.

💡 Springshare Training & SpringyU

• Our Training Team has provided 130 live training sessions.
• Those training sessions saw about 3,500 live attendees.
• Over 5,300 users registered for training recordings.
• SpringyU grew by 80 new blocks and 6 new courses, making a total of 637 blocks and 93 courses that received more than 73,000 views!

🤝 Springshare Consulting

The Consulting Team worked on 264 projects over the last year, including:

• 12 custom training sessions
• 54 LibMaps projects
• 56 design & build site projects
• 13 theme implementations

High Fives from Happy Customers

Nothing brightens our day like hearing from the libraries we support! Here are some of the kind words customers have shared about their experiences with the Springy team this year.

My question was answered in the usual Springy-tastic way. I'm so thankful to be using Springshare products again and to be the recipient of your fantastic customer service.

Springy Support is reliably helpful! Thank you!

Everyone who responds to my tickets is always extremely helpful, polite, and pleasant. I always appreciate how much the staff at Springshare are willing to help.

Share Your Springy Story!

Have you had a standout moment with the Springshare Customer Experience Team? Help us shine a light on their dedication and excellence! Submit your Springy customer service story here.

Happy National Customer Service Week! We look forward to hearing from you! 🙂