| At Digipalooza '13, Support Services Manager, Drew Small's presentation was on how we are delivering on the promise of putting the users first. During the presentation, he mentioned the ratio of support cases per 1,000 checkouts – at the time it was 1.20 cases per 1,000 checkouts. To provide an update the year ended at 1.06 cases per 1,000 checkouts with December and January at .67 and .64 cases per 1,000 checkouts. That's almost 1 support case for every 1,500 checkouts! How did we get here? By providing more resources to you and your users, allowing them to resolve common issues, streamlining websites and mobile apps with emphasis on user experience, and inviting feedback. I've talked about some of these things in past blog posts, but I'd like to briefly mention them again here. - Redesigned Help website – On Valentine's day of 2012, we relaunched our help pages. The update made our help pages searchable, added videos and visual aids, and expanded the number of solutions offered. After two years and lots of feedback, we are continuing to improve the quality of information offered in OverDrive Help.
- End-user management tools – I talked about this addition to Marketplace back in August. The tools allow you to manage user holds, return titles and reset download links – tasks that used to require a support case, slowing down the process of resolving those issues. We added other tools to Marketplace as well, allowing you to generate reports and manage invoices better, see content credits, and get answers to your invoicing questions easier.
- Next Generation websites – NextGen was a complete rebuild of the site hosting your digital collection. We reduced the number of clicks needed to get the books you wanted – sticking to the "See Book, Read Book" approach. OverDrive Read accompanied the NextGen launch, simplifying eBook reading by removing Adobe authorization from the equation and giving users a book that could be read on virtually anything with a browser. Additional features include recommending titles to libraries, improved wish lists and holds lists, returning titles from the bookshelf, and renewing titles.
- Updated app design – We've improved the experience of using OverDrive Media Console across the two most popular platforms (Android and iOS) by unifying the look and feel of the app, making the most of touch-based navigation. Adding OverDrive One adds the option to sync reading progress across multiple devices using the latest version of OMC mobile, while asking users for feedback to help us determine where OverDrive One takes us next. Additionally, we've improved OMC for Windows 8, allowing it to work closely with the classic desktop version of OMC, as well as OverDrive One.
- Streaming Video and MP3 only audiobooks – Streaming Video has replaced WMV video, and MP3 only audiobooks mean no more WMA, removing the pesky Microsoft security upgrade from the process, opening up support for more platforms with books previously unavailable due to format restrictions.
As we continue to improve our services, we have one focus in mind – the user. As always, we welcome feedback from you and your users as we strive to offer the best digital library experience. Justin Noszek is a Support Services Specialist at OverDrive.  |
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