Implementation live chat support: enhancing efficiency in library reference services

Purpose This study aims to investigates the transformative effects of live chat software on modern library services, with an emphasis on its implementation at the Central Library, IIT Jammu, using Tawk.to. The research emphasizes how live chat systems improve accessibility, user engagement and service efficiencies. Design/methodology/approach The study looks into the idea and importance of live chat in library services, compares various live chat solutions and gives a detailed analysis of Tawk.to. It describes the customization and deployment of Tawk.to at IIT Jammu, considering institutional requirements, historical background, features and benefits. Findings Tawk.to and other live chat technologies help libraries and patrons communicate in real-time, overcoming geographical and temporal constraints. The technology greatly improves library accessibility, engagement and satisfaction with the service. Practical implications Tawk.to’s customization and deployment at IIT Jammu illustrate its promise as a low-cost, scalable academic library solution. It demonstrates how live chat technologies may turn library services into efficient, user-centric systems that respond to changing user needs. Originality/value This study thoroughly examines the role of live chat systems in academic libraries, including insights into their practical benefits and deployment. It adds essential information about using technology to improve library services and user experiences.