Overdrive has revised its tech support and customer service portal called “Overdrive Help.” This was a savvy move that answers most common questions and concerns but with an emphasis on specific e-readers.
Overdrive Help was a project that spent a few months in development before it was finally released today. They spent a fair amount of time talking with specific libraries and industry partners on the layout and accessibility. 93% of all libraries polled said the new help section was an improvement over the existing design and also an improvement over the old FAQ System. The new Help section section has a number of key improvements such as;
Search – Type in what you’re looking for to view articles that match your search terms.
Get Started With… – Android, BlackBerry, iPhone, iPad, Sony Reader or whatever you have.
Most Popular Articles – This section shows the articles that are being read the most. Three are displayed on the homepage; click ‘view more…’ to see additional articles.
Recent Searches – This tag cloud shows you what other users are searching for.
Recently Added Articles – When new articles are added to OverDrive Help, they’ll show up here.
We encourage all libraries to start recommending this new section to their patrons and spend a few hours training their staff on the new layout to better assist the public. You can access the revised Overdrive Help section at http://help.overdrive.com/