How can you maximize your current staffing and collection dollars while also enhancing the customer experience?
With so many resources now available on library websites, many patrons are choosing to interact with the library online or by phone. Yet library staffing models understandably tend to center on physical locations.
To meet this challenge, a growing number of libraries across the United States and Canada partner with Unique to serve their off-site customers. Our in-house library specialists answer thousands of customer live chats and phone calls every month, handling everything from basic item renewals to complex digital media questions.
Teaming up with Unique to care for online and phone-in customers is a cost-effective way to recover large amounts of staff time and enhance the service experience for off-site customers:
• Your staff will answer fewer emails.
With Unique as your live chat partner, online customers can be served immediately. That means fewer messages coming in through website contact forms or email addresses, and less time library employees have to spend responding to them.
• Your staff will answer fewer phone calls.
Many customers call for assistance while they’re on the library website. Counting on Unique to manage live chat and/or incoming phone calls reduces the number of phone calls library employees have to answer. As a result, they have a lot more time to focus on customer engagement and core operational tasks.
• Your customers will check out more materials.
With Unique providing a consistent and responsive service presence online and/or by phone, patrons will receive the help they need right when they need it, facilitating greater usage of library materials and maximizing the library’s investment in its physical and digital collections.
Partnering with Unique to serve patrons over live chat and by phone makes good financial sense. We help maximize library staff productivity and drive usage of library resources. To learn more about our flexible solutions, sign up for an upcoming webinar or contact us directly by phone or email.