This summer’s solar eclipse captured the nation’s attention and imagination in unprecedented fashion. While most public libraries had eclipse-related programs planned, the level of interest from the public caught many libraries off guard, leaving them swamped with inquiries by phone, email, and in person about the availability of eclipse glasses and events.
Some forward-thinking libraries, however, absorbed the hundreds (and in some cases thousands) of additional inquiries without missing a beat. How did they do it?
By having Unique answer their phone calls and live chats. Unique helps libraries answer phone calls and live chats and provide timely and friendly service to patrons.
One outstanding example is Anythink Libraries in suburban Denver. In the five days leading up to the eclipse, Anythink received an average of 404 phone calls per day, along with 17 chats per day. On the day of the eclipse, 461 calls and 15 chats were received between the time the library opened at 9:30 AM and when the eclipse occurred at 11:45 AM local time.
That’s almost 500 interactions in a little over two hours and over 2,100 interactions in a five-day period!
Unique quickly answered all of these inquiries, providing up-to-the-minute information to maximize access and participation for hundreds of local families while keeping library operations on an even keel.
Without Unique as their virtual service partner, Anythink staff would have been glued to the phones, making it that much harder to run the eclipse-related programming and manage the additional foot traffic streaming through the doors.
Anythink and the many other libraries who partner with Unique are not only empowered to deliver fantastic virtual service in the day-to-day, they are also ready to handle unexpected spikes in patron activity, like the eclipse, without disrupting daily operations or on-site customer service priorities.
That next spike in patron interest is coming. Will you be ready?