“By utilizing Unique’s call center, we save hundreds of hours of staff time each week. This gives staff more time to create terrific on site interactions with our community.”
– Pam Sandlian Smith, Director, ANYTHINK LIBRARIES
Unique’s inbound phone and chat communication solutions are designed to further the mission of the public library and support the efforts of library workers. We do this by handling the large volume of inquiries coming from off-site patrons that can divide the time and attention of library workers, by connecting library workers with off-site patrons who need their expertise, and by customizing our procedures to each library’s needs, preferences, and existing operating procedures.
Our solutions are intended to help libraries provide great service to off-site customers. The great majority of patron inquiries can be handled in an effective manner by Unique’s specialists over the phone or chat, including location details, circulation needs, service information, program information, meeting room information, and digital media support. By meeting these needs for off-site customers, we free up the library’s local workforce to focus on tasks and interactions requiring their specialized skills.
By answering phone calls and chats quickly, we are able to identify patron questions that require the knowledge and expertise of a librarian or paraprofessional and connect them right away. This allows customers to reach the right person or department with minimal effort and no unnecessary detours in order to receive assistance in locating the resources and information they are looking for, and empowers librarians and other employees to leverage their special expertise to meet the public’s information and media needs.
Far from being a one-size-fits-all solution, we tailor our service to each library’s needs and preferences. Our clients determine what types of calls we handle and how we handle them. A detailed scope of service is developed in the implementation process and revisited periodically to ensure consistent adherence on an ongoing basis.
Unique’s patron service solutions effectively manage off-site customer service needs in order to create opportunities for library staff to use their time and expertise in the flexible and interactive manner that the modern library environment demands.