Properly managing virtual service channels (phone, chat, email, text) is KEY to generating more measurable activity on a per-patron basis (MORE checkouts, MORE downloads, MORE visits, and MORE participation) and creating positive vibes about the library.
However, this can be tricky for the typical public library to do on its own because, while phone calls and live chats represent thousands of customer touch points per year, they arrive intermittently and with varied frequency, making them difficult to plan for, focus on, and monitor for quality.
At Unique we know how to handle all of that because it’s our business. We partner with public libraries across the country to ensure their patrons feel valued and well served each and every time they call on the phone or chat online. Our specialty is turning PATRON INTERACTIONS into measurable PATRON ACTIVITY.
Our recipe for turning interactions into activity has three simple ingredients: ENGAGE, DIRECT, SUPPORT.
ENGAGE quickly and attentively.
We guarantee lightning fast response times and focused service from dedicated representatives whose only job is to take great care of each customer, with no other responsibilities to compete for their time and attention.
DIRECT to relevant resources and services.
Our professional representatives are trained to listen, ask good questions, and then connect patrons to library resources relevant to their needs and interests – not only physical or electronic materials but also upcoming programs; meeting spaces; or services like passport processing, notary services, test proctoring, and more.
SUPPORT to ensure ongoing activity.
Our team excels at helping patrons overcome common hurdles that might stop them from using the library. From questions about their checkouts and fines to help downloading an e-book, we take pride in solving problems to keep patrons coming back.
If you’re ready to take your virtual customer service to the next level and generate more activity and positivity with your patrons, we should talk! Schedule a free consultation NOW.