“Clarence” (not his real name) is a retired engineer living in a western state. Clarence’s local library uses Unique Chat and our chat team knows him well because he’s one of our regular chatters.
Before partnering with Unique, Clarence’s library’s website had the usual communication options – call or email. But the library wanted to start a chat service to give online patrons easier and more immediate access to the library.
They knew the coverage needed to be consistent and quick and that they would have trouble pulling it off on their own, so they teamed up with Unique.
Clarence can’t get out of the house much because of his health, so he uses Unique Chat a couple of times a week on his library’s website, from home, usually early in the morning before his library is actually open.
Unique Chat representatives help him search the catalog, place holds, and renew his materials. Then he sends his daughter to return his items and pick up his holds for him.
Recently, Clarence was looking for a title that the library didn’t own in a physical copy but was available in e-book format. The Unique chat librarian noticed that Clarence was chatting from an Apple device and asked if he’d like to try reading the book on his device – it turned out to be an iPad.
Clarence was skeptical but agreed to try and so she guided him through downloading the app, setting up his account, checking out the e-book, and even showed him how to read in night mode.
Now Clarence is into e-books and he can take just his iPad with him to doctor’s appointments and other places (and maybe that will save his daughter some trips to the library eventually!).
Clarence enjoys convenient access – first thing in the morning, from home, on his iPad – thanks to his local library, which took the practical step to provide more and better online access for under-served patrons through a successful partnership with Unique.
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