In a previous post, I discussed why email by itself isn’t a sufficient tool for online customer service and recommended live chat as an additional service channel that libraries should offer. Building on those thoughts, in this post I’d like to offer a few reasons why you should consider partnering with Unique to manage live chat for you rather than
When customers on your website need help or service, what options do they have to reach you? Most library websites (maybe yours) offer two choices: to call on the phone or send an email. In this post, I want to share four reasons why email, while necessary, isn’t sufficient for online customer service.
1. It’s slow.
How quickly does your library to
Team up with Unique to increase digital media circulation. Our experts are available by phone or chat seven days a week.
The librarian cradles the phone receiver between her shoulder and ear and peers at her computer screen. She’s clicking through pages of digital media FAQ’s, trying to figure out why the patron on the other end of the phone can’t