The traditional concept of a librarian is being redefined.
Librarians today are teachers, advocates, friends, technology experts, and content creators. Working with Unique – a proven partner of libraries – allows library staff to be all these things and more, without sacrificing the excellent service your patrons have come to expect. Let Unique handle the day-to-day tasks of patron services so your staff can focus on the high-level activities that allow libraries to not only exist, but thrive. We can bridge the divide from service today to service tomorrow.
Cost Effective
Help your library save money, by serving patrons at a fraction of the cost. Our system is significantly less than an internal centralized process.
Fully Managed
As part of our turn-key service, Unique handles scheduling, supervision, feedback, and training so the library can focus on its internal mission.
Simple Implementation
Unique aids patrons with respect to each library policy and procedure. Our staff studies and records all relevant policies during project implementation.
Expert Staff
With customer service tools and experience, Unique agents become experts in library policy and answer questions in a friendly and precise manner.
Unique Call Center
Get all the advantages of a centralized calling with none of the headaches. Let Unique handle the day to day calls so the library staff can handle the high-level work.
Unique Web Chat
Live Chat from Unique allows libraries to engage virtual users and bridge the gap to connect with your patrons without them ever leaving the library website.
Detailed Analytics
Comprehensive reporting is always available to help monitor data and the details of why patrons are contacting the library.
Trusted Name in Libraries
Unique has worked with libraries for over 25 years. We are proudly trusted by over 1,800 current library clients in over 5 different countries.
Transparent
Calls are recorded and tagged for call type, date, time, and duration and are available for monitoring via mp3 download and a searchable database.
Partner with Unique
Unique can reduce workloads for managers and frontline staff, which in turn increases in-house efficiency. Think about the impact on your day-to-day patron services operations if your staff is freed from daily interruptions.
Patron Services Resources
Explore case studies, articles, and practical guidance focused on library customer service, call handling, live chat, and the patron experience.
Natrona County Public Library Success Story
See how a trained Unique call agent remained calm during a threatening patron interaction, followed escalation procedures, and helped library staff prepare to respond.
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Solving for Patron Service Headaches
Explore survey findings on staffing shortages, virtual service challenges, patron wait times, and opportunities to strengthen the service experience.
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Live Chat Software: Staffing and Designing for Real Patron Needs
Learn how patrons use live chat and why many interactions focus on circulation, account questions, catalog help, and digital resources.
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Patron Phone Calls: The 8 Most Common
Review the questions libraries receive most often and see which routine patron requests can be resolved efficiently by a trained support team.
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Become Part of a Patron’s Routine: Building Habitual Library Users
Strong library patron engagement rarely happens because of a single visit. It develops over time through meaningful experiences, ongoing communication, and consistent awareness of the...
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Unique Announces New Library Service Launches for Q2
Over a dozen libraries have launched MessageBee, Automated Borrower Renewal (uRenew), Verified Borrower Registration (uRegister), and Patron Services in the second quarter of 2026 Verified...
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Who Are Virtual Patrons?
As libraries expand beyond physical buildings, the concept of the “patron” has evolved. Increasingly, libraries serve users who may never walk through the front door...
Read More 2025 Patron Services Survey: What can we learn from each other?
Last year, we asked libraries how they were handling the day-to-day realities of patron service — online and in-person. This year, we asked again. The...
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Preparing for Tax Season: The Questions Your Staff Will Hear
Every tax season, call volume rises. We see it across nearly every library we support. Patrons want forms, dates, appointments, and help sorting out what’s...
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Solutions designed to improve patron communication, strengthen collection access, reduce staff workload, and support library growth.
Fine-Free Gentle Nudge
Recover long-overdue materials while preserving patron goodwill. Restore access, return items to circulation, and support the goals of a fine-free library.
Explore Recovery
MessageBee
Connect with patrons through email, SMS, and voice messaging from one library-focused platform. Improve outreach through the channels patrons use every day.
Patron Services
Expand patron support with live phone and chat assistance. Reduce frontline workload while providing timely answers and a better patron experience.
New Mover Service
Reach new residents soon after they move into your community. Targeted postcards build awareness, drive registrations, and help grow library membership.
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Material Recovery
Bring valuable materials back into circulation through proven library outreach. Improve collection availability while maintaining positive patron relationships.
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Verified Borrower Registration
Simplify online card registration through automated identity verification. Reduce staff work, improve data quality, and give eligible residents faster access.
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Automated Borrower Renewal
Renew eligible borrower accounts while validating patron information behind the scenes. Reduce repetitive tasks and maintain uninterrupted patron access.
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Explore All Services
Explore solutions that improve communication, increase efficiency, strengthen patron relationships, and support library growth.
View Every Solution