Live Web Chat Software for Libraries
Engaging with your virtual library patrons has never been easier
UniqueChat delivers convenient support to online patrons faster and more efficiently than phone or email. Developed to answer the questions today’s patron asks, UniqueChat provides the ease patrons want and flexibility libraries and consortia need through customization, automation, staffing models, and affordable pricing. Contact us today for a free trial offer.
Delivering an excellent patron experience through UniqueChat is just the start. With Unique’s long history of working with libraries, we understand that each library’s needs are different. Starting with a great-looking, branded, non-distracting widget, you can easily customize the staff, administrative, and patron experience with included and optional features.
Initially designed to support Unique’s Patron Service partners, UniqueChat has grown to provide flexible staffing models from self-service, answered by the library, to full-service, answered by Unique, to any hybrid option in between. Unique’s support allows your team to focus on what they do best when available and brings in our trusted support for specific questions and hours.
|Self Service||Hybrid||Full Service|
|Weekly Hrs||You decide||Up to 96||96|
|Holiday Closures||Typically 12-18 days||N/A||8 days annually|
|Staff Involvement||Full Involvement||Some Involvement||Hands Off|
|Quality Assurance||Optional/Self Serviced||Included for Unique||Full QA Process|
|MGMT / Scheduling||You’re in Charge||You’re in Charge||Hands Off|
|Reporting & Analytics||Self Serviced||Mixed||Fully Managed & Delivered|
Gone are the days when patrons use chat for reference questions. Over 80% of patron chat requests fall into questions answered at a circulation or information desk, not at the reference desk. Libraries need tools designed for today’s patron’s needs.
Other library chat tools are built for answering reference questions. UniqueChat serves patrons better because today’s patrons don’t utilize services like before. Just as in the branch, meet the patron where they have routine questions – anywhere in your virtual branch.
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“Having the chat feature present on our website and catalog has facilitated interactions to a whole new set of users! Unique has provided us an access point that customers increasingly expect to have and the feedback from customers has been overwhelmingly positive!” –Ashley Trew, Public Services Manager, Sacramento Public Library
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Unique offers a wide variety of cost effective tools that can help your library by reducing workloads for managers and frontline staff, which in turn increases in-house efficiency.