A by-the-numbers look at how Unique’s Patron Services helped our client libraries.
In 2022, we saved libraries over 27,000 hours of staff time.
That’s time that can be spent better helping patrons.
About Patron Services
2022 was a high point for Unique Library and our client libraries. The technology-based approach to our patron services has proved to be popular for our clients and their patrons. Integrated chat widgets embedded on library homepages give easy conversation-based solutions for patrons. Call handling proved to be a seamless integration for our client libraries, too. Check out some of the reviews!
Our call agents took thousands of calls and spent over 17,000 hours on the phones with library patrons. That’s almost two years worth of time that we have saved librarians. That’s two years worth of time you can spend with your patrons. And thanks to our fantastic integration with our libraries, we can handle just about any request a patron could possibly make! Check out the most popular tags patrons had in 2022!
Most Popular Times
Highest Volume Day: Tuesday
Highest Volume Time: 1PM
Highest Volume Month: January
Most Popular Call Tags
Library Technology
Card/Account Question
Item Renewal/Due Date
Ready Reference Question
Hold Request/Edit/Cancel
What libraries are saying:
“Unique are great representatives for our library, friendly call reps, accurate information – I just wanted to say thanks and let you and your reps know that we notice and appreciate it!”
–Kate Mutch, Assistant Director Natrona County Public Library
Read More:
Join our no-risk March Live Demo!
Unique’s managed chat service answered thousands of inquiries on behalf of our client libraries. From hours and directions to holds and renewals, take a look at the most popular inquiries that our Library Communication Professionals encountered in 2022.
Most Popular Times
Highest Volume Day: Monday
Highest Volume Time: 10AM
Highest Volume Month: January
Most Popular Chat Tags
Card/Account Question
Catalog Search/Materials Question
Hold Request/Edit/Cancel
Program/Events
Library Technology
What patrons are saying:
“This was a really great way to get a response for a quick question. I will definitely use this again!”
“Wonderful, fast, and friendly service. It was great getting a nice and a quick response when other sites sometimes the live chats take forever.”
“Very quick response, they answered my question right away. It was nice to have my growing frustration in trying to access content, resolved so quickly. Thank you!”
“This is the best chat service by far! Leslie was great, made everything quick and easy!”
“My agent was great! I honestly did not expect for it to be a real person, but then once I realized it was, I was happy.”
“Paige was fast, knowledgeable and kind! Was able to assist with my renewal request and answer all my questions! Paige made this such a great experience!”
Want to learn more?
Secure your spot in our live demo on 3/15
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