Winter brings holiday closures and the possibility of unplanned weather closings. Wouldn’t it be great if you could keep serving patrons at those times? With Unique’s “call center for libraries,” you can. Our squad of library specialists can help customers by phone or chat even when your buildings are closed. Consider these five ways we help libraries through the winter season.
1. We’re open over 100 hours per week.
We open early and close late to help libraries extend their availability to customers. Phone and chat service hours are tailored to the needs of each library we work with, up to our full hours of operation (15 hours on weekdays, 12 hours on Saturdays, and eight hours on Sundays). We recommend making chat available for our full hours of operation, for reasons we’ll talk about under #4 below.
2. We’re open around the holidays.
We’re open regular hours on Christmas Eve and New Year’s Eve, so customers who need some last-minute help or who want to renew their materials before heading out of town can get the assistance they need. We’re also open on other winter holidays – Martin Luther King Day and Presidents’ Day –when you might be closed.
3. We never close due to weather.
We have extensive contingency plans that guarantee fully operational continuity during severe weather events. This means we’ll always have the technical and staffing resources in place to ensure uninterrupted service, no matter what’s happening weather-wise in our local area.
4. You’re really never closed.
When you think about it, your library is never really closed for business because your website is out there 24/7 with a wide array of resources for customers. Libraries who don’t offer live chat are missing out on an opportunity to increase access to and circulation of their collections. Partnering with Unique is the best way to provide a focused and responsive service presence to help online customers with questions about library policies and services, circulation needs, and more.
5. We’re digital media experts.
Many people receive new devices as holiday gifts, making it a strategic time for libraries to introduce new users to their digital collections. Our specialists are thoroughly trained on all of the major digital media platforms and related devices and provide digital media support to thousands of customers per month. When a patron needs help downloading library e-books to that shiny new mobile device, our team is standing by to provide quick and effective help.
It should be as easy as possible for patrons to use the library. One way to do that is to be available for as many hours as possible, but the winter months can limit your availability due to holidays and other closures. Teaming up with Unique to serve patrons by phone or chat is a practical way to provide an additional service presence for customers during business hours and beyond.
Unique Integrated Communications, a Unique Management company, helps libraries serve their customers and helps customers use their libraries. With phone, chat, and email management solutions available, Unique is your all-in-one partner for virtual customer service.