Comparing The Costs of an In-House Receptionist vs A Virtual Receptionist

Jan 10, 2019 by

 

Every small business owner has spent hours thinking of ways to save their business money. Have you considered what you could save by switching from an in-house receptionist to a 24/7 live answering service? The low monthly fee you’ll pay to have your phone calls answered 24/7 by a team of experts pales in comparison to the cost of recruiting, hiring, and training a full-time in-house receptionist. Saying that and showing you the numbers are two different things, though, so we’re here to do just that. Exactly how much does the average business stand to save by switching from an in-house receptionist to a 24/7 live answering service? Let’s find out.

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Missed Holiday Calls: Never Miss Another Call With a 24/7 Live Answering Service

Jan 2, 2019 by

It’s the new year, and with it comes a refreshed attitude and plenty of opportunities. Last year’s affairs might not be completely sorted out, though…

Did you come back to work to find you missed a few phone calls over the holiday? You’re probably not the only one. Just because you’re taking a break doesn’t mean that someone didn’t try to get in contact with you. This applies to businesses of all industries. Emergency root canals or burst pipes don’t take vacations.

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Virtual Receptionists: The Secret to a Great Answering Service Experience

Dec 14, 2018 by

I’m well aware that there are tons of answering services out there, all of which perform a similar basic function: answering your phone calls. That’s also where the similarities end, though. The key to a great answering service experience lies in the people who represent your business every time the phone rings. That’s precisely where PATLive thrives. You wouldn’t let someone who didn’t know what they were talking about handle your business calls and neither would we. That’s why we’re so meticulous in the process of hiring, training, and coaching every virtual receptionist that joins our team—your business deserves it. Here, I’ll explain what goes into the process of hiring, training, and coaching our team into customer service experts.    

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Live Answer Scripting: How We Develop the Perfect Call Script

Nov 29, 2018 by

 

At first glance, trusting another company with your phone calls might seem risky, if not straight-up absurd. We get it! No one knows your business like you do—yet. How can you be sure that another service will capture exactly what makes your business special and communicate that to every caller?  I sit well within earshot of two of our product specialists Ben and Richard in the PATLive office, and I hear them answering dozens of variations of these questions every day. I’ve decided to step in and peel back the curtain on PATLive’s call scripting because it’s the most important part of our process, which we’ve just about perfected in the 28 years we’ve been in business.  We customize a script for every single business  whose calls we answer. It’s what allows us to serve your callers like only you can. Here’s how we customize the perfect script:

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Even More Customer Service Advice from Small Business Consultants

Aug 3, 2018 by

A few weeks ago, we asked a bunch of consultants and marketers from lots of different industries to weigh in on the most useful advice they could think to give a small business. (You can check that out here.) We’re back today with a few more gleaming nuggets of customer service gold, just for you.  But first, a few statistics just to put things in perspective: Customer service can make or break your business.

  • U.S companies lose more than $62 billion annually due to poor customer service—New Voice Media
  • 51% of customers will abandon a business after one negative experience—New Voice Media
  • 69% of consumers say they’ve spent more money to do business with a company that delivers great service—American Express 
  • Lack of employee knowledge and training is the #1 obstacle keeping companies from achieving their customer experience goals—hotjar
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Customer Service Advice from 17 Small Business Consultants

Jul 11, 2018 by

 

That’s right! Here’s a treasure trove of customer service knowledge from 17 leading consultants, from accounting wizards to content-creating wordsmiths. We asked each of them to weigh-in on the topic of customer service and communication, and each of them delivered with a unique perspective. Topics range from clever branding to enhancing responsiveness across channels of communication to just shutting up and listening to customers. Read up!

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What are Virtual Receptionists? The PATLive Guide

Jun 26, 2018 by

 

You might’ve heard the term “virtual receptionist” before, and it’s not immediately clear what exactly they are or what purpose they serve. Are they robots? Do they sit in the corner of your office, beeping like the Jetsons’ robot maid? (We’ll get that one out of the way now—no.) If you don’t know what a virtual receptionist is, why would you hire their services for your business? In the very simplest terms, virtual receptionists answer your phones remotely. But there’s so, so much more. We’re here to clear all of that up for you: we’ll explain what a virtual receptionist is, what they can do for your business (a lot!), and why it’s important that every phone call that comes in to your business gets answered.

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Here’s Why Every Home Service Business Needs an Answering Service

May 24, 2018 by

If you own a home service business, this one’s for you.

For most home service businesses, phone calls are the single greatest source for new customers. If your sink is spewing gallons of water all over the kitchen or you just discovered a termite infestation, you’ll probably pick up the phone rather than waiting for a response to an email. Given the recent uptick in mobile searches and search engines offering click-to-call directly from search results, this is perfectly logical and convenient. It stands to reason, then, that if you’re the business receiving those calls, and you take your business seriously, answering every single call is high on your priority list. You might even think you do a pretty good job of it! Unfortunately, new data suggests that might not be entirely true.

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PATLive Now Integrates with Clio and Lexicata. Here’s What You Need to Know.

Apr 3, 2018 by

 

We’re thrilled to announce PATLive’s newest integrations with two of the most widely-used legal management softwares on the market, Clio and Lexicata, . Both systems are designed to streamline and simplify the management of your law practice. In the hands of PATLive’s virtual receptionists, they’ve better than ever. Here, we’ll show you exactly what you can accomplish with these tools in your arsenal.

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