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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The Case for Omnichannel Support: a Conversation with LiveChat, Inc

Feb 15, 2018 by

 

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“Customer expectations are at an all-time high.  Every time someone goes to a coffee shop and gets a work of art drawn into the foam of their drink, it gets shared all over to the point where maybe it isn’t good enough to just make a decent latte anymore.”

-Dave Mason, PATLive

 

The ways customers engage with businesses today are more numerous and personalized than ever. In the past, small businesses stood apart from larger competitors by their ability to deliver a unique, human service experience. Since consumers’ preferred channels of communication have, rightfully, become almost entirely based in technology, that advantage has shifted to larger businesses who are able to provide omnichannel service. As a result, small businesses have adjusted their budgeting habits to account for a consumer base that now expects businesses to interact and provide service far beyond that of a phone call.  

If you haven’t heard of LiveChat, Inc, you’ve almost certainly come across their service.

LiveChat, launched in 2002, was one of the first companies to offer a comprehensive way for businesses of all sizes to instantly communicate with customers online. You might’ve noticed more chat boxes popping up with a message like, “Have any questions? We’re here to help!” on  the homepages of all kinds of websites. That might just be one of the Polish company’s 23,000 customers. I, for one, am all for it—I haven’t called my bank in at least two years and wouldn’t have it any other way.

Check out LiveChat’s case study on PATLive here.  

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How to Drive More Phone Calls to Your Law Firm’s Website

Jan 15, 2018 by

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The day-to-day grind of a law practice is grueling enough for anyone. With current clients taking up your time, it can be easy to forget to continue optimizing your marketing efforts. There are, however, a few quick ways to make sure you’re on the right track. If you’re a law firm looking to grab a few new clients, you’re in luck. We’ve outlined three steps for ramping up client intake from your website that are super simple, but easily overlooked.

First, your site has to get noticed by standing out among your competitor’s sites. Once they’re there, your site has to convince them to give you a call. Then, of course, you have to be prepared to promptly answer every call that comes your way to get the client.

1. Get noticed

76 percent of consumers search online when looking for a lawyer.

It goes without saying that if your firm can’t be found from an online search, you’re depriving yourself of the biggest opportunity for new business. Word of mouth is undeniably powerful, but simply doesn’t allow the scope of the all-encompassing Google search. Therefore, making sure search engines favor your firm is essential.

There are two main ways to accomplish this:

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10 Super Simple Ways to Make Your Customers Holly Jolly this Holiday Season

Nov 15, 2017 by

10 Super Simple Ways to Make Your Customers Holly Jolly This Holiday Season Family Window Shopping in the Cold

There may be no greater miracle than getting through the holidays in one piece.

Between the stress over finding the right gifts, all of the events, the endless line of treats (delicious, delicious treats) and the rush to ingest it all within the span of two months – it’s a wonder we get through the season with little more than angst.

From a business perspective, the months of November and December should be seen as a huge customer service opportunity. Based on the fact that egg nog, sweaters with dickies and getting the third degree from every family member can produce so much consternation, why not make things as easy as possible for your customers during the holiday season?

There are some simple actions you can take to create a customer service experience that will leave their hearts all aglow. Here 10 ways you can create a magically easy experience for your customers during the holidays.

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5 Lessons I Learned While Following Shep Hyken on Twitter

Oct 24, 2017 by

Shep Hyken Five Lessons I learned while following shep hyken on twitter

Customer service and experience expert, Shep Hyken, is doling out tons of actionable (and free) advice right on Twitter.

I’ll admit that when I accepted my position at PATLive, I knew very little about customer service. Beyond the niceties that are practically baked-into my southern upbringing, I had never really considered service as anything beyond thanking the customer as you hand them their fries.

With a whole blog and social media accounts to manage, I needed inspiration (and tons of research) to get my creative juices flowing.

That’s when I stumbled onto Shep Hyken’s Twitter account. And the NYT Best-Selling Author did not disappoint.

The content he writes is astute and helpful–the kind of content you can actually use and apply to your business. He has a slough of quality content right at the touch of your fingertips: guest blogs, videos, podcast episodes, DVDs, an app, plus a handful of books.

In addition to his content, he’s incredibly engaging on social media. Go ahead and ask him for advice! He will chime in with some sage words. Want to know where to get the best toasted raviolis in St. Louis? Ask him! He’s local. He’ll tell you.

I’m no business owner–it’s true. But I am writer who focuses on customer service and experience, and Shep has taught me a lot about the industry.

Ready to see what all the hype is about? Here are five valuable lessons I learned while following Shep Hyken on Twitter.

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Read if You Dare: The Most Dreadful Customer Service Stats of All Time

Oct 13, 2017 by

Scared Man covering his mouth the most dreadful customer service stats of all time

There’s no stopping it: bad customer service is everywhere.

Even worse is that customers have a very low bar for what equates good service; a scant one percent of customers feel that their expectations of good customer service are always met. And yet businesses still miss the mark.

We all know that a great customer experience is a brand differentiator. When you want to set your business apart from the competition, it’s important to inform yourself of the most appalling business practices.

We’re here to help you do just that.

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Customer Communication: 3 More Ways to Keep Cool During Stressful Calls

Sep 11, 2017 by

Man talking on cell phone stressful customer call customer communication

A few months ago, we shared some tips for taking the heat out of your most stressful customer phone calls. Since good customer communication is a skill one can always improve upon, we thought we’d offer up a few more tips to help you smooth over your toughest calls.

As a quick reminder, your business depends on it; 55 percent of people would pay more for a better customer experience.

Without further ado, here are three more ways you can diffuse an angry customer and create a better experience on the phone.

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5 Worthwhile Ways a Virtual Receptionist Helps You Achieve More

Aug 9, 2017 by

person writing a to-do list 5 worthwhile ways a virtual receptionist helps you achieve more business productivity

Productivity is a struggle for small business owners. Distractions – like a ringing phone – make it difficult to stay focused and, ultimately, regain that focus. A study by Florida State University found that productivity and performance are at their peak during uninterrupted 90-minute intervals.

I know. You’re reading this and thinking, “Where do you expect me to get 90 minutes of uninterrupted time?” But it’s totally possible when you outsource the small tasks that eat up your time. 

The phone is one of the greatest robbers of productivity for small businesses. Read on to learn five ways a virtual receptionist can help you achieve more on a daily basis.    

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6 Brilliant Quotes to Inspire Awesome Communication with Your Customers

Jul 13, 2017 by

Customer Communication Woman at a meeting with clients having a discussion customer service

It’s been said that 85 percent of our success in life is directly linked to our skills in communication.

That is a huge number. And it’s definitely a stat you should note if you own a business; customer communication plays a major role in your success.

We all know communication goes beyond talking, but what does it take to actually create stronger and clearer connections with your customers?

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