PATLive Answering Services Blog

7 Ways to Promote Your Business This Small Business Saturday

Nov 21, 2019 by

Busy business on small business saturday

As a live answering service for thousands of businesses nationwide, small businesses have a special place in our hearts. Making up 99.9% of U.S. businesses and 47.5% of the workforce, small businesses play a critical role in the economy. 

That’s why American Express created a holiday just for small businesses in 2010, and it’s paying off. On SBS in 2018, 104 million shoppers spent a new record of nearly $18 billion at small businesses. 

This November 30, take advantage of Small Business Saturday to promote your small or local business. Whether you’re online or brick & mortar (or both), there are numerous tactics you can use to encourage shoppers to support small businesses this season. 

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How to Find the Right Answering Service that Fits Your Business

Nov 20, 2019 by

Call center

Answering services can benefit businesses of all shapes and sizes. You’ll have a team of virtual receptionists take as many incoming calls off your plate as you choose, whether you only want to use the service for overflow or after hours, or as your first line of defense for every incoming call your office gets, allowing you to focus on the critical tasks your business needs you to prioritize.

It’s easy to come to the conclusion that you could scale more efficiently (and painlessly) with an answering service than without one, but finding the right service for you is a little trickier.

Where do you start? In this post, we’re going to take you through the process you should follow when you’re searching for the right answering service for your individual business. 

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4 Proven Ways to Increase Your Repeat Customer Base

Nov 14, 2019 by

Man online shoppingLanding new clients is exciting. It’s like a rush — you see your profit margin increase, and your business scaling right in front of your eyes. Your business can’t really scale, however, unless you’re able to keep your clients in addition to landing new ones.

Repeat customers are essential for retention rates and long term success. It’s also worth pointing out that it’s much cheaper and easier to keep your customers on than it is to acquire new ones. And when we say cheaper, we mean it; it’s about 5x more expensive to acquire a new customer than it is to keep an existing one.

In this post, we’re going to go over four proven ways to increase your repeat customer base long-term.

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5 Customer Service Skills that Drive Every Business

Nov 12, 2019 by

Customer service representative smiling on the phone

Customer service departments don’t just exist to address issues after they’ve already happened; they’re meant to be proactive parts of your overall business strategy.

The level of competition in almost every field is so high that customer service has become a key decision making factor for most buyers today. 96% of consumers, for example, stated that customer service is an influential factor in their choice of brands, and 93% are more likely to make repeat purchases with customers who have strong customer service.

According to Salesforce, 88% of high-performing service decision makers are making significant investments in agent training, versus only 57% of decision makers with low-performing service. There are certain customer service skills that are particularly valuable when it comes to driving your business forward, helping you to attract and retain clients both immediately and long-term while improving your overall brand reputation. So let’s take a close look at the five most important skills you need your staff to develop.

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The Benefits of Call Answering Services: An Infographic

Nov 7, 2019 by

As a busy business owner, you know the importance of the ringing phone but that doesn’t mean you have the time or resources to answer every call. Enter call answering services, the business solution that does so much more than message taking. With service packages now starting at just $39/month, you can rest easy knowing your business calls are being answered by friendly and professional virtual receptionists. Read on to learn the benefits of a call answering service for your business.

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Why eCommerce Customer Service is the Difference Your Brand Needs

Nov 5, 2019 by

Quality customer service is crucial in every industry. However, compared to a brick and mortar retail store, eCommerce customer service is significantly different. 

The lack of physical interaction before a purchase can lead to more uncertainty before committing to the purchase. Combine this with unhappy customers taking to social media to vent their frustrations, and that your eCommerce store is open 24/7, and you can see how eCommerce customer service can be tricky. But luckily, it’s not difficult to turn a curious browser or unhappy customer into a returning patron using a few tried and true best practices.

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The Role of the Phone in the Customer Service Lifecycle

Oct 28, 2019 by

Agents using the phone in a call center

Delivering excellent customer service relies on your ability to understand your customers, their relationship with you and your brand, and what they need from you.

You can’t do this without understanding how customer service fits into the customer’s lifecycle and buying process. A customer who has a few questions about your return policy prior to purchasing, for example, will have very different customer service needs than a long-term anchor client who had a uniquely horrible experience with your company.

Understanding the customer service lifecycle – because it’s not just about driving new sales, but delivering outstanding service on an ongoing basis – is key, and it’s important to have a good idea of how different mediums play into what your clients need.

And when it comes to customer service, there’s no medium quite as effective or commonly-used as phone service, so let’s take a look at the role of phone support when it comes to the customer service lifecycle. 

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Virtual Receptionists: What They Are And How They Help Your Business Grow

Oct 24, 2019 by

Agents in a contact center

Starting a small business can be one of the most difficult things anyone can do. Scaling a business and keeping it successful can be even harder.

Just when you feel like you’ve got things figured out, with a solid schedule in place and a growing roster of clients, you’ll likely find that things need to be restructured. If you’re sending out more products, you may need to find a new manufacturer that can work at a larger scale, or add more customer support people to your staff to keep your ever-growing client base happy.

As you’re scaling, one of the first things you should look at is hiring a virtual receptionist for your business. They’ll make the scaling process much easier, and with someone always on the other end of the phone to help your clients with most of their needs, you can rest easy knowing that customer support won’t take a hit if you experience some growing pains.

Wondering how exactly a virtual receptionist can help you? In this post, we’re going to take a close look at what virtual receptionists are, how they can help your business scale, and how to find the right service and set them up for success. 

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34 Customer Service Stats and Facts You Can’t Afford to Ignore

Oct 17, 2019 by

customer service representative

We all understand the basic value of customer service, knowing that if we aren’t able to deliver a good customer experience, they’re going to walk away unsatisfied. Better customer service means happier customers, which means more profit, better retention rates, and an easier job growing your company.

But what exactly does that look like, and how much can it really impact your business?

We know that your business decisions are going to be based heavily on data and research, so we collected 34 of the most important customer service statistics that you can’t afford to ignore.

In this post, we’ll walk you through the current state of customer service, the profitability potential of a great customer experience, what customers are expecting, and so much more.

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

Oct 15, 2019 by

Lawyer on the computer

The average day at a law practice is action-packed, so 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 competitors’ 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.

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