All posts by Julian Desevilla

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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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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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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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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