All posts by Julian Desevilla

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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