All posts by Stephanie Jones

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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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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3 Unmistakeable Signs You Chose the Wrong Answering Service for Your Law Practice

Apr 18, 2017 by

stressed professional how lawyers can tell if they chose the wrong answering service

Time is money for lawyers

In order to increase productivity, lawyers hire answering services to focus more of their energy on billable items. The problem: not all answering services are created equal.

What happens when you realize your answering service is more of a hindrance than a help?

If you still manage client intake or still answer calls from clients after hours, you need a new answering serviceRead on to reveal three unmistakable signs you’ve chosen the wrong answering service for your practice.

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Answering Service Tips: How To Keep Your Cool During Stressful Calls

Apr 4, 2017 by

answering service tips stressful phone call angry customers

It’s impossible to make everyone happy all the time, and owning a business practically places you in the hot seat. Those customer complaints are sure to come. It’s how you handle them that makes all the difference.

Answering calls from angry customers is just one stressful task small business owners have to handle. And it’s important to handle the situation just right: 55 percent of consumers would pay more for a better customer experience.

Our answering service receptionists have tons of experience managing difficult customers, which ultimately reduces churn. Here are some pro tips for making those stressful calls a bit easier to take.

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3 Things I Learned About Customer Service by Being a Plumber First

Mar 13, 2017 by

customer service plumber working on pipes

This week we’re sharing a post from one of our favorite social media friends, Steve DiGioia. Steve is a renowned customer service trainer, author and speaker, and shares a ton of great advice on his blog. One of our favorites is a post about the service lessons he learned by being a plumber first. It’s an interesting perspective that’s valuable – no matter your industry.

You can view the original post here. And don’t forget to follow Steve on social media to keep up with all of his work!

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