The Quest Begins: Customer Journey Mapping for Your Business

Mar 14, 2016 by

customer journey mapping pointer on the map locater customer service customer experience
The time has come and your journey has begun. Though you can’t be sure what dark roads you will encounter, you can be certain you will find your destiny at the end.

There are no wizards. No wraiths. No lords, ents or imps. There is only your business, its customers and their experience. I’m talking about the enthralling quest of piecing together and creating a customer journey map.

Customer journey mapping is gaining prevalence in the business world. Some executives might even say if your business hasn’t taken the time to create a journey map, it can’t properly serve its customers or anticipate their pain points. While there are many ways to create an exceptional customer experience, journey mapping gives companies a deep dive on their customers’ overall experience.

Ready to learn more? Here are the need-to-know basics before you set off on your own customer journey mapping quest.

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The Definitive Guide to Live Answer for Small Business

Mar 8, 2016 by

Live Answer Agent on computer monitor customer service small business the definitive guide to live answer for small business

Regardless of whether you’ve just cut the ceremonial ribbon on your new small business or you’re a veteran entrepreneur, we bet there’s some portion of your business you would love to outsource.

We have loaded our blog with tips and tricks for keeping your customers satisfied, and the phone is one of those major drivers. Below we’ve shared some of our favorite blogs that explain how using live answer agents can save you time, money and allow you to place focus back on your business.

Be your customers’ favorite superhero.

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PATLive’s Customer Spotlight: Express Homebuyers

Feb 25, 2016 by

Express Homebuyers 3 Step Process Live Answer Service Real Estate Investing
Our customers are the force behind the product we provide. Without them, we would still be where we were when PATLive came to fruition. Every couple of months we will highlight some of our most dedicated patrons for business tips and to chat about how live answer has changed the way they do business.

Real estate investors and our live answer services are the perfect pair. There’s not much more we love than seeing a business succeed and gain an unsurpassed service reputation with the help of our friendly agents. Express Homebuyers (EH) is just one of our customers that manage their business more efficiently and connect with more potential sellers because of our live receptionists.

Real estate investors are a busy lot. They are constantly on the phone, driving around to view properties, meeting with potential clients, networking or doing research. Sometimes, it’s impossible for them to take all of their calls. When investors miss calls, they miss opportunities.

That’s why Express Homebuyers put PATLive to work answering their missed calls.

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Small Business Chat: Is it Time to Breakup with Your Customer?

Feb 15, 2016 by

Prismatic heart in shades of blue and green sad heart broken heart customer relationship small business

Oh, Valentine’s Day. A holiday that’s all roses and chocolates and love; it can make a person feel all swoony about everyone in their life. However, that day is not today.

Today is the day after V-Day. It’s said that divorces and breakups spike right after this love-centric holiday, so if you’re mulling over a soured customer or client relationship, you would be in good company. Even though you aren’t divorcing them, making the decision to fire a client is a rough one. The lines can be blurred. Egos are bruised. Emotions are flying high. It can be just as difficult as a divorce.

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Social Media Trends for 2016 All Small Businesses Need to Know

Feb 8, 2016 by

Hand holding phone mobile social media social media tips infographic
By now, small business owners should be aware that social media is more than just a phase. A trend. A hobby. A way to stalk an ex.

Social media goes way beyond those mediocre photos of your aunt’s meals; it has become a necessity in marketing your business, building brand awareness and trust, providing customer service, controlling your brand’s reputation and driving traffic to your site.

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Never Underestimate the Power of Customer Love

Jan 19, 2016 by

Heart with arms flexing its muscles power customer service customer support
Two weeks ago, I was getting some grocery shopping done at one of those big box retailers. The new year had just crept its way into the world and I was celebrating by not buying carbs. It’s the worst way to celebrate anything, in case you were wondering.

I rounded a corner after staring at the ingredient list on a can of tomatoes (you would be amazed what is in a can of tomatoes) when I nearly ran right into a display of Valentine’s Day candy. It felt too soon to see red and pink hearts, chocolates wrapped like roses or boxes of cards. Can’t we settle into our new, cake-free lives without having to worry about another holiday?

I can be a bit of a curmudgeon about holiday hopping, but you know what never makes me feel angsty? When a company shows true and genuine affection for its customers. And this is where our tale begins.

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Didn’t Win the Powerball Jackpot? Here are 5 Cool Ways to Fund Your New Business

Jan 14, 2016 by

Cash In Pastels on Yellow Background Capital for Small Business New Small Business

So, you didn’t wake up a billionaire either? I had big plans for all that Powerball money; most of my new money plans included me drinking an unlimited supply of icy adult beverages on a private beach all alone, but I digress.

Maybe you had grander, more useful plans for your winnings like opening a new or an additional small business. Just because you didn’t win a piece of the record breaking $1.6 billion jackpot doesn’t mean you have to give up your dream of finally opening your own bakery that only sells cupcakes that look like other foods (very niche – I like it!).

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This Barber Shows You All You Need to Know About Personalization

Jan 12, 2016 by

Barber Scissors and Comb
Get ready small business owners: you are about to learn all you need to know about customer personalization from James Williams, a barber based in Port Talbot, Wales.

Williams proved it pays off to take the time to figure out your customers’ needs in order to best serve them. The dilemma: a young autistic boy needed a haircut, but was too afraid of the scissors. The boy became particularly fearful when Williams would attempt to cut the hair by a particular ear.

Williams spent a month developing a solution that worked best for his client and finally landed on the compromise: he would cut the child’s hair while they laid on the floor.

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