Why eCommerce Customer Service is the Difference Your Brand Needs

Why eCommerce Customer Service is the Difference Your Brand Needs

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…

The Role of the Phone in the Customer Service Lifecycle

The Role of the Phone in the Customer Service Lifecycle

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,…

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

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

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…

34 Customer Service Stats You Can’t Afford to Ignore

34 Customer Service Stats You Can’t Afford to Ignore

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

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…

5 Simple Ways to Make Your Customer Service Shine Into the New Year

5 Simple Ways to Make Your Customer Service Shine Into the New Year

The end of the year is headed towards us full steam. Before we know it, we’ll be in the hectic holiday season and then, bam! 2020 will be here. There’s nothing like the upcoming close to the year to create some urgency in your business. As a small business owner, you’re taking stock of what…

Customer Service Week: How to Celebrate in 2019

Customer Service Week: How to Celebrate in 2019

Customer Service Week is a nationally recognized event celebrated annually on the first full week in October. If you’re wondering why anyone would ever want to celebrate customer service for a day, let alone an entire week, here’s why. At PATLive, we celebrate Customer Service Week to remind our live receptionists what an integral role…

Business Podcasts Every Entrepreneur Should Listen To
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Business Podcasts Every Entrepreneur Should Listen To

International Podcast Day is September 30th – and it’s no wonder this new medium has its own day, with over 50% of the US population having partaken. Podcasts have a unique draw, providing listeners with insights and entertainment that are tailored to their interests. As of June 2019, there were 750,000 podcast shows and counting,…

4 Ways to Get the Most Out of PATLive’s Answering Services
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4 Ways to Get the Most Out of PATLive’s Answering Services

Though plenty of businesses see the appeal of having an answering service to keep their phones from ringing off the hooks, many express one single objection over and over again… and it’s finding room in the budget. The number one thing they’re worried about is that it will be obvious to the caller (often a…

Customer Journey Mapping: What It Is & How to Get Started

Customer Journey Mapping: What It Is & How to Get Started

Customer journey mapping is gaining prevalence in the business world, especially within the realm of customer experience. Some CX experts 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…