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,…
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…
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…
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 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…
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,…
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 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…
Do you dread calling a customer service line? Unfortunately, that’s what many of us find ourselves doing when placing a call to a business where we know we won’t get through to a human being. And if we do reach a person, we have to repeat our stories a handful of times before reaching someone…
Security is becoming an increasing concern for businesses and consumers all across the globe. Digital risks are becoming even more prevalent, leaving business owners in charge of protecting themselves, their employees, and the customers that keep their doors open. When it comes to security– and cyber security in particular– there’s a lot to keep up…