Articles about providing great customer service, virtual receptionist services, trends in call centers, customer engagement, and anything relevant to those concerned about providing memorably good service to their customers.
Building a loyal customer base is crucial for small businesses’ long-term success. While acquiring new customers may seem exciting, it is significantly more costly than retaining repeat customers. In fact, studies show that it can cost five times more to attract a new customer than to retain an existing one. Repeat customers are the lifeblood…
Customer service departments don’t just exist to address issues after they’ve already happened; they’re meant to be proactive parts of your overall business strategy. The level of competition in almost every field is so high that customer service has become a key decision-making factor for most buyers today. 96% of consumers, for example, stated that…
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…
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 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…
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…
Everything about the business world is rapidly evolving, ranging from the tools we use to connect to customers to how exactly those client interactions are going. Customer service trends are no different. We’re very much living in a buyer’s market, where the client holds all the power and has the option to choose from so…