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4 Ways to Get the Most Out of PATLive's Answering Services - PATLive - ContactCenterWorld.com Blog

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) that they’re using an answering service, and that the live receptionist won’t be able to help said caller the same way their business would. 

With some answering services, sure, that may be a risk. But not at PATLive. Here, we only hire the top 2% of all applicants, and all of our agents are experts in customer service before they even start our 60-hour training program, all geared towards empowering them to help your customers just like you would.

In this post, we’re going to look at 4 specific ways that you can ensure you’re getting everything you can out of our answering service, providing maximum benefits for your business. 

What Is PATLive And Why Do I Need It? 

PATLive is a live phone answering service assisting thousands of clients nationwide, ready to take any calls you need us to 24/7, 365 days a year- including holidays. 

Unlike other answering services, all of our agents are true experts in their field. We hire fewer than one in every fifty applicants and then they go through a rigorous training program on how to best serve clients like you (and customers like yours!). Once they’re done with training, they’re armed with top-notch technology that will help them help you even further.

How you use PATLive is up to you; if you want us to be the first line of defense for every single call your business gets, we can do that. If you only want us to handle certain types of calls, or to only take call overflow or those during specific hours of the day, we can do that, too.

That being said, there are things you can do to get the most out of PATLive, so let’s take a look at each one.  

1. Always Send Overflow Calls To PATLive, Even During Work Hours 

If possible, you’d never have a customer be sent to a voicemail system or be asked to call again, right? That would be the first choice for most businesses, since missed calls are an enormous cause of lost business. Keep in mind that around 85% of missed calls will not call you back, so you can’t afford to take that hit. 

Because of this, it’s best to always send calls that are at risk for being missed to PATLive directly, even during work hours. Some businesses like to try to answer all calls first themselves, so the best option here would be to set down your calls so that they automatically go to PATLive after the third ring. This gives your team a chance to answer before we jump in.

Of course, if you want to be as hands-off as possible, you can also have all calls set to go straight to PATLive first across the board. Think about what would benefit your business most, and go from there. 

2. Let Us Know How to Qualify Leads For You 

When we take you on as a new client, we want to know everything about your business that you want to share. This helps us better serve your customers.

One thing that’s particularly valuable to share with us is what information you want when qualifying leads. PATLive, after all, offers lead collection and appointment scheduling as included services, so make sure you’re getting the most out of these perks by telling us what information you need us to gather.

Realtors, for example, may want to find out when potential clients are planning on buying or selling so they can know who to prioritize on their schedule first, the address of the home being sold so they can come prepared with basic information, or the client’s desired zip code to ensure that they can help. 

We’ll send all call information- including leads collected- to your office in the delivery method of your choice, so make sure that we’re getting the information that’s most valuable to you from the get-go. The more time we spend qualifying your leads for you means less work for you later on. 

3. Work With Us to Fine-Tune Call Scripts 

Here at PATLive, we utilize advanced call scripting technology that guides our agents through calls based on how you want us to handle them. It’s important that for us to truly sound like we’re working as a member of your team instead of just an extension of it that you can help us fine-tune those call scripts so that they’re exactly what you need.

If, for example, you want our agents to begin each call with a specific branded greeting, let us know that, and we’ll incorporate it right away. This is where you can ensure that our team is sounding exactly like yours, so working with us upfront to ensure we’re delivering customer service exactly as you’d expect is worth the time. 

4. Consider a Full Integration with PATLive 

We mentioned briefly above that we’ll send you call logs with details of all appointments, messages for employees, lead information, and anything else of relevance. There are several different options for how we can do this; we can send you an email with the information, for example, but many of our clients are opting for a full integration with PATLive to get the most out of our services.

We can, after all, work with the CRM of your choosing to streamline this process even further. In these cases, our agents could add new lead information to the system or plug in messages or appointments that your team needs to see, giving them an alert. This prevents your team from needing to go through and log the information in themselves manually, and it ensures that nothing slips between the cracks, because sometimes a line or two of data entry can get skipped.

Need help with sales or help desk support, too? We can work with your ecommerce platform and ticketing system, along with your CRM. We’re all about making things easier for your business, so just let us know what you need and we’ll jump in and get started.

Source: https://www.patlive.com/blog/4-ways-get-most-patlive/

Publish Date: September 23, 2019 5:00 AM


2021 Buyers Guide Artificial Intelligence

Page: 12
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

3.) 
Aktify

Aktify
Aktify is personalizing interactions between brands and consumers at scale with machine learning. It allows contact centers to offload their leads that are not responding to agents to Aktify where AI will be used to follow up through SMS until the customer is ready to talk to an agent. Aktify produces something out of nothing, as typically unresponsive leads are not focused on.

4.) 
Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.

5.) 
Consilium Software

Consilium UniChAI™
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
(read more)

6.) 
ContactEngine

ContactEngine
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

7.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

8.) 
eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

9.) 
eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

10.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

11.) 
Eudata

Convy.AI
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.

12.) 
ExecVision

ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

13.) 
Koopid

KoopidAI
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)

14.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

15.) 
Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.

16.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

17.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

18.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

19.) 
Vads

VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.


Benefits :
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer

20.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions
 
Page: 12



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