PATLive

BACKGROUND

Introduce your business and what you do there. 

I’m the owner of Jonesly Mixed Martial Arts Academy.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PATLive? 

I'm a one person operation. I needed someone to answer the phone until I can grow enough to hire a receptionist.

SOLUTION

What was the scope of their involvement?

PATLive takes messages for me 24/7. They email me the message when anybody calls. That way, I can see if it's a valid call that I need to call back or if it's telemarketing. They provided a script for me at the start. I've changed it over time as needed. 

What is the team composition? 

I don’t have an assigned point of contact. 

How did you come to work with PATLive? 

I initially found them through a referral. I didn't know these services existed. 

How much have you invested with them?

I’ve spent around $2,000. They offer monthly billing and charge per minute.

What is the status of this engagement? 

We’ve been working together since March 2017, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?  

I don’t have any metrics, but the phone is my life line. I'm able to screen calls with some regularity thanks to their service. I haven't had any hiccups or problems. I tell my regular customers that I have 24-hour answering service. They know to leave a message, and I'll get back to them. For new clients, I think it's a good experience and gives them a professional first impression of my business.

How did PATLive perform from a project management standpoint?

Right now I'm just assuming they're doing what needs to be done. I haven’t done my due diligence of test calls to make sure they answer the phone properly. However, it was a relatively easy process to make changes to the script when needed.

If there's a campaign going on, I'd definitely like them to screen for that specific campaign. It’s probably just a conversation I need to have with them to ask them to be extra attentive on calls during the campaign. I’ve just never had that conversation.

What did you find most impressive about them? 

They're awesome for someone like me that’s running a one-person operation. I need a frontend, and they can basically replicate that service. They take some of the heat off me, which is good. It's really helped me a lot. 

Are there any areas they could improve? 

They’re expensive, but I can't complain because they definitely solved a problem I had. I know that you get what you pay for. It's been working well, and every interaction with them is pleasant. It's been running smoothly, and they're doing exactly what I need.

Do you have any advice for potential customers? 

Make sure your script is tight. Their team is good, but you always want to double check those things.

BACKGROUND

Introduce your business and what you do there.

I’m the president of Brovil Associates LLC, a real estate investment business.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PATLive?

I hired PATLive to provide phone answering services. I also needed them to respond to voicemails to save me from a time-consuming process. We do our marketing through the mail and people call us if they’re interested, so we wanted a team to handle the incoming calls. 

SOLUTION

What was the scope of their involvement?

To begin the project, we had PATLive respond to the voicemails from potential customers to gather key information. Now, we’ve widened their role and have interested individuals call PATLive directly. We provide the team with a script of questions and they forward the information to me after the call. From there, I can send the appropriate paperwork and offers to the customer. They provide 24/7 answering services.

We’re looking to integrate a new software so PATLive can directly input call information into my system. The goal is to give them user access to further streamline the process in the future.

What is the team composition?

They provide a team to answer calls around the clock, so I don’t have a main point of contact.

How did you come to work with PATLive?

I was a part of a program called Land Profit Generator, which helped me find PATLive.  

How much have you invested with them?

We’ve spent around $3,000 total. We spend up to $400 on a monthly basis, depending on which stage of the project we’re in.

What is the status of this engagement?

We began working together in 2016 and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Working with PATLive has allowed me to focus on running my business using my core strengths. Talking to potential customers over the phone is not my strongest skills, so their support makes my company more effective. I’ve had no issues with their approach and I get all the customer information I need from their team. Their services have also saved me plenty of time, which is just as valuable as money.

How did PATLive perform from a project management standpoint?

Whenever I have questions or concerns, I can reach out to their team. They always go out of their way to be helpful and friendly.

What did you find most impressive about them?

I only have positive things to say about my experience. Working with PATLive is money well-spent and I value their services. They provide better support than other companies I’ve worked with in the past. They are a great investment for a small business owner like myself.

Are there any areas they could improve?

No company is perfect but I can only think of very minor aspects to improve. I’m satisfied and going to continue using them.

Do you have any advice for potential customers?

Give PATLive a chance and you won’t be disappointed. If you’re a small business looking to expand, like I am, their team is a strong partner.

BACKGROUND

Introduce your business and what you do there.

I'm the owner of New England Hypnosis & Weightloss. We've been in business for about two years and we've been using PATLive for a year and a half.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PATLive?

Our clients expect an immediate response, so we were looking for a vendor to answer our calls.

SOLUTION

What was the scope of their involvement?

They take our incoming calls 24/7, answer a few basic questions from people, and notify me when the call comes in. I give PATLive basic scripts, which I update monthly to include any changes or times for appointments.

How did you come to work with PATLive?

I used them in the past for a lead generation campaign for a different business. They did a great job and were easy to work with. When I was looking online for a vendor for this project, I came across PATLive and contacted them. I also talked to a couple of other companies, but I decided to go with PATLive because of the positive experience I'd had with them.

How much have you invested with them?

We pay them $200 or less per month.

What is the status of this engagement?

We started working with them in April 2017, and the relationship is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

PATLive helps us save a tremendous amount of time and money. They notify me instantly when a call comes in, so I can often call people back in about two minutes. People are always amazed at how quickly I get back to them.

How did PATLive perform from a project management standpoint?

They're very competent and friendly. If I need to reach out to them, they respond almost immediately. Also, their rates are very reasonable.

What did you find most impressive about them?

They have an excellent command of the English language. Almost all of them sound like native English speakers, which makes communication with potential customers easier. We know PATLive will always answer the phone, so we feel we're in good hands.

Are there any areas they could improve?

I can't think of anything.

Do you have any advice for potential customers?

Clients can save an immense amount of time knowing that PATLive will take all of their incoming calls. Also, I'd much rather pay $200 a month than have a full-time receptionist in the office.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of Kav Real Estate Services, we work within the insurance side of real estate, so we buy properties and resell them.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PATLive?

We hired PATLive to provide phone answering services. We don’t have a resource available to take calls every hour of the day or during holidays, so we wanted to outsource this task to a dedicated team.

SOLUTION

What was the scope of their involvement?

PATLive devotes their team to answer our business’ calls. We provide them with a set list of questions to ask the caller. They ask individuals for their name, phone number, email, home address, property issues, and planned selling date. Their team gathers this information and sends it to us.

What is the team composition?

The first person available answers the calls, so there are many dedicated resources. Whenever we need to speak directly with the team, we have one main point of contact.

How did you come to work with PATLive?

I spoke to several of our partners, and they recommended PATLive because they have an established, proven system in place. We liked them because of their experience in the real estate field, specifically with investors. We chose them for their insider knowledge to our industry and because our partners trusted them.

How much have you invested with them?

We spend around $300 per month on PATLive’s services, which is well worth it.

What is the status of this engagement?

We began working together in May 2018 and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We don’t have quantitative metrics, but having a dependable team manage our phone lines has saved my company a significant amount of time. They’ve answered every call for us and made the process more efficient than before. They’ve been worth the price we pay because the results are crucial for us.

How did PATLive perform from a project management standpoint?

We haven’t had to communicate directly with their team very frequently, but they’ve been available and receptive to our needs. We can call them when necessary, and they send us the messages and information they gather from callers.  

What did you find most impressive about them?

Their unique insight and experience within our industry make them valuable to us. Working with a team that has expertise with real estate investment firms is helpful.

Are there any areas they could improve?

Their process works perfectly for us; we haven’t come across any issues.

Do you have any advice for potential customers?

If you’re in the real estate industry, having a team like PATLive to answer your calls is a valuable investment. Take advantage of the system they already have in place for industries like ours.

BACKGROUND

Introduce your business and what you do there.

I'm the president of a small real estate company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PATLive?

I do a lot of marketing, but I can't answer all of my phone calls. I needed a vendor to provide live answering service for me.

SOLUTION

What was the scope of their involvement?

They take my phone calls, ask people questions that I’ve provided, and then forward the information to me. They're always there for me. Most of my calls come in during normal business hours, but PATLive answers the call even if a person calls outside of those hours.

How did you come to work with PATLive?

They were recommended to me.

How much have you invested with them?

The amount I pay per month depends on the marketing that I do and ranges from $85 to $500 a month.

What is the status of this engagement?

I started working with them in July 2017 and the relationship is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They answer all of my calls, which saves me a tremendous amount of time.

How did PATLive perform from a project management standpoint?

I have a project manager that I can contact if I need to. There is also an 800 number that I can call if I have any issues and PATLive resolves them immediately.

What did you find most impressive about them?

Their customer service is excellent.

Are there any areas they could improve?

No. They're doing a great job.

Do you have any advice for potential customers?

Call them and they can help you.

BACKGROUND

Introduce your business and what you do there. 

I'm sole proprietor of a land flipping company. I buy land and sell it for a profit. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PATLive? 

I do a lot of mass mailings. I get a large number of responses depending on the mailing batch. Since I work by myself and I’m based in Germany, I needed someone to answer those incoming calls in the same time zone as my potential customers. 

SOLUTION

What was the scope of their involvement?

When I first started working with PATLive, the call center agents used one of their existing protocols. Later I adopted an online database. I gave PATLive access to the database and implemented their agents into my system. The ease of that process depends somewhat on the experience of the call center agent. Some get along with my online system better than others. We continue to work on some of the details to improve the overall process. 

What is the team composition? 

I speak with at least two or three people about the protocol and implementing my system. Of course there are numerous call agents that actually answer the calls, but I don’t deal with them directly. 

How did you come to work with PATLive?

They came to me through a recommendation. I didn't scan the market for other service providers. I picked them and never bothered to look again. 

How much have you invested with them?

I pay around $250 on a monthly basis, but it can go up significantly if I have a very busy month. I’ve spent $3,000–$4,000 in total.

What is the status of this engagement? 

We started working together in September 2018 and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

I don't have a control system right now. PATLive recommended that I do test calls myself what they implemented my new system. I called at least 3 times. One time I actually told the agent that it was a test. The other two times I didn't say that I was the business owner. There was nothing missing during any of the test calls. In general, they save me a significant amount of time and money. My business wouldn't be possible with me in a different time zone, so all the revenue I’ve made was due to their service. 

How did PATLive perform from a project management standpoint?

I don't have a designated project manager, but they asked me all the important questions when we were changing the protocols. They wanted to know if I had any more questions or anything else to add. They let me know to reach out to them if I were to have any problems, which I appreciate. 

What did you find most impressive about them? 

Working with PATLive has been a great opportunity to scale up my business. I've mailed out a lot of more letters since working with them, and I don't have to worry about anything. 

Are there any areas they could improve? 

I sometimes get Spanish language calls, so it would be great if they had Spanish speaking agents. 

Do you have any advice for potential customers? 

It helps a lot if you really spend the time working on the call protocol.

BACKGROUND

Introduce your business and what you do there.

Luna Rae Investments, LLC mostly focuses on home renovations and real estate investment. I’m the company owner.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with PATLive?

A lot of my work deals with probate, which occasionally comes with unique backlash. I wanted to work with a call center that could assist me with my probate marketing.

SOLUTION

What was the scope of their involvement?

Some people are happy to receive our marketing, but others aren’t. PATLive weeds through all the people who may not want to speak on the phone or aren’t interested in our services. They handle inbound calls and follow a script whenever a lead comes in. They then email me the results of each call, which sometimes includes sending data to a separate virtual assistant to remove names from our mailing lists. We had a very short training period, and their services were very simple to set up.

What is the team composition?

I’m not certain of the exact team. There may have been a project manager, but I haven’t spoken with them about the structure for a while. Whenever I reach out, they’re very responsive.

How did you come to work with PATLive?

This is the second time I've worked with them. I first contracted them 10-15 years ago for a voicemail service. I used them for years, so when I got into this industry, I searched for companies who could handle inbound calls and rediscovered them. I had a good experience with them last time, so decided to work with them again.

How much have you invested with them?

I spend about $160 a month on their services.

What is the status of this engagement?

This current engagement started a little over a year ago. The relationship is ongoing, and they continue to support me.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They definitely improve my workload, and the amount of time they’ve freed up is invaluable. They’ve improved the quality of my calls and brought in at least six qualified leads over the course of the year. I’m also a real estate agent, so I’ve picked up extra listings and transactions with their help.

How did PATLive perform from a project management standpoint?

They're always very responsive. Any improvements could be on my side. I could improve the script, but otherwise, they give me what I ask for.

What did you find most impressive about them?

Their customer service is good; I've never had any problems. They answer quickly, and I have no complaints about their services.

Are there any areas they could improve?

I have some ideas to make the relationship more valuable, but that's on me.

Do you have any advice for potential customers?

The sooner you contract them, the better.

BACKGROUND

Please describe your company and position.

I am the Manager of Land Farmers, LLC

Describe what your company does in a single sentence.

Real Estate Investors

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire PATLive to accomplish?

• 24/7 Phone assistance

SOLUTION

How did you find PATLive?

Online Search

Why did you select PATLive over others?

Good value for cost

Describe the scope of work in detail. Please include a summary of key deliverables.

We never miss a call because of the PatLive agents.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We never miss a call.

What was your primary form of communication with PATLive?

• In-Person Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I'm impressed with their great customer service.

Are there any areas for improvement or something PATLive could have done differently?

I wish you would charge us based on our use vs having to be on a set plan. One month we take more calls than other months but we still pay for a plan with higher minutes. You could also let minutes roll over vs being only good for the month.