Why Onboard?
At PATLive our goal is to ensure you get the most out of our services right from the start. To achieve this, we have a specialized Onboarding Team dedicated to working with every new client during their first 30 days. This gives every new PATLive customer a dedicated person to work with so that we can learn about your business and create an effective call-handling script to suit your needs!
The PATLive Onboarding Process
When you join PATLive, one of our Onboarding Specialists is assigned to you for the first 30 days. Here's what you can expect:
Initial Consultation
- Your PATLive Sales consultant will book an appointment for you to meet with your dedicated Onboarding Specialist via Zoom at a time and date that is convenient.
- Your Onboarding Specialist will reach out via Zoom to introduce themselves and give an initial consultation where we’ll get to know more your needs and your business.
Tailored Call Handling Instructions
- Based on the information discussed during your Onboarding consultation, your Onboarding Specialist will create customized call-handling instructions.
- These scripts are designed to ensure our receptionists handle your calls just like an extension of your own team.
Monitoring and Optimization
- Throughout the first 30 days, your Onboarding Specialist will monitor your account's minute usage.
- They will provide regular reports and suggest plan adjustments or script improvements to optimize your service.
Feedback and Adjustments
Your feedback is crucial. Your Onboarding Specialist will be in contact to ensure everything is running smoothly and to make any necessary adjustments.
Script Creation and Optimization
Creating effective call-handling scripts is key to ensuring that your customers receive a seamless and professional experience. Here's how PATLive helps you with this:
Understanding Your Business
- We take the time to understand your business, services, and the typical inquiries you receive.
- This allows us to craft scripts that accurately represent your brand and address your customers’ needs.
Crafting the Script
- Your Onboarding Specialist will draft initial scripts based on your business information and goals.
- These scripts will include greetings, frequently asked questions, appointment scheduling, and any other necessary interactions.
Review and Feedback
- You will have the opportunity to review the scripts and provide feedback.
- We will work with you to refine the scripts until they perfectly align with your expectations.
Continuous Improvement
- Even after the initial 30 days, we remain committed to your success.
- You can request script updates or adjustments at any time to reflect changes in your business or to improve call handling further.
Getting the Most Out of Onboarding
Our knowledgable and helpful Onboarding Specialists will not only be getting to know about your business, but they’ll also be making suggestions about your call flows and scripts. Here are a few suggestions to make sure you get the most out of your Onboarding:
- Be Punctual: Show up on time to the Onboarding Zoom meeting, which typically lasts about 45 minutes. It is a good idea to show up a little early to ensure that your audio and video (if you want to use video) are working properly.
- Prepare Login Credentials Before the Meeting: Have any login credentials needed for your appointment booking or CRM software, as well as any URLs needed to access your resources available.
- Bring Key Staff to the Meeting: Bring whoever typically navigates and knows how to operate your CRM or appointment scheduling software to the meeting so that we can create detailed instructions for our virtual receptionists to follow.
- Have a List of Questions and Answers: If you frequently get the same questions from your customers, let us know so that we can be prepared to act as a seamless extension of your team when they call in!
- Opening / Closing Greetings: Have an idea of how you want us to answer your calls and what you want us to say to greet your callers. Also, consider how you want us to conclude each call.
- Be Ready for Your Free Trial: Typically, we aim to have our customers ready to start services with us within 10 days after the onboarding appointment (if not before).
The PATLive Onboarding process and script creation are designed to integrate our services seamlessly with your business. Our Onboarding Specialists are here to ensure you receive personalized support and that our team handles your calls just like you would. For any questions or additional assistance, please contact PATLive customer service.
Related Resources
Maximizing PATLive Services: Your Onboarding Journey (Blog)