Why Update Your Script?
We understand that businesses are dynamic and constantly changing. Whether you're adding new services, changing pricing, or adjusting your hours of operation, your call handling script should reflect these changes to ensure we provide the most accurate and helpful information to your callers. Here are a few reasons why you might decide to update your script:
- New Services or Products: Keep your customers informed about the latest offerings.
- Pricing Changes: Ensure callers receive up-to-date information to avoid confusion.
- Operational Hours Adjustments: Reflect changes in your business hours, especially during holidays or special events.
- Special Promotions: Inform your customers about ongoing promotions or discounts.
- Business Rebranding: Update language, branding elements, or tone to match your new identity.
- Improved Customer Experience: Refine FAQs or procedures based on customer feedback to enhance satisfaction.
- Something Else: You may have need of a script change beyond what we covered above. No problem! All our advertised pricing plans come with customized call handling instructions, and our dedicated scripting team is happy to make any changes that you need!
How to Update Your Script
Updating your script with PATLive is an easy process, and typically only takes about 24 business hours to complete. Follow one of these two methods to ensure your script is always current and aligns with your business needs:
- Send us an email: Putting your request in writing is the most straightforward way to make sure that we get all the details about your needed script change. Our email address is: hello@patlive.com. We’ll follow up to let you know that we received your script change request, and then again once the request is completed by our scripting team.
- Give us a call: Simply dial 800-775-7790 and choose the option for customer service. Our customer service team is available Monday – Friday from 8am until 8pm Eastern time. Any customer service agent will be happy to help you!
Tips for Maintaining an Effective Script
- Regular Reviews: Make test calls, and periodically review your script to ensure it remains correct and up to date with your business operations. We’re happy to provide a written copy of your script to you, just let us know you’d like a copy, and our customer service team will do the rest.
- Feedback Loop: Use customer feedback to identify areas of improvement in your script.
- Keep It Simple: A clear, concise script helps our receptionists deliver your message effectively.
- Highlight Key Information: The more information we have about your business, the more seamless we become. Some examples of key information include, but are not limited to:
- Frequently Asked Questions
- Hours of Operation / Office Hours
- Staff member names
- Office Closures (for upcoming holidays, or scheduled office closures)
- When is the caller likely to hear back from your company if follow-up is needed?
If you need assistance or have any questions about updating your script our customer service team is here to help Monday - Friday from 8am - 8pm ET.
Related Resources
[Infographic] How to Craft the Ultimate Call Flow
Mastering Call Handling Instructions