★★★★★ Five Stars Amy Hearn has been amazing to work with. The onboarding process was very smooth, and the response time is outstanding. I've used several answering services before, and none compare... See more
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See what reviewers are saying
I have been very pleased with PATLive. Having a professional service answer my calls has been especially helpful since I am managing a property in Michigan while living in Florida. Their represen... See more
Jessica Pacheco made the experience of signing up an easy one. Not to mention her personality! She made it fun. As someone who is just beginning his business, there are many uncertainties. One thing t... See more
Amy Hearn came in on her morning off to help me get set up with Pat Live. Their service is legendary in the real estate investing industry and going above and beyond is what this Company and their... See more
Company details
About PATLive
Written by the company
PATLive is a virtual receptionist service that delivers what every caller wants – a real live person and helpful service, 24/7. Instantly change how receptionists are handling calls with your real-time status, and stay updated with an email, text or push notification after every call. To experience PATLive for yourself, start a 14-day free trial today. To learn more, visit patlive.com.
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Written by the company
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Contact info
United States
- 8007757790
- sales@patlive.com
- patlive.com
4.9
Excellent
194 reviews
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Zero Stars:
Zero Stars:
Worse Than Bad
I asked that service be started and billed after I received my first legitimate call from a customer.
This request was denied.
The only calls I received were prank calls on a daily basis and a test call from myself.
When the person answered, I couldn't understand what they said.
When I attempted to cancel the service, I waited 7 min. on hold for Customer Service before hanging up and trying again.
I called again and waited 4 min. before hanging up and trying again.
When I did reach someone, it took over 10 min. to cancel the service, and, they wanted to charge me another 33$...on top of the set-up charge and monthly charges I had already paid.
Please make certain I am not charged 33$.
Thank You.
Respectfully-
-Richard
16 June 2020
Unprompted review
Reply from PATLive
Hi Richard and thanks for taking the time to provide feedback. With regards to the hold times you experienced - it's very rare to have to wait to speak with a customer service agent, but it just so happens that you called while we were migrating our Automatic Call Distribution system to a new platform. As you can imagine, this is a major migration for a call center business like ours, and unfortunately, we experienced some issues initially that resulted in atypical wait times. We of course worked to quickly correct these problems and outside of this once in a decade migration, we pride ourselves in achieving our SLA of answering 90% of calls within 20 seconds – or said another way, an “average speed of answer” of 12 seconds.
As for your free trial - we’re sorry we weren’t able to accommodate your request to only begin billing your account after you’d received your first legitimate call from a customer but short of situations where some issue prevented you from having the opportunity to actually trial our services during the 14-day period, it’s generally not our policy to indefinitely extend free trials. We have, however, refunded your account for all charges for the previous month and will be reaching out again soon to ensure your credit is received and we hope to speak to you soon.
I called in myself and the lack of…
I called in myself and the lack of professionalism was amazing. Receptionist who answered the phone didn't seem to know what was going on. Said she had to pull my file. She definitely did not give the impression that she worked at my office!!
Considering answering the phone call myself.
16 June 2020
Unprompted review
Reply from PATLive
Hi Merrily. While we’re disappointed to hear that your experience with PATLive so far has been anything less than excellent, we appreciate you taking the time to provide feedback. We strive to do a fantastic job with every call we answer, but sometimes we fall short. As a people powered business, the reality is that sometimes team members make mistakes that we wish they wouldn’t. We’ve tried reaching out to discuss your situation in more detail but haven’t been able to reach you yet. We’ll try you again, but if it’s easier for you reach out when it’s convenient for you, we’re available by phone, chat and email 24/7. Thanks, and we look forward to speaking with you.
An hour long recording of a phone…
An hour long recording of a phone ringing was sent to me. And when I emailed about it, I have not gotten a response as to why.
15 June 2020
Unprompted review
Reply from PATLive
Hi Scott, thank you so much for notifying us about this issue and for taking our call to learn more. We're glad we were able to make adjustments to your service so that this doesn't happen again, as well as assist with your requested script changes to enhance your call flow. We really appreciate the feedback. As always, feel free to contact us any time - we're here 24/7.
PATLIVE IS WORTH IT!
PatLive is such a wonderful tool to have. And a true time saver, imagine having to answer all the calls yourself! Worth every penny.
15 June 2020
Unprompted review
Reply from PATLive
Thank you, Jay and Milly! We're so happy to give you your time back. Thank you for your review!
Defiantly not a perfect solution but…
Defiantly not a perfect solution but numbers bare out that they get the job done collectively. Reps experience and training and thus caller’s experience can vary greatly. Not ideal. However, better than no one answering calls or going to voicemail.
15 June 2020
Unprompted review
Reply from PATLive
Hi David and thanks for taking the time to provide feedback. We’re glad that you’re enjoying aspects of the service but disappointed to hear that your overall impression has been anything short of excellent so far. One of our team members will be reaching out to learn more and to discuss how we can make improvements to the way agents are handling your calls. If it’s more convenient for you, though, please feel free to reach out directly by phone, chat or email to jumpstart the process – our customer service team is available 24/7.
Not that great.
Incorrect information given to customers and the messages that are sent to us do not include all of the information that was discussed on the call between patlive and our customers. We were hoping to rely heavily on patlive but the quality does not match the price. A positive is that the people answering the calls are very nice.
15 June 2020
Unprompted review
Reply from PATLive
Hi Andrew and thanks for taking the time to provide feedback. We’re disappointed to hear that your experience with PATLive so far has been anything less than excellent. We strive to do a fantastic job with every call we answer, accurately recording and relaying what’s uniquely important to each customer’s business, but sometimes we fall short. We hope the recent updates that we’ve made to your call script help our agents to improve in the areas that you identified. If you have any additional questions or concerns in the meantime, though, please don’t hesitate to reach out by phone, chat or email – our customer service team is available 24/7.
Very customer-orientated and highly…
Very customer-orientated and highly reliable. Thank you very much for the excellent and friendly service!
15 June 2020
Unprompted review
Reply from PATLive
Thank you for the kind words, Ralph! We really appreciate the review.
No help
My account went live without me knowing and I was charged no clue how to use this program or anything but I had to pay for
15 June 2020
Unprompted review
Reply from PATLive
Hi Joe and thanks for taking the time to provide feedback. We’re so sorry about the confusion and issues you had with your free trial - we’ve tried reaching out several times to help you restart it, but as of yet have been unable to reach you. We’ll try you again, but in the event that we still can’t reach you, please contact us by phone, chat, or email anytime and one of our team members will be happy to assist you with reactivating your account and restarting your free trial.
Very friendly staff
Very friendly staff. But they were not always knowledgeable on questions asked about the service. Also it was sometimes a little difficult to schedule to speak to someone specific about a specific issue.
15 June 2020
Unprompted review
Reply from PATLive
Hi Ada and thanks for taking the time to provide feedback. We’re really sorry to hear that the agent you spoke with provided a less than excellent experience, and we’ll certainly address this in their next coaching session. It looks like one of our team members was able to get in touch with you since then and was able to help you resolve your questions regarding your plan. Our team has also tried reaching out to assist with your requested script changes, but haven't been able to reach you yet. We'll try you again, but if it’s easier for you to reach out when it’s convenient for you, we’re available by phone, chat, and email 24/7.
Friendly greetings
Friendly greetings, and knowledgeable when it comes to realestate
15 June 2020
Unprompted review
Reply from PATLive
Thank you for your review, Ronald!
I am still getting many hang up calls
I am still getting many hang up calls. I thought the solution was for the caller to be required to select #6 in effort to decrease the number of robot calls but this has not resolved the problem. To be effective, the required #6 should be placed before the announcement of my name so that I am not paying for hang ups.
23 April 2020
Unprompted review
Reply from PATLive
Hi Magdalena, thank you for the feedback. Upon further review of your account, we found an opportunity to make enhancements that we believe will help with the hangups. We have made the adjustments and credited your account for all the hangups last month. Thanks again for notifying us of the issue and please do not hesitate to reach out, we're here 24/7!
Rep was professional and courteous.
22 April 2020
Unprompted review
Reply from PATLive
Hi Tyrone, we really appreciate the compliment about our awesome support team. We enjoyed speaking with you recently to see if there's anything we can do to improve, we're glad you're so happy with your service. Please reach out if we can ever be in assistance, we are here 24/7!
I was very pleased with the guidance…
I was very pleased with the guidance and direction I received when I called in to determine what "hang up" responses were. I had received six hang ups, with no leads. The feedback I got was very helpful.
15 April 2020
Unprompted review
Reply from PATLive
We're so glad, thank you Darel!
Reply from PATLive
Thank you Joana, our agents make us proud!
Love these guys very professional and…
Love these guys very professional and prompt ..
15 April 2020
Unprompted review
Reply from PATLive
We really appreciate the feedback!
Service and support have been excellent.
15 April 2020
Unprompted review
Reply from PATLive
Thank you so much for the review!
Professionals at what they do
I have never had a problem with the customer service, answering service and billing.
22 March 2020
Unprompted review
Reply from PATLive
That's great, Oliver! Thank you for sharing.
Slow start - Good outcome
Had a few start up issues with scripts but once resolved the actual inbound call response was very well done. Satisfied with the services provided
12 March 2020
Unprompted review
Reply from PATLive
Howard, we're sorry that we started off on the wrong foot. Custom call handling instructions can sometimes require a learning curve, we are so glad you're happy now. Thank you for the feedback!
On top of all calls
21 February 2020
Unprompted review
Reply from PATLive
That is great feedback, thank you Carrie!
Reply from PATLive
We're so glad to hear that Cristoph, thank you for the review!
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