Category Archives: Choosing a Provider


CSnotepad: We’re a Secure & Licensed Choice for your Virtual Address & Mail Forwarding

Friday, July 5th, 2019

attention safety sign

At CSnotepad we do things properly, we take the handling of your information seriously and therefore always meet and exceed the necessary regulations.

If you’re looking for a virtual address or mail forwarding provider, we’d like to highlight that we’re a registered service (you’d be amazed how many virtual address providers aren’t). This means we fully comply with the Anti Money Laundering (AML) regulations and we’re licensed by HMRC to offer our virtual address service.

Our successful licensing requires us to ask for certain documentation such as proof of identity and proof of address. This even applies to anyone receiving or collecting your mail on your behalf. Please understand that it is our compliance with our licensing agreement, and our desire to continue to offer the highest level of service which means we will always require this information from you.

Keeping your mailed letters confidential -  when you sign up to our virtual address service, you’ll be provided with a PIN number. This number is your own unique code that you will need each and every time we send you any scanned mail. If you request for your mail to be opened, scanned and emailed to you, this will be done as a .pdf file. On opening the file you will be required to enter the PIN you have been provided with – this ensures that your mail remains confidential and only accessed by you or those you choose to provide with the PIN.

Why would you want your mail scanned and emailed? This is a great option if you’re not able to collect your post in person, or would prefer not to have your mail physically forwarded to an alternative address. You might be based abroad, have no fixed office, receive time-sensitive mail, or simply wish to reduce your paper filing and like the ease of electronically storing your important post.

Here’s what a virtual address with CSnotepad will offer you:
We can provide you with a virtual address and the address will become your own. The address will (on paper!) place your business within our office building, you are not renting an office, simply renting the right to use the address as your own. You can use this address for all your business correspondence and give it out to your suppliers and customers, add it to your business cards, add it to your website, it will literally appear that your business is located at the virtual address we’ve given you. All post that arrives can either be forwarded onto you at an alternative address, or you can collect it at your convenience. Letters can even be scanned and emailed over to you for speed and ease, so you don’t even need to be Brighton based to make the most of our Brighton virtual office address!

Don’t Stress as Your Staff Start Taking Holiday – Get Holiday Support from CSnotepad

Saturday, June 29th, 2019

relax and unwind image

Summer holiday season is upon us, are you starting to panic about just how your business is going to cope as your staff start to take their holidays?

Have you considered using the services of a virtual receptionist to help when members of your team are away?

Think of it like having a fully trained workforce waiting in the wings, whenever and however you need us, we’re always here waiting to ensure that your business never suffers when your in-house team are stretched.

There’s no need for your customers to reach an answering machine, receive an automated out of office response, or get a substandard level of service from a stressed and overloaded member of your workforce. There’s no need for you to risk losing the great customer service reputation you have worked so hard to build. With CSnotepad we can answer your incoming calls, deal with your enquiries, make simple outbound calls, process customer orders through your own website or business software, book in appointments and even take payments for you.

Use us strategically – don’t be concerned that we wont be able to get to grips with the more complex areas of your business. You can send any task our way (however repetitive!), freeing up your team to manage the areas of your business that better warrant their time.

We know that it takes a lot of courage to trust your calls with someone else, so we do everything we can to ensure that our services are shaped specifically to your needs. We work with you to form a tailormade script for our call advisors to follow – we never expect you to fit into a predetermined template. Our call agents are professional, friendly and fully trained on your business so that they can give your callers the same level of service you would.

Once your team is back to full strength, it’s up to you how much or little you use us, many of our customers choose to keep us as a safety net to help during staff sickness or unexpected busy spells.

For more information, talk to a member of our team today on 01273 741400.

We’ll Never Sound Like a Call Centre – Here’s How!

Thursday, June 6th, 2019

thumbs up image

With CSnotepad your callers will never know they haven’t reached your team directly.

We know how valuable warmth of service can be to your loyal customer base, and to the success of your business. If your business prides itself on a friendly service, perhaps your business is family owned, or an important part of the local community – it doesn’t mean you shouldn’t outsource your calls…as long as it’s to a virtual receptionist that can mirror your service model and priorities.

Our impressive Caller Recognition software plays an important part in helping us achieve our high service standards with your callers, and it’s completely FREE with any call subscription with us.

What is caller recognition:

Our caller recognition software allows us to recognise your frequent callers, top clients, and valued suppliers, and offer them the same warmth of service that you would. Using caller recognition eliminates the need for our advisors to ask important or repeat callers all of your scripted questions, each and every time they call. The software allows our customer service advisors to appear as though conscientious members of your own team, recognising your loyal customers, and treating them with the familiarity they deserve.

Get the most from caller recognition:

Let our caller recognition software really serve your customer base. As you continue to receive calls, we’ll build up a database of your frequent callers on your behalf, but reap the benefits now by letting us know the details of your most valued callers, and keep us up-to-date with important new contacts as and when you make them. We can pre-fill as many fields in your script, for as many key callers as you’d like, boosting your customer service and improving their call experience with us.

Our caller recognition software comes free with any call subscription with CSnotepad. If you’d like to find out more, check that it’s on your account, or would like to start building your database of important callers, contact a member of our team today on 01273 741400 or email message@csnotepad.co.uk.

We Can Offer More Than A Message Taking Service

Monday, June 3rd, 2019

post-it note

Did you know we can do more than name, number, message when handling your calls?

Think you can’t outsource your general enquiries, your appointment booking or your order taking? Think again!

Let’s imagine it…

Your caller has a general enquiry:

We can do more than just take a message – we can answer your most commonly asked questions by following a script you’ve supplied. You can equip our customer service advisors with the information they need to deal with questions thoroughly and competently, while our extensive training ensures that each enquiry is always dealt with in a friendly and professional way. We go above and beyond to make sure that your callers always believe they’ve reached you directly. We can even handle order enquiries, chasing up delivery information, checking stock levels, and posting out samples.

Your caller wants to place an order:

Rather than just taking a message – we can have a small team of customer service advisors trained on your business, your products, your order taking process and your customer service model. We’ll deal with each and every order in just the way you want us to, following a process that you’re happy with, each and every time. We’ll take payment through your own online payment portal such as Sage or WorldPay, we’re never a middle-man handling your money. You can set us up as a user on your payment portal with limited access, so you never need to worry.

Your caller wants to book an appointment:

Rather than just taking a message – when a client wants an appointment with you, or wishes to make a booking, let us handle it! We can schedule appointments based on your availability, co-ordinate conference calls, even make outbound calls to cancel or reschedule bookings. We’ll manage your diary via any web-based platform, allowing you to continue to amend and update your availability, and view your upcoming appointments at any time. If you don’t use an online diary, we can talk you through the options and guide you through the simple set-up. We can even manage multiple diaries for your team of technicians, engineers, mechanics or practitioners.

Think you can’t outsource your general enquiries, your appointment booking or your order taking? Just talk to a member of our team today on 01273 741400!

You Can Use Us Like a Part-Time Member of Staff

Friday, May 31st, 2019

choose us part time or full time

With CSnotepad you have more freedom and flexibility than you might realise!

Let us be your part-time member of staff, but without all the obligations, cost and forward planning!

Here are the top 2 reasons our customers find us invaluable for part-time support:

Staff absence…

When you or members of your team are unwell, away on holiday, or participating in a staff meeting, you can turn to us. At points when you struggle to answer calls, simply divert your phones to us. We’re waiting and ready to answer your calls as though members of your own in-house team, following the tailored script that you’ve provided. You can turn to us for our wide range of services such as making your simple outbound calls, processing your orders or managing your diary.

Peaks in call volume…

Whether your increase in calls is expected on unexpected, we can give you the extra pairs of hand you need. If you run a seasonal business, perhaps with higher calls during the summer months, or Christmas period, don’t stress about hiring more staff to handle your unexpected call volume. Just use us when you need us! If you’re thinking ahead to a marketing campaign and hope to receive an increased number of calls, don’t consider recruiting more staff, just send any calls you can’t answer to us. With our multiple phone lines, your callers wont receive an engaged tone or voicemail, turn to us to boost your customer service satisfaction too!

We’re the perfect safety net for your business. It really doesn’t matter the reason you’d like us to answer your calls or support your business, it doesn’t matter if you’d like to divert to us all day every day, or just occasionally. You can feel reassured that you have a friendly, professional and knowledgeable extension of your own team here at CSnotepad.

What our customers love is that they’re in full control!
You don’t have to call us to let us know when you’d like to use us. You don’t have to put wheels in motion well in advance. You’re in control of when you do and when you don’t divert your calls to us. Diverting your calls is an easy and fast process once you know how; whether you have a BT line, Sky landline, or use an iphone or android phone, you’re always able to take control of your own call divert. We’d be happy to talk you through how to divert your calls to us, or you can read through the simple instructions on our blogs.

For more information about part-time support for your business, talk to a member of our friendly team today on 01273 741400.

Sussex Telephone Answering Service: CSnotepad Offers a Reliable & Professional Local Service

Monday, May 13th, 2019

brighton seagull

CSnotepad is a telephone answering service that has been supporting local businesses for over 12 years.

Our business started from a small office in Hove, and although our team and office may have grown, we’re still as proud to be based in Hove and recruit our team from the local area.

We understand all too well that high rents can make growing your business in East Sussex difficult. Consider using a local, professional and experienced virtual receptionist like CSnotepad to free up your time and offer a helping hand. It’s a great alternative to the costly step of employing morel staff of your own, and having to stomach all the additional overheads that come in tow.

We understand that it’s daunting to outsource your customer calls to another company, but we hope that our approachable and knowledgeable staff, passionate customer reviews, and glowing user testimonials will help put minds at ease.

Our customer service advisors all live in the local Brighton & Hove area and come to work at our East Sussex office where each and every one of your calls will be answered. We never send your calls out to another company to answer, or divert them to a call centre half way around the world! Your calls will all be answered promptly and professionally right here in Sussex by our friendly team who will appear as though members of your own in-house team.

We understand that a personal service is crucial to many businesses, nurturing the loyal customer base you’ve worked so hard to build is something we work tirelessly at. That’s why you’ll have a small team of customer service advisors assigned to your account, so your repeat callers may even get to know them by name. We really work hard to offer a warm and personal service, you’ll have your own account manager who you can call directly if ever you have a question, concern or need to make any alterations to the way your service works. Your account manager will work with you from the very beginning, understanding how we can shape our varied services to best meet your needs.

Trust us with your customer calls – CSnotepad is an East Sussex business, based solely in East Sussex, hiring only local staff, entrusted to answer calls for a huge range of Sussex companies. We’re here to offer you an approachable, reliable and professional local service.

For more information about the services we offer you can chat to a member of our team today on 01273 741400.

Are You Running a Marketing Campaign Soon? Get Support from CSnotepad

Tuesday, April 30th, 2019

added team support

Are you planning a marketing campaign? Don’t take on the stress of hiring additional staff….simply borrow ours!

At CSnotepad we can support you throughout the entire campaign if you need it, from the planning, roll-out, and post campaign.

Here are just a few ways that we have already supported other businesses during their marketing campaigns….

In preparation for a campaign we can:
Manage your social media platforms
Postal mail-outs
Email mail-outs
Make simple out-bound calls

During a campaign we can:
Answer and handle all incoming calls
Act as a central reception patching incoming calls through to relevant team members
Respond to emails
Process payments through your own online payment portal
Send brochures or marketing material
Collect all caller information for future marketing

After a campaign we can:
Input all customer information into your chosen database
Provide call statistical analysis
Make follow-up outbound calls
Document scanning
Offer diary management

Save time, stress and money…
Don’t burden your business with the task of hiring additional staff to support you during your campaign. Our Admin Support Service saves you from advertising for staff, interviewing, training, not to mention dealing with the financial obligations and commitments that come with hiring additional staff. Trust us when we say that our staff are just the kind of people you’d choose to hire yourself! We invest heavily in our recruitment procedure, ensuring that every member of our team has a positive attitude and willingness to offer the very best service.

A tailored service to meet your admin needs….
No job is too large or too small, too repetitive or too peculiar! We pride ourselves on a personal service, and we will take the time to discuss and fully understand the challenges you’re facing, and shape a service that really meets your campaign’s needs.

For more information, or simply to chat one of our team about admin support, call us on 01273 741400.

Our Sister Company Live Web Chat – Chat Your Way to the Checkout

Wednesday, April 24th, 2019

online shopping basket

Does your business suffer from abandoned shopping carts on your website?

It may be comforting to know you’re not alone – 2 out of 3 online shopping baskets are abandoned!

A survey by Worldpay found some of the top reasons for cart abandonment included:

  • Unclear shipping costs
  • Returns policy not clear
  • Looking for a better deal
  • Unsure how credible the company is
  • Concerns about security

So what can you do to help put your potential customers minds at ease?

Offer customers an easy way to get the answers they need, consider including a Live Web Chat on your website that provides a quick and easy method for a customer to raise any concerns they may have. A Live Web Chat option would also allow you to offer one-off discounts such as free shipping to help make a sale, and reduce the chances of them buying from a competitor who’s able to give them the assurances they need to take their basket through to checkout.

Live Web Chat offers a live chat window on your website, your website visitors can then ask any questions they may have.

Our Live Web Chat service gives visitors to your website real time support. We can either supply you with the software for you to manage the chats yourself through your own in-house team, or our team of professional and friendly customer service advisors can look after your website visitors, answering queries, offering advice to better navigate your site, securing sales and capturing visitor information for future marketing.

Try out Live Web Chat service for free for 30 days and see the difference it can make to the sales on your website.

For more information, talk to a member of our team today on 01273 741 113.

How to Choose a Telephone Answering Provider: Our Top 10 Questions You Should be Asking

Friday, March 29th, 2019

making a choice of direction

Choosing to outsource your calls can be a daunting prospect, so it’s important that you make the right choice when it comes to a provider. If you decide on the wrong provider you can very quickly undo all the hard work you’ve put into gaining a great reputation for your business. The wrong provider could also leave you with a negative view of telephone answering, and who could blame you, but trust us when we say that the right telephone answering service could truly transform your business.

So how do you go about choosing the right provider for you and your business? With over 10 years experience in telephone answering trust us when we say not all providers are equal! Here are our top 10 questions you should be seeking answers to before you sign up to a provider…

1. What depth of service are you looking for – simply a name and message, or more?
There are a huge range of services that are available to you. Many (including CSnotepad) can process phone orders, take payments through your own online system, forward calls to your mobile, manage your diary, deal with your admin, patch calls to relevant team members, arrange dispatch of your goods, make simple outbound calls, offer you a virtual telephone number and/or address and more…

2. How personal do you want the handling of your calls to be?
Does your business pride itself on a ‘local’ feeling service, do you have customers that buy regularly from you? Don’t be afraid to ask how big the team is that will be handling your calls. The bigger the call team, the less likely they are to appear as members of your own in-house team.

3. Will you be charged for cold calls or wrong numbers?

4. Are your calls answered in the UK, or diverted abroad?

5. Can you control when you use their answering service or when you take the calls yourself?

6. Can you write your own script or are calls simply answered by a set template?

7. Will you be charged to change or update your script?

8. Can you call to discuss your service or is their customer service only email based?

9. Will you be assigned an account manager that you can turn to for help or guidance?

10. What’s your notice period if you’re not happy with the service?

Take on-board our advice in this blog and get the answers to the questions that really matter before signing up to a telephone answering service. Understanding what you want from a service will stop you from being pushed into a service plan that just doesn’t suit your needs.

If you’d like to find out more about telephone answering from CSnotepad, take a look at our website.

Telephone Answering From CSnotepad: We Won’t Charge You For Cold Calls

Friday, March 15th, 2019

phone answering cartoon

Unlike other virtual receptionists, we don’t charge for cold calls. We don’t believe it’s right for you to waste your valuable call subscription credits on time-wasting cold callers.

Cold calls cost our business heavily, wasting the time of our customer service agents when they should be answering important calls for your business. We never charge you for this lost time, in fact you wont even know that you’ve received cold calls – just as it should be!

We thought we’d let you know just how we go about sifting out your cold calls…

Here’s what we classify as a cold call:
If a caller doesn’t ask for you or a member of your team by name, and instead asks for the person in charge of marketing, your website, stationery etc. we consider this a cold call and politely ask the caller to remove you from their marketing list and not call again.

You’re in control:
If you find that cold calls are still reaching you, it’ll be because they have your name, it’s then your responsibility to ask the caller to remove you from their marketing list and not call you again. Alternatively, feel free to drop us an email with their details and we’ll be happy to make an outbound call to them on your behalf. It’ll just be charged as one of your call credits, and it gets the job done quickly and effortlessly for you.

If you’re at all concerned that you may miss out on calls that could be mistaken as nuisance calls, then please do just give us a call and let a member of our team know. We’d be more than happy to handle each call in line with your script without any exceptions.

Just another reason for choosing CSnotepad as your virtual receptionist!

For more information about telephone answering, or any of our virtual receptionist services, talk to a member of our team today on 01273 741400.

Call 01273 741400 or email info@csnotepad.co.uk
Opening Hours *Telephone answering is available for customers 24/7
  • Monday 8:30am - 6:00pm
  • Tuesday 8:30am - 6:00pm
  • Wednesday 8:30am - 6:00pm
  • Thursday 8:30am - 6:00pm
  • Friday 8:30am - 6:00pm
  • Saturday 9:00am - 3:00pm
  • CSnotepad
  • Gemini House
  • 136-140 Old Shoreham Road
  • Brighton
  • East Sussex
  • BN3 7BD