Category Archives: Choosing a Provider


Retailers: 4 Ways CSnotepad Can Support You & Your Increased Call Volume This Christmas

Tuesday, November 13th, 2018

christmas gifts

CSnotepad can support you with your increased call volume during the Christmas buying frenzy!

Increased buying during the Christmas period can really see your business soar – but only if you’re prepared.

Don’t let your potential customers reach an engaged tone when trying to place an order or enquiring about one of your products. Christmas shopping really can be stressful, and your customers are looking for an easy and fast buying experience, otherwise they’ll simply turn to one of your competitors. Christmas is definitely not a time to be relying on customer loyalty or your past customer service reputation – it’s the service you offer now that really matters when looking to maximise on Christmas sales.

Prepare your business with the help of CSnotepad.

4 Ways We’ll Support Your Business This Christmas…

1. Free up your time so that you can focus on the areas of your business that really need you…
Don’t be distracted by the ringing phone. We’ll have a small team of customer service advisors trained on your business, answering your calls as though members of your own inhouse team so that you and your team can focus on other aspects of your business – whether that be packaging, despatching, website orders or managing sales within a physical store.

2. Boost sales with helpful and up-to-date information…
Your team at CSnotepad can deal with your general enquiries; we can equip our customer service advisors with answers to your most frequently asked questions. Ensuring that your potential customers receive all the information they need to complete their purchase with you. We can even chase up orders, stock levels or delivery statuses directly with your suppliers or distributors, and relay this information to your callers without troubling you for information.

3. Take orders and process payments…
It’s great to be able to offer your customers the option of placing their order by phone. But don’t worry, this doesn’t create additional work for you, we can take orders and process payments using your own online payment portal. We’ll guide you through setting us up as a user with limited rights, so we’ll only ever be able to put money in, not take it out, and we wont be able to access sensitive information!

4. Boost your customer service…
You don’t just have one line allocated to you, we’re here and able to handle multiple incoming calls for your business all at the same time. Your callers wont be left waiting in a queue, or met with an engaged tone, they’ll reach one of your friendly CSnotepad team who’ll greet them with your own professional business greeting. Your callers will never realise that they haven’t reached your business directly.

Whether you expect 5 calls or 500 calls a day in the build up to Christmas, we really can tailor our service to meet your needs. Call CSnotepad today on 01273 741400 to discuss how we can help you to maximise your Christmas telephone sales, never miss an enquiry, and offer you a reassuring safety net during your busiest times.

Whether you expect 5 calls or 500 calls a day, your needs can be met and adjusted, giving you the confidence to know that your business wont miss out as Christmas approaches.

Call csnotepad today on 01273 741400 to discuss how we can help you to maximise your Christmas telephone sales, never miss an enquiry, and offer you a reassuring safety net during your busiest times.

CSnotepad – Acting as Your Central Receptionist Wherever Your Team Members are Based

Tuesday, October 30th, 2018

headset icon

Does the success of your business depend on a team of people who are based or spend much of their time outside of the office? Never has home working been so common, but how do you go about ensuring that wherever your team members are, they’ll always receive the incoming calls they need to?

Let CSnotepad act as a a central receptionist for you, directing all of your incoming calls to the person best to deal with them.

A small team of customer service advisors will be trained and assigned to your business, answering each of your calls with your personalised business greeting and asking the questions agreed with you in your own tailor-made script. Once we have the information we need from the caller, we can put them on hold while we contact the best person to handle their enquiry. Perhaps you’d like product enquiries transferred to one member of your team, while bookings or purchases directed to another. Our central reception service acts just as your own in-house receptionist would, so there’s never any pressure to take the call if it’s not convenient, we can simply take a message and inform the caller that you’ll get back to them as soon as possible.

So why not hire your own receptionist?

Avoid the time and stresses of advertising, interviewing, hiring, training, finding office space, buying equipment, paying a salary, national insurance, pension contributions, finding alternative cover during spells of sickness or holiday…need we go on! With your team at CSnotepad you’ll know that your calls will always be answered – with multiple lines your important clients and potential customers wont get an engaged tone. Each call to your business will be handled professionally by a friendly customer service advisor who’s familiar with your business – your callers will have no idea they haven’t reached your business directly.

Our call agents can direct your calls to any number you choose, whether it’s to a mobile number, extension number, home landline, branch number or customer’s site. Changes to your script can quickly and easily be made as and when you need them, altering how and where your calls are directed. With CSnotepad you’re always in full control of how your calls are handled.

Call us today to discuss how we can act as a central reception for your business on 01273 741400.

Over 10 Years Experience as a Virtual Receptionist For Charities – Here Are Just 3 Examples of How We Can Help

Thursday, October 25th, 2018

flowers reaching for the sky

It doesn’t matter if you’re a small local charity, or a large charity with branches all over the UK – we know we can help. We’re confident not only because we can pull on our 10 years of experience helping charities, but because we’ll shape our service to meet the individual needs of your charity. So, it really doesn’t matter how much or little you might need us, whether you’d like us to take a dominant role, or simply act as overflow support, it doesn’t matter how repetitive the tasks might be that you need us for- our professional and reliable team are ready to help.

Here are just 3 of the ways we can help your charity to better manage its time, boost its service reputation, and ensure that every opportunity is maximised…

Marketing Campaigns
We can support you during the periods that you’ll receive an increase in your regular call volume, such as during a marketing campaign. We can work with you to train our team on the goals of your campaign, producing a script that ensures we handle each and every call in a manner that compliments your customer service model, and extract the information you’ve requested to meet your goals. We can help ensure that the money you invest in new marketing initiatives isn’t lost by the inability to handle the increase in call volume that it aims to create.

General Enquiries
Charities often use us as the main contact for general enquiries from the public. We can answer your most commonly asked questions by following a script we’ve worked with you to create, equipping our customer service advisors with the information they need to deal with questions competently and always in a friendly and professional manner. We can also act much like a switchboard or central receptionist, answering and redirecting your incoming calls to the necessary department, member of your team or branch best to deal with it.

Donation Processing
We’re experienced in taking donations and don’t act as a middle-man, instead we process a donation via your own online payment portal directly, guaranteeing that each and every donation is taken securely and the call managed with the recognition and appreciation that you and your own team would show. We can guide you through how to set us up as a user with restricted access, so we’ll only be able to put money in, not take it out, and we wont be able to access any of your private details, or details of those that donate.

Our 10 years of working with UK charities has taught us that your needs differ greatly from those of our business clients, and not only that, your needs also differ greatly from those of other charities. Call our team today to discuss how our virtual receptionist services could help your charity on 01273 741400.

You’re in Control of When You Divert Your Calls to Us & When You Don’t – Here’s How!

Monday, October 15th, 2018

call divert arrows

Choosing to use a telephone answering service like ours doesn’t necessarily mean you need to use us all of the time, or that we have to take all of your calls. You have more freedom and flexibility than perhaps you realise!

Many of the businesses that use us treat us much like a safety net during their busiest periods or when they’re simply not able to answer calls themselves – this can be for any number of reasons…

  • Staff sickness
  • Staff holiday
  • During a staff meeting
  • An expected peak in call volume
  • An unexpected peak in call volume
  • Extra support during a marketing campaign
  • During an office renovation

…to name just a few!

The reason really doesn’t matter, businesses that use our service know that when they need call support, we’re there for them to divert to. It doesn’t matter if they divert to us all day every day, or just sporadically, they know they have full control of when they do and don’t take incoming calls themselves.

The actual act of diverting your calls to us is easier than you might think. You don’t need to call us in advance, or wait for us to get back to you. You don’t have to fill out any complicated forms, or orientate an intimidating looking website to make the changes you need. We know that when you want us to take your calls, you want the change to be fast and easy, that’s why it’s fully in your control. To ensure that this is always the case, we encourage all of our customers to familiarise themselves with how to set up a divert on their phone line and how to ensure that it’s working correctly.

When you sign up for a call subscription with CSnotepad we’ll provide you with a divert number, here’s how to use it…

If your incoming calls reach you via a BT phone line here are our simple instructions on setting up a divert: BT Divert Set-Up

If your incoming calls reach you via a Sky phone line here are our simple instructions on setting up a divert: Sky Divert Set-Up

If your incoming calls reach you on an iPhone here are our simple instructions on setting up a divert: iPhone Divert Set-Up

If your incoming calls reach you via an Android phone line here are our simple instructions on setting up a divert: Android Divert Set-Up

Switching your divert on, switching your divert off, diverting your calls to us, or answering them yourself…it’s all up to you, you’re in full control, we’re here when you need us.

For any further help or information setting up a divert just ask a member of our team on 01273 741400.

A Call Plan That’s as Flexible as Your Business Needs

Monday, September 10th, 2018

flexible image

Is our flexi-plan right for you? Answer YES to any of the following?…

Is your business seasonal?
Do you close your business for periods of time each year?
Does the number of calls you receive vary greatly from month to month?
Do you run large marketing campaigns?
Do you only need call support when you’re away on holiday?
Do you want a call support team ready only when your own team is stretched?

Just like a mobile phone contract, a standard subscription with us gives you a call quota each month, you choose the subscription that best meets the number of calls you usually receive. However, if the number of incoming calls you receive changes greatly from month to month, or you simply only need call support during certain periods, you soon find that your monthly subscription goes unused and your call credits go to waste. Don’t be disheartened…

With our continued aim to shape our service around the changing needs of our customers, we now offer an Annual Flexi-Plan that gives you your entire years call quota at the start of your 12 month period. They’re yours to use as you choose, use them all in the first month, or all in the least week if you choose. Keep them on hand for your summer holiday, or to cover unexpected staff sickness when your team is stretched. It’s up to you how and when you use them – you have a full 12 months.

Here’s a quick example of how it works:
With our usual Advanced Plan subscription a business would pay £270 and receive 200 call credits a month. If they don’t use all of their credits, they are lost each month. On our Advanced Annual Flexi-Plan you would pay £3240 (12 x £270) in advance for 12 months, and you then have the full years call credits (12 x 200 credits) added to your account to use whenever you need them throughout the 12 month period.

Annual Flex-Plans suit a huge range of businesses, for a huge range of reasons, it doesn’t matter why you think it might work for you, if it’s the solution you’ve been looking for just give us a call and chat to a member of our team.

01273 741400 to find out more about our Annual Flexi-Plans.

Our 3 Focus Areas For A Great Telephone Answering Service

Tuesday, September 4th, 2018

customer service advisor

…and the guarantee we offer when on the (very) rare occasion we’re not quite up to scratch!

We’re proud of the service we offer having spent over 10 years shaping and improving to meet the changing needs of our varied customer base. Our great reviews on platforms such as Google and Yell reflect how focused we are on customer service and delivering the very best service we can.

What makes our service stand out against the rest is our attention to the areas that we feel matter…

Here are our top 3:

We shape our service around the needs of our customers -
We’re not too set in our ways, we’re always actively looking for new ways to make your service better. No matter the challenges our customers face, we’re always looking to further save them time, increase their level of support and improve the service they receive. We’re always trialing new initiatives and adapting our service plans to better cater for the changes that have occurred since we started over 10 years ago. We work closely with each and every customer to shape a service that truly meets their needs. We never expect a customer to fit into a pre-defined plan or service model, we always start by listening to your needs first. We assign each of our customers an account manager so that they have a point of contact, whenever they need to discuss their service, make changes, or alter scripts to better meet the needs of their business.

We invest in the best people
We interview for new customer service advisors carefully, always ensuring that they compliment the team and have the right attributes to offer superior service to your customers. Each one of our advisors is polite, professional and approachable. We have no doubt that if you met any member of our team in person, they’d be just the type of person you’d hire to join your own team. We know that some things can’t be trained; a positive attitude and willingness to offer the best service are natural traits that we seek in every one of our advisors. For everything else that can be trained we have an experienced training manager who is solely responsible for ensuring that all members of our team are trained to the standard we expect. Not only will our trainer guide our newest recruits, but they also closely monitor our existing team to make sure they continue to provide the level of service you’ve come to expect.

We invest in the best technology
We never shy away from spending money if it will improve the service we offer, whether that’s putting in place multiple contingencies to ensure your service goes undisturbed when outside issues would otherwise affect the service, or the newest in telephone support hardware and software. Most recently we’ve added our new caller recognition software to every customer account as standard. This allows us to identify your frequent callers, top clients and important suppliers, and offer them the same warmth of service that you would. Using our caller recognition software eliminates the need for our advisors to ask repeat callers all of your scripted questions, each and every time they call, improving your customer service.

BUT…

However hard we may try, we know on rare occasions we may not quite meet the high standards they’ve come to expect from us. With this in mind we offer a ‘message guarantee’ to each and every one of our customers. This means that should you spot a mistake in the messages you receive from us regarding your calls, we’ll re-credit you for the call.

Perhaps one of our call agents hasn’t given you the correct name, or hasn’t got a digit right on a contact number, we understand that errors however small can have a big impact on your ability to make sales, grow your business and build your customer service model. By notifying us of any mistakes, not only can we do our best to put the mistake right, we can make sure that you’re re-credited with the call and then look further at how we improve our service – you’ll be doing us a favour!

Which Telephone Answering Provider? Here’s a Bit of Advice on How to Choose

Wednesday, August 29th, 2018

which way to go image

So you’ve decided that a telephone answering service could really help your business, but how do you decide which provider to use?  We’re here to offer a little advice!

Don’t assume that all services are the same, you might think that answering your calls is a a simple task, after all, you’ve been doing it since your business began, but trust us when we say that how your calls are handled varies hugely across providers.

The most important thing is to begin by really understanding what you want from a service, this will stop you from being pushed into a service plan that just doesn’t suit your needs.

First things first…some providers only offer a ‘name and message service’, this may be sufficient for you needs, but you should also be aware of the huge scope 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. These services can free up your time and make a positive change to your business and customer service reputation.

Next…how personal are you wanting the service to be? Does your business pride itself on a ‘local’ feeling service, do you have customers that buy regularly from you? Most telephone services have no way (or interest) in recognising your regular callers and will answer each call as a new enquiry, asking the same questions, extracting the same details each and every time – this could be frustrating to your regular and valued customers. At CSnotepad we understand the importance of customer loyalty, and believe that it should never go unnoticed, we therefore invest in the very best systems and technology to be able to offer (as standard) caller recognition to all our clients. This means that we know when one of your valued customers is calling, we wont need to ask then the same repetitive questions, take up their time with recording their details, and we can treat them with the same recognition that you would.

Lastly…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 on in-house team. Our aim is always to make your callers completely unaware that they haven’t reached you directly – so consider how important this is to you and your customers. The more people that will be handling your calls, the less likely they are to be familiar with your business and your callers, and they may not retain a useful knowledge of your products and services.

Other little niggles to get answers to…
Will you be charged for cold calls or wrong numbers?
Are your calls answered in the UK, or diverted abroad?
Can you control when you use their answering service or when you take the calls yourself?
Can you write your own script or are calls simply answered by a set template?
Will you be charged to change or update your script?
Can you call to discuss your service or is their customer service only email based?
Will you be assigned an account manager that you can turn to for help or guidance?
What’s your notice period if you’re not happy with the service?

Choosing the wrong provider can not only be stressful and expensive, but damaging for the customer service reputation you’ve worked so hard to build. Take onboard our advice in this blog and get the answers to the questions that really matter before signing up to a telephone answering service!

For a chat about our service or for further advice on choosing a provider, call a member of our team today on 01273 741400.

Wherever Your Business is Based, You’ll Always Receive a Personal ‘Local’ Service from CSnotepad

Monday, July 30th, 2018

map of the world with pointers

With telephone answering there really is no geographical limits, and the quality of the service you receive from us will never vary based on your location. We have customers all over the UK, and all over the world!

If you run a business that prides itself on a very personal service and the recognition of your loyal customer base, don’t limit your search for a call handling service to just your local providers. Don’t assume that just because they’re local your priority for a personal service will be their priority. Your customers deserve more than just a local accent,

At CSnotepad each and every one of our customers benefits from our advanced caller recognition software which allows us to build up a database of your frequent callers. We know when your loyal customers are calling, we can greet them with the same recognition and warmth of service you would. You’ll have a small team of customer service advisors assigned to your account, and they’ll  become familiar with your business and your callers, your frequent callers will even get to know them too!

We understand that some businesses choose to use a local business because they feel reassured that should there ever be a problem with a product or service, the business is close by to deal with the issue face-to-face. However, our more distant customers know that if they need us, we’re always available to answer any queries or deal with any concerns – however small. Whether it’s easier for you to communicate by phone or email, we’re always on hand to help.

If you’re based in another country and another time zone, take advantage of the time difference and use our service to take calls outside of the working hours of your in-house team. What a way to boost your customer service and stand out from your competitors!

All of our customers know that their calls will be answered by an English speaking customer service advisor based in our sunny office in Brighton & Hove. Every one of our advisors speaks clearly and is friendly, polite and professional. We never send your calls abroad and we’re confident that your extended team at CSnotepad will appear as though part of your own in-house workforce – wherever you’re based!

For more information, or to simply have a chat about our services, call a member of our team today on 01273 741400.

Grow Your Business Without the Stresses of Growing Your Workforce

Thursday, July 26th, 2018

workforce heart of people

Grow your business without growing your workforce, sound too good to be true?! Well we’re helping hundreds of businesses do just that!

Having staff is part and parcel of growing a successful business, but it can put a huge strain on your time and finances. There’s advertising for staff, interviewing, training, providing an office space, a computer, chair, desk. Then there’s the salary, holiday pay, sickness cover, national insurance and pension contributions. All of this, each and every time you take on a new member of staff…stressful isn’t it?!

Use the services of CSnotepad, let our staff become your staff, let us do the hiring and training, let us house your new workforce in a comfortable office with state-of-the-art hardware and software, and let us pay their wages and ensure that they’re always there to support you and your business when you need them. Let our workforce pose as your workforce, seamlessly acting as members of your own in-house team helping you to appear well established within your industry.

Your team at CSnotepad can act as your team of receptionists, taking your incoming calls, dealing with general enquiries, taking messages, and forwarding calls to relevant team members. They can book appointments, schedule meetings, make simple outbound calls, and liaise with customers and suppliers. We can even process orders and take payments via your own online system.

The range of services we can offer is wide, and we’re always willing to tailor any service to meet the individual needs of each and every business we work with. As your business grows we’re here to do as much or as little as you need – use us as an overflow safety net during your busiest times, during staff sickness or marketing campaigns. Alternatively use us as your permanent team, diverting all calls to us, freeing you to focus on the areas of your business that really warrant your time.

We work hard to select the right team so you don’t have to. We only ever select people that have the right mindset, a positive ‘can-do’ attitude, friendly with a willingness to offer great service, and appreciation for the important role they play in building the reputation of the businesses we support. You can rest assured that your calls are in safe hands!

Could You Benefit from a Virtual Office Address?

Thursday, July 26th, 2018

virtual address enevelope

Are you starting a business?

Do you have an internet-based business?

Are looking to reduce your business costs?

…a virtual address could be perfect for you.

What is a virtual office address?
Your virtual address offers you the use of our professional office address. You’re not renting a space in our office, simply renting the right to use the address as your own. You can use this address on your business cards, add it to your website, put it on your invoices and even register it with Companies House if you choose. You can use it for all your business correspondence, giving it freely to all your suppliers and customers – it will literally appear to your customers that your business is located at your virtual address.

So what happens when you’re sent post?
Don’t feel that you need to restrict who you give your virtual address to, getting post is all part and parcel of the virtual address service. Any post that arrives for you can either be:

Forwarded to an alternative address (such as your home address) for you to receive
Opened, scanned and emailed over to you
Kept safely for you to collect at any time during our office opening hours
Taking advantage of post emailing or post forwarding means that you can use our virtual address no matter where you’re based in the country…or even abroad!

Benefits of a virtual address?
You can work from your home but appear to have an office – improving your credibility and professional image to potential customers.
Cost effective alternative to renting an office
Keep your home address private to customers and suppliers
Increase the geographical reach of your business without needing a new branch office
Cheaper than a PO BOX address

Why choose CSnotepad?
We’re a small, professional, friendly and dedicated team that are here to support you and your business. We can offer virtual telephone numbers, telephone answering, diary management, and payment processing to further support you as your business grows.

A virtual office address provides a simple, affordable and business changing solution. Visit our website here or call us on 01273 741400 for more information on a virtual office address with CSnotepad.

Recent Posts

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Retailers: 4 Ways CSnotepad Can Support You & Your Increased Call Volume This Christmas

CSnotepad – Acting as Your Central Receptionist Wherever Your Team Members are Based

Over 10 Years Experience as a Virtual Receptionist For Charities – Here Are Just 3 Examples of How We Can Help

You’re in Control of When You Divert Your Calls to Us & When You Don’t – Here’s How!

It’s Not All About Incoming Calls – We’ll Make Outbound Calls For Your Business Too!

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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