Category Archives: Getting to Know Your Service


Live Web Chat Offers a Blank Canvas to Really Upsell Your Products

Wednesday, July 10th, 2019

upselling to customers

Adding a Live Web Chat platform to your business website really can be a profitable addition if you take full advantage of its capacity for upselling.

Embrace another way of communicating with your customers – our sister company Live Web Chat is a platform that allows for a fast and varied exchange of information with your website visitors including web links, manuals, forms, images, video and sound files.

Live chat sessions are a blank multimedia canvas where you can simultaneously help a customer and promote your products and services. Never has it been easier to direct a customer to similar products, product add-ons and product upgrades. Give some thought to how best to showcase your products or services through the Live Web Chat platform.

You can…
Send links to online customer reviews
Send links to online image galleries of the product in use
Upload and send application forms, payment forms and feedback forms.
Send links that lead your customers straight to online maps, YouTube videos and your social media channels.

With a little forward thinking and preparation you can have a bank of multimedia information ready and waiting to upsell your products and services – it’s just one of the benefits of our Live Web Chat Service.

We can provide you with the Live Web Chat software for you to manage yourself – just remember to have all of the multimedia links ready for whoever is responding to your web chat enquiries. Make sure any response to a chat enquiry is prompt and correct – don’t be sending your potential customers to dead links or the wrong products!

Alternatively, we offer both the software and the fully trained customer service advisors ready to handle your web chat enquiries. You’ll have a small team of advisors assigned to your account so they’ll get to know your business and your products well. Equip us with all the information we need to help sell your products and Live Web Chat really can become a profitable addition if your website.

For more information visit our website: livewebchat.co.uk

Free Up More of Your Time – We Can Make Outbound Calls for Your Business at NO EXTRA CHARGE!

Monday, June 17th, 2019

stressed out boss

Did you know that a call subscription with us isn’t just about answering your calls – we’re happy to make calls too! Our professional customer service team can make simple outbound calls on behalf of your business, further freeing up your time to focus on the areas of your business that really need you.

Frequently we hear that routine outbound calls became a struggle to manage as they slip further and further down the priority list. We know the difficulties associated with making that ‘quick’ phone call, and how the chore of outbound calls can really impact heavily on an otherwise productive day. Turn to us for support when it comes to making those simple outbound calls – however repetitive!

We work with each and every one of our customers to ensure that the script that our customer service advisors use to handle incoming calls meets the needs of their business – our outbound service is no different!

Just a few ideas of how to use us for outbound support..

You can trust us to make the outbound calls you’d simply rather not make yourself, such as debt collecting or late invoices.

We really are here when you need us, if you’re abroad and need calls making while you’re away that can’t wait until you’re back, send us an email!

Perhaps you have building works taking place in or near your office and feel that the noise will be an unprofessional backdrop to the important calls you need to make.

Did you know we also offer a diary management service? You could combine this with outbound calls and we’ll then make appointment bookings on your behalf, make appointment reminder calls or courtesy follow up calls.

Did you know we also offer an order taking service? You could combine this with outbound calls to make the most of the service, we can check stock levels with your distributors, chase up on order dispatches, stock ordering, or product satisfaction calls.

Just let us know and we can make any of these calls and more on your behalf. It simply counts as one of your monthly call credits within your plan with us, no additional fees or charges.

To find out more about our professional customer service team making simple outbound calls on behalf of your business, call us 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.

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.

A Reminder – How We Sift Out Your Cold Calls & What You Can Do To Help!

Wednesday, April 17th, 2019

Cold calls, sales calls, nuisance calls…call them what you will, there’s no denying that they’re distracting, frustrating and often costly to your business, particularly if you’re using a telephone answering service that charges for them. At CSnotepad we don’t believe it’s fair for you to waste your valuable call credits on frustrating cold calls, so we’ll never charge you for a cold call, or put it through to you.

We spend a great amount of time and money training our customer service advisors to offer your callers the very best service – their training also includes how to determine if one of your calls is from a cold caller. We can’t expect our advisors to be detectives, or try to catch your cunning cold callers out, and we’re in no doubt that your genuine callers wouldn’t take too kindly to being interrogated if we suspect them to be a cold caller. Worse still, if we refuse to put a call through to you, or don’t take a message from a caller that later emerges to have been a genuine sales lead and not a cold caller, we’d fully understand your annoyance. To avoid any frustration to you or your genuine callers, we have found a need to keep the criteria for classifying a cold caller fast, simple and uniform across all of our customers.

Here’s how we classify a cold caller:
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. If however they ask for you by name, we will treat this as a genuine caller and handle it as your script instructs.

Steps you can take:
If you find that cold calls are reaching you, it is your responsibility to ask the cold caller to remove you from their marketing list and not call again. If you find that the same number keeps cold calling you and costing you valuable call credits, we can add this number to a blocked list so that it never reaches you again, just drop us an email with the details and we can immediately take action.

We’re also happy to call companies on your behalf to request that they remove you from their marketing list – this simple outbound call will just be charged as one of your call credits and gets the job done quickly.

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.

If you have any concerns about cold calls, or would like to understand more about how cold calls are currently handled on your account, just give a member of our team a call today on 01273 741400.

Get 2 Months for FREE with CSnotepad

Monday, April 1st, 2019

calendar year

Sign up for an annual subscription and get 2 months for free.

Pay for 10 months and get 12.

Get a 17% discount on your yearly subscription.

We’re giving away 2 free months for anyone that signs up for a year.

However you want to say it, it’s a tasty deal! Save yourself not only money, but also monthly invoice hassle!

How it works:

Pay for a years subscription in advance with us, and we’ll only charge you for 10 months and give you the remaining 2 months for free!

See it as a nice little thank you for saving our team and yours from tackling an additional invoice each month! We know all too well that dealing with invoices and sorting out payments can be a grueling task that you reluctantly face each month. With our annual offer you’ll only ever receive an invoice from us on the months that you go over your monthly subscription allowance, otherwise, you’re free to just enjoy your CSnotepad service stress-free and invoice-free for the entire year.

If you’d like to take advantage of our annual offer, just give a member of our team a call today on 01273 741400.

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.

Free Trial of Our New Sister Company – Live Web Chat

Friday, March 8th, 2019

speech bubble

We’re pleased to be offering customers a new support channel that helps improve customer service and increase sales.


Live Web Chat has been designed to give visitors to your website real time support. Our team of professional and friendly customer service advisors are on hand to look after your website visitors, answering queries, offering advice to better navigate your site, securing sales and capturing visitor information for future marketing.

Live Web Chat software is branded to your business, fitting seamlessly into your website, generating a better, faster and simpler customer service platform to:

  • Communicate instantly with visitors to your website
  • Real-time support available when customers have questions
  • Reduce lost opportunities
  • Increase sales

The complete Live Web Chat service, including the software and the staff, starts from just £39 a month.

Try our Live Web Chat service for free for 30 days and see how it can help your business.

For more information visit our website www.livewebchat.co.uk

Did you Know we can Extend the Hours we Answer Your Calls?

Friday, March 1st, 2019

lots of clocks

Fancy having your calls answered around the clock, even on Christmas Day?! Did you know we offer telephone answering outside of our core hours?

Our core team of customer service advisors offer you call answering between 8:30am and 6pm Monday to Friday, and 9am until 3pm on Saturday, but we understand that your customers may need to call you in an emergency, make bookings, or have enquiries outside of these hours. Your calls can be answered by our extended hours team 24/7, and 365 days a year should you need it.

An extended hours service can prove invaluable to businesses that offer an emergency response or deal with time sensitive enquiries. Any business that wishes to offer an exceptional level of customer care by extending their customer care hours will find it sets them apart from their competitors.

Extend your call answering hours by a little…or a lot!

Your CSnotepad service can seamlessly extend to cover Sundays and bank holidays, or start earlier in the morning and extend later into the evening.

Extending your hours will never compromise the service you receive – your calls will continue to be answered seamlessly and professionally. However, should you wish for your extended hours calls to be handled slightly differently to your core hours calls, that’s something we’d be happy to put in place. We’re aware that callers outside of core hours may have different requirements, for example we can patch calls through directly to your emergency team, or send messages via sms or email to relevant ‘on call’ team members.

Find out more…

Prices for extended hours depend on your requirements, but in some cases we can add it free of charge to your current subscription. To find out more talk to a member of our team today on 01273 741400 or drop us an email on message@csnotepad.co.uk.

Message Guarantee: Our Pledge to Our Customers

Tuesday, February 19th, 2019

chalkboard handshake

We want our customers to know that we really do invest a lot of our time and efforts into getting our team right, it matters to us that each and every call is handled to the highest standard, and that we offer a service that both we and you can be proud of.

Careful selection of our staff, focused staff training, continued monitoring and generous incentives are all areas we keep adapting and mastering in our pursuit of the very best team who can offer your callers the very service.

However hard we try, we know that on the very rare occasion, our service may not quite perform to the level you have come to expect from us, and we never want you to lose out. That’s why we offer each and every one of our customers our ‘Message Guarantee’.

What is our Message Guarantee?
Should you spot a mistake in the messages you receive from one of our customer service advisors 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 has given you an incorrect digit in 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 we can look to make improvements where necessary, and put new processes in place, further limiting errors in the future.

What we do to provide you with the very best customer service team:
We want you to know that we select our customer service advisors carefully, always paying particular attention to how well they’ll compliment our long-standing team, and whether they have the right attributes to offer superior service to your customers. We know that some things can’t be trained, and the positive attitude and willingness to offer the best service are natural traits that we seek out in every one of the customer service advisors we bring into the team. For everything else that can be learned, we have an experienced team member solely responsible for training to the high standards we expect. Not only does our trainer guide our newest advisors, but they also closely and consistently monitor our existing team to make sure the bar is never knowingly dropped. On the very rare occasion that it might – contact us – let us know – so that we can re-credit you with the call as part of our Message Guarantee pledge to you.

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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