Category Archives: Helpful Tips


Are Your Customers Now Choosing to Buy Online? – Don’t Let Them Turn to a Competitor

Monday, June 29th, 2020

shoppers turning to online

The changes to our daily life have been far reaching – the Covid-19 threat has altered the way we socialise, work and even shop.

As shops closed, people turned to the safety and convenience of online shopping, only time will tell if people return to high street shopping in quite the same way. Have you made changes to your website to cater for the new retail norm?

The online marketplace is a busy one, don’t give potential customers a reason to look elsewhere.

Unlike face-to-face shopping where you can give immediate answers to questions that may be holding a customer back from making a purchase, the online world can be slower to get answers. Don’t rely on email; in the time it takes for you to spot the email and respond, your customer could already be on another website that might just answer their query, and give them the confidence to make their purchase then and there! …leaving you wondering why they never responded to your email (which I’m sure offered great service and a thorough answer to their query) or more importantly never made a purchase on your site.

The solution is live chat…

Adding a Live Web Chat window to your website gives your website visitors a friendly, professional and knowledgable ‘virtual’ customer service advisor, just waiting to answer questions, assist with ordering, and deal with any payment queries. Not only can we provide the software (which is simple to add to your website) but also the conscientious staff available to respond to any chat requests – freeing up your time to grow your business without distraction!

Don’t rely on the telephone alone. You’d be surprised how many people don’t like to pick up the phone, particularly if their query is small, but enough to stop them making a purchase on your site. They’re put off by the potential wait times to get through to someone, the frustrating option menus to get through to the right someone, and the potential call cost they might be hit with after calling! Often people browse the internet during their lunch hour, or even during work hours, when making a call simply isn’t convenient. Live Web Chat is fast, convenient, and a discreet alternative to picking up the phone.

Visit our website to find out more, if you’re unsure whether Live Web Chat is right for you, take advantage of our free trial: 30 days free

We’ll Help You Maintain Your Work-Life Balance as Lockdown Eases & Business Picks Up

Monday, June 8th, 2020

balancing life

We hope you’ve managed to find some positives in all the disruption to your home-life and work-life since lockdown began. We hope that as we make positive steps towards slowly returning to normal, you are starting to question which parts of normal you want to return to. Which changes throughout lockdown are you keen to maintain; is it the amount of time you’ve spent with your children or partner, or perhaps it’s the quality of time that’s been shared? Have you found a new determination to make time for your own fitness and wellbeing, whether that’s simply taking time to go for a walk?

With lock-down restrictions lifting, let us help you maintain a work-life balance that not only supports your business, but also helps you make time for the things that really matter to you. As your business starts to demand more from you, make sure you don’t slip back into old habits.

Its easier than you think to grow your business and still have quality time away from it. Being so emotionally invested in your business can mean that it’s hard to switch off after a day at work, particularly if your business has been heavily impacted by the lockdown, and you are fighting the urge to give your business every bit of your time to aid its recovery. Don’t let your work-life and personal-life start to merge together – don’t let your newly found priorities suffer. It may feel an impossible task, particularly if you’re working from home, so here are our three top tips for maintaining a work-life balance:

Give yourself time off
It can be tempting to work as often as possible when you run a business, but you should always give yourself the same rights as you’d give an employee. Give yourself proper breaks and lunch breaks, stop working at a set time each day, allocate time for the things that have newly invigorated you such as exercise, walks and quality family time. Make sure that you take holidays and days off frequently. We know what you’re thinking….it’s impossible right? Wrong! Read on…

Get a telephone answering service or virtual receptionist
During the lockdown you may have had no choice but to give out your personal home or mobile phone number, opening yourself up to a regular stream of business-related calls that will be hard to manage as business picks up. Many business owners find that their home-life starts to be interrupted by calls from customers, clients and salespeople outside of business hours. You know all too well that every call counts, and you never know if the next call could be your next big sale…but trust us when we say these small invasions are a slippery slope. Constantly answering calls will eat into your personal life, and can also distract you when you’re working. As a result, your productivity will be lower and your stress levels undoubtedly higher.

With a virtual receptionist service like ours, you’ll have a small team of polite and friendly customer service advisors ready and waiting to take your calls. They’ll sound just as though they’re an extensions of your own team, so your business will always sound professional and well established.

You have full control over how you’d like your calls handled and when. Your virtual receptionists can deal with general enquiries, take orders, book appointments, even process payments on your behalf. Alternatively, your virtual receptionist can simply take a message and contact details so that you can deal with calls when it’s convenient for you. You choose when you’d like to direct your calls to your virtual receptionist, and when you’d like to take your calls yourself. You don’t need to give us advance warning, or fill out any forms, your divert is yours to switch on and off. So, when you choose to ‘step away’ from the office you really can step-away, confident that every call is still being answered, even 24 hours a day 7 days a week if you need it.

Make a separate physical space for your work
Lastly, it might be time to really assess where you’re currently working, and how to alter your set-up as your business starts to demand more from you.

Don’t work in bed, or in the living room as you watch TV. Ideally, don’t work at the dining table either. You need a defined work space – ideally a separate room – that you don’t spend your leisure time in. Work in a home office and shut the door as you leave; the physical closing of the door should be linked to a mental closing of the door, so that your work is locked away. By working in places that you spend your leisure time, you’re inviting work into other parts of your life and might find it harder to stop and relax.

Chat to a member of our friendly team today about how we can support your business and help you manage your time 01273 741400.

Immediate Support as Your Business Picks Up – Business Support Services from CSnotepad

Tuesday, May 5th, 2020

rising hot air balloons

Is your business starting to pick up, are you experiencing more enquiries, more emails, more orders and more strain? It’s a great problem to have right?! But you might be struggling to juggle it all with a reduced workforce, or even alone, you might be trying to manage your business from home and the demands of balancing professionalism with family life.

It’s great news that your business is picking up, so lets keep it that way! As interest and sales are building, you might find yourself in desperate need of an extra pair of hands but unable to justify the cost.

It’s daunting when considering all the additional costs and obligations that come with hiring staff, not to mention where your team members will have to work from, and what effect that working environment will have on your customer service reputation and professionalism.

Don’t be deterred, there really is a simpler, more immediate and cheaper way to keep up with the growth of your business!

A virtual receptionist company like CSnotepad can support you as your business grows, adapting to your needs and acting as a member of your own team. A virtual receptionist can take your calls – answering in a way that you choose and collecting the information you need, freeing you from your phone so that you can focus on other things, safe in the knowledge that you’re not missing valuable new leads or potential sales. Your new extended team at CSnotepad are professional, friendly and fully trained on your business, so they’ll always sound like personable members of your team – never a call centre! Your new extended team is here 24/7 365 days a year should you need us, and as the needs of your business grow, we’re ready and waiting to expand and adapt the services we offer you.

As your business grows so can the level of support we provide you…

Your new team can handle all of your calls, or just act as an overflow service. They can manage your diary, respond to emails, resolve basic issues, and even process orders and take payments using your own online systems. We can liase with distributors on your behalf, and even chase up outstanding payments. We can supply you with a virtual land-line number so that you no longer have to give out your mobile number (which looks more professional and protects your privacy).

Setting up your new support team couldn’t be simpler or quicker -you and your business can have the support you need agreed over the phone, in an afternoon, from the comfort of your home.

To find out more about the services that we offer at CSnotepad, visit our website, or call us on 01273 741400.

Home Working – You Don’t Have to Give Out Your Employees Mobile Phone Numbers – Stay Professional with a Telephone Answering Service

Thursday, March 26th, 2020

home working with mobile phone privacy

If your team is working from home, that doesn’t mean you need to give out their personal mobile phone numbers to your customers, clients and suppliers – and it certainly doesn’t mean that your callers need to reach personal and unprofessional voicemail messages when their calls can’t be answered!

If you and your team are working from home, you’ll no doubt be faced with many challenges, privacy and maintaining professionalism is likely to be one of them.

You desperately need to keep your business functioning as normally as possible, handling your incoming calls professionally isn’t an area you need to fumble a solution for. Just turn to a telephone answering service like ours – we have over 13 years experience answering calls for hundreds of different businesses within a vast range of industries.

A telephone answering service can…
Answer all your incoming calls with your own personalised business greeting
Find out the reason for the call by asking the questions you choose
Direct the call to the best person in your team to deal with it
Calls can be directed to a landline or a mobile phone
The caller is never able to trace the number that the call is patched through too – maintaining privacy for your employees

How this maintains your professionalism…
Calls are answered by a small team of polite and friendly customer service advisors who are trained on your business.
Your callers will never know they haven’t reached you directly, they’ll always sound like an extension of your own in-house team.
Callers won’t be asked to hang-up and redial a mobile phone number for the member of your team they need to liaise with.
Callers won’t reach personal voicemail messages when a member of your team is unable to answer.
Callers won’t reach engaged tones, or be made to wait in a queue to reach you if you’re already dealing with a call – we have multiple lines.
Your calls can be answered beyond standard business hours should you require it.
There’s no break in our telephone answering service for lunch breaks, staff sickness or holidays!

You and your team will no longer be disturbed by phone calls that aren’t intended for you. Allowing your team to focus on the successful running of your business.

Our telephone answering service is always tailored to your needs. You have full control of the script we use when answering your calls, the questions we ask, the information we take from callers, and how you’d then like each call handled. You can even put a hierarchy in place, so if we’re unable to get hold of the member of your team best to deal with a particular call, we can then try the next best member of your team and so on…

Calling back:
If a client or customer needs to contact a member of your team directly, they can simply call your main business number, ask for the person they’d like to talk to, and our customer service advisor can then connect the call through – just like a central receptionist – protecting the privacy of your home worker as they’ll never need to give out their private number.

Diverting your line:
Diverting your business line to us is simple, no matter whether it’s a home landline, business line or mobile phone number. We can talk you through how to set up this simple divert so that all your incoming calls divert to us. But you’re always in full control, should you wish to answer the calls yourself at any point, you simply switch off your divert.

This service is fast to set-up, let your business start to benefit from the support of a telephone answering service. Talk to a member of our friendly team today on 01273 741400.

How to Get a Team Working from Home – Support from a Virtual Receptionist

Friday, March 20th, 2020

home working team

Are you looking to move your team to home working? Or perhaps you’re growing your home business and are looking for other alternatives to renting an office space for you and a small team?

In this blog we talk you through how our Virtual Receptionist Service can be the missing piece to the jigsaw puzzle of home working.

Think of the service a bit like your very own central receptionist, answering, handling and directing your incoming calls so that you and your home-based team can confidently work on managing your business without unnecessary distraction.

What the service offers:
Privacy for your home workers – there’ll be no need for them to give out their personal mobile or home landline number.
Always ensures that every call is answered, even during lunch breaks, sickness and holidays.
Always ensures that every call reaches the person in your team best to deal with it.
Produces a professional and efficient customer service image.

So let us take you on a journey, let’s call it a stream of consciousness of concerns that we regularly hear from stressed business owners when it comes to home working for a team…

It goes a little something like this…

“…I’m thinking of asking my team to use their personal mobile phones or home landline to answer incoming calls for the business, but I’m worried they wont be happy about it as I’d have to give their personal numbers out to customers and suppliers….

Perhaps I’ll buy them work mobile phones, that would solve it, but giving out a mobile number to customers doesn’t look very professional.

What happens if a call reaches the wrong person in the team, how do we re-direct the call to the best person to deal with it? Asking the customer to redial another number really doesn’t feel very professional at all.

What happens when my home working team take a lunch break, it’s not like in an office where someone else can grab the ringing phone.

I’m concerned that my team working from home is just going to lead to poor customer service, and leave a pretty unprofessional impression of the business….”

Meet Our Virtual Receptionist Telephone Answering Service
How it works…

If you currently have an office but are moving to home working, you can direct your business number to us to answer on your behalf. Or, if you’re currently relying on a mobile number to receive your calls, or even a home landline, all of these can be diverted to us…it’s a very easy thing to do, we can talk you through it, and you’re always in full control of when you divert the number to us, and when you answer it yourself.

You’ll have a small team of polite, friendly and professional customer service advisors answering your calls, they’ll get to know your business and your callers, and your callers might even get to know them too! They’ll know exactly how you’d like your calls managed (you’re in total control of that!). Your virtual receptionist team will appear just like an extension of your own team, your callers will have no idea they haven’t reached you directly.

Your virtual receptionists will answer your calls (always with your personalised business greeting) and ask only the questions you’ve asked as to ask them. Your virtual receptionist can then redirect the call to the best person within your team to deal with the enquiry. Perhaps you’d like calls regarding new sales patched through to one member of your team, and existing sales queries patched through to another. You can even supply us with a ‘patching hierarchy’ list, so if the best person to handle the call isn’t available, we can try the next best person in your team. If no one is available to take the call, your virtual receptionist can take a message and details for someone to return the call, or you can even equip us with answers to your most commonly asked questions.

Privacy
Using a virtual receptionist means that personal mobile numbers or home landline numbers never have to be given out. Your virtual receptionist will simply patch the call through to the relevant mobile number or landline, but it wont be traceable by the caller, maintaining the privacy of your team.

Professionalism
If your customers want to get in touch with a member of your team, they can call your business number which will be answered by your virtual receptionist, the caller can then simply give the name of the person they’d like to talk to and it will be patched straight through. Our service gives you an incredibly professional image, appearing to have your own receptionist in place, answering, directing and handling your calls.

Reliable call answering
We can handle multiple calls at the same time for your business, there’ll never be a break in your service because of lunch breaks, sickness or holiday. We can even offer you a 24/7 service, or a service that extends beyond standard business hours.

If you don’t currently have a landline number, and instead rely on a mobile number, but would like to appear more professional with a landline number, we can supply you with a virtual’ landline number to use as your own. You can give your virtual number to your customers, suppliers, and use it on all your marketing, and it can then be diverted to us to answer on your behalf. For more on a virtual telephone numbers, do read our short blog here.

For more information on our Virtual Receptionist Service and whether it could be the perfect solution for your business, call one of our friendly team on 01273 741400.

How to Run Your Business from Home – Telephone Answering Support

Thursday, March 19th, 2020

running your business from home

Are you looking to run your current business from home, or perhaps you’re thinking of starting a new business from home?

Are you facing any of these telephone related concerns:
Are you looking to answer more than one call at a time?
Worried about customers getting frustrated with long wait times to reach you?
Customers not calling you back once they reach an engaged tone?
Customers not choosing to leave you a message and instead reaching out to one of your competitors?

Your lack of availability could cause more damage to your business than you realise.

But what do you do? You can’t split yourself in two, you can’t afford to hire staff, particularly if your call volumes are unpredictable. Perhaps you already have a small team, but expanding just isn’t an option at the moment.

Getting the telephone support you so desperately need is easier, faster, (and cheaper!) than you might realise. In fact, it’s just a phone call away!

In this blog we’ll explain how our virtual receptionist telephone answering service can work for you when you’re running your business from home.

What we can offer your business:
Multiple calls being answered at once.
Answering all your calls, or acting as an overflow to help with any calls you’re unable to answer during busy spells.
Always available to cover your lunch breaks, staff sickness or holidays.
Able to offer 24/7 telephone answering.
Friendly, knowledgable and professional customer service advisors.
Every call answered with your own personal business greeting.
You have full control over how you’d like us to handle your calls once answered.
At every moment you’re always in full control of when you divert calls to us…and when you don’t.

Why trust us with your telephone calls?
Since 2007 CSnotepad have been providing professional front-line and overflow telephone answering services to hundreds of businesses across the UK. Feel free to read some of our reviews on Google…we’re proud to say we have a score of 4.8 stars from nearly 100 reviews.

How our call answering service works…
You’ll have your own account manager that you can turn to, you’ll start by chatting through the challenges you’re facing and your account manager will tailor our services to meet your needs.

You’ll work together with your account manager to put the perfect script in place. We’ll answer your calls in just the way you choose, asking the questions you select, and extracting just the right information from each caller.

How we handle the call is up to you, we can simply take a name and message and then email you the information so you can return the call at a time that’s convenient.
Alternatively we can deal with general enquiries on your behalf, answering your most frequently asked questions.
We can book in appointments using your online diary (we can help you set one of these up if you don’t currently have one…it’s easier than you think).
We can even take orders and process payments on your behalf through your online payment portal – secure and never taking commission or acting as a middle-man. We only ever have the power to put money in, never take it out!

So you’ll see, we can do as little or as much as you need. We can do anything from simply answering your calls and taking a message, to processing entire orders and liasing with your distributors on your behalf! You can treat us like your very own receptionist, or a fully fledged member of your team…the choice is always yours.

How to put your service in place…
A simple call to our friendly team will get the ball rolling. Then, diverting your incoming calls to us is a really simple process which the team can talk you through, but we also have some really helpful blogs on it too. It doesn’t matter if your calls currently reach you via a home landline, diverted business line, or your mobile, any of these can work alongside the telephone answering services we offer. When you choose to divert to us is always completely in your hands – you don’t have to call us, or email us, wait on us, or jump through any hoops!

For more information on our Telephone Answering Service have a look at our website. Alternatively, to get more information on how our service can help your business with the challenges it’s facing, call a member of our team today on 01273 741400.

Getting to Know the Terminology: What is a Virtual Telephone Number?

Sunday, March 8th, 2020

virtual telephone number

What is a Virtual Telephone Number?
A virtual telephone number is a number that can be provided to you, it is exclusively yours, and comes with an area code therefore appearing to be a landline number. This number is however virtual, and any calls made to it will need to be diverted, either to your mobile or home landline for you to answer, or they can be answered on your behalf by a virtual receptionist.

Who could benefit from a Virtual Telephone Number….and how?
If you’re a sole-trader, lone-ranger, or a new start-up.
If your business doesn’t have an office and instead is based from home (no matter the field you’re working in).
If you’re looking to extend the geographical reach of your business, and pull in new customers from further afield.

…in all of these instances, a virtual telephone number could really help boost a business.

It’s all about what it stands for…

A landline evokes lots of reassuring connections for your potential customers. A landline telephone number is connected to a place, it has an area code and offers a sense of location, traceability and permanence. It tells a potential customer that you (appear to have) a base, an office, and a physical presence. This offers reassurances to a customer who is contemplating spending money with you, and may give you the edge over a competitor who only has a mobile telephone number. You’ll instantly appear the more established business – and the better choice!

Relying on your mobile, or using your own home landline number comes with lots of privacy pitfalls. Do you really want to be handing out your personal phone number to customers and suppliers, do you really want them being able to trace the number to your family home? And what about your mobile…how will you know if it’s a personal call or a business call, will you just have to answer your phone with your professional greeting whether it’s your family or your biggest client calling?! Finally, it’s impossible to set boundaries and have business hours and quality time away from work. There’s no way of knowing when the phone rings at 7:30pm on a Saturday that it’s a work call that could have waited until Monday morning.

You always remain in full control of where you send your Virtual Telephone Number. Your callers will never know if it’s being diverted to your mobile, your home landline, your voicemail, or even answered by a telephone answering service that can handle the call for you.

A telephone answering service (like ours at CSnotepad!) can take a name, number and message for you and give you the information so you can return the call at your convenience. They can deal with general enquiries on your behalf, make bookings, take orders and even take payments – all while appearing as though members of your own in-house team, and always answered with your own personalised business greeting.

Do you already have an established business, but looking to extend your reach?
A virtual telephone number could be perfect for you. With it’s area code, the virtual telephone number you’re provided with could be for any area you choose within the UK. You can add this number to your website and all business marketing, it will instantly appear as though you have a new regional office, and this could appeal to a whole new audience of potential customers looking for a local solution. Any calls made to your new number can simply be diverted to your main business number to be answered.

We hope this gives you a clearer idea of what a virtual telephone number is, how it works, and how it could be a perfect solution for so many business owners.

For more information on Virtual Telephone Numbers or any of our Virtual Office Services – chat to a member of our friendly team on 01273 741400.

Getting to Know the Terminolgy: What is a Virtual Office?

Friday, February 28th, 2020

lego virtual office

Have you been looking for support running your business, but without having to hire your own staff? Have you been searching the internet, looking at virtual receptionist websites and call answering services, are you coming across terminology that you’re finding hard to get a grasp of? Let us strip back some of the jargon, and give you the bare bones of what a service like ours can really offer your business.

In this blog we get to grips with the term ‘Virtual Office’.

- What is a Virtual Office
- How can a Virtual Office support your business
- Why choose CSnotepad for your Virtual Office services

What is a Virtual Office
A virtual office is in fact a name given to a collection of business services. The services are all accessed remotely, and they give business owners all the benefits of an office; such as the staff, landline telephone number and office address, but all without any of the actual logistical, operational or financial burdens that come with running a physical office space.

Virtual Office services are perfect for any business looking to grow, looking for additional overflow support, or even just starting out!

How can a Virtual Office support your business
Let’s take a closer look at the range of Virtual Office services available:

Virtual Address:
A virtual address is an office address that becomes yours to use as you wish, print it on your business cards, use it for your invoicing, add it to your website, 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. You’re not renting the office, you’re simply renting the right to use the address as your own. All post that arrives for your business can be forwarded on to your home address, collected at your convenience, or (many providers like us at CSnotepad!) can take your letters, scan them and email them over to you for speed and ease – the choice is yours.

Virtual Telephone Number:
A virtual telephone number can be given to you which has an area code and appears to be a land line number for your local area. This number is however virtual, and calls will be directed to your mobile for you to answer as normal, or they can be answered on your behalf by a virtual receptionist (keep reading on for more on this!). A virtual telephone number that’s a land line gives you the benefit of appearing more established than using your mobile number. Although a mobile phone offers you the flexibility to never miss a call wherever you are, having a mobile number as your only business contact may look unprofessional to potential clients. It signifies that you do not have a land line and therefore no office base, that you my be transient and more difficult to contact if problems arise.

Virtual Receptionist
Choose a provider like CSnotepad that can not only provide you with a land line number that will be exclusively yours, but also the staff needed to answer any calls you receive. Our service allows calls to your virtual number to be answered by our customer service advisors who’ll act as though your own receptionists – further improving the professional image of your business. The call can then be patched through to your personal mobile after informing you of whome the call is from, or alternatively, a message and number can be taken so you can call back at a time that’s convenient, leaving you free to focus on the areas of your business that really deserve your time and attention. Our Virtual Receptionists can even take things a step further; they can deal with your general enquiries, make bookings, take orders and even process payments!

Virtual Assistant
Your virtual staff at CSnotepad can also manage your diary and your admin!

There’s no hiding that admin tasks can be time consuming, repetitive and gruelling, but there’s also no hiding the importance of keeping everything in order, up-to-date and making the effort to promote your business. Rather than hiring another member of staff to deal with your admin tasks, or pushing aside more important jobs to tackle the admin yourself – turn to a Virtual Assistant.

At CSnotepad our polite and professional team of customer service agents are on hand to support your business with a range of administration tasks including:

Customer care calls
Debt chasing
Handling incoming customer emails
Responding to suppliers
Appointment reminder calls
Calender management
Email marketing
Postal mail outs
Social Media Management
Newsletters

Why choose CSnotepad?
We’re proud of the wide range of services we’re able to offer businesses. We never expect a business to fit into a pre-determined template. You’ll always start by talking things through with one of our account managers who will look to understand the challenges you’re facing, and how we can best adapt our services to meet your needs.

We also happen to think we have some of the best customer service advisors in the business, they’ll seamlessly appear as though members of your own extended team. 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.

For more information about our Virtual Office services – have a look at our website.

Get More Than Just the Stats – Get Contact Details for Your Website Visitors

Saturday, February 1st, 2020

get contact details

Adding a web chat platform to your business website can be a profitable addition if you take advantage of its capacity to capture customer contact details for future marketing.

Wouldn’t it be nice to know who’s visiting your website? Google analytics can only go so far – you’ll get a good idea of how many people are visiting, and how they’re finding you, this helps you attack the best advertising channels to get your business noticed by your target audience. But what happens after they’ve visited your site? You’ve paid all that money to get them there, and then, if they don’t purchase from you they drift off into the internet ether, taking the cost of that Google click, Facebook ad, or LinkedIn promotion with them. Live Web Chat gives you the opportunity to bridge that crucial gap, and transform an anonymous website visitor into a future lead on your marketing list!

What a Live Web Chat window can do for your website:
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. You can share web links, manuals, forms, images, video and sound files, as well as answer questions and queries that may be holding your visitors back from making a purchase with your business. BUT it’s not just about the information you can give to your customers, it’s also about the information you can ask for from them too! Live Web Chat enables you to reach out to your potential customers via your website. It’s your opportunity to get their name, email address and even information on the products or services they’re interested in. You can then use this information to market to them in the future, building your database with every Live Web Chat conversation. Unlike money spent on advertising, Live Web Chat isn’t just about getting a potential customer to act now, it’s about gaining information for the promotion of every future new product or service you offer, every future deal, Black Friday, Cyber Monday, January sale and free delivery promo!

How easy is it to get a Live Web Chat window?
We can provide you with the Live Web Chat software for you to manage yourself – just be sure that any response to a chat request is prompt, you don’t want to be damaging your customer service reputation by ignoring chats, or offering slow or rushed responses. 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 or services well. Equip us with all the information we need to really help sell your products, and the information you’d like us to get from your visitors and we can help make Live Web Chat a profitable addition to your website.

For more information, or to try it free for 30 days, visit our website: livewebchat.co.uk

Getting to Know Call Answering Terminolgy: What is Call Patching?

Monday, January 27th, 2020

arrows in lots of directions

Have you been looking for some help with answering your telephone calls, have you been searching the internet, looking at virtual receptionist websites and call answering services, are you coming across terminology that you’re finding hard to get to grips with? Let us strip back some of the jargon and give you the bare bones of what a service like ours can really offer your business.

In this blog we get to grips with the term ‘Call Patching’

What is call patching?
How is it implemented as a service?
How can it help a business like yours?

What is call patching?
Call patching allows you to have either all calls, calls by enquiry topic, or specific callers diverted or ‘patched’ through to your mobile, your land-line, or any number you specify. The word ‘patching’ can really be swapped with the word ‘divert’. However, with a patching service you get the benefit of a friendly and professional customer service advisor answering and handling the call, then correctly choosing the destination of the divert based on your criteria, and finally managing the divert on your behalf.

How is it implemented as a service?
Here’s an example of how it works at CSnotepad:
Let’s imagine that you’ve set up a patching service with us. You’ve asked that any incoming call that we answer relating to a sales enquiry be patched through to the member of your team that deals with sales, this person might be in the office, but equally they could even work from home – you supply us with the best number to reach them on.

Our call agent will answer your incoming call as though they are a member of your own team, answering with your own personalised business greeting. They will then ask and note the callers name and reason for calling, if the reason is a sales enquiry they will briefly put the caller on hold while they call the number you’ve provided for the member of your team dealing with sales. The customer service advisor will give your sales representative the information regarding the callers enquiry. Your sales representative can then choose to take the call (which will then be patched to them), or if it’s not convenient, the agent will return to the caller and take a message and details, and pass this information on by text or email so the call can be later returned by your sales representative.

If the call isn’t sales related, it can be handled by our customer service agents in any way you choose, the call can be patched elsewhere, a message can be taken, a general enquiry can be dealt with, or even a payment can be taken on your behalf.

How can it help a business like yours?
You are always in full control of your service at CSnotepad, it’s flexible and works to meet your needs. You can patch calls through to any number you choose, whether it’s a landline or mobile number. You can even put a hierachy of numbers in place, so if we can’t get through to someone on the landline, we could then try their mobile, or even another member of your team entirely.

You can have multiple call patching services in place. Perhaps you’d like sales enquiries patched to one person, while callers wanting to make payments patched through to another. Perhaps you’d like calls during office hours patched to one number, while enquiries made out of hours patched somewhere else – no problem!

We can even act as a central reception, managing incoming calls for multiple offices, patching them through to the correct branch or departments.

The uses of a call patching service can be revolutionary for your business, helping efficiency of your team (no unnecessary disruptions to team members who aren’t best to handle the call they’ve received), streamlining (calls end up exactly where they should, no needless passing between people and departments) and a far better and competent customer experience, boosting your customer service reputation. Call patching also offers you the flexibility to manage which calls disturb you and which don’t. You may wish to deal with certain customers personally, while others you’re happy to be dealt with by one of our trained customer service advisors or another member of your team.

Added bonus: call patching offers you an additional level of privacy, you are able to take important phone calls from your personal mobile or home landline without having to give out personal numbers to clients or suppliers. The caller simply calls your work number and is patched through to your private number which they are not able to trace.

Who knew call patching could offer so much?! …Well we did, which is why we’re extremely proud of the breadth of services we offer with call patching – always shaped around your needs.

Talk to a member of our team today about call patching to see how we can work with you to manage your incoming calls – 01273 741400.

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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