Paperclip works with trade businesses that use ServiceM8
Paperclip provides telephone reception services for a wide range of trades including electricians, plumbers, chimney sweeps, locksmiths and more. Many of Paperclip’s trades clients use ServiceM8 to manage their businesses and have asked us about the relatively new ServiceM8 Phone feature.
Having contacted ServiceM8 in Australia and undertaken additional research, these are our thoughts on ServiceM8 Phone.
How does the ServiceM8 Phone app work?
Firstly, it’s important to understand the basics of how the ServiceM8 UK Phone app works.
ServiceM8 Phone is a cloud-based VOIP (Voice Over Internet Protocol) system. A VOIP system requires an internet connection to function, so this may be a concern if you work in certain areas of the Peak District, for example, where 3G or 4G connectivity is poor. As with all ServiceM8 features, ServiceM8 UK Phone will only work with Apple products such as iPhones or iPads.
When you subscribe to ServiceM8 Phone, currently a standard monthly fee of £59, ServiceM8 allocates you a phone number. There is no need to change your existing number however, you simply divert all incoming calls to your new ServiceM8 number. This is a simple process and is effectively the same as when a trades business uses Paperclip to answer incoming calls, deal with FAQs, book appointments and so on.
When an incoming call from an existing customer is received, their details appear on your phone screen so you can address them by name. The call is logged and call details can be entered directly into the customer’s ServiceM8 record. You can create a new job from an active (or recent) call and record a call summary to any existing job’s diary. This approach is virtually the same as when a Paperclip team member answers a call on your behalf and enters details straight into your ServiceM8 system.
ServiceM8 Phone dovetails with existing ServiceM8 features
ServiceM8 Phone is a really well-considered add-on to the standard ServiceM8 offer and takes advantage of several existing ServiceM8 features. It offers the opportunity to standardise some of the more onerous administrative tasks. For example, you can Text a booking form to a caller in a few taps while they’re on the line, so they can enter their own details and submit the enquiry online, arriving in your ServiceM8 Inbox.
As part of the ServiceM8 setup, you create a ‘business hours call group’. Anyone listed in the group who has downloaded the ServiceM8 Phone app onto their phones will be able to answer incoming calls. Incoming calls can be forwarded to anyone who has downloaded the app; to receive a call transferred internally you don’t have to be in the ‘business hours call group’.
One slightly disconcerting aspect of the ServiceM8 Phone system is that it cannot be used for emergency numbers! As ServiceM8 itself states: ‘You will need to maintain a regular, accessible telephone service in all settings where dialling of emergency services may be required’. Given that the work of most tradespeople is physically demanding and even most domestic sites carry a degree of risk, this is something to take into account.
Due to the nature and structure of the app, Paperclip is unable to accept calls routed through the app.
We have investigated this extensively and have, so far, been unable to find a solution that is effective for both our clients and our team.
Here’s why. Whilst a member of the Paperclip team could be named as a member of a trades business’ ‘business hours call group’ and, therefore, could theoretically answer and action incoming calls, the constraints are such that it would not be practicable.
Firstly, the Paperclip team member would have to have the ServiceM8 Phone app downloaded on to their phone (which would have to be an iPhone). Secondly, only that specific team member could answer incoming ServiceM8 Phone calls, whereas in a normal scenario any member of the Paperclip team could capture the call and respond to the customer’s enquiry. What if the ‘nominated’ team member is busy on another call? Finally, any calls taken through the app would not be registered by Paperclip’s call answering software and it would, therefore, require the creation of a bespoke recording system just for those calls. It is not currently possible to redirect calls routed through a ServiceM8 Phone number to another number.
Why use the ServiceM8 Phone app?
If your business is currently so busy you are missing calls (sales opportunities), ServiceM8 UK Phone will not change that. You will simply have a number of missed calls, some of which may have gone through to the voicemail facility provided within the system. However, the proportion of people leaving voicemails continues to decline year on year. If you are missing calls, then Paperclip call answering remains the best option for you.
If you are a trades business with spare admin capacity, and a team of people who are willing and able to deal with customers and potential customers over the phone then this app may be worth investigating further. It’s an intelligent addition to the ServiceM8 family and links well with the existing features of the software.
To find out more about ServiceM8 Phone
The ServiceM8 UK Website: https://www.servicem8.com/uk/phone
Or, refer to Hazel Whicher’s excellent list of FAQs at: https://www.hazelwhicher.co.uk/servicem8/servicem8-phone-your-questions-answered
To find out more about Paperclip and how we work with trades businesses
If you want to ensure you are capturing all your calls, then contact Paperclip on 01246 418181 and we will show you how we can save you time, reduce your stress, and help increase your income.
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Hi, I’m Anne Batty, Managing Director of Paperclip. I am passionate about customer service. I believe enduring relationships are built on being open, transparent and trustworthy.
I love questions. So, if you have a question relating to telephone answering – pricing, technical, scope and more – I would love to hear from you at anne@paperclip.co.uk or 01246 418181.
Paperclip’s clients enjoy working with us. I know you will too.