Case

Badkamerwinkel.nl

Read more about our collaboration with Badkamerwinkel.nl here. We tell you what Badkamerwinkel.nl does, where their challenges lie in the field of customer service, what solutions we have found and what results they achieve.

In the field of customer service and its optimal organization, Badkamerwinkel.nl was confronted with a number of significant challenges. This starts with combining physical stores on the one hand and a webshop on the other: how do you easily bring all communication, both with the customer and internally, together in one system? In addition, purchasing a bathroom is slightly different than buying a new pair of shoes, for example. You would like to be able to answer customer questions (also online) and provide tailor-made specialist advice.

About Badkamerwinkel.nl

The challenge

At Badkamerwinkel.nl you will find everything in the field of sanitary ware for your bathroom. From showers, taps, baths, toilets and mirrors to the complete furnishing of your bathroom, you can order online in the webshop or buy in one of the 5 branches. And there is plenty of choice at Badkamerwinkel.nl – and 'enough' is an understatement with 80,000 products. The company is known for its good service and specialist knowledge, which in combination with competitive offers makes Badkamerwinkel.nl popular with customers.

The results

More efficient internal communication and knowledge exchange
All communication channels housed in one system
Direct connection with telephony without an external partner
Switch faster between online and store
Customers are helped faster and more efficiently

“We are very satisfied with Belco's software. For example, the connection that has been made for us with telephony really makes our lives a lot easier. Previously, we had to contact an external partner for every change in telephony: now we can set everything up ourselves. For example, if we close early due to a holiday, we can easily and quickly put a tape on the line ourselves.”

–

Eline Tomasowa

Customer Service Manager - Badkamerwinkel.nl

The solution by Belco

To give Badkamerwinkel.nl customers an optimal customer experience, we have made a number of major adjustments to the design of the customer service software. Before Badkamerwinkel.nl used Belco, customer communications came into different systems, which did not improve user-friendliness and entailed the risk of information being duplicated.

That is why we have brought together all channels for Badkamerwinkel.nl, including telephony, in one user-friendly system.

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Suppose a customer calls with a question about, for example, a delivery, about which he or she has previously sent an email, the customer service employee will immediately see all this information in one overview and the customer can be helped quickly and efficiently.
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