Telephony: we all grew up with it and we all use it. And despite the fact that other (asynchronous) communication channels such as e-mail, social media messaging and chat are common ways of customer contact, telephony has certainly not disappeared from the scene. Even within e-commerce, telephony is still an important channel and you would be wise to integrate it in a smart way into your customer service environment.
Below, we explain the benefits of linking telephony to your customer service software. We also discuss a number of smart telephony functions within Belco to make the communication between you and your customer even more efficient and user-friendly.

Why link telephony to your customer service software?

Telephony is not a separate channel within your customer service environment. For example, a customer calling you may have sent an e-mail before and come back to it during the call. It is therefore advisable to incorporate as many communication channels as possible into a single system. That is exactly what Belco does: with our all-in-one customer service software, all communication channels come together and you always have the information you need to help your customer quickly and effectively.

In Belco, you can link telephony to our customer service software in a few simple steps - even for multiple telephone numbers. All calls then come in through Belco and are automatically linked to the corresponding customer data.

4 Convenient telephony functions in Belco

To get the most out of telephony and to make communication with the customer effective and customer friendly, we have added a number of smart telephony features to Belco. We will explain a few of them below.

1. All customer data at hand

When a customer contacts you by telephone and the data of this customer are known, for example when a customer has placed an order in the web shop before, you get all the contact data, but also the communication and order history immediately in view. You do not have to ask the customer for his or her customer number and you have all the information available to help him or her quickly and effectively.

2. Set up and manage the call menu yourself

Within Belco, you have complete control over your call menu. You can adjust regular opening hours and add and manage special opening hours, for example during holidays. You can also create a welcome message for your customers by having a computer voice read your chosen text or record a message yourself.

3. Transfer to a colleague

Don't know the answer to a customer question or can another department help the customer better? No problem: you can easily transfer the customer to another colleague or department. Within Belco you can even see which of your colleagues, with a green dot behind their name, are online and available to help the customer.

4. Create a follow-up

During or after a phone call, you can create a follow-up for a customer. This could be a reminder to call the customer back or to send an e-mail with information for the customer. The system then creates a ticket in which you can add a note for yourself or a colleague.

Curious about how the telephony functions within Belco work in practice? Try Belco for 2 weeks free of charge: no obligation and it stops automatically after 2 weeks.

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Why Belco

All-in-one solution

Belco is all-in-one customer service software. This means that we have put everything you need to run your customer service successfully into one system - making it easy.

Customer satisfaction

We make customer happiness a concept. It is our mission to help your webshop achieve a 9+ customer service rating.

200+ customers preceded you

We provide customer service software for over 750 webshops of 200 e-commerce companies. Choose from one of our very complete standard packages or develop a customised solution with us.

We are ready for you

Translating your wishes and objectives into the very best customer service solution is what we do best. In addition, you can always ask us questions and we will gladly help you if you are at a loss.