Communication with customers
Working from the Shared Inbox
Before we explain to you how to communicate with customers in practice, it is good to first know where all communication enters Belco, namely in the so-called Shared Inbox. Unlike what you are probably used to, everything arrives in one inbox: from live chats and emails to messages from social media channels. With the help of handy icons you can see exactly from which channel the message came.
In addition, the inbox is 'shared' and that means, as the name suggests, that you share the inbox with your colleagues. Everyone can work from the same inbox and multiple colleagues can handle a customer question. Won't this end in one big chaos? Fortunately not, you can assign messages to yourself (or to others), so that everyone knows exactly who is handling the customer request.
In conversation with the customer
Now that we know how the Shared Inbox works, we can move on to the next step: communicating with the customer. To understand how this works, it is useful to first take a look at the image of our dashboard. On the left you see the Shared Inbox, on the right the customer card and that large box in the middle, that is where you are talking to your customer. This also applies here: you handle all communication from the various channels here. One moment you are chatting live with a customer and the next moment you are sending an email - so no hassle with different menus.
And then of course a customer can also call. When this happens, a pop-up will appear on the right of the screen and click the green button to accept the call. The pop-up screen contains two more buttons: 'View customer' and 'Create a follow-up'. You press the first button if you want more information about the customer and want to view his contact and order history. You use the second button to create a follow-up: this is best seen as a digital post-it where you plan a follow-up action in the form of a note.
6 Smart functions in Belco
Organize inbox into teams
Earlier on this page we already told you how the Shared Inbox within Belco works. In addition to this, you can create different teams of employees in our system. Each team will then have its own inbox: for example, an inbox for complaints, returns or sales. This way you can be sure that the customer's message always ends up in the mailbox of the right employee.
Quick responses
This feature will save you a lot of time. You can use 'quick responses' in Belco to provide predefined answers to customer messages. For example, you can quickly respond to a frequently asked question from a customer.
Snooze
'Snoozing is losing', they often say. But not at Belco! With the snooze function you can temporarily make messages invisible, so that your inbox always remains clear and tidy. When another promotion is planned for the customer or when the customer contacts you in between, the message will automatically appear in the inbox again.
Tagging
Within Belco you use tags to ensure that messages from customers end up in the correct inbox. For example, you can automatically attach a tag to all messages that come in and contain the word 'complaint' that ensures that the message ends up in the inbox with complaints. In addition to automatically tagging messages, you can also do this manually.
Internal notes
Would you like to make a quick note during or after a conversation with your customer? This can easily be done in Belco with internal notes. You can make a note for yourself, but you can also forward a question to a colleague, for example. This way you always plan the right follow-up actions for your customers and work together efficiently within your team.
Forward
Suppose a customer calls you asking where his or her package is. To check this out, you'll want to message the supplier for a status update. In Belco you can easily do this by clicking on 'forward' from the conversation with the customer. You can then immediately send a message to the supplier and when the supplier responds, the answer is automatically added to the conversation. All you have to do is give the customer a status update.
These customers already use customer communication
200+ e-commerce companies and retailers have now found their way to us. And we are very proud of that! Below we highlight a number of our customers and explain exactly what we do for them.
End of this section
This part of the tour stops here. If you have any questions or are excited to try Belco, please feel free to contact us. Would you like to continue with the tour? Click next or one of the other 3 parts to view the rest of the tour.
