Communication with customers
Working from the Shared Inbox
Before we explain how you communicate with customers in practice, it's good to know where all communication in Belco arrives: in the Shared Inbox. Unlike what you're probably used to by now, everything arrives in one inbox: from live chats and e-mails to messages from social media channels. Using handy icons, you can see exactly which channel a message came from.
Plus, the inbox is shared, which means you share it with your colleagues. So everyone can work from the same inbox, and more than one colleague can handle a customer request. Won't this end in chaos? Fortunately not, because you can assign messages to yourself (or others), so everyone knows exactly who is handling the customer question.
Talking to 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, you should first take a look at the picture of our dashboard. On the left you see the Shared Inbox, on the right the customer card and that big box in the middle, that's where you are in conversation with your customer. Again, all communication from the different channels is handled here. So one moment you are chatting live with a customer and the next moment you are sending an e-mail - no hassle with different menus.
And then, of course, a customer can call you. When this happens, a pop-up appears on the right of the screen and you click the green button to take the call. In the pop-up screen, there are two more buttons: 'View customer' and 'Make follow-up'. The first button is used to get more information about the customer and to view his contact and order history. The second button is used to create a follow-up: this can best be seen as a digital post-it on which you can plan a follow-up action in the form of a note.
6 Smart functions in Belco
Divide Inbox into teams
Earlier on this page we told you how the Shared Inbox works within Belco. In addition, 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 message from the customer always ends up in the mailbox of the right employee.
Fast reactions
This feature will save you a lot of time. With 'quick reactions' in Belco, you can give 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 make messages temporarily invisible, so that your inbox always remains neat and tidy. As soon as another action is planned for the customer or when the customer contacts you in between, the message automatically reappears in the inbox.
Tagging
In Belco you use tags to make sure that messages from customers end up in the right inbox. For example, you can automatically attach a tag to all incoming messages that contain the word 'complaint', which ensures that the message arrives in the complaints inbox. Besides automatically tagging messages, you can also do this manually.
Internal notes
Do you want to make a quick note during or after a conversation with your customer? This is easy in Belco with internal notes. You can make a note for yourself, but also forward a question to a colleague, for example. This way you always plan the right follow-up actions for your customers and you work together efficiently within your team.
Forward
Suppose a customer calls you to ask where his or her package is. To check this, you would like to send a message to the supplier for a status update. In Belco, you can do this easily by clicking on 'forward' in 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. The only thing you need to do is give the customer a status update.
These customers are already using customer communications
Meanwhile, 200+ e-commerce companies and retailers have found their way to us. And we are very proud of that! Below we highlight some 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 further questions or are excited to try Belco, feel free to contact us. Continue with the tour? Click on next or one of the other 3 parts to see the rest of the tour.
