We are regularly asked whether we can add an internal chat to Belco. Nice idea, but does it really add anything? We don't think so and here's why:
(and how we solve it)
Belco is made for one-on-one customer contact
We have created our tooling to help your customer as optimally as possible and with the right information in the right place. For example, customer data on the customer card or the live shopping cart information. Our software is designed to communicate one-on-one with your customer. You can of course help your colleagues with the best answer via our notes and mentions.
Unnecessary distraction leads to dissatisfied customers
Focus on the customer! When you are engaged in a conversation with the customer, he/she receives full attention. Without having to continuously switch to the internal chat. Do you need help? You can involve your colleague with the notes. By not doing this in a separate chat, everything remains nicely bundled and you can find things again later.
It is better to save your coffee chat for a video call or a physical meeting. Then you also have full attention for your colleague, they deserve that too, right?
Does everything have to be businesslike?
You can make a joke in an internal note, or give an off-topic response. No problem, just keep in mind that if you do this a lot, it will of course pollute the customer conversation. And that means that it will be more difficult for you to find your information later. So maybe it's better to... you guessed it... in the coffee chat.
Coffee chat, you can do that anywhere... we do that in Slack
We use Slack. This can also be linked to Belco. So that, for example, you receive notifications from Belco in your Slack. This way you can chat with your colleague without disrupting the conversation with your customer. And the chance that you send a private message to a customer is also a lot smaller!
