Live chat

Within Belco, all communication from different channels comes into one clear system, including your chat conversations. You can respond quickly to customers and also read previous communications or view a customer's order history. The ability to respond quickly is especially important: this way you can give customers the information they need and a question or problem is handled quickly. Check!

In Belco you can link your live chat to our customer service software in a few simple steps. All live chats are then received via Belco and can also be answered there.

To make it even easier for you and to ensure that communication with your customer runs smoothly and efficiently, we have added a number of smart live chat functions to Belco. Below we explain a number of them.

1. Customize your widget

The widget is the pop-up window that a customer sees on the website or webshop where chatting can take place (often at the bottom right of the page). The Belco widget for live chat can be configured entirely to your own taste. This includes adjusting the colors to your corporate identity, determining predefined answers in your own tone of voice or adjusting the language. ‍

2. Customer recognition

“Hello Mrs. Jansen, I see that you have a question? Is it perhaps about the order that is still open?” When a customer's customer details are known, for example because an order has been placed previously, you will immediately see all the important information about this customer appear on the screen. This not only ensures that you can help the customer quickly, it also gives a conversation that extra personal touch. ‍

3. Set triggers

Another way to make communication with your customer even more personal is to set triggers. Consider, for example, a 'welcome back' message when a customer visits your webshop again or ask a customer who has been on the payment page for some time if he/she could use some help. ‍

4. Assign chat to a colleague

Does a customer have a specific question that you cannot answer, but do you know a colleague who knows everything about it? Then simply assign the chat to a fellow customer expert. ‍

5. Service outside opening hours

When a customer asks a question outside opening/service hours, they will be asked for an email address. When you are able to answer the chat, the customer will immediately receive an email that you have responded. Would you rather tolerate the live chat outside opening hours? No problem, choose the option to only show the widget during opening hours.

5. Co-browsing

Suppose a customer can't figure it out on their own. You then have the option to view the customer's screen within Belco: we call that co-browsing. This way you can optimally relieve a customer's worries.