Outsourcing customer service: AI where possible, people where needed
Bconnect answers the service questions on your website, WhatsApp and email. AI handles the predictable questions and people take over as soon as needed, with the full context. For dealers, importers and home brands with 5,000 or more visitors a month.
- 2,000+customers
- 9.1customer rating
- Since 2010of experience in customer contact
Service questions also come in at 9pm and on Saturdays
Your customers do their research in the evening and at the weekend. If they get no answer then, they look elsewhere.
- Callers end up in a queue and hang up.
- An email sits there until someone gets to it the next working day.
- A question that goes unanswered goes to a competitor.
With Bconnect, you can always see that you are talking to AI and when a person takes over.
How outsourcing customer service to Bconnect works
1. AI answers the predictable questions
Opening hours, delivery time, order status or an appointment confirmation: the AI answers straight away and always makes clear that it is AI.
2. The AI asks for details
If something is missing, such as an order number, registration number or preferred date, the AI keeps asking until the question is complete.
3. A specialist takes over
If the conversation needs more, a Bconnect chat specialist takes over with the full context, from 08:00 to 23:30. Anything you cannot resolve together goes to your own team.
If the AI doesn’t know, it won’t make things up.
Three ways to outsource your customer service
You choose the mix of AI and specialists that fits your flow of questions. We advise on which model works best in your situation.
AI runs the conversation, a specialist takes over where needed.
- AI answers the recurring questions on its own
- Handed over as soon as a question calls for a decision
- The full conversation context goes along with the handover
- Outside office hours it simply keeps running
A specialist leads the conversation, AI assists.
- Conversations handled by experienced chat specialists
- Trained on your offering, terms and way of speaking
- AI looks up information and supplies suggestions during the conversation
- Strong on sensitive or complex customer questions
For predictable questions such as status and appointment confirmation.
- An immediate answer, at night and at the weekend too
- Consistent answers to frequently asked product and service questions
- Status, opening hours and delivery times answered automatically
- Scales during peaks, without extra staffing
Automating customer service with AI workflows
Let AI handle your email inbox and recurring processes: answering customer questions automatically, appointment confirmations and status updates, with automatic escalation to your team.
AI workflows for your customer contactDigital customer service via chat, WhatsApp, Messenger, SMS and email in one inbox
One customer opens the chat on your website, another sends a WhatsApp or an email. All conversations come together in one overview, so nothing is left lying and nobody has to explain the same thing twice.
Live chat
Answer questions while your customer is on your site.
WhatsApp Business
The channel your customer already has open every day anyway.
Facebook Messenger
Questions coming in via your Facebook page, in the same inbox.
Email and SMS
Your email and SMS land in the same inbox too, with the same speed and the same answers.
Bconnect connects to your CRM and DMS, and to more than 2,000 other systems. See which integrations are possible.
What you get when you outsource your customer service
A knowledge base we build together
Together we put your product information, terms and working methods into a knowledge base. That is where the AI gets its answers.
A dedicated point of contact
One contact person who fine-tunes the scripts, the knowledge base and the mix of AI and specialists with you.
A support system
Find chats, give feedback on an answer and update FAQs, all in one place.
A transcript after every conversation
After every conversation you receive the full transcript by email.
Dutch, French and more
Our specialists hold conversations in Dutch and French. The AI takes care of other languages.
Available from 08:00 to 23:30
Our specialists are available seven days a week. Outside those hours, the AI handles the questions.
External customer service for dealers, importers and home brands
Bconnect works for websites with 5,000 or more visitors a month.
Automotive
Customer service for dealers and importers
MOT and workshop questions, the status of the car and a test drive outside showroom hours: the AI handles it straight away, and a specialist takes over where needed.
See our approach for Automotive
Home & Living
Customer service for home brands
Questions about delivery time, assembly and the status of a quote get an answer straight away, including in the evening and at weekends.
See our approach for Home & LivingCustomer service that customers notice
“There were teething problems at the start, of course, and that is normal. What matters is that they are then handled well, and Bconnect did that very well indeed. We are very happy with the transparency.”
Jaguar Land Rover BeNeLux“We started at a high level right away and that pleasantly surprised us. We really did have leads straight away, and sales that came out of the chat too.”
Hedin Automotive“Chat is a strong addition and a trend with potential. Bconnect is part of the furniture here now: we got through the start-up phase well and everything runs smoothly.”
Kleyn Trucks“It's as if we're always online, without it costing us any extra work.”
ALKU“Our customers get a human, friendly response outside office hours too. Bconnect understands our tone of voice and we receive more leads and fewer calls and emails.”
Select Windows“Chat puts us in touch with our audience quickly. With the advantage of a fast reply and, in substance, the right answers, information and advice.”
Ploeg KozijnenSee what happens in your customer contact every day
Every conversation yields information: which questions keep coming back, where customers drop off, how quickly answers are given and what comes out of a conversation. That is in your dashboard, not in a monthly report you receive afterwards. We use that same data to sharpen the answers.
- Track response time, number of conversations and customer satisfaction
- See which questions come back most often
- Conversation history per customer, for the AI as well
Frequently asked questions about outsourcing customer service
Yes, because we build the knowledge base together with you: product information, terms and working methods. Your dedicated contact keeps it up to date when something changes. If an answer is not in it, the AI does not make anything up and a specialist takes over.
Then the AI does not make anything up. It asks follow-up questions until the question is complete and hands the conversation over to a Bconnect chat specialist with the full context. Anything you cannot resolve together goes to your own team.
The price depends on your conversation volume, the model and the channels you use. Bconnect works for websites with 5,000 or more visitors a month. The pricing page sets out what the price is made up of.
That mainly depends on how quickly the information for the knowledge base is available. You supply product information, terms and working methods, and we set up the AI and the chat. After that, your dedicated contact fine-tunes things, so it stays little work for you.
Yes. Bconnect connects to your CRM or DMS. See the integrations. We sign a data processing agreement with you, and the data is stored on our own servers in the EU.
Yes, with AI workflows. The AI handles customer questions by email, appointment confirmations and status updates automatically, and anything that needs more goes to your team. Read more about AI workflows for your customer contact.
This page is about your entire customer service: AI and specialists together, on every channel in one inbox. If you only want to hand over the chat on your website completely, take a look at outsourcing live chat.
Book an intro call
In half an hour, you will see which model fits your service questions.
Prefer to chat right away? Ask your question bottom right, and you will be talking to AI and a specialist.