Customer service via chat, answered 24 hours a day
Your customers ask their question whenever it suits them: in the evening, at the weekend, via chat or WhatsApp. Bconnect makes sure someone always answers. Our AI handles the recurring questions straight away; our specialists take over as soon as a conversation needs more than an answer.
- 2,500,000conversations per year
- 24/7available, including outside office hours
- Since 2010of experience in customer contact
Why customer service via chat works faster than calling or emailing
A customer with a question does not want a queue or a ticket number. They want an answer. Chat is the only channel where that can happen immediately, at the moment the question comes up, without anyone having to interrupt their day for a phone call.
- A phone call costs your customer time and costs you an employee who cannot do anything else.
- An email sits there until someone picks it up, and by then the question has often gone stale.
- Outside opening hours nobody is available, while customers tend to look in the evening.
- Every unanswered question is a customer who goes and looks elsewhere.
Bconnect takes over the chat channel: from the first message to the answer, day and night.
Online customer service on every channel your customer uses
One customer sends a WhatsApp message, another opens the chat on your website and a third writes via Facebook. We pick up all three and bring the conversations together in one overview, so nothing is left waiting and nobody has to tell their story 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.
Your email flow can come along too, with the same speed and the same answers.
We connect the conversations to your existing systems, so the information ends up where your team looks for it. See which integrations are possible.
A customer service chatbot that answers 24/7
Most of the questions that come in are questions you have already answered a hundred times. Opening hours, delivery times, warranty, the status of an order. Our AI chatbot handles those straight away, including at eleven in the evening, based on your offering and your terms.
Trained on your business
We feed in your product information, terms and way of working. The chatbot answers in your words, not in those of an off-the-shelf model.
An answer within seconds
No queue, no ticket number, no call-back request. The customer asks their question and gets it answered.
Handing over when it is needed
If the AI cannot work it out, the conversation goes to a specialist or to your own team with the full context. The customer barely notices the handover.
We keep it sharp
Our AI trainers follow the conversations, correct what goes wrong and expand where questions keep coming back. You do not have to maintain anything yourself.
You decide how much the AI is allowed to handle. From fully autonomous to an AI that only does the groundwork and passes every conversation to a person.
Live chat and customer service: where the human takes over
Not every question can be settled with an answer. A complaint, a hesitant buyer, a situation that is just a little different: there you want someone with judgement. Our chat specialists take those conversations over, with everything that has been said up to that point at hand.
- Experienced chat specialists, trained on your offering and your way of speaking.
- Available from 08:00 to 23:30; the AI covers the hours outside that.
- Full conversation context at the handover, so your customer does not have to repeat anything.
Would you rather hand over the entire chat channel instead of just the peak hours? Then outsourcing live chat is the broader story.
Customer service with AI, people, or both
You choose the mix of AI and specialists that fits your flow of questions. We advise on which model works best in your situation.
Specialists run the conversation, supported in real time by AI.
- 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
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
Fully autonomous AI, available day and night.
- 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
Customer 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“In our partnership we keep each other sharp and give feedback. Customer questions are largely picked up properly, and each month a good 45% of the chats held convert into a lead.”
Volvo“Because the lines are short, our feedback is acted on quickly, and Bconnect delivers a healthy number of leads every week.”
AluwdoorsSee 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
What you want to know about digital customer service
Customer service that runs through the digital channels your customer already uses: chat on your website, WhatsApp, Messenger and email. Instead of a phone line with opening hours, you get one place where every question arrives and where both AI and people can answer.
No, and that is a deliberate choice. You decide how much the AI does on its own. With most clients the AI answers the recurring questions, and anything that calls for a decision or for attention goes to a person, with the conversation context included.
We set it up on your product information, terms and way of working, and define what it may and may not handle itself. Our AI trainers then follow the real conversations and sharpen the answers.
Our specialists are available from 08:00 to 23:30. The AI covers the hours outside that, so a question at three in the morning does not sit there until the next day.
Yes. We connect the conversations to your CRM, ticketing system, DMS or stock system, through a direct integration, Zapier or a bespoke link. See the integrations.
This page is about answering questions. If you want to go a step further and also automate the processes around them, such as lead follow-up, email handling, status updates and feedback, then have a look at more return.
That depends on your conversation volume, the model you choose and the channels you use. The pricing page sets out what the price is made up of.