All your customer contact in one omnichannel platform
Your customer decides how to get in touch. One time through the chat on your website, the next time through WhatsApp, and then once more by email about the same question. Without an omnichannel approach, that is three separate conversations with three different people.
Bconnect brings those channels together in one platform and runs the conversations with Dutch-speaking agents. Your customer notices nothing of switching channels, and your team always sees what was said before.
What an omnichannel platform solves in practice
Separate channels cost time in places you do not see. A colleague searching three screens for the previous conversation. A customer who has to explain their question all over again. A message that arrives on one employee’s phone and reaches nobody else.
An omnichannel platform removes those three problems at once:
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One conversation history per customer.
Everything said before is in one place, whichever channel it came in through. Whoever takes over the conversation is up to speed in five seconds.
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One workspace for your team.
No separate apps per channel. Chat, WhatsApp, Messenger and email arrive in the same inbox, with the same way of working and the same handling.
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One place where nothing gets left behind.
A conversation nobody picks up stands out. So does a message outside office hours.
The channels where customers can reach you
Live chat
The channel where first contact usually starts. A visitor who hesitates on your product page would rather ask their question in a window than on the phone. See also the chat function on your website.
WhatsApp Business
Low-threshold and personal, and the conversation stays on your customer’s phone. Good for follow-up after the first contact.
Facebook Messenger
For businesses with an active page and an audience that is already there.
The channel where the longer questions and the attachments come in. In the same overview as the rest, so an email about an earlier chat does not end up on its own.
Omnichannel customer service
without hiring extra staff
Opening more channels normally means arranging more staffing. Longer opening hours, evenings, the weekend. That is exactly why many businesses stick to one channel.
At Bconnect, the staffing is part of the service. Our specialists run the conversations on every channel, in your tone of voice, based on the knowledge we record together. Your team focuses on the conversations that matter in substance. That gives you digital customer service on all your channels without arranging the staffing yourself.
Three ways to set that up
Operator Assisted AI
Specialists run the conversation, supported in real time by AI.
- Conversations run by experienced conversion specialists
- Specialists trained in lead generation and conversion
- AI speeds up answers and provides suggestions
- Strong with high-value leads
AI First + Human Handoff
AI runs the conversation, a specialist takes over where needed.
- Handover to a specialist as soon as AI gets stuck
- Smooth transfer with full conversation context
- Better customer experience and higher conversion
AI Only
Fully autonomous AI, available at all times.
- Immediate follow-up, day and night, with no waiting
- Consistent answers to common product and service questions
- An appointment or quote proposal automatically
- Scalable and cost-effective
You can read more about the fully automated side under AI chatbot. If you want to hand over customer service as a whole, then outsourcing customer service is the broader version of this.
One inbox instead of an omnichannel contact centre
For most organisations, setting up an omnichannel contact centre is heavier than the problem itself. You buy software, you configure routing, you recruit and train people, and you build rosters for the hours when things are quiet.
Omnichannel customer contact is also available as a service. You stay in control of what is said, and we take care of the staffing, the technology and the follow-up.
What you keep deciding yourself
The tone of voice, the answers, the handover rules and the moments when a conversation goes to your team.
What we take care of
The agents, the rosters, the software, the integrations and the reporting.
What comes out of it
Conversations that have been handled, leads that have been qualified and an overview of what is going on with your customers.
The omnichannel software and what is in it
The software is part of the service, not a separate product you buy on top.
Shared inbox
All channels in one overview, with the full history per customer.
Knowledge base
The answers, the product information and the agreements are recorded in one place, so every agent says the same thing.
Dashboards
What comes in, what it is about, how quickly it was picked up and what it delivers.
Proactive triggers
Starting a conversation at the moment it makes sense, for example when someone hesitates on a product page or after a second visit.
Omnichannel solutions that fit what you already have
An omnichannel approach that sits next to your CRM instead of inside it still leaves you with two systems. That is why we connect to what is already running: your CRM, your ticketing system, your stock system or your DMS.
A conversation we wrap up lands as a lead, ticket or note in the place your colleagues already look. See which integrations are possible.
One hub for all your systems
How it works in the automotive trade and for home retailers
Automotive
A visitor starts with a question about a used car in the chat, then sends a photo of their trade-in on WhatsApp and finally calls the salesperson. Without omnichannel, that is three separate contacts.
See omnichannel for car dealersHome & Living
With kitchens, window frames and garden rooms, the research phase takes weeks and the customer comes back several times with new questions. The conversation history is then the difference between starting over and carrying on.
See chat for home retailersWhat an omnichannel approach costs
You pay for conversations held, not for software that sits unused. What a month costs depends on the number of channels, the opening hours and the number of conversations.
See the pricing, or have us work out in a consultation what it means for your situation. If you want to know what happens on the revenue side, take a look at more return.
This is what we deliver for real businesses.
From importers to family businesses in Automotive and Home & Living. These are the results in practice.
Jaguar Land Rover
Showrooms shut, trade fairs cancelled. A new flow of online leads was needed fast. With managed chat across every make and model, chat became a permanent lead source for the dealers.
“Quotes are the best leads for us; that's where most of our sales come from.”
Jaguar Land Rover Benelux
Frequently asked questions about omnichannel
Omnichannel means that all your contact channels connect to each other, so a customer can switch channels without starting over. Explained in more detail in what omnichannel means.
With multichannel you offer several channels, but they are separate from each other. With omnichannel they share the same history and the same way of working.
No, and we usually advise against it. Most clients start with live chat and WhatsApp, because that is where first contact comes from and because those two quickly show you which questions really matter. Only when they run smoothly do we add a channel, and then based on what your customers actually use rather than what is technically possible. A channel that is open but answered slowly costs you more than a channel that does not exist.
Both are possible, and most organisations sit somewhere in between. In the Operator Assisted AI model, our agents run the conversations and AI supports them with suggested answers. In AI First + Human Handoff, AI picks up the first question and an agent takes over as soon as the conversation gets into substance. With AI Only, everything is automatic, which works for questions that lend themselves to it. Whatever you choose, you decide the tone of voice, the answers and the moments when a conversation goes to your own team.
Yes. We agree the staffing and the opening hours in advance and they are part of the service, so you do not have to roster anyone yourself. A share of the questions comes in precisely outside office hours: someone browsing on the sofa in the evening, or comparing options at the weekend. Those are the moments when an unanswered message is the biggest opportunity you miss.
In most cases, yes. A conversation that is wrapped up lands as a lead, ticket or note in the system your colleagues already look at, so there is no second place that nobody keeps up to date. Exactly which integration is possible depends on the system and on what you want to pass on. See the integrations or put your situation to us in a consultation.
That depends mainly on how quickly the content is ready, not on the technology. The script is usually on your site within a day. The time goes into recording the answers, the tone of voice and the handover rules, and into training the agents on your product. The sharper the first version you supply, the shorter the run-up. After that it is a matter of fine-tuning, because the questions that come in are never exactly the ones you thought of in advance.
It simply stays. Omnichannel customer contact does not replace your phone line; it catches the questions that would otherwise come in by phone or not be asked at all. In practice, clients see the number of simple calls fall, while the conversations that remain are more substantive.
Another question? Get in touch