Answering questions in your own CRM system

Customer questions can be handled in 2 ways. Through the seller dashboard or a proprietary CRM (Customer Relationship Management) system.

Answer customer queries in bol seller dashboard:

When a customer submits a question, you receive it immediately. If the question comes in via our customer service, we forward it. The customer question then becomes a request in your seller dashboard that you can answer there.

Answering customer questions via email integration:

With the e-mail integration, the customer question is forwarded in an e-mail to the e-mail address noted in your seller dashboard (your general contact address). You can then handle the customer question in your own CRM system. Your response is then sent directly to the customer.

Want to use more advanced functions, such as forwarding a customer question to bol.com? You can do that in your seller dashboard. The e-mail contains a link that takes you directly to the customer enquiry.

Note:

Even with email integration, we expect you to respond within 1 working day (24 hours)
Always respond to the question received from the customer, so your response to the customer question is logged.
Do not use an automatic message when the customer question comes in, bol already informs the customer that the message has been forwarded in good order.