Handling customer questions in your own CRM system
About email integration: answering customer questions in your own system, not your seller account.
Customer questions can be handled in 2 ways:
- via the seller account. Read on this page how to handle customer questions in your seller account.
- via your own CRM (Customer Relationship Management) system.
Answering customer questions through email integration:
With email integration, the customer question is forwarded in an email to the email address listed in your seller account (your general contact address). You can then handle the customer question in your own CRM system. Your response will then be sent directly to the customer.
Do you want to use more advanced features, such as forwarding a customer question to bol? You can do that in your seller account. The email contains a link that takes you directly to the customer question.
Please note!
- Even with email integration, we expect you to respond within 24 hours
- Always respond to the received customer question so that your response 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 correctly.