You're selling on bol.com and orders are flowing in. Great. But with those orders come customer questions — and they pile up fast.
"Where is my order?"
"Can I return this?"
"A part is missing."
"When will this be back in stock?"
Sound familiar?
Most bol.com sellers answer these questions manually through the bol.com Partner Platform. One by one. Copy, paste, switch back and forth. And if you're also reachable via WhatsApp, email, or social media? It's chaos.
**There's a better way.**
---
With [Bugalou](/en), your bol.com customer questions automatically arrive in one central inbox — alongside all your other channels. No more switching between the Partner Platform, your email, and WhatsApp. Everything arrives in one place.
Here's how it works:
Bol.com forwards customer questions via **email**. Bugalou automatically recognizes these emails as bol.com messages — you don't need to do anything special. The order number and customer name are automatically extracted from the email.
1. **Connect your email address** to Bugalou (the address where you receive bol.com customer questions).
2. **Connect your bol.com account** using your Client ID and Client Secret from the [bol.com Partner Platform](https://partner.bol.com) — this is used to fetch order details.
3. **Customer questions appear automatically** in your Bugalou inbox with the bol.com icon, including customer name and order number.
4. **Reply directly** from Bugalou — your response is sent back to the customer as an email via bol.com.
Setup takes literally 5 minutes. [Read the step-by-step guide here](/en/help/integrations/connecting-bol-com).
---
How to improve response times with Bugalou
Many bol.com sellers struggle with slow response times, which can lead to customer dissatisfaction. But how can you improve your response times effectively?
Utilize AI-driven suggestions
Bugalou's AI-driven features allow you to respond to customer queries much faster. When a message arrives, the AI can generate a draft response based on the context of the inquiry, allowing you to send replies without starting from scratch.
**Example:** If a customer asks, "When will my order arrive?", the AI might suggest a response that includes estimated delivery times based on the order details.
Set standardized responses for common inquiries
Identify frequently asked questions and create preset responses. This way, you can respond with just a couple of clicks instead of typing out the same message repeatedly.
| Common Questions | Standard Response Example |
|---------------------------|--------------------------------------------------------|
| "Where is my order?" | "Your order is on its way and should arrive by [date]. You can track it [here]." |
| "Can I return this?" | "Yes, you can return items within 30 days. Here's how: [return policy link]." |
| "A part is missing." | "I apologize for the inconvenience. Please provide your order number and we'll sort it out." |
**Tip:** Regularly review and update these responses based on new customer inquiries to keep them relevant.
Monitor response times
Utilize the analytics provided by Bugalou to monitor your response times and adjust your processes accordingly. If you notice certain types of inquiries are taking longer, consider creating more automated responses or providing additional training for your team.
---
Respond faster with AI suggestions
This is where it gets really interesting. With Bugalou's AI features and [automations](/en/automations), you can respond to bol.com customer questions lightning fast:
AI reply suggestions
For every incoming bol.com message, the AI can instantly generate a draft response for you. Click the AI icon, get a suggestion that matches the customer's question, and adjust it if needed before sending. No more typing replies from scratch — the AI does the thinking, you stay in control.
A customer asks, "Where is my order?" — thanks to the order details in the sidebar, you have the tracking information right at hand. No more switching tabs or looking up order numbers in the Partner Platform.
Customer wants to know what they ordered or has a question about a specific item? The order details are already in the sidebar — product name, quantity, price, everything at a glance.
AI learns your tone of voice
The AI suggestions adapt based on your product information and business rules. Think questions about return policies, warranty terms, delivery times, and more. The suggestions match your brand and style, so your customers get a consistent experience.
Smart assignment to the right team member
More complex questions? Bugalou automatically assigns the conversation to the right team member based on topic, language, or availability. Nothing falls through the cracks.
---
Order details always at hand
One of the biggest frustrations with bol.com customer service: you constantly switch tabs to look up order details.
In Bugalou, every bol.com conversation shows directly in the sidebar:
- **Order number** with a direct link to bol.com
- **Ordered items** — product name, quantity, and unit price
- **Shipping address** — full name, street, postal code, city
- **Billing address** — if different
- **Total amount** in euros
- **Download invoice** — instantly generate and download a PDF invoice per order, including your company details (Chamber of Commerce number, VAT number, IBAN)
No more tab switching. No more copying and pasting order numbers. Everything is right where you need it.
---
One inbox for all your sales channels
Most bol.com sellers also sell through other channels — their own webshop, Shopify, Lightspeed, or directly via WhatsApp and social media.
With Bugalou, you manage **all your customer communication from one inbox**:
| Channel | Automatically in your inbox |
|----------------------|-----------------------------|
| bol.com | ✅ |
| WhatsApp Business | ✅ |
| Instagram DM | ✅ |
| Facebook Messenger | ✅ |
| Email | ✅ |
| Live chat (website) | ✅ |
| Telegram | ✅ |
| Shopify | ✅ |
| Lightspeed | ✅ |
**Example:** If a customer sends a question via WhatsApp about a purchase made on bol.com, you can seamlessly respond without having to switch platforms.
One dashboard. One inbox. Every channel. Discover all [available channels](/en/channels).
---
What does it cost?
Bol.com integration is available on **every Bugalou plan** — including the Starter plan.
| Plan | Price | bol.com integration |
|------------|-------------|-----------------------------|
| **Starter**| €49/month | ✅ Included |
| **Pro** | €109/month | ✅ Included + AI suggestions |
| **Enterprise**| Custom | ✅ Included + all features |
Compare plans on our [pricing page](/en/pricing).
For comparison: an external call center easily costs €2,000–€4,000 per month for a single agent. With Bugalou, you answer customer questions faster, smarter, and at a fraction of the cost. Starting at €49/month.
---
Active in 5 minutes: how to set it up
Step 1: Create a Bugalou account
Don't have one yet? [Start for free](/register) or [book a demo](/en/book-demo).
Step 2: Connect your email
Connect the email address where you receive bol.com customer questions to Bugalou. Bugalou automatically recognizes emails from bol.com and displays them as bol.com conversations — including customer name and order number.
Go to **Settings → Channels → bol.com** and enter your **Client ID** and **Client Secret** from the bol.com Partner Platform. This allows Bugalou to fetch order details shown in the sidebar. [Here's how to find them](/en/help/integrations/connecting-bol-com).
Important: contact bol.com Partner Support to request **customer question delivery via email** to your connected email address. Without this step, Bugalou won't receive bol.com messages.
Step 5: Done!
Customer questions now appear automatically in your Bugalou inbox with the bol.com icon. Optionally enable the AI chatbot to automatically answer common questions.
---
| Metric | Before Bugalou | After Bugalou |
|----------------------------|----------------|----------------|
| **Average response time** | 4–8 hours | < 30 minutes |
| **Manually typed replies** | 100% | ~40% (60% via AI suggestions) |
| **Missed messages** | Regularly | 0 |
| **Time per customer question** | 5–10 minutes | 1–2 minutes |
| **Customer satisfaction** | Inconsistent | Consistently high |
**Example:** One seller reported a 70% reduction in response time after implementing Bugalou, leading to a noticeable increase in positive customer feedback and repeat purchases.
---
Automated emails for shipments, returns and more
Besides answering customer questions, Bugalou also lets you send **automated emails** based on bol.com events. Think of:
Shipment follow-up
As soon as an order is shipped, Bugalou can automatically send an email to your customer. For example, a thank-you message, usage instructions, or a review request — fully branded using the drag-and-drop email template builder.
Return confirmation
When a customer submits a return, Bugalou automatically sends a confirmation email. You can explain the return procedure, indicate expected processing time, or include a discount code to retain the customer.
Review request
Automatically ask customers to leave a review a few days after delivery. More reviews = better visibility on bol.com.
Invoice attachment
With every automated email, you can optionally include a **PDF invoice** as an attachment — automatically generated from the order data, including your Chamber of Commerce number, VAT number, and IBAN.
Product-specific automations
With the **EAN product filter**, you can set up automations that only trigger for specific products. Selling a product that needs extra explanation? Set up an automation that sends usage instructions only for that EAN number.
How does it work?
1. Go to **Automations** in your Bugalou dashboard.
2. Create a new automation with trigger **Bol.com Shipment** or **Bol.com Return**.
3. Choose the action **Send Bol.com Email**.
4. Select your email template, optionally set a delay (e.g., 3 days after shipment).
5. Optional: filter for specific products using EAN numbers.
6. Activate the automation — done!
All sent emails are tracked in the **Execution Log** with statistics on sent, opened, and clicked.
---
Benefits at a glance
- **Save time** — AI suggestions help you respond faster.
- **Miss nothing** — All messages in one inbox, no customer questions overlooked.
- **Order details at hand** — Instant insight into orders and shipments.
- **Automated emails** — Send follow-ups, review requests, and return confirmations automatically.
- **Download invoices** — Generate a professional PDF invoice per bol.com order instantly.
- **Product filter** — Automate only for specific products using EAN numbers.
- **Scalable** — From 10 to 1,000 orders per day without extra staff.
- **Professional** — Customers experience fast, personal service.
- **Affordable** — Starting at €49/month, no hidden costs.
---
Stop manually answering customer questions through the Partner Platform. Bring everything together in one smart inbox, let AI handle the standard questions, and focus on what really matters: selling your products and growing your business.
[Start free with Bugalou →](/register)
Or [book a demo](/en/book-demo) and we'll show you how it works.
---
Frequently Asked Questions
What is Bugalou?
Bugalou is a multichannel customer service platform that integrates various communication channels, allowing businesses to manage customer inquiries from one central inbox.
How does Bugalou help with customer service?
Bugalou streamlines customer service by automating responses, centralizing inquiries from multiple platforms, and providing AI-driven suggestions to improve efficiency.
Can I use Bugalou for channels other than bol.com?
Yes, Bugalou supports multiple channels including WhatsApp, Instagram, Facebook Messenger, email, and live chat, allowing you to manage all customer communications from one place.
Is Bugalou suitable for small businesses?
Absolutely! Bugalou offers various pricing plans, including a starter plan, making it accessible for small businesses looking to enhance their customer service capabilities.
How long does it take to set up Bugalou?
Setting up Bugalou typically takes around 5 minutes, including connecting your email and bol.com account.
---
Gerelateerde onderwerpen
