In Belbo you can send messages to your customers. For each appointment, the customer can receive confirmation and reminder emails. In addition, you can send your customers direct messages. For technical reasons, most of these messages cannot have attachments. Here you will learn how to send documents to your customers anyway.

Upload the document online

You can use your own website or a cloud solution to upload your documents. After uploading your documents, they can be accessed via a link and downloaded from the internet for users who know the link. An example of such a link is "https://mycompany.de/consultation.pdf".

Link document in customer message

Depending on your use case, you can now link this document in your customer messages.

• If every customer with an appointment should be able to download it, link the document in the confirmation and reminder emails.
• If you want to send this document to specific customers, use direct messages.
• If only customers who have booked a specific service should receive the document, use the "Detailed description" function in your services.

Linking a document in the email message

1. Open the text template in which you want to link the document.
2. Write the text with which you want to describe the document. Use a call to action ("Download now") to encourage the customer to download the document.
3. Select the text that calls for the download.
4. Click on the link icon and enter the document URL.

Linking a document using a reminder email as an example:

Your customers can now download the documents and process them further if needed. This procedure is also suitable if your customers need to read long contracts or treatment information before treatment. By sending the documents in advance, you can save time, even if the customer ultimately only provides their signature on-site.

With the follow-up function, you can display customer files in the calendar to keep important tasks in view.

Add and edit follow-up

1. Within the function

Click on the "Add new follow-up" field.

Set a label and select the customer and the follow-up date. Click "Save".

To edit an existing follow-up, click on the customer name or the label and make the desired changes.

2. Within the customer file

Open the customer file and click on the "Follow-ups" tab.

You can then add or edit a new follow-up as described above.

View in the calendar

In the calendar view, the follow-ups for the respective date appear as a blue flag next to the date.

By clicking on the flag, you will go to the overview of follow-ups for that day. Click on the customer name or the label to edit the follow-up, or use the Options field to delete the follow-up.

Mit der Dokumentenverwaltung können Sie digitale Dokumente zu Ihren Kundenakten hinzufügen, sodass Sie später für jeden Mitarbeiter einsehbar sind.

Read more →

If you want to contact or export selected customer groups, Belbo offers various options to filter your customers.

Customer Status

You can filter your customers by status to selectively contact or export customers.

1. Select "Customers" from the main menu.
2. Click on the desired customer status.
3. Click on "Export" or "Contact Customers" in the lower area of the page.

Filter Customers

You can also filter your customers by other criteria. Click on the desired column header in the customer overview and apply the desired filter.

In our example, customers are filtered who had their last appointment after 01.01.2020.

Then click on "Activate Filter". Customers who match the criteria you selected will be displayed.

Now you can select the "Contact Customers" button at the bottom right and create a campaign in which only the filtered customers are included. After creating the campaign, proceed as described here: Customer Filter for Newsletter

Prevent unwanted customers from booking appointments online.

You can prevent appointment bookings from certain customers based on their email address or mobile number. This is also possible if you want to allow online booking without prior registration. Customers who are already registered can be blocked via the customer file if you do not offer booking without registration anyway.

Use cases:

• Unreliable customers who do not cancel in time or do not pay their invoices
• Customers who harass or stalk employees
• Business-damaging bookings, e.g. by competitors or former employees

Block a customer

In the "Block customers" function, you can block as many customers as you want. If this function is not enabled, you can enable it via "Settings > Add function".

1. Go to Settings > Block customers and click "+ Block customer".
2. Specify the attribute to be blocked. This can be the email address, the mobile number, or both.
3. If necessary, enter a reason for the block so that colleagues can understand the reason later.

Tip:

All data contained in a block must match the person booking. To be safe that the email address can never book again, we therefore recommend entering only the email address and the name in a second rule.

Types of blocks

There are different types of blocks:

1. Customers can apparently book appointments without them being displayed in the calendar
2. Customers receive a message that the booking is not possible (with a freely selectable reason)

Analyze how many of your regular customers had their last appointment in the past. This allows you to quickly and easily assess for individual employees how well they retain your customers.

Customer Loss Analysis

Customer Loss Analysis with Customer Data

This overview shows you which of your customers last visited you during the time period specified in the header area. The displayed frequency gives you insight into how often a customer has visited you. For example, if you want to analyze which of your customers have not visited you for 6 months, you can set the time period in the header to a month that was half a year ago.

In the example above, you can see all customers who had their last appointment in the desired time period. Customer Sarah Fischer visited you frequently but has not appeared since this appointment. It might be worthwhile to contact her directly to encourage her to visit you again. You could also ask for the reason for her absence to improve your service quality.

The detail table can also be filtered by team members. This gives you an overview of which team member served your customers before they stopped coming.