Processing customer inquiries (1st level)
We answer your customers’ inquiries by e‑mail, telephone or chat about orders, products, payments and shipping.
Ticket system & documentation
All requests are recorded, categorized and documented in a professional ticket system.
Returns & complaints management
We handle the initial processing of returns inquiries and complaints according to your specifications.
Creation of a knowledge database (FAQ)
We are building up a structured knowledge database in order to be able to answer queries consistently and efficiently.
Close coordination & reporting
We work closely with you and provide you with regular reports on request volumes, resolution times and common issues.
Flexible service times
We offer flexible service times that are tailored to the needs of your online store and your customers in Berlin.
Increase in customer satisfaction
Fast and competent responses to customer inquiries lead to higher satisfaction and better ratings.
Focus on your core business
You can concentrate on purchasing, marketing and the strategic development of your store, while we take care of the support.
Scalability & flexibility
Our service grows with your store. We can react flexibly to seasonal peaks (e.g. Christmas business).
Professional processes & tools
You benefit from our professional infrastructure and our established service processes.
Cost efficiency
Outsourcing is often cheaper than setting up your own professional customer service team.
A reliable partner in Berlin
We are your local contact who understands your brand and looks after your customers professionally on your behalf.