Your customers get answers about orders and returns, even in peak season.
We handle enquiries on orders, delivery, returns and complaints by phone, email, live chat and messenger – in your shop and ticket system or with our own technology. For promotion days and the Christmas season, we provide additional capacity.
How we take work off your hands in this industry.
We turn complaints into insights for purchasing and logistics.
We record every complaint with its cause and assign it to an error class. In the monthly report, we analyse which topics trigger contacts so that purchasing and logistics can take action. We only grant goodwill within your approved limits, and recurring errors are handled using CAPA logic.
Arrange a call→We handle consumer rights and customer data according to your requirements.
Withdrawal, warranty and refunds follow statutory rules and your policies. We work with approved answers and document every commitment.
Goodwill only within your approved limits.
DPA under Art. 28 GDPR with TOMs.
Promotional calls only with consent under § 7 UWG.
Samples, error classes and monthly report.
Questions from e-commerce.
Question not listed? We reply within one working day.
Our proven project experience is with health insurance funds and in healthcare, and we do not cite references from online retail. For online retailers, we transfer the processes tested there and build up your product and process knowledge during the project start. Only those who have passed a knowledge test and supervised test calls work productively.
We cover phone, email, live chat and messengers such as WhatsApp, Facebook and Instagram. Back-office work such as processing refunds is also included. We work in your shop and ticket system or with our own technology.
Yes, overflow and peak load are part of our services. From contract to live operation, we plan four to six weeks for an overflow, so training and the pilot should take place before the season. You receive the plan for kick-off and detailed planning within five working days of the award.
Only within the limits you set. We store the rules in the knowledge base, and exceptions go to your team in a structured way. Every commitment is documented in your system.
We do not do cold calling. We only carry out outbound calls with a legal basis, which for promotional calls to consumers means prior express consent under § 7 UWG. We make callbacks on ongoing orders or complaints according to your guidelines.
