Your emails and letters are answered on time and traceably.
We handle enquiries by email, contact form or letter in your ticketing system or with our own technology. Every reply is documented, every deadline recorded.
This is how an enquiry becomes a closed case.
Review and assign incoming mail
Each message is categorised by topic and urgency and given the deadline you have set for that type of enquiry.
Reply with approved text modules
We reply using approved text modules from the knowledge base and adapt them to the specific case.
Close or hand over
Closed cases are documented in the system. Anything that needs your specialist department goes to your team with a case summary and a follow-up date.
Written customer service needs clear rules.
Deadlines in view
We agree processing deadlines for each type of enquiry with you. Internally, we manage against tighter early-warning thresholds so that no deadline expires unplanned.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about email customer service outsourcing.
Question not listed? We reply within one working day.
Yes, if you wish, we work in your system. Alternatively, we bring our own technology. What matters is that your team finds every case and every reply in the system it already uses.
Applicants already write two short texts in German during the application process, and the minimum requirement is German at C1 level. In operation, we check replies in samples for accuracy and documentation quality, and sensitive cases under the four-eyes principle. We address recurring errors using CAPA logic.
Each type of enquiry is given a deadline that we agree with you. The team prioritises by deadline, and internal early-warning thresholds show early on when a backlog is building up. Processing time is part of the monthly report.
Yes. Letters can be digitised through our inbound mail service and then handled like emails. On request, we also write replies as letters using your templates.
We only disclose sensitive data after identification and within your guidelines. Where unencrypted email is not sufficient, we refer to the agreed secure channel, such as your customer portal or a callback.
