E-mail handling
Managing the inbox as a queue, prioritising by response time target and tagging by topic.
TXTWritten channel
- 01
- Queue controlPrioritised by response time target
- 02
- Template + personalisationGerman, case-specific
- 03
- ProcessingOrder, return and data update
- 04
- Record and reportTopic tags and volume analysis
01Back office
The same language quality in writing
A large share of customers would rather write than call. The written channel is no more forgiving: typos, late replies or messages that feel copy-pasted all land on the brand.
We handle e-mail, live chat, contact forms and messaging channels in German. Reply templates are prepared with you, but every response is personalised to the case at hand.
Alongside written channels we can take on back office tasks such as data entry, order and returns processing, documentation and reporting.
- E-mail and form handling
- Live chat and messaging
- Orders, returns and data entry
- Documentation and reporting
02Scope
Written channels and back office in detail
Live chat
German-language handling of website and in-app chat, including concurrent conversations.
Processing and data entry
Transactions such as orders, returns, subscriptions and address changes, executed in your system.
Reporting support
Volume analysis by topic, extraction of recurring request causes and regular summary reports.
03Flow
How a written request is handled
In written channels consistency is measured alongside speed; every request follows the same flow.
Classification
Determining the topic, urgency and the type of processing required.
Response
A case-specific, language-checked German reply built on an approved template.
Processing
Carrying out the required system transaction and reporting the result to the customer.
Tagging
Recording topic tag and outcome — the data basis for reporting.
04Questions
Common questions about written channels
We set a separate target per channel. For e-mail it is usually expressed in hours, for live chat as a first response time in seconds. Targets are written into the contract and reported.
Templates are prepared with you and signed off by you. Even so, every reply is personalised to the case: never making the customer feel they are reading a template is our basic rule.
Yes, and that is usually the preferred model. When one team handles both, customer history sits in one place and repeated explaining disappears.
Let's plan your German-language customer communication
Inbound, outbound, technical support or written channels: we put together a fitting setup, team plan and service levels within a short time.