Customer service hotline
Product and service questions, account details, tariff and contract specifics, answered from the script.
INInbound
- 01
- GreetingGerman, script-aligned opening
- 02
- DiagnosisFraming the issue with the right questions
- 03
- ResolutionClosure within authority limits
- 04
- RecordingTopic tag, outcome and any hand-over
01Inbound
We run your customer service line in German
An inbound call is your customer's most direct contact with the brand. That is why we build the line as a place where the issue is actually resolved, not as a switchboard transfer.
Our team speaks on your behalf, with your scripts and within the authority limits you set. Call notes, topic tags and outcomes are recorded systematically, so you can see which topic comes up how often.
If capacity needs shift seasonally, we adjust the shift plan together; campaigns, peak seasons and holidays are planned separately.
- Customer service and information line
- Order, delivery and returns questions
- Complaint intake and closure
- Call routing and message taking
02Scope
What we take on in the inbound line
Order and delivery support
Order status, shipment tracking, address changes, returns and exchange processing.
Complaint handling
Taking complaints calmly, classifying them, resolving them or handing them to the defined channel.
Peaks and standby
Extra capacity during campaigns and peak seasons; planning of weekend and holiday shifts.
03Flow
The journey of a call
Every call goes through the same four steps, so quality does not depend on who picks up.
Greeting
Defined opening, identity check and first classification of the issue.
Diagnosis
Framing the need with the right questions and verifying against the knowledge base.
Resolution
Closure within authority limits, or the defined escalation step.
Close and record
Confirming a summary, tagging the topic, recording the outcome and opening any follow-up task.
04Questions
Common questions about inbound
Both models work. Calls to your existing German number can be forwarded to us, or we can set up a separate line for the operation. Which fits is decided based on your technical setup.
Authority limits are defined in the contract. For example, it is set out which decisions on returns approval, discounts or contract changes the team may take, and which are passed to you.
We monitor queue metrics continuously. For expected peaks (campaign, product launch, season) the shift plan is extended in advance. For unexpected peaks a defined call-back flow takes over.
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.