Customer service
Customer service for online sellers – friendly and reliable
Product questions, orders, delivery status, returns and complaints: we answer your customers’ enquiries on your behalf – clearly, kindly and according to your rules.
Starting point
Is your inbox overflowing?
Every customer question deserves a good answer. In day-to-day business that takes a lot of time – especially when enquiries come in through several channels.
Typical time-wasters
- Answering the same questions again and again
- Messages on several marketplaces and by email
- Returns and complaints are left waiting
- Replies written under pressure between other tasks
- No consistent tone towards your customers
Services
Enquiries we handle for you
Clear, understandable answers are part of good service. We take the load off you in day-to-day business.
Product questions
We answer questions about features, condition or contents based on your product data.
Order enquiries
Questions about orders, payments and invoices are handled according to the workflows we agree with you.
Delivery status
We provide information on shipping status and keep buyers informed in case of delays.
Returns
We handle returns according to your return policy – from the request to agreeing the next steps with you.
Complaints
We take complaints seriously, clarify the facts and suggest a suitable solution to you.
Coordination with you
What we handle ourselves and what we clarify with you is agreed together in advance.
Your benefit
Happy customers, a clear head
Your buyers feel well looked after – and you only deal with what really matters.
Answers that fit
Your buyers receive friendly, understandable answers that really address their question.
Your tone, your line
We write in your company’s tone and follow your rules for returns and goodwill.
More time for you
You only decide the cases that genuinely need your decision.
Communication
Answers your customers can rely on
Technical details – such as whether a part fits a vehicle – are based on your product data. If something is open, we clarify it with you briefly and then give a definite answer.
Our principles
- Friendly and professional, without empty phrases
- Understandable answers that address the question
- Technical details from your product data
- Goodwill and refunds according to your rules
- Questions to you bundled rather than one by one
Process
How we get started together
Clear rules from the start – so your customers always get the right answer.
Enquiry
Tell us which channels enquiries come through and which topics come up often.
Agreement
Together we define workflows, responsibilities and your rules for returns and goodwill.
Implementation
We answer enquiries according to these guidelines and clarify special cases with you.
Ongoing support
We report recurring questions back to you, so listings and workflows keep getting better.
FAQ
Questions about customer service
Do you reply on our behalf?
Yes, if you wish we reply in your company’s name via your seller accounts or your inbox. We agree the access with you.
Which channels do you handle enquiries on?
Via the messaging functions of the marketplaces you sell on and via your email inbox.
Who decides on refunds?
You do. We act according to the rules you set and pass cases outside those rules to you for a decision.
Which languages do you reply in?
We reply in English and German.
Can we start small?
Yes. You can begin, for example, with one channel or certain types of enquiry and extend the scope later.
Next step
Your customers in good hands
Tell us which enquiries you receive. We will suggest how we can take the load off you.