Written by:
High level customer service for German SaaS / Moderation
Alisa Roskovshenko
Head of Operations Department
Case Study
Company Bio:
Our client is a leading German online marketplace providing a wide variety of free and paid classified ads for the purchase and sale of products and/or services.
Services Provided: AI & Human Hybrid Customer Support, Omnichannel Automation,
Industry: E-Commerce, Marketplace
Support Model: AI-assisted, human-led customer support
HQ: Mannheim, Germany
Size: 100 employees
AI & Human Hybrid Customer Support
Omnichannel Automation
Multilingual Support (chat, email, calls, web, social)
Customized Technical Support
The Challenge:
Our team of dedicated agents was challenged to moderate content in different sections and aspects of the marketplace: Adult content – checking if the content is 18+ if so, does it abide by the rules and regulations, does it belong in this category? Monitoring users and their violations (issuing bans if need be), Spam – Checking if users are using other categories to sell their product/service, checking for multiple and/or fake accounts, Adverts – Monitoring and removing 3rd party accounts and sellers.
Complex Content Moderation
User & Spam Monitoring
Ad & Seller Management
Needed reliable agents to moderate 18+ adult content, ensuring it adhered to category rules and regulations
Required tracking user violations, issuing necessary bans, and checking for spam or fake accounts across categories
Tasked with consistently monitoring and removing 3rd-party accounts and unauthorized sellers
The Outcome:
Pexly assembled a dedicated team of 7 Native German Speakers led by a Team Lead / Trainer covering 24/7 support. As the content moderation is of an “adult” nature, the main achievement was in finding agents that would not only handle the project with maturity and self-discipline, but also make certain that the quality of moderation is kept at (99,9%) and the average handling time per ticket, under 20 seconds (1260 ads per shift in total). The TeamLead was also tasked with providing extra training and mentorship, and creating a bonus for top performance – all of this to ensure high retention and KPI achievement.
Customer Support Quality Score
Customer Satisfaction
Retention Rate
Client Testimonial:
“Pexly’s dedication has led to enhanced ad quality through native speakers, decreased user waiting time, and minimized complaints for the client. The team’s prompt and responsive approach has facilitated a smooth workflow, showcasing their commitment and effective communication skills.”
