MJF Partners · Managed Operations Partner for online shops
Your customer service.
Run by us.
Decided by you.
We answer enquiries, process returns and deal with complaints – in your shop’s name. You only decide what truly is your decision.
GDPR-compliant · Hosting in the EU · Personal contacts
Our service concept
Automate. Assess. Approve.
All enquiries arrive at the top. Each stage only resolves what it is allowed to – everything else drops one stage lower. That is why there is less and less further down: routine is handled automatically at the top, special cases are reviewed by our team in the middle, and only what truly is your decision reaches the bottom.
Stage 1 · Automate – Handled automatically
Handled automatically
Anything that clearly follows a fixed rule in your rulebook is handled automatically – with state-of-the-art technology. If there is even the slightest doubt, the enquiry goes to our team.
For example
- Shipment status
- Return within the deadline
- Copy of invoice
Your benefit: Routine enquiries are answered quickly – reliably and always by the same rules.
Stage 2 · Assess – Reviewed by us
Assessed by specialists
A specialist from our team looks at the case, reads between the lines and resolves it within your rulebook – with a sensitive touch and in your tone of voice.
For example
- Return with signs of use
- Complaint
- Upset customer
Your benefit: A person exercises judgement where judgement matters – and you still don’t have to deal with it.
Stage 3 · Approve – Your decision
Decided by you
You decide anything beyond your rulebook – such as goodwill above the agreed limit. We give you a decision card with our briefing for this.
Your briefing contains
- Summary
- Customer history
- Risk
- Proposed solution
- Deadline
Your benefit: You decide quickly because everything important is on one card – and only what truly is your decision.
Why three stages are better than one.
Speed on routine
Simple questions don’t queue behind difficult cases. Your customers quickly get a correct answer.
Human judgement where it counts
As soon as a case needs assessing, a specialist from our team takes over – not a text template.
Your time for your decisions
You only see what goes beyond your rules, and it comes well prepared. Everything else is already done.
Lower costs than a traditional agency
Anything that can be reliably automated is handled automatically. You don’t pay staff hours for this as you would at a traditional agency – our team works where it is really needed.
Managed Operations
You outsource the whole area. And still see everything.
As a Managed Operations Partner, we don’t take on individual tickets but your entire customer service: every enquiry on every channel, with our team and our automations. You can see what is happening at any time – and only decide what goes beyond your rules.
Read the narration in English
Customer voices: Where is my parcel? – I’d like to send this back. – The item arrived damaged! – When will I get my refund? – Can you still change the address? – Hello? Is anyone there?
Are you being flooded with customer enquiries too? We are here for you.
As a Managed Operations Partner, we take over your entire customer service. On all channels, in your name.
You only decide the cases that truly are your decision. Everything else follows our service concept: the 3A concept.
Automate. Whatever clearly follows your rules is handled automatically by our MJF Operations Engine. Immediately, even at night and at the weekend.
Assess. If a case calls for a sensitive touch, a specialist from our team takes over. In your tone of voice.
Approve. Anything beyond your rules reaches you on a decision card. With all the information and our recommendation. One click. We take care of the rest.
Your customers quickly get the right answer. You can see what is happening at any time. And you don’t pay staff hours for routine.
Compliant with data protection law, hosted in the EU, with personal contacts from Freiburg.
Get your time back. Request your free service analysis now.
MJF Partners. Your customer service. Run by us. Decided by you.
How it works
From customer request to your decision.
Choose a case and see how we handle it: green runs automatically, yellow is reviewed by our team, red reaches you well prepared.
Which case would you like to see?
1View:Customer
Example2View:MJF Service
3View:Your online shop
No open decision.
Our technology
MJF Operations Engine.
Our own technology platform for customer service operations. It accepts every enquiry in real time, understands it, checks it against your shop and handles everything clear-cut fully automatically. That makes your customer service scalable – and makes us more than a traditional agency.
- 21:47:03.112enquiry.receivedEmail · “When will my parcel arrive?”
- 21:47:03.204prefilter.passedno newsletter, no auto-reply
- 21:47:03.391request.identifieddelivery status · high confidence
- 21:47:03.520shop.order#1048 · shipped the day before
- 21:47:03.688shipping.trackingdelivery expected tomorrow
- 21:47:03.802rulebook.matchGreen · “Answer delivery status”
- 21:47:04.215reply.draftedin your shop’s tone, with tracking number
- 21:47:04.330limits.checkedno amounts or deadlines affected
- 21:47:04.412reply.sentin your shop’s name
- 21:47:04.413log.writtenvisible in your dashboard
API · Webhooks
Connected in real time
Shopify, Shopware, email, WhatsApp and social media report new enquiries by webhook. The engine retrieves order, shipping and policy data directly through your shop’s interfaces – no typing, no waiting.
Language models
Understands what is meant
Modern language models identify requests, sentiment and missing details – even in long, unclear or angry messages – and write replies in your shop’s tone.
Rules in code
Hard limits instead of gut feeling
Your rulebook is translated into verifiable rules. Deadlines and amounts are checked by the engine in fixed code, not by the language model. If something doesn’t clearly fit, the case goes to our team.
The right model for each task
Simple classifications run quickly and cheaply, difficult cases get a stronger model – and, when in doubt, a person.
Asks for itself
If an order number or a photo is missing, the engine asks automatically. Processing only starts once everything is there.
Filters in advance
Advertising, newsletters, spam and auto-replies never even reach processing.
Around the clock
Green enquiries are answered immediately, even at night, at weekends and during peak loads.
Connected: Shopify and Shopware, other shop systems on request.
Customer service eats up time your shop needs.
Always the same questions
“Where is my parcel?” – dozens of times a day, on all channels.
Returns with many manual steps
Checking, creating a label, waiting for the goods, refunding.
Complaints pile up
And turn into bad reviews.
67% of online retailers name customer service as a current challenge.1
1 Source: Händlerbund (German online retail association), annual study 2026. [Check figure and source before going live]
Services
What we take over for you.
Customer service
Delivery status, orders, product questions, address changes.
Returns management
Returns portal, checks according to your rules, label, refund after goods are received.
Complaint management
Answered personally, properly documented, causes analysed.
How we work
Four steps to takeover.
- 1
Analysis
We look at your previous enquiries.
- 2
Rulebook
Together we define what we may resolve ourselves – return deadlines, goodwill limits, tone of voice.
- 3
Takeover
We reply in your name on all channels.
- 4
You decide
You decide exceptions and receive your report every month.
About us · Made in Germany
A service team from Freiburg.
[Role]
[Role]
With us you have personal contacts instead of an anonymous call centre. We work with fixed response times and take responsibility for every single case – as if it were our own shop.
Security and data protection.
Data processing agreement
A clear contractual basis under the GDPR.
Hosting in the EU
Your data stays in the European Union.
Encrypted access
Access credentials for your shop are stored encrypted and can only be used by our server.
Refunds according to your rules
Exclusively through your own payment account.
FAQ
Frequently asked questions.
Free and without obligation
Request a service analysis.
We look at your previous enquiries and show you what we can take over.
Pricing
Your price depends on volume and channels. After the free service analysis you receive a fixed quote.