OMQ
OMQ is a German SaaS platform that automates business customer service across chat, email, phone, help pages and ticket systems from one shared knowledge base, answering up to 80% of recurring enquiries automatically.
What is OMQ?
OMQ is business software built around a single observation: most customer service questions are asked over and over, and a machine can answer them. Its publisher, OMQ GmbH of Berlin, describes it in its own terms as a SaaS platform for automating customer service processes.
Eight modules share one central knowledge base. The AI Chatbot handles website chat and messaging apps. OMQ Reply reads incoming support email and answers known questions by itself. The AI Voice Bot takes recurring telephone enquiries by voice, with no waiting time. The AI Agent goes further and performs real tasks in the customer's back-office system through an API request, with no human agent in the loop. Around them sit an intelligent help page, a smart contact form, a ticket system assistant and the knowledge base itself. Because all of them read from the same source, one edit propagates everywhere in real time.
The publisher's headline claim is that around 80% of service requests are repetitive, and that its stack removes that share of the inbound volume, rising past 80% once the AI Agent automates entire processes. Intent recognition runs on natural language processing, and the chatbot is presented as self-learning, improving with every interaction. ChatGPT-level answering can be switched on for complex, free-form questions, and automatic translation extends coverage to more than thirty languages, although the site never names them.
Integration is where OMQ becomes unusually concrete: thirty-four named connectors, each with its own page, spanning helpdesks such as Zendesk, Freshdesk, Zammad, OTRS, Znuny and Intercom, email through Gmail, Outlook and Exchange, shop systems including Shopify, Shopware, Magento and WooCommerce, parcel carriers DHL, DPD, GLS, Hermes and UPS, messaging via WhatsApp, Microsoft Teams, Instagram and Facebook Messenger, CRM tools Salesforce, HubSpot and Pipedrive, plus calendars and the ERP platforms Xentral, JTL, weclapp and Business Central.
The offer is strictly business-to-business: the terms exclude consumers and are governed by German law. OMQ commits contractually to 99.5% monthly availability with a public status page, and publishes a downloadable Article 28 processing agreement naming its subprocessors.
What it does
- Answer recurring customer questions automatically in chat and messaging apps
- Reply to incoming support emails without human intervention, around the clock
- Handle repetitive telephone enquiries by voice
- Run whole service processes through an AI agent acting in your back-office system
- Serve one central knowledge base to every channel in real time
- Import an existing website into the knowledge base in a single click
- Escalate the cases it cannot resolve to a human agent
When to use OMQ / When not to
A quick filter to help you decide if OMQ is the right fit.
When to use OMQ
- B2B companies fielding high volumes of repetitive support enquiries across several channels at once
- E-commerce and retail teams already running Shopify, Shopware, Magento, WooCommerce, JTL or Xentral
- Support organisations tied to a helpdesk such as Zendesk, Freshdesk, Zammad, OTRS, Znuny or Intercom
- Logistics-heavy businesses answering parcel-tracking questions through DHL, DPD, GLS, Hermes or UPS
- German and EU companies that need a processor contract, named subprocessors and data hosted in Germany
When not to use OMQ
- Consumers and private individuals: the terms apply exclusively to entrepreneurs under Section 14 BGB
- Very small businesses and solo founders, since the cheapest published plan is EUR 160 per month excluding VAT
- Teams looking for a permanent free tier, because none of the five published plans is free
- Developers who want to read public API documentation before buying, as none is published on the site
- Anyone who needs a mobile app or a browser extension: OMQ ships as a web platform only
How to use OMQ
A typical end-to-end flow, from setup to results.
- Book the free twenty-minute demo, or open a test account to start the fourteen-day trial
- Import your existing website into the OMQ knowledge base in one click
- Connect a first channel: the intelligent help page is the entry-level module
- Review and edit the imported answers from the OMQ back end
- Add the chatbot or the smart contact form so questions are answered in the conversation itself
- Switch on ChatGPT-level answering for complex, free-form questions
- Connect your helpdesk, shop, CRM, ERP or carrier accounts from the thirty-four available integrations
- Plug in OMQ Reply for email, budgeting for the one-off integration fee it carries
- Configure the behaviour modes that decide when the bot answers and when it hands over to a human
- Deploy the AI Agent to execute back-office actions, then follow results in the built-in reports
Pros & Cons
Pros
- Fully public pricing grid, with four priced plans and three commitment lengths spelled out
- Data hosted in Germany on AWS Frankfurt and in Europe on Azure, with subprocessors named
- Article 28 processing agreement downloadable as a PDF without going through sales
- Thirty-four documented connectors, including German-market systems rarely supported elsewhere
- Contractual 99.5% monthly availability, a public status page and a four-hour critical response time
- Explicit portability: structured machine-readable export plus sixty days of read access after termination
- Fourteen-day trial with no onboarding fees, and named references including Deutsche Bahn and Tchibo
Cons
- No permanent free plan; the published entry point is EUR 160 per month excluding VAT
- The Starter plan buys only a help page: no chatbot, no contact form, no email bot
- Extras sit outside the grid, at EUR 100 per additional chatbot plus one-off integration fees for the email bot
- No public API documentation, although the terms license API quotas and the AI Agent advertises an API interface
- More than thirty languages are claimed but never listed, and the plans cap how many you may actually use
- No mobile app and no browser extension; site and interface exist only in English and German
- The chatbot learns from every interaction, yet no opt-out from that learning is documented
Pricing & Plans
There is no permanent free plan. All five published tiers are paid, and the entry point is EUR 160 per month excluding VAT for the Starter plan on monthly billing, falling to EUR 150 per month with an annual commitment and EUR 130 per month over two years. Above it, Essential starts at EUR 490, Business at EUR 1,300 and Corporate at EUR 3,000 per month, each offered on the same three commitment lengths, while the Flex tier is quoted on request. A fourteen-day trial is available and no onboarding costs are charged. Two items sit outside the grid: EUR 100 for each additional chatbot, and one-off integration and connection fees for the email bot.
- one intelligent help page
- unlimited topics and categories
- one help page
- one contact form or one chatbot
- three process automations
- unlimited topics
- 1
- 000 requests
- reports
- three help pages
- three contact forms and the tiers above Essential
- flagged on the site as the customers' favourite
- ten help pages
- ten contact forms
- three ChatGPT-level chatbots
- three email bots
- 25 process automations
- 15
- 000 requests
- reports
- modules chosen individually
- flexible volumes of help pages
- contact forms
- chatbots
- email bots and requests
- up to 32 languages
- individual customisations
- optional dedicated account manager
Data, GDPR & hosting
A consolidated view of how OMQ handles your data.
GDPR overview
GDPR implementation is documented in concrete terms. OMQ GmbH, Stefan-Heym-Platz 1 in Berlin, is named as controller for its website and acts as an Article 28 processor for its customers. An external data protection officer is designated by name, lawyer Marco Koehler LL.M., reachable at support@omq.de; the processing agreement adds datenschutz@koehler-ittner.de and names Frank Lopez as the contact for instructions. The supervisory authority is identified as the Berlin Commissioner for Data Protection and Freedom of Information. A fillable eleven-page processing agreement can be downloaded as a PDF without a sales request; it lists the approved subprocessors and the technical and organisational measures required by Article 32. Data subject rights under Articles 15 to 21 are set out in full. Note that the terms mention ISO 27001 and SOC 2 Type II only as possible audit evidence: OMQ claims no certification anywhere on the site.
Who owns the data?
Under the general terms the customer keeps control of the data it supplies. OMQ acts only as a processor within the meaning of Article 28 GDPR, and the published processing agreement forms part of the contract. Section 10 states that when the contract ends all data provided is, at the customer's choice, either handed over in full in a structured, commonly used and machine-readable format or demonstrably deleted, within thirty days. Read access can be granted for up to sixty further days to ease migration, after which customer data is irrevocably deleted unless a statutory retention duty applies. The licence OMQ grants covers the software only, not the data.
Reuse rights
The terms give the customer an unconditional right to retrieve its own data: no permission is needed, and the export arrives in a structured, machine-readable format that can be reused elsewhere. In the other direction, OMQ processes the material only to run the booked modules and the knowledge base, on the customer's instructions. The processing agreement names two categories: the login data of staff editing the OMQ back end, and the customer texts the application handles. OMQ states that its algorithm strips personal data out of free-text fields before they are stored, while the chatbot keeps learning from every interaction. Separately, the website itself runs analytics and advertising trackers including Google Analytics, Hotjar, PostHog, Smartlook, Leadinfo, Facebook Pixel, LinkedIn Insight Tag, MailChimp, Pipedrive, Calendly and Make; those concern site visitors, not the customer data handled by the product.
Data retention & training
Hosting summary
Hosting is documented in the processing agreement rather than on a marketing page. Three approved subprocessors are named with their server locations: Amazon Web Services in Frankfurt am Main, Germany; Microsoft Azure in Europe; and Lime Connect (Userlike) GmbH in Germany. The terms add that the service runs on OMQ's own infrastructure, that the handover point is the router output of the data centre OMQ uses, and that subcontractors, hosting and cloud providers in particular, may be engaged, their selection and approval being governed by the processing agreement. The privacy policy states that, outside the processing it describes, no data is passed to recipients outside the European Union or the European Economic Area; the transfers it does describe concern website tracking and targeting tools whose servers sit in the United States, covered by EU standard contractual clauses. That same policy warns explicitly that the United States is not a safe third country under EU data protection law. In short, product data stays in Germany and Europe, and the transatlantic exposure that exists relates to the company's own website analytics rather than to the customer service platform.
Things to keep in mind
Risks and trade-offs to weigh before adopting OMQ.
- Renewal is tacit: the contract extends by the same term unless it is cancelled in text form one month before expiry
- OMQ may adjust prices once a year with eight weeks' notice, and the cheaper annual or two-year rates assume you are committed for that whole period
- The chatbot is described as learning from every interaction, with no documented way to exclude your data from that learning
- The terms cite ISO 27001 and SOC 2 Type II only as possible audit evidence; OMQ does not claim to hold either certification
- The privacy policy is dated May 2022 and declares itself applicable to the German site, while the terms are dated April 2026: the two documents are out of step
- The English and German legal notices publish different contact addresses, and the telephone number appears only on the German one
- Automating four fifths of enquiries removes the daily contact through which a team learns what its customers struggle with; dashboards are no substitute for occasionally reading the raw messages
Setup & Integrations
Technical difficulty
Low for the core modules. The website is imported into the knowledge base in one click, the chatbot needs no prior training and ships with ready-made dialogues, and OMQ puts chat integration at about ten minutes; a customer quoted on the site calls the technical integration very easy and fast. Two things raise the bar: the email bot carries one-off integration and connection fees, and the AI Agent needs an API request into your own back-office system, which is development work on your side. Connectors outside the published thirty-four are available on request.
Deployment
Integrations
Behind OMQ
Social
Resources
All the official URLs gathered for verification and reference.
Alternatives
Tools that compete with or complement OMQ.
Frequently asked questions
What does OMQ actually do?
How much does OMQ cost?
Is there a free plan?
Where is the data hosted?
Is a GDPR processing agreement available?
Does OMQ offer an API?
Which systems does OMQ integrate with?
How many languages are supported?
Who is behind OMQ?
What happens to the data when the contract ends?
Should you pick OMQ?
OMQ is a focused and unusually transparent piece of German business software. It does one thing, answering the customer questions that repeat, and it does it across every channel a support team actually uses, from a single knowledge base that keeps them all in step.
Three things set it apart in a crowded chatbot market. The pricing is genuinely public: four priced tiers, three commitment lengths and a clear list of what each one buys. The data story is documented rather than asserted, with an Article 28 processing agreement you can download without talking to sales, three subprocessors named alongside their server locations, hosting in Frankfurt and Europe, and a contractual right to take your data back in a machine-readable format. And the integration catalogue is real: thirty-four connectors, each with its own page, including German-market systems such as Zammad, Shopware, JTL and weclapp that international competitors rarely touch.
The reservations are just as clear. There is no free plan, and EUR 160 per month excluding VAT for a tier that buys only a help page puts the entry ticket well above what a small business will accept. The API is licensed and used by the AI Agent, yet no public documentation exists to evaluate it before signing. The chatbot is advertised as learning from every interaction, and nothing on the site explains how to opt out of that. The privacy policy is several years older than the terms and is no longer aligned with them.
For a mid-sized or larger business in the German-speaking market, drowning in the same twenty questions and already running a helpdesk, a shop system or an ERP that OMQ connects to, this is a serious candidate. For anyone smaller, or anyone needing an API-first product, it is not.
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