Entering the Benelux & DACH Markets: 5 CX & Support Pitfalls to Avoid

Estimated read time: 6 min

Thinking About Expanding to Benelux or DACH?

Expanding into Europe sounds exciting — but entering new regions like the Benelux (Netherlands, Belgium, Luxembourg) or DACH (Germany, Austria, Switzerland) without a localized CX and support strategy is a recipe for lost leads and churn.

Here are 5 pitfalls to avoid when launching in these markets:

1. Assuming English Is Enough

While many people in these regions speak English, customers expect service in their local language — especially when problems arise.

✅ Solution: Offer native Dutch- and German-speaking support (via Osmium’s partner network).

2. Underestimating Local Expectations

Benelux and DACH customers often expect:

• Formal, polite communication

• Fast first responses (especially in Germany)

• Detailed documentation

✅ Adapt your tone, templates, and workflows.

3. Copy-Pasting US or UK Support Playbooks

Cultural context matters. Copy-pasting your UK/US onboarding or service process may feel confusing or pushy in Europe.

✅ Localize onboarding flows, refund policies, and outreach cadences.

4. Skipping Local Sales/Support Alignment

Support shouldn’t be an afterthought to sales — especially in B2B.

✅ Set up shared dashboards and feedback loops between sales and CX.

5. Not Building a Regional Support Structure

Whether outsourced or in-house, you need a structure.

✅ Osmium Hub can help you:

• Set up your support function for Benelux & DACH

• Localize workflows

• Train or outsource to regional teams

👉 Book a Market Expansion Call
👉 Download our Local CX Launch Checklist