Customer Experience
From email and phone to live chat: responsive, on-brand support that improves customer satisfaction, retention, and revenue.
Today, customers expect instant answers and loyalty is harder to earn. That’s why Customer Experience is no longer just reactive support, it’s a growth driver. We deliver multilingual, technology-enabled support with a clear focus on service quality and measurable customer satisfaction. Depending on your needs, we cover the full CX scope: classic customer service, back-office operations and ticket management, pre-sales advice, finance and invoice support, and even IT desktop support. At the same time, we continuously optimize processes and content to reduce incoming requests and resolve cases faster. We automate repeatable tasks where it makes sense, for example with chatbots, intelligent routing, templates, knowledge bases, and reporting. For complex cases, escalations, and quality management, a specialized team with cross-industry know-how and the right human touch takes over. This reduces response times, keeps quality stable, and increases customer loyalty.
General Administrative Support (B2B & B2C)
- Inbound and outbound communication via email, chat, and phone
- 1st and 2nd level support
- Back-office support and administrative tasks
- Multilingual support (German, English, French, Italian + additional languages on request)
This service covers the full spectrum of customer interaction and operational support. We handle requests via email, chat, and phone, resolve standard cases quickly in 1st level, and escalate cleanly to 2nd level when needed. We optimize and automate repeatable tasks such as ticket classification, routing, templates, knowledge articles, and reporting where it makes sense. For complex cases, quality assurance, and exceptions, a specialized team provides the human touch. This keeps your customer experience stable, your operations efficient, and your internal team noticeably relieved.
Pre-Sales & Product Consultations
- Real-time product advice via chat and email
- Friendly, competent first contact for new customers
- Multichannel support with a personal touch
Before purchase, customers need fast, clear answers. We advise in real time via chat and email, guide customers on selection, variants, and availability, and ensure a friendly, competent first touchpoint. We optimize repeatable questions and workflows with templates, knowledge articles, routing, and automation where helpful, so response times drop and advice stays consistent. For complex cases and quality assurance, a specialized team provides the human touch. This builds trust, shortens the path to conversion, and relieves your sales team.
After-Sales Support
- Returns management and warranty support
- Complaint handling and solution follow-up
- Escalation management
- Customer retention through professional problem resolution
After the purchase is where loyalty is won or lost. We handle returns, warranty cases, and complaints, and ensure clear follow-up through to resolution. We optimize and automate repeatable workflows such as ticket categorization, status updates, templates, SLA steering, and reporting where it makes sense. For escalations, exceptions, and quality management, a specialized team provides the human touch. This keeps processes transparent, resolves cases faster, and increases customer retention.
Sales Support
- Support with quote creation, lead qualification, and follow-up
- Coordination between sales teams and customers
- Structured support for small, mid-sized, and large companies
We support sales teams and SMEs with the tasks that take time and often get stuck. We help with quote creation, lead qualification, and systematic follow-ups, and ensure smooth coordination between sales teams and customers. We optimize and automate repeatable steps such as data capture, lead routing, scheduling, templates, CRM updates, and reporting where it makes sense. For complex cases, prioritization, and quality assurance, a specialized team provides the human touch. This keeps opportunities moving, reduces response times, and helps close more deals cleanly.
Why CIIB Customer Support?
Thinking Ahead
We actively think along with your business. By identifying patterns, suggesting process improvements and anticipating customer needs, we help optimize workflows and enhance the overall customer experience.
Process Automation
Leveraging our deep know-how and close understanding of your business, we support you in implementing automated processes wherever possible.
Scalable and Flexible
Whether it’s seasonal peaks, unexpected demand, or growing customer volumes, our team scales quickly and adapts to your needs. You get consistent without compromising service levels or customer satisfaction.
Explore Our Success Stories
Turn Customer Experience into growth
Give your customers a strong experience with scalable, multilingual support. From pre-sales and advice to back office and invoice questions, after-sales and escalations. With automation where it makes sense, and human touch where quality matters.
