customer service by cxb – your partner for modern client support
we help you shape your customer service to be digital, human and cross-channel – with empathy, efficiency and a focus on what truly matters.
whether it’s live chat, email or social media – you get support that doesn’t just respond, it understands.
for customer service that delights instead of delays.
real connection over empty phrases.
our OCEANS model – for excellent customer care
your customer service shouldn’t just work – it should make an impact.
our OCEANS model creates support that’s empathetic, efficient and forward-thinking.
this approach is like the ocean itself: dynamic, deep and powerful – from first contact to long-term loyalty.
you get structure instead of guesswork.
together, we analyse your vision, improve customer interactions and simplify processes.
this turns customer service into a true brand experience – digital, cross-channel and personal.
the goal: customer service that enhances your journey, personalises every touchpoint and makes your brand unforgettable.
o – order definition: identify your customer needs & build a tailored support structure.
c – categorize contacts: analyse your customer contacts & prioritise them meaningfully.
e – establish knowledge base: build your knowledge base & make it easily accessible.
a – arrange technical set-up: connect your systems & integrate tools efficiently.
n – navigate contact handling: manage inquiries & support customers smartly and smoothly.
s – streamline processes: optimise your workflows & boost support efficiency.
with the right customer service, you’re not just offering support – you’re building relationships.
customer service with cxb
your customer service is often the first real contact – and that’s where the brand experience begins.
we handle your customer support – fully or in parts.
live chat, hotline or email support? all seamlessly integrated, guided with empathy and optimised for quality.
whether it’s outstanding availability or digital client care – with cxb, your customer service becomes a true wow factor. we combine efficient ticket handling with emotional communication – for higher customer satisfaction, stronger loyalty, and a service that leaves a lasting impression.
structuring customer service
before we improve your support, we start by getting clear together: who contacts you, through which channels, how often and why?
with these insights, we build your service concept – aligned with your goals, realistic resources, smart workflows and clear priorities. the result? customer service that not only feels good, but actually works – for you and your customers.
contact analysis in customer service
not every customer contact is equally important – and not every one needs to happen at all.
together, we analyse the most frequent contact reasons: where is there potential for automation? what information is missing up front? what’s causing frustration?
from these insights, we shape a customer service that responds faster –
and at the same time becomes more proactive: efficient, empathetic, and a relief for your team.
centralise knowledge & integrate technology smartly
we make your service knowledge usable – structured, searchable and accessible to everyone.
whether it’s an internal knowledge base, helpdesk system or chatbot integration – we connect your knowledge with the right technology. this way, our teams and your staff communicate consistently across all channels – fast, focused and professional.
we make your knowledge usable – digital and personal.
optimising customer service processes
we handle contact management based on clear KPIs – and continuously improve your service processes along the way. this means: fewer duplicate inquiries, shorter response times, and a customer experience that truly impresses.
efficient support leads to satisfied customers, saves resources and strengthens your brand image in the long run.
customer service – first impressions matter
a reliable customer service is a key differentiator today. many underestimate how much the first contact – via email, phone or chat – shapes customer trust. it’s no longer just about fixing issues, but about creating service experiences that leave a lasting impression.
digital customer support doesn’t just respond quickly – it thinks ahead. it boosts customer satisfaction in the long run. and that’s exactly what today’s users want: solutions that are simple, clear and accessible.
if you want to improve your customer service, you should regularly review your touchpoints – for example, by analysing feedback and optimising internal processes. this is how modern customer service is built – one that not only works, but strengthens brand loyalty.
your questions – our solutions
we took over the entire first-level support for a client – within 6 weeks, the average response time dropped by 58% and customer satisfaction noticeably increased.
through systematic contact analysis, we identified 30% unnecessary inquiries for an e-commerce company – after optimising the processes, the total volume dropped by 22%.
by building a structured knowledge base, we increased the first call resolution rate by 35% – and significantly improved the overall service experience.
by unifying ticketing and channel management, we integrate all customer contacts – response times are cut in half, and transparency for both customers and the service team increases significantly.
POV: you work at cxb 📍
🤝 9AM – team meeting
🍴 12PM – lunch break
🎥 4PM – content creation
🌅 6PM – beach therapy
#Marketing #ContentCreation #SocialMediaMarketing #DigitalMarketing #BehindTheScenes #WorkLifeBalance #palmademallorca #cxb
🌒 in wenigen tagen erwartet uns ein ganz besonderes naturschauspiel.
am 12. august richtet sich der blick nach oben: die sonnenfinsternis erinnert uns daran, wie faszinierend unsere natur ist und wie besonders die kleinen momente sein können.
wer von euch wird sie beobachten? schreibt es uns in die kommentare. ✨
#sonnenfinsternis #mallorca #natur #sommer #momente #cxb
stress? welcher stress? 🌴☀️
wenn der arbeitsplatz einfach in palma ist 😎
📍palma de Mallorca
#palmademallorca #marketingagentur #reels #spain #digitalmarketing #cxb
drei fragen. drei ehrliche antworten. 🩵
manche momente verlieren auch mit der zeit nichts von ihrer bedeutung.
dieser moment liegt schon eine weile zurück. wir haben ihn damals gemeinsam mit unserer ehemaligen kollegin lia festgehalten. ihre antworten fühlen sich heute noch genauso echt an wie damals – deshalb möchten wir sie mit euch teilen.✨️
#team #behindthescenes #persönlicheeinblicke #ehrlicheantworten #mallorca #palma #cxb
🥵 3 things to survive the heat
🏖️ beach
🍹 aperol spritz
❄️ air conditioning
that’s the whole strategy.
#mallorca #heatwave #summer #summervibes #aperolspritz #beachlife #airconditioning #mallorcagram #islandlife #worklifebalance #cxb
