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Citiblum International

Citiblum International

GET TO KNOW US

Citiblum international is 360 degrees multichannel customer care provider.

 

We believe that fantastic people make a fantastic company. This is why we are so dedicated to finding and attracting the best-class talents to work for our company. Our fantastic team consists of young, creative and educated professionals, experienced in their fields of activity, open to continuous learning and personal development in order to thrill our clients’ customers.

UNDERSTANDING – Magical ingredient!

We take time to understand our clients’ business and goals, but our client’s customers always come first. We need to gain an in-depth understanding of our clients’ customers in order to increase the overall performance of our clients.

Being dedicated to your success! We know this is imperative for us because we want to become your true long term partner. Together, we will find a window of opportunity for your growth and development.

Thrill your customers by overcoming their expectations using CBI’s customer care!

OUR TEAM

Sasa Kabiljo

Founder and CEO

Mr. Kabiljo holds a bachelor degree in International Management from Faculty of Management, Braca Karic University. He has served as Director of Digital OC, company in charge for on-line marketing, customer service, and search engine optimization. He has been working also as Administrative Manager at Kutchers company, where he was in charge for contact with clients, partners, local and foreign companies, as well as administration of the whole company.

Branko Pilic

Technology Consultant

Mr. Pilic has received his bachelor degree from Faculty of Management, Braca Karic University, and his Graduate certificate degree in Financial Planning and Wealth Management from Kogod School of Business, American University, in Washington, DC. He has also received advanced certificates in Equity, Fixed Income, FX and Commodity Essentials from Bloomberg. He is a member of CFA Society of Washington, DC and Financial Management Association. Besides being an expert finances, Mr. Pilic has an outstanding experience with technology issues. First and foremost he headed up Investment Bell, an online dynamic platform which provided financial and technical information, application, models and other tools as an aid in investment decision making. Additionally, Mr. Pilic has managed client’s funds via the Think or Swim platform as well as the Wall Street, NYSE

Adriano Madella Amadei

Operations Consultant

Mr. Amadei is an expert in the gaming and customer care industry. He began his career at Eurobet in 1995, one of the first companies to accept bets via Internet in 1996. With more than 15 years of experience and being active in the international gaming sector Adriano has worked for some of the largest organizations in the industry such as GTECH S.p.A, Lottomatica, Spielo International, International Game Technology (IGT), Gala Coral Group and Virgin Games. His knowledge and experience provide great insight and sound advice to all segments of CBI’s operations.

Ivan Stefanovic

Business Development Manager

Mr. Stefanovic holds a Ph.D. degree in Strategy and Organization from Faculty of Organizational Sciences, University of Belgrade. His expertise covers strategy development, process and structure optimization, and organization design. He has been working as Director of Organization Design Sector at Petroleum Industry of Serbia (NIS a.d. Novi Sad). Currently, besides being a Business Development Manager at Citiblum International, he is also a Research Associate at Economics Institute in Belgrade. Mr. Stefanovic has authored and co-authored various articles and symposium papers.

THRILL YOUR CUSTOMERS

The main trait of contemporary markets is that almost everything may be replicated. If you have an outstanding product or service, superior business process, cutting edge technology, ownership over scarce resources, or some other source of competitive advantage, you will probably learn very soon that true sustainable competitive advantage becomes rare and declining in duration. In the world where almost everything becomes a commodity over time and where everything can be imitated, the focus of competitive advantage is shifting from the value you are providing to your customers toward the quality of relationships you manage to build with them. Good quality relationships with your customers will transform them from occasional buyers to emotionally attached and loyal partners.

Don’t let anything to chance! Allow us to take care of your relationships with your customers and you can focus on what you do best in order to provide them good quality products or services. We will do our best to help you overcome your customers’ expectations by providing them cutting edge multichannel customer service. Let us bring the future of customer care into your day-to-day business. You will notice in no time an increase in satisfaction of your customers with your products or services. In turn, this will help you build a stronger brand and decrease your advertising expenses due to the high volume of a positive word of mouth your products or services will receive.

24-7 Intouch indicates loyalty and transparency in strong relationships with customers, clients, partners, and employees. Take a look at our offer and choose the best possible solution for your company. Let us take care of your relationships with your customers. You will increase your overall performance for sure!

Take a look at our offer

WHY CHOOSE US

We are experienced in creating a Feel Good Factor

The most important KPI in Citiblum customer care service is the one that is often referred to as a “Feel Good Factor.” Basically the goal is not only to help customers to have a good experience, but to offer them an outstanding experience that exceeds their expectations.

How we do it?

We create a Feel Good Factor in two basic steps:

1. We are trying to get to know your customers

Knowing your products/service is the necessary, but not sufficient condition in boosting your sales volume. If the product/service is superb in terms of perceived quality/price ratio, it will create a Feel Good Factor at least at the beginning. On the other hand, creating a Feel Good Factor over and over again is a very complex task. To do this, you need to move away from your products/services and get to know your customers really good. You need to learn their needs and expectations. This is what we are great at.

2. We anticipate customers’ needs and thrill them

Nothing surprises your customer more than an agent going an extra mile to help them. Therefore, CBI will not just learn current needs and expectations of your customers, but will also anticipate what they will be thrilled with. CBI’s agents always look for ways to go above and beyond the expectations of your customers. In doing so, CBI’s agents help your customers learn that you care about them, which will create a Feel Good Factor in effect.

Comparison between classical customer care/call center and CBI customer care:

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FACTS ABOUT US

Our experience in working with different industries has helped us learn the basic ingredients of an outstanding customer care. We have gradually developed a unique style in customer care. Our agents live by a four basic principles:

1. Act like a true friend would with respect, but the style of conversation is adjusted to the product/service and industry
2. Listen what customer is saying while not making any assumptions
3. Speak with customers about not work related things and get to know him
4. Seek for a WOW in every chat

WOW is when you give a customer MORE than he actually expects from you. Sometimes it can be just one unusual sentence which will make a customer remember the agent and the company (higher chances to come back).

Check Out how we create a WOW effect! Read the following comparison of recorded conversations between CBI and another customer service agency.

Retail Industry

The Other agents
CBI Agents
You are now chatting with ‘Agent’
Agent: Hey, what’s up? How can I help you today?
Customer: Hello, i m your big fan and i have in my collection more than 50 t shirts, however i wanted to purchase some right now but i don’t see t shrits with brand name on them
Agent: What shirts are you looking at
Customer: Muscle, like you used to have few months ago
Customer: with company sign.
Agent: We actually do not have any of these on stock right now
Customer: i see you changed a style and i totally dislike that.
Customer: however, is it just currently or?
Agent: Yes this is currently
Customer: ok, now i feel better :)
Customer: btw, where you are based, you are very kind
Agent: Florida
Customer: Great place to be :)
Agent: is there anyway else I can help you?
Customer: No thank you, I do like your products however your support could be more flexible, have a great day and merry Christmas.
You seemed to be getting along okay so I’ve moved on to helping other customers. You can always re-start the chat by using the ‘Chat’ button on the right-hand side.
You are now chatting with ‘Agent’
Agent: Hello, it’s a great pleasure to have you here with us.
Customer: Hello, i m your big fan and i have in my collection more than 50 t shirts, however i wanted to purchase some right now but i don’t see t shirts with brand name on them
Agent: It’s really nice to hear that you are our big fan, we will do our best for you to stay forever with us :)
Agent: Please, let me know what shirts are you looking for?
Customer: Muscle, like you used to have few months ago
Customer: with company sign.
Agent: I’m really sorry, however at the moment we don’t have any of these on stock.
Agent: In a meantime, till we don’t get again please find below a link where you can check our new collection for 2015.
Customer: i see you changed a style and i totally dislike that.
Customer: however, is it just currently or?
Agent: Yes, just a currently management decision. I will make sure that your feedback goes straight to them and hopefully soon, you can increase your collection.
Agent: Could you please provide me your e mail address so I can make a note and inform you once we get those shirts?
Customer: ok, now i feel better :)
Customer: btw, where you are based, you are very kind
Agent: We are based on Florida, have you ever been there?
Customer: Great place to be :)
Agent: If there is anything else you need or have any question? 
Customer: No thank you, I do like your products however your support could be more flexible, have a great day and merry Christmas.
Agent: Have a good one, feel free to contact us anytime.
Chat ended by player.

 

Gaming Industry

The Other agents
CBI Agents
You are now chatting with ‘Agent’
Agent: welcome, How I can help you 
Player : thank u good to be here and chatting to u
Player: how was your day?
Player : so, what promo do we have to offer me
Agent: I am fine thank you, very busy right now.
Agent: As you know, we have some bonuses for you
Agent: How much funds you are planning for today  
Player : say 25
Agent: Ok, let me see what bonus option you have, I will be right back
Player : ok
Agent: I am back. You are eligible for 50% today bonus on your deposit 
Player : ok I might have 50 and that all so what can u do for me
Agent: that is nice. In that case I will be able to issue you 70% bonus for your deposit of 50 dollars
Player : ok so 70 bonus can we swap for free games
Player : so that an extra 35
Agent: That will be 35 dollars extra you’re your account
Player : ok sweet ill deposit now
Agent: Let me know once you are done and I will issue you a bonus amount
Player : this isn’t going to work I cant deposit using a card
Agent: As I can see, you have an Envoy poli account , please try that payment option
Player : all done
Agent: Great, you are now ready to enjoy playing our games
Player : ok thank u
Agent: Thank you for chatting with us, goodbye!
*Chat session has been terminated by the site operator.
You are now chatting with ‘Agent’
Agent: Welcome, great to have you on chat.
Player : thank u good to be here and chatting to u
Player: how was your day?
Player : so, what promo do we have to offer me
Agent: I am great thank you so much for asking, hope that you are as well. Agent: And as I can see you have some lovely bonuses today from which you can take advantage.
Agent: Is there a certain amount that you have in mind today?
Player : say 25
Agent: That is perfect.
Agent: It will take a few moments to check for the best one available.
Player : ok
Agent: Thank you so much for your patience, and so sorry for the delay.
Agent: I have checked and here’s what I can prepare for you today. 
Agent: I can arrange a sweet 50 % bonus that you can enjoy with your investment.  
Agent: All yours and all to be enjoyed.
Agent: How does that sound?
Player : ok I might have 50 and that all so what can u do for me
Agent: That is great as well, I can arrange the special 70% bonus for a deposit of 50 as well.
Agent: So you can enjoy and have a HUGE shot to luck today.
Player : ok so 70 bonus can we swap for free games
Player : so that an extra 35
Agent: Indeed, that will be 35 Dollars extra in your pocket. 
Agent: All to enjoy them on which game you desire.
Player : ok sweet ill deposit now
Agent: That is perfect.
Agent: Take all the time you need and I will work my magic for you.
Player : this isn’t going to work I cant deposit using a card
Agent: As I can see, you have an Envoy Poli account, and that works great for deposits and withdrawals as well.
Agent: My personal advice will be to try making your investing using this method. 
Player : all done
Agent: Great, it will take just a few seconds.
Agent: All done, you are now ready on marks to unleash the luck and spin the reels.
Agent: I wish you a fantastic time and the best of luck.
Player : ok thank u
Chat ended by player.

OUR 360 DEGREES OFFER

No matter who you are or what your industry is, you will get fully-dedicated agents. They will know your products/services and your customers and they will work really hard to create a Feel Good Factor and a WOW effect during every conversation.

Every of our package gives a full customer care support, the only different is your needs for number of agents.

OfferB

All Packages include:

Dedicated agents
Software
Voice call
Live chat on your website
E-mail
Social media and mobile apps respond
Weekly report
Customers feedback and statistic

 

Build your customer care team now

References

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