Ploomes maintains a support satisfaction score above 97% in 2023

Every year, Ploomes publishes its main indicators related to the performance analysis of its customer support team. Under the management of Sofia Kim, Lucca Leão and Alessandra Gregatti, the objective of the area in 2023 was the combination of reducing service time and increasing the quality of customer support.

“In 2023, we experienced major changes in the support area. The focus of efforts was on stabilizing our main metrics, as well as preparing the area for a healthy expansion, without compromising quality,” summarized Sofia Kim, Director of After Sales.

To achieve this objective, new training trails adapted to the needs of each employee were structured and a large amount of materials were developed to efficiently disseminate knowledge. In addition, the service platform was restructured, with the configuration and training of the resolution bot, as well as the integration of the platform with the Ploomes system itself.

Not only were these changes successful, but they also overcame the challenges faced throughout the year, consolidating a new level of excellence in the Ploomes support area.

Check out the results for the area in 2023 below.

Average CSAT: 97.2%

When finalizing a support ticket, a quick satisfaction survey is sent to the customer so that, in one click, they can report their degree of satisfaction with the service. The overall average number of tickets closed in 2023 was 97.2% satisfaction, which we call the average CSAT.

Median (time) of first response: 5 minutes and 25 seconds

The median, as a measure of time, for a new ticket opened by a customer to obtain a first response from one of our collaborators was 5 minutes and 25 seconds.

Average response time: 1 minute and 19 seconds

After a first response, another indicator analyzed is the median, as a measure of time, between a message sent by the customer and a response sent by one of our collaborators. This indicator in 2023 was 1 minute and 19 seconds.

For 2024, the area seeks to further improve its indicators. Alessandra explains what the vision of the area will be this year, as well as the main projects.

“In 2024, we made it our mission to become our clients' technical focal point for solving problems and doubts that prevent them from getting the best out of our solution. To this end, our investments will be mainly aimed at the continuous training of our employees, the automation of processes in the area and the renewal of the knowledge center, thus ensuring fluidity in service”, concludes Alessandra Gregatti.

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