Ploomes maintains support score above 97% for the third consecutive year

Once again, Ploomes maintained its support score above 97%, achieving the achievement for the third consecutive year. In addition, the company also reached, for the second time, the time of less than 6 minutes for the first response.

‍

Under the management of Sofia Kim, Alessandra Gregatti and João Ledo, the objective of the area in 2024 was to expand what was built in 2023 and consolidate strategies for financial and operational sustainability. Achievement that was achieved by the managers. Alessandra Gregatti celebrated the year's results.

‍

“We went through a lot of training and structuring in the support area. But with a lot of dedication and efforts, we achieved our main objectives,” said Gregatti.

‍

Here are some support results in 2024:

‍

Average CSAT: 97.3%

‍

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 2024 was 97.3% satisfaction, which we call the average CSAT.

‍

Median (time) of first response: 5 minutes and 13 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 13 seconds.

Support plans for 2025

‍

For 2025, the support plans are scalability, technical progress, and mastery.

‍

“We will implement self-service and AI tools to optimize simple care. And promote more technical and targeted support. In addition, we will focus on the continuous development of the team, empowering them to handle complex technical and operational challenges with greater agility,” added Alessandra.

‍