Ploomes support in 2022: average customer satisfaction is over 97%
Under the management of Sofia Kim, Director of After Sales, and Lucca Leão, Head of Support, the support area at Ploomes, whose main objective is to offer an excellent customer experience, broke records in 2022.
With an action plan defined annually by the area, the focus of the area is mainly:
(a) in the transmission of knowledge to our customers in order to eliminate possible barriers in the use of the tool;
(b) increasing the speed of calls and;
(c) increasing the quality of care.
Therefore, Ploomes performs an analysis of the main indicators related to the points mentioned above. Below, you can find the main numbers from the Support area from the last year, in addition to its vision for 2023.
Average CSAT
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 2022 was 97.2% satisfaction, which we call “average CSAT”.
Average CSAT: 97.2%
Evolution of the CSAT by month:
Average first response time
The average time for a new open ticket to obtain a first response from one of our collaborators is what is referred to as the “Average First Response Time”.
Average first response time: 12 minutes and 15 seconds
Evolution of the first response time per month:
Average response time
After a first response, another indicator analyzed is the average time between a message sent by the customer and a response sent by one of our collaborators, called “Average Response Time”.
Average response time: 2 minutes and 52 seconds
Evolution of the average response time per month:
Sofia Kim explains what caused the variations in the three indicators above over the year.
“The peak volume of tickets and new hires are the main reasons that cause fluctuations in our metrics. The average time of the first response that we disclose to our clients is 20 minutes, however, the internal goal is much more aggressive. In 2021, our internal goal was a first response of less than 15 minutes and in 2022 that same goal was 12 minutes. Already in 2023, we defined it as ideal that our first response should occur in a maximum of 10 minutes. This means that, even though we commit to having an average return time for a first response of 20 minutes with our clients, the strategy is to always have a more aggressive goal in case we have peaks in demand”.
“Regarding the second main reason mentioned, the new hires, this occurs because the support area grows according to the pace of our company's growth. Ploomes has been growing at a rapid pace. In 2022, our growth was approximately 72% in terms of MRR. As, in 2023, our projections continue to increase, we will be agile in the operation and will develop our professionals in a healthy way. This year, our focus will be on scalability. We will invest in new hires and intensive training of our ploomers to provide better quality of service to our clients,” added Kim.
Since the transfer of knowledge about our platform is one of the objectives of the area to eliminate possible barriers to customers in the use of the tool, more than 70 articles were released and updated in Knowledge Center. In addition, the area is very close to Ploomes University.
“We mapped the needs of our customers and launched 57 courses and use cases on our platform,” said Sofia Kim.
Lucca Leão reiterates that “the strategies of the area must be connected with the company's vision”.
Matheus Pagani, CEO of Ploomes, adds: “Our investments will focus on improving our service, with the objective of increasing employee efficiency from various aspects, as well as our software, looking mainly at the evolution of the UX and existing functionalities. With this strategy, we hope to deliver greater satisfaction for both our customers and our employees.”