This can be done by measuring the satisfaction rate through NPS

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The evolution of customer service in Brazil, according to age group The information above, by itself, would already be an important indicator of the evolution of customer support. However, there are more factors to be optimistic about the quality of SAC. This is because, when they contact a support service, most people (63%) feel that they are an important customer for the company. are bothering them. How to evaluate customer service satisfaction? Receiving customer feedback is a way to access their opinion about the customer service offered by a company.  (Net Promoter Score) systems or by sending surveys using research tools . Although the consumer's opinion counts a lot for any action taken, it is also possible to analyze the performance of the SAC using customer service systems.    This type of tool is capable of generating reports with information on open tickets by period and average time to resolve tickets, allowing you to identify what can be improved. New support channels may have helped improve customer service The arrival of new service channels may be a hypothesis that justifies the impression of improvement in the SAC, mentioned at the beginning of the article. If before it was common for people to call a call center Phone Number List to receive support, today they can count on digital support options, such as the platforms listed below: Chatbot : is an artificial intelligence (AI) platformthat is capable of sending automatic responses to consumer queries. Live chat : in this channel, a service agent handles the call in real time through messaging channels such as WhatsApp. Knowledge base : also known as FAQ, this is an online library on the company's website, divided by topics, which usually answers the main doubts of consumers. Social networks : in this modality, service can take place through Twitter, Facebook or WhatsApp platforms, through their messaging tools, via live chat or through automation, with a chatbot. Online form : available on the company's website, the contact form makes conversation possible by exchanging emails. The hypothesis that new support channels boosted the impression of SAC improvement, by the way, does not exist by chance. Respondents to Capterra's customer service survey were asked to choose, among seven support channel options, which would be the platform they first selected to contact a company. The majority (48%) chose live chat with an agent (via websites or apps like WhatsApp) as the first service method they would seek assistance with.