{"id":71425,"date":"2023-01-01T19:22:48","date_gmt":"2023-01-01T17:22:48","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/seu-suporte-ao-cliente-esta-preparado-para-2022-veja-como-audita-lo-e-melhora-lo\/"},"modified":"2025-03-06T15:39:06","modified_gmt":"2025-03-06T13:39:06","slug":"seu-suporte-ao-cliente-esta-preparado-para-2022-veja-como-audita-lo-e-melhora-lo","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/pt-br\/blog\/seu-suporte-ao-cliente-esta-preparado-para-2022-veja-como-audita-lo-e-melhora-lo\/","title":{"rendered":"Seu suporte ao cliente est\u00e1 preparado para 2026? Veja como audit\u00e1-lo e melhor\u00e1-lo"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading has-text-align-left has-black-color has-text-color\" id=\"is-your-customer-support-ready-for-2022-here-s-how-to-audit-and-improve-it\">Seu suporte ao cliente est\u00e1 preparado para 2025? Veja como audit\u00e1-lo e melhor\u00e1-lo &#8211; CloudTalk<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"   href=\"https:\/\/test-staging.cloudtalk.io\/demo\/\" style=\"border-radius:3px\">CONTACT SALES<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"   href=\"https:\/\/test-staging.cloudtalk.io\/signup\/\" style=\"border-radius:3px\">TRY FOR FREE<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"538\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-1024x538.png\" alt=\"\" class=\"wp-image-25949\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-1024x538.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-300x158.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-768x403.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-200x105.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-784x412.png 784w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-560x294.png 560w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-484x254.png 484w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-400x210.png 400w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-392x206.png 392w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-152x80.png 152w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-257x135.png 257w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022-64x34.png 64w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/illustration-call-center-audit-2022.png 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">A lot has changed in the last couple of years, to put it lightly. If your customer support strategy hasn\u2019t adapted, you might not be meeting your customers\u2019 needs any longer. <\/p>\n\n\n\n<p>And in fact, 93% of customer service professionals believe that customers have higher expectations now than they did previously. To meet these elevated expectations, you\u2019ll need to consistently review and update your customer support strategy. A customer support audit is a tool that helps you undertake this review in a methodical and effective way.<\/p>\n\n\n\n<p>Al\u00e9m disso, voc\u00ea precisar\u00e1 olhar para o futuro para garantir que sua equipe de suporte ao cliente esteja preparada para 2022. Como voc\u00ea sabe o que precisa ser atualizado para continuar relevante? Quais tend\u00eancias s\u00e3o fundamentais para a satisfa\u00e7\u00e3o do cliente? Quais s\u00e3o apenas uma moda passageira? Continue lendo para saber mais sobre como voc\u00ea pode realizar sua pr\u00f3pria auditoria do atendimento ao cliente para melhorar a entrega de seu servi\u00e7o e preparar sua estrat\u00e9gia de suporte ao cliente para o futuro. <\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"what-is-a-customer-support-audit\"><strong>O que \u00e9 auditoria do suporte ao cliente? <\/strong> <\/h2>\n\n\n\n<p>A customer support audit is a process of reviewing what your team is currently doing, how customers respond to it, and what potential opportunities you might be missing out on. It\u2019s an opportunity to systematically analyze how your service strategy is impacting your business and what you can do to improve. Depending on the size of your company and the speed at which things move, you may perform an audit quarterly or annually. If things are rapidly changing at your business, you\u2019ll want more frequent review cycles.&nbsp;<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Discover latest customer support trends<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"635\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/08\/eBook-customer-support-trends.svg\" alt=\"\" class=\"wp-image-177309\"\/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\"   href=\"https:\/\/test-staging.cloudtalk.io\/?page_id=175083\/\">Read for free<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"some-things-you-might-look-at-during-a-customer-service-audit-include\"><strong>Algumas das coisas que devem ser consideradas durante uma auditoria do atendimento ao cliente incluem:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Current tools and systems, along with any automations<\/li>\n\n\n\n<li>Metrics and KPIs<\/li>\n\n\n\n<li>Customer feedback<\/li>\n\n\n\n<li>Team performance<\/li>\n\n\n\n<li>Knowledge base updates<\/li>\n\n\n\n<li>Upcoming industry trends<\/li>\n<\/ul>\n\n\n\n<p>Vamos explicar cada um desses itens em detalhes, de forma que voc\u00ea possa preparar sua pr\u00f3pria auditoria do suporte ao cliente. <\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"how-to-audit-your-customer-service-strategy\"><strong>Como auditar sua estrat\u00e9gia de atendimento ao cliente<\/strong><\/h2>\n\n\n\n<p>Abaixo, fornecemos uma abordagem sistem\u00e1tica para a avalia\u00e7\u00e3o de sua estrutura de suporte existente. Use este guia como uma lista de verifica\u00e7\u00e3o para avaliar cada \u00e1rea em detalhe. <\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"software-and-tools\"><strong>Software e Ferramentas<\/strong><\/h3>\n\n\n\n<p>So often, we take our tools for granted once they\u2019re implemented. Setting aside time to review how they\u2019re working for us can reveal opportunities for improvement. It\u2019s like sharpening your knives &#8211; it makes a difference to the finished product! Here\u2019s a list of things to look into:&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Make a list of all the software and tools you\u2019re currently using. Review their release notes to see if they\u2019ve made changes or added features that would be helpful to your team.&nbsp;<\/li>\n\n\n\n<li>Review current seats and permissions. Are there people who have access but no longer need it? Reduce seats to save costs and increase security.&nbsp;<\/li>\n\n\n\n<li>Review automation and workflows you have in place. Ideally, every automation uses a similar naming convention, so it\u2019s obvious what each one does and why it exists. Delete or label any automations that are no longer relevant (i.e., for product releases that have been rolled out).<\/li>\n\n\n\n<li>Review macros and canned responses. Ensure each one has up-to-date information, and any links are still functional.&nbsp;<\/li>\n\n\n\n<li>Update any auto-responders and IVR menus, and hold messages to ensure they\u2019re in line with current brand guidelines.&nbsp;<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"customer-feedback\"><strong>Feedback do Cliente<\/strong><\/h3>\n\n\n\n<p><em>\u201cSimplesmente dizer que voc\u00ea \u00e9 focado no cliente n\u00e3o \u00e9 mais suficiente \u2014 voc\u00ea precisa colocar isso em pr\u00e1tica em todos os aspectos de seu neg\u00f3cio. Comece ouvindo seus clientes.\u201d<\/em> &#8211; Shep Hyken<\/p>\n\n\n\n<p>While you should be listening to your customers&nbsp;<strong>all the time<\/strong>, a customer service review is a great opportunity to step back and look at feedback from a more holistic perspective.&nbsp;For example, if you are running a retail or e-commerce business, you can collect customer&#8217;s feedback via <a href=\"https:\/\/www.track-pod.com\/blog\/shipping-notifications-cases\/\" target=\"_blank\" rel=\"noopener\">shipping notifications<\/a>.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"common-phrases-and-keywords\"><strong>Frases e palavras-chave comuns<\/strong><\/h4>\n\n\n\n<p>Run all qualitative feedback through a text analysis program like&nbsp;<a href=\"https:\/\/monkeylearn.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">MonkeyLearn<\/a>&nbsp;to see what customers most commonly mention in their feedback. Qualitative feedback includes text replies to&nbsp;<a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/csat-score-meaning\/\" target=\"_blank\" rel=\"noreferrer noopener\">CSAT or NPS surveys<\/a>&nbsp;or any other feedback sources you use. Even a word cloud can reveal surprising insight into frequent questions and concerns.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"524\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-1024x524.webp\" alt=\"foto an\u00e1lise feedback\" class=\"wp-image-25963\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-1024x524.webp 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-300x154.webp 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-768x393.webp 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-200x102.webp 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-784x401.webp 784w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-560x287.webp 560w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-484x248.webp 484w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-400x205.webp 400w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-392x201.webp 392w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-156x80.webp 156w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-264x135.webp 264w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis-64x33.webp 64w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/02\/photo-feedback-analysis.webp 1366w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Ap\u00f3s revisar as palavras mais comuns, v\u00e1 mais fundo. O que os clientes est\u00e3o falando sobre esses recursos ou temas? Quais itens de a\u00e7\u00e3o voc\u00ea pode gerar para resolver reclama\u00e7\u00f5es comuns ou destacar elogios comuns? <\/p>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"tags-and-feedback-segmentation\"><strong>Tags e segmenta\u00e7\u00e3o de feedback<\/strong><\/h4>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/call-tagging\/\" target=\"_blank\" rel=\"noreferrer noopener\">Using tags in your contact center software<\/a>&nbsp;is a great way to organize feedback and see what types of issues are driving dissatisfaction. If you already have a tagging system set up, review the tags you\u2019re using to make sure they\u2019re relevant.&nbsp;<\/p>\n\n\n\n<p>Classifique seu feedback por tag. Qual porcentagem de clientes infelizes se encaixa em cada categoria? H\u00e1 uma categoria que est\u00e1 gerando mais respostas de baixa satisfa\u00e7\u00e3o do que outra? V\u00e1 mais fundo para revelar os itens de a\u00e7\u00e3o.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"review-your-feedback-process\"><strong>Revise seu processo de feedback<\/strong><\/h4>\n\n\n\n<p>What happens when a customer provides negative feedback? Where does it go? Whose responsibility is it to answer? Confirm that your real-time feedback loop is functioning as expected. Update any processes or workflows necessary to make sure unhappy customers get a quick response. Many business owners even decide to seek help from <a href=\"https:\/\/www.designrush.com\/agency\/call-centers\/answering-services\" target=\"_blank\" rel=\"noopener\">top phone answering services<\/a> which can significantly help in getting customer feedback and keeping your customers as satisfied as possible.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"key-metric-optimization\"><strong>Otimiza\u00e7\u00e3o de M\u00e9tricas Principais<\/strong><\/h3>\n\n\n\n<p>Quais <a href=\"https:\/\/blog.hubspot.com\/service\/customer-success-metrics\" target=\"_blank\" rel=\"noreferrer noopener\">m\u00e9tricas voc\u00ea usa para medir seu desempenho<\/a>? Uma abordagem baseada em dados \u00e9 fundamental para otimizar sua estrat\u00e9gia de suporte ao cliente a longo prazo. Sem dados consistentes, \u00e9 dif\u00edcil entender o impacto de qualquer mudan\u00e7a sobre a experi\u00eancia do cliente.<\/p>\n\n\n\n<p>Muitas equipes de suporte ao cliente medem o sucesso por meio de pesquisas de satisfa\u00e7\u00e3o do cliente (CSAT). Se o cliente est\u00e1 feliz, ent\u00e3o elas est\u00e3o fazendo seus trabalhos. Esse \u00e9 um bom feedback em tempo real para incluir em sua m\u00e9trica. <\/p>\n\n\n\n<p>Todavia, a satisfa\u00e7\u00e3o do cliente mede apenas como seus clientes est\u00e3o se sentindo, e n\u00e3o o impacto que o atendimento ao cliente tem em seus neg\u00f3cios. E nem sempre reflete o que os clientes realmente pensam sobre toda a experi\u00eancia com sua empresa. Embora os clientes possam estar satisfeitos com o atendimento ao cliente, eles ainda podem desistir ou optar por n\u00e3o comprar. Em outras palavras, a satisfa\u00e7\u00e3o do cliente n\u00e3o \u00e9 um bom indicador de lealdade. Dependendo do objetivo de sua equipe de atendimento ao cliente, isso pode ser um problema. <\/p>\n\n\n\n<p>Ent\u00e3o, o que voc\u00ea deve fazer? Como voc\u00ea pode saber se sua equipe de atendimento ao cliente est\u00e1 afetando suas metas empresariais da forma que voc\u00ea deseja? <\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"identify-your-key-performance-indicators\"><strong>Identifique seus principais indicadores de desempenho<\/strong><\/h3>\n\n\n\n<p>Are your customer support metrics aligned with your business goals? Start by reviewing your organization\u2019s top priorities. Are you focused on new sales? Expanding current customer revenue? Reducing customer churn? We are willing to bet that your organization is not focused on \u201cfirst reply time\u201d, as important as that metric may be to managing a customer service team.&nbsp;<\/p>\n\n\n\n<p>Para este exemplo, digamos que a principal meta de sua empresa seja reter clientes e aumentar a fidelidade. Como sua equipe de suporte ao cliente pode cumprir essa meta? <\/p>\n\n\n\n<p>Primeiro, analise as contas canceladas para ver a principal raz\u00e3o por tr\u00e1s desses cancelamentos. Est\u00e1 relacionada ao servi\u00e7o? Anote todas as metas ou m\u00e9tricas que voc\u00ea precisa incorporar para evitar que futuros clientes cancelem pelos mesmos motivos. <\/p>\n\n\n\n<p>Em segundo lugar, identifique formas de prevenir proativamente a desist\u00eancia de seus clientes. Como voc\u00ea pode fornecer suporte proativo que envolve os clientes e aumenta a fidelidade? Anote todos os comportamentos que o suporte ao cliente precisa realizar. Como estes podem ser mensurados? <\/p>\n\n\n\n<p>Juntos, os comportamentos formam suas principais m\u00e9tricas. <\/p>\n\n\n\n<p><strong>Um exemplo de comportamento e m\u00e9tricas principais para reter clientes ou aumentar a lealdade pode parecer com o seguinte:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Decrease churn:&nbsp;<\/strong>reduce monthly account churn from&nbsp;<strong>5.7%<\/strong>&nbsp;to&nbsp;<strong>4%&nbsp;<\/strong>by&nbsp;<strong>June 2022<\/strong>&nbsp;<\/li>\n\n\n\n<li><strong>Reduce customer effort:<\/strong>&nbsp;implement customer effort score survey by&nbsp;December 2021<\/li>\n\n\n\n<li><strong>Proactively call inactive customers:<\/strong>&nbsp;average&nbsp;20 outbound calls per day<\/li>\n\n\n\n<li><strong>Increase lifetime value:&nbsp;<\/strong>flag&nbsp;10 qualified accounts per week for CSMs to upsell<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"identify-hygiene-metrics\"><strong>Identifique m\u00e9tricas de higiene<\/strong><\/h3>\n\n\n\n<p>Algumas m\u00e9tricas n\u00e3o devem ser orientadas para objetivos. M\u00e9tricas de higiene ou manuten\u00e7\u00e3o s\u00e3o m\u00e9tricas &#8220;limiares&#8221; que mostram a sa\u00fade do suporte de sua organiza\u00e7\u00e3o. For exemplo, \u00e9 importante ficar de olho nos \u00edndices de Tempo da Primeira Resposta, Chamadas Abandonadas e cumprimento do SLA , mas estas m\u00e9tricas n\u00e3o devem ser sua miss\u00e3o de vida. M\u00e9tricas de higiene s\u00e3o indicadores de que algo precisa ser estudado <em>(como a contrata\u00e7\u00e3o de mais atendentes, aprimoramento do treinamento, ou maior prioriza\u00e7\u00e3o dos tickets recebidos)<\/em>.<em>  <\/em><\/p>\n\n\n\n<p><strong>Seguem abaixo algumas m\u00e9tricas que sua organiza\u00e7\u00e3o pode querer acompanhar de forma consistente: <\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>First Response Time<\/li>\n\n\n\n<li>Call or Conversation volume<\/li>\n\n\n\n<li>Average Handle Time<\/li>\n\n\n\n<li>SLA Achievement Rate<\/li>\n\n\n\n<li>Internal Quality Score<\/li>\n\n\n\n<li>First Contact Resolution Rate<\/li>\n\n\n\n<li>Call Abandonment Rate<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"update-or-create-dashboards\"><strong>Atualizar ou criar dashboards<\/strong><\/h3>\n\n\n\n<p>Sabe aqueles dashboards padr\u00e3o de <a href=\"https:\/\/blog.hubspot.com\/service\/customer-service-reporting\" target=\"_blank\" rel=\"noreferrer noopener\">relat\u00f3rio de atendimento ao cliente<\/a> que v\u00eam com seu software de helpdesk, e que voc\u00ea nunca usa? Est\u00e1 na hora de dar uma boa organizada neles para que eles sejam realmente \u00fateis. <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Create one dashboard that includes all your hygiene metrics so you can review them with a single click. Be able to explain how each one is calculated, so you trust their accuracy.&nbsp;<\/li>\n\n\n\n<li>Create one dashboard with all your team performance metrics so you can review them for one-on-ones and performance reviews. More on that later!&nbsp;<\/li>\n\n\n\n<li>Create one dashboard for your KPIs and goal metrics. While you might not check this dashboard every day, it\u2019s helpful to have these metrics already set up. You can share this information with stakeholders from other departments, and include more detail on each metric for easier follow-up.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"audit-your-team-s-performance\"><strong>Fa\u00e7a a auditoria do desempenho de sua equipe <\/strong><\/h3>\n\n\n\n<p>Ir mais a fundo no desempenho de sua equipe todas as vezes que voc\u00ea realiza uma auditoria do suporte ao cliente pode ser esclarecedor. Revisar conversas reais juntamente com m\u00e9tricas importantes fornecer\u00e1 uma boa vis\u00e3o geral, e talvez destacar\u00e1 alguns insights \u00fateis \u200b\u200bpara analisar mais a fundo. <\/p>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"review-call-recordings\"><strong>Revise as grava\u00e7\u00f5es de chamadas<\/strong><\/h4>\n\n\n\n<p>Unless you work next to your team, you\u2019ll likely have very little insight into what calls actually sound like. This is where&nbsp;<a href=\"https:\/\/www.hubspot.com\/products\/call-recording\" target=\"_blank\" rel=\"noreferrer noopener\">call recordings<\/a>&nbsp;can help. By sampling a few calls, email or chat conversations, you can have a good idea of how each agent corresponds with customers. Alternatively, setting up a&nbsp;<a href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/blog\/8-beneficios-da-garantia-de-qualidade-que-irao-melhorar-o-desempenho-de-sua-equipe-de-suporte\/\" target=\"_blank\" rel=\"noreferrer noopener\">formalized quality assurance program<\/a>&nbsp;can keep your finger on the pulse of conversation quality all year round.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"review-outliers-on-hygiene-metrics\"><strong>Revise exce\u00e7\u00f5es nas m\u00e9tricas de higiene<\/strong><\/h4>\n\n\n\n<p>Em seu dashboard de m\u00e9tricas, analise o desempenho de cada atendente no que diz respeito \u00e0s m\u00e9tricas de higiene que voc\u00ea escolhe acompanhar. Um atendente est\u00e1 demorando muito mais para resolver as chamadas recebidas? Um membro da equipe est\u00e1 conversando mais do que qualquer outro atendente? Embora as exce\u00e7\u00f5es n\u00e3o sejam necessariamente ruins, s\u00e3o bons indicadores de que algo incomum est\u00e1 acontecendo. <\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"knowledge-base-update\"><strong>Atualiza\u00e7\u00e3o da base de dados de conhecimento<\/strong><\/h3>\n\n\n\n<p>Your documentation is one of the most important parts of your customer service team. That\u2019s because&nbsp;<strong>73%<\/strong>&nbsp;of customers&nbsp;<a href=\"https:\/\/www.bizreport.com\/2015\/04\/report-poor-customer-service-pushes-consumers-away.html\" target=\"_blank\" rel=\"noreferrer noopener\">prefer to find answers themselves<\/a>&nbsp;when they\u2019re able to. If your knowledge base is up to date it means that customers can help themselves, which reduces incoming calls to your contact center.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"to-audit-your-help-center-documentation\"><strong>Para realizar auditoria da documenta\u00e7\u00e3o de sua central de ajuda: <\/strong><\/h4>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Review your documentation library for out-of-date or irrelevant articles that can be archived.&nbsp;<\/li>\n\n\n\n<li>Look at traffic volume and <a href=\"https:\/\/www.semrush.com\/blog\/keyword-search-volume\/\" target=\"_blank\" rel=\"noopener\">keyword search volume<\/a>. Are there articles that aren\u2019t getting many views? Are these important articles that aren\u2019t discoverable? Or can they be merged with other articles? Having a lot of them with very few views can have a negative impact on the searchability of your help center.&nbsp;<\/li>\n\n\n\n<li>Look at the most frequent search terms and searches that return zero results. Are there gaps in your content?&nbsp;<\/li>\n\n\n\n<li>Review articles that haven\u2019t been updated this year. Can they be edited with more up-to-date information, or additional resources?&nbsp;<\/li>\n\n\n\n<li>If you have article feedback enabled on your help center, look at the articles that have downvotes. How can you improve them for a better customer experience?&nbsp;<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"what-you-need-to-know-for-customer-service-in-2022\"><strong>O que voc\u00ea precisa saber sobre atendimento ao cliente em 2022<\/strong><\/h2>\n\n\n\n<p><em>\u201cAlgo mudou, as empresas que derrubam concorrentes n\u00e3o t\u00eam grandes vantagens tecnol\u00f3gicas. Na maioria das vezes, a vantagem competitiva dessas empresas n\u00e3o \u00e9 devido \u00e0 inova\u00e7\u00e3o tecnol\u00f3gica.\u201d<\/em> &#8211; Brian Balfour, CEO da Reforge, formalmente VP da Growth HubSpot<\/p>\n\n\n\n<p>Agora que voc\u00ea sabe onde seu suporte ao cliente se encontra, est\u00e1 na hora de olhar adiante. Parte da prepara\u00e7\u00e3o para o novo ano inclui o conhecimento de quais oportunidades voc\u00ea pode tirar vantagem. <\/p>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"customer-attitudes-and-behaviors\"><strong>Atitudes e comportamentos dos clientes<\/strong><\/h4>\n\n\n\n<p>Imagine uma loja de varejo que n\u00e3o possu\u00eda uma frente online no ano passado. Ela provavelmente n\u00e3o teria sido muito bem-sucedida. Saber como os comportamentos dos clientes est\u00e3o mudando, e responder aos novos desafios, \u00e9 fundamental para proporcionar uma \u00f3tima experi\u00eancia. Se seus clientes passam muito tempo em novos aplicativos ou novos canais de contato, ent\u00e3o voc\u00ea precisa estar preparado para se adaptar. <\/p>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"new-tools-and-technology\"><strong>Novas ferramentas e tecnologia<\/strong><\/h4>\n\n\n\n<p>\u00c9 importante incorporar tecnologia avan\u00e7ada. Por exemplo, atrav\u00e9s de ferramentas como o <a href=\"https:\/\/www.hubspot.com\/products\/service\/support-ticket-system\" target=\"_blank\" rel=\"noreferrer noopener\">Sistema de Tickets de Suporte<\/a>, que organiza todos os tickets de suporte em um s\u00f3 lugar. Dessa forma, voc\u00ea pode priorizar conversas recebidas para maximizar a efici\u00eancia. <\/p>\n\n\n\n<p>Mas, possuir a tecnologia mais recente nem sempre garante um \u00f3timo atendimento ao cliente. Tamb\u00e9m \u00e9 importante estar atualizado.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"keeping-up-to-date\"><strong>Mantendo-se atualizado<\/strong><\/h4>\n\n\n\n<p>Se voc\u00ea est\u00e1 se perguntando como acompanhar todas as \u00faltimas tend\u00eancias, n\u00e3o se preocupe. Existem muitos recursos \u00f3timos dispon\u00edveis: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Listen to customer support podcasts.&nbsp;<a href=\"https:\/\/blog.hubspot.com\/service\/customer-service-podcasts\" target=\"_blank\" rel=\"noreferrer noopener\">This list offers a good mix.<\/a>&nbsp;<\/li>\n\n\n\n<li>Sign-up to newsletters and roundups. We love&nbsp;<a href=\"https:\/\/twitter.com\/wesupportnyc?lang=en\" target=\"_blank\" rel=\"noreferrer noopener\">WeSupportNYC<\/a>&nbsp;<\/li>\n\n\n\n<li>Read a related&nbsp;e-book, such as&nbsp;<a href=\"https:\/\/test-staging.cloudtalk.io\/customer-support-trends-for-2022\/\/\">Customer support trends for 2021<\/a>&nbsp;from CloudTalk<\/li>\n\n\n\n<li>Join the&nbsp;<a href=\"https:\/\/www.supportdriven.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Support Driven Slack community<\/a>. Not only is it a great source of knowledge, it\u2019s also a helpful and welcoming community.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"audit-your-customer-support-and-get-ready-for-2022\"><strong>Fa\u00e7a a auditoria de seu suporte ao cliente e prepare-se para 2022<\/strong><\/h2>\n\n\n\n<p>Antes que o ano termine, reserve um tempo para fazer uma auditoria do suporte ao cliente. Ao analisar de cima a baixo sua estrat\u00e9gia inteira de atendimento ao cliente de forma rotineira, voc\u00ea estar\u00e1 pronto para entrar em 2022. <\/p>\n\n\n\n<p>Queremos saber: qual \u00e9 a sua principal prioridade de suporte ao cliente para 2022?<\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>A lot has changed in the last couple of years, to put it lightly. If your customer support strategy hasn\u2019t&#8230;<\/p>\n","protected":false},"author":31,"featured_media":25957,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[246],"tags":[],"class_list":["post-71425","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atendimento-ao-cliente"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts\/71425","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/users\/31"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/comments?post=71425"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts\/71425\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/media\/25957"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/media?parent=71425"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/categories?post=71425"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/tags?post=71425"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}