SAC and consumer 5.0: the new perception of customer service

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Understand what has changed in SAC since the beginning of the pandemic, and learn about the new perception of the 5.0 consumer about the new customer service channels.
Consumer behavior has changed a lot since the beginning of the pandemic, as has their perception of customer service (SAC).

In fact, this is one of the factors that has led to the improvement of this important service provided by businesspeople.

New research from Capterra shows that, for 70% of respondents, in the last two years, customer service has improved for the better.

After all, in a market where competition is lawyer database fierce, everyone wants to capture the sparkle in their customers' eyes to start lasting relationships.

In this context, customer service should aim to strengthen the relationship between the brand and the customer.

But to do this, we need to understand everything that involves this new perception of the 5.0 consumer about SAC.

The importance of SAC
The customer service channel is crucial for any company that works with selling products or providing services.

At this point, SAC is extremely important for both companies and consumers.

This is because it is a channel that facilitates problem-solving, ensuring greater credibility for the business and security for the customer.

Not to mention that, through this area, you have a great opportunity to monitor the performance of your products or services.

More than that, through SAC it is possible to understand the pain points and receive suggestions for improvements and valuable feedback for your business.

SAC 5.0: post-pandemic customer service
As you may already know, customer service must keep up with the different nuances of consumer expectations and demands to be successful.

After all, today consumers follow advances in technological resources and integrate them into their daily activities – which has a direct impact on their consumer relations.

For this reason, the SAC needs to be constantly evolving, and not stuck to rigid operating standards.

It is from this concept that SAC 5.0 emerges: the evolution of customer service.

Here, technology is even more present and evolves with the improvement of chatbots and the use of artificial intelligence.

In other words, SAC now offers resources that optimize the work of service area employees and speed up problem-solving.

Consumer 5.0
First of all, I need to say that you are right in associating SAC 5.0 with consumer 5.0.

In this context, we are talking about a consumer who presents new characteristics of connection and relationship with brands, such as:

More connectivity with consumption information
Greater proximity to brands
Search for different experiences
Freedom of consumption
With all these characteristics, it is possible to say that consumers themselves shape the development of products and services, according to their needs.

How to assess customer satisfaction?
In the current scenario, receiving customer feedback is the best way to access their opinion about your customer service.

A maneuver that can be carried out by measuring the satisfaction index through NPS (Net Promoter Score) systems or by sending surveys using research tools.

But, although consumer 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 calls by period and average time to resolve tickets, allowing you to identify what can be improved.
Service channels that optimized SAC
A strong hypothesis that justifies the improvement in customer perception in relation to SAC is the arrival of new service channels.

This is because, while it was once common for people to call a call center to receive support, today they can count on other digital support options, such as…

Chatbot: is an artificial intelligence (AI) platform that is capable of sending automatic responses to consumer queries.
Live chat: in this channel, a customer service agent processes 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 clarifies consumers' main doubts.
Social networks: in this modality, service can take place through the 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 enables conversation through the exchange of emails.
But the hypothesis that new support channels boosted the impression of improvement in SAC, in fact, does not exist by chance.

According to a Capterra survey, 48% of respondents chose live chat with an agent (via websites or apps like WhatsApp) as the first method of service they would use to seek assistance.

The live chat support modality may be associated with the launch of WhatsApp Business in the Brazilian market in 2018.

A factor that brought new corporate solutions for digital communication focused on different types of companies.