In addition to pre-sales, sales and support services, Scooto has done important work in customer research operations. Whether it’s to measure satisfaction or to evaluate new market opportunities, surveys are relevant, and sometimes overlooked, tools for strategic decision-making in any company.

Marina Vaz, CEO and Founder of Scooto, highlights the empathetic and strategic nature of the operations: “All of Scooto’s operations have an analytical essence, which means that we have already built intelligence based on data. In surveys, this is even more evident, since empathy in active customer service makes the person on the other end feel heard and they end up using this space to say what they really feel about something. The same doesn’t happen when asked a cold question like: “From 0 to 10, what did you think of service x,y, z?”

An example of this is the service provided to RiHappy, an important chain selling toys and articles for early childhood. The aim of the operation is to collect data from the brand’s customers. Natany Luiz, Scooto’s General Manager and Head of this operation, says that the research helps define new strategies and provides important insights so that executive decisions can be made based on real data.

Camila Oliveira, Scooteira who runs the operation, highlights the importance of surveys as a tool for improving services: “Through surveys, we bring the voice of the individual customer to the company. We practice active listening, interested in the essence. In addition, we have noticed that surveys contribute positively to the customer’s perception of the brand,” she says.

And it’s not just in the retail segment that surveys can contribute. Another example is the satisfaction survey service carried out by Scooto for a health insurance company. In this case, in addition to active calls, the Scooto team tests approaches via forms, e-mail and WhatsApp. The main objective of the operation is to improve the NPS of the service and customer care.