{"id":381119,"date":"2021-10-27T19:05:00","date_gmt":"2021-10-28T02:05:00","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/reinventer-lexperience-client-avec-webex\/"},"modified":"2021-10-27T19:05:00","modified_gmt":"2021-10-28T02:05:00","slug":"reinventer-lexperience-client-avec-webex","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/reinventer-lexperience-client-avec-webex\/","title":{"rendered":"R\u00e9inventer l\u2019exp\u00e9rience client avec Webex"},"content":{"rendered":"<h2><strong>Les cinq comp\u00e9tences fondamentales des entreprises sp\u00e9cialis\u00e9es dans le service client<\/strong><\/h2>\n<p>Vous entendez souvent parler de l\u2019exp\u00e9rience client et comment les entreprises adoptent des canaux de messagerie num\u00e9rique conviviaux, des options libre-service comme les chatbots qui peuvent fournir des r\u00e9ponses instantan\u00e9es, et des communications anticip\u00e9es qui pr\u00e9voient les besoins avant m\u00eame qu\u2019ils ne se manifestent.<\/p>\n<p>Mais comment une entreprise peut-elle s\u2019adapter afin de fournir \u00e0 la fois des r\u00e9ponses personnalis\u00e9es et instantan\u00e9es gr\u00e2ce \u00e0 un syst\u00e8me digital, tout en gardant des agents humains pour les conversations les plus sensibles et les plus importantes\u00a0?<\/p>\n<p>Et lorsqu\u2019un agent physique traite avec un client, comment lui permettre de r\u00e9pondre rapidement et de fa\u00e7on pr\u00e9cise gr\u00e2ce au savoir combin\u00e9 des outils aliment\u00e9s par l\u2019IA ou de ses coll\u00e8gues en interne, afin qu\u2019il ne se sente jamais seul ou bloqu\u00e9\u00a0?<\/p>\n<p>Enfin, comment tirer les enseignements de toute cette exp\u00e9rience, pour rendre les futurs appels plus rapides, plus fluides et satisfaire \u00e0 tout instant chaque client qui se pr\u00e9sente \u00e0 votre porte d\u2019entr\u00e9e virtuelle\u00a0?<\/p>\n<p><iframe loading=\"lazy\" title=\"Every customer journey should end with a solution  |  Webex Customer Experience\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/jt3kktWGe4c?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p><em>D\u00e9couvrez \u00e0 quoi ressemble une exp\u00e9rience client r\u00e9invent\u00e9e gr\u00e2ce \u00e0 une technologie qui permet \u00e0 une entreprise de connecter les donn\u00e9es, de proposer des options de communication sur plusieurs canaux et de responsabiliser les agents.<\/em><\/p>\n<p><a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\">Webex pour l\u2019exp\u00e9rience client<\/a> permet aux entreprises de mettre en \u0153uvre les cinq comp\u00e9tences cl\u00e9s en mati\u00e8re d\u2019exp\u00e9rience client que vous avez vues en action dans la vid\u00e9o ci-dessus, et cr\u00e9er ainsi des relations durables avec les clients, notamment la capacit\u00e9 d\u2019\u00e9couter, de s\u2019engager, de consolider la relation, d\u2019apprendre et de s\u2019adapter.<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Javed-and-Webex-customer-experience-center-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-378635\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Javed-and-Webex-customer-experience-center-1.png\" alt=\"Javed et le centre d\u2019exp\u00e9rience client Webex\" width=\"948\" height=\"528\" \/><br \/>\n<\/a><\/p>\n<p><em>Regardez la <\/em><a href=\"https:\/\/www.youtube.com\/watch?v=r7b4fJ9dUco\"><br \/>\n<em>keynote du WebexOne, jour\u00a02<\/em><br \/>\n<\/a><em> pour une plong\u00e9e en profondeur <\/em><a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\"><br \/>\n<em>dans Webex pour l\u2019exp\u00e9rience client <\/em><br \/>\n<\/a><em> et comment cela aide les entreprises \u00e0 atteindre ces comp\u00e9tences essentielles.<\/em><\/p>\n<p>Examinons plus en d\u00e9tail chacune de ces comp\u00e9tences essentielles en mati\u00e8re d\u2019exp\u00e9rience client.<\/p>\n<h2><strong>\u00c9couter\u00a0: collecter des informations et cr\u00e9er des profils de clients complets<\/strong><\/h2>\n<p>Tout commence par la capacit\u00e9 \u00e0 \u00e9couter vos clients. Quelle est l\u2019intention de ce client, et comment s\u2019engage-t-il\u00a0?\u00a0 Vos clients sont occup\u00e9s tout comme vous, et le premier contact doit \u00eatre une exp\u00e9rience positive. Fournissez-vous l\u2019aide ou la r\u00e9ponse la plus efficace\u00a0?<\/p>\n<p>Nous allons bient\u00f4t lancer des essais b\u00eata priv\u00e9s pour un nouveau service de donn\u00e9es de parcours qui aide les entreprises \u00e0 comprendre l\u2019intention et l\u2019engagement des clients \u00e0 travers chaque interaction qu\u2019ils ont avec une entreprise pour aider \u00e0 apporter de la visibilit\u00e9 \u00e0 ces questions.<\/p>\n<p>Ce service de donn\u00e9es de parcours peut \u00e9couter un large spectre de points de contact et cr\u00e9er une synth\u00e8se des interactions des clients avec votre entreprise, comme les donn\u00e9es de parcours du site internet dans les outils d\u2019analyse, les donn\u00e9es transactionnelles d\u2019un syst\u00e8me ERP, les donn\u00e9es des canaux du centre de contact et les donn\u00e9es sur le sentiment du client obtenues lors d\u2019une enqu\u00eate. La capacit\u00e9 de regrouper toutes ces interactions, autrement cloisonn\u00e9es, en une seule consultation du parcours du client est au c\u0153ur de ce service.<\/p>\n<p>De plus, le service de donn\u00e9es de parcours vous permet de cr\u00e9er un profil client actualis\u00e9 au fur et \u00e0 mesure de ses interactions. La possibilit\u00e9 de mettre \u00e0 jour automatiquement le profil des clients permet \u00e0 votre entreprise de leur offrir des exp\u00e9riences plus personnalis\u00e9es, ce qui augmente la probabilit\u00e9 qu\u2019ils vous accordent un score de promoteur net in\u00e9gal\u00e9, qu\u2019ils d\u00e9cident d\u2019acheter ou qu\u2019ils laissent des commentaires positifs.<\/p>\n<h2><strong>Engager\u00a0: se connecter aux clients de la fa\u00e7on qu\u2019ils souhaitent, quand et o\u00f9 ils le veulent\u00a0<\/strong><\/h2>\n<p>Il s\u2019agit ici de la capacit\u00e9 \u00e0 susciter l\u2019int\u00e9r\u00eat des clients en les rencontrant l\u00e0 o\u00f9 ils se trouvent, au moment voulu, selon le contexte et en utilisant leur canal de communication pr\u00e9f\u00e9r\u00e9.<\/p>\n<p>Gr\u00e2ce \u00e0 notre nouvelle int\u00e9gration des canaux num\u00e9riques d\u2019imimobile dans <a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex Contact Center<\/a>, nous serons bient\u00f4t en mesure d\u2019offrir aux clients des choix de canaux num\u00e9riques d\u2019excellence pour se connecter aux entreprises.<\/p>\n<p>Par exemple, si les clients se trouvent dans un endroit bruyant ou ne veulent pas divulguer des informations sensibles oralement, ils peuvent interagir avec vous en utilisant leur application de messagerie pr\u00e9f\u00e9r\u00e9e. En fait, la messagerie est le canal pr\u00e9f\u00e9r\u00e9 de toute une nouvelle g\u00e9n\u00e9ration de consommateurs en raison de la simplicit\u00e9 de son interface.<\/p>\n<p>Nous offrons le m\u00eame type de flexibilit\u00e9 aux agents, en leur permettant de disposer d\u2019une bo\u00eete de r\u00e9ception unique pour servir plusieurs clients sur n\u2019importe quel canal, avec un historique du contexte des interactions pr\u00e9c\u00e9dentes, humaines et virtuelles, facilitant ainsi des \u00e9changes pr\u00e9cis et riches en contexte.<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Picture123-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-378646\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Picture123-1.png\" alt=\"Picture123\" width=\"1237\" height=\"797\" \/><br \/>\n<\/a><\/p>\n<p><em>Webex Contact Center met \u00e0 la disposition des agents l\u2019historique de toutes les communications avec les clients, ce qui leur permet de s\u2019engager imm\u00e9diatement dans un contexte client complet sur les canaux num\u00e9riques et vocaux.<\/em><\/p>\n<p>Nous fournissons \u00e9galement aux administrateurs les contr\u00f4les dont ils ont besoin pour surveiller et contr\u00f4ler ces canaux, de sorte qu\u2019au fur et \u00e0 mesure que les agents satisfont les clients, ils disposent des bons leviers pour en limiter ou non le nombre.<\/p>\n<h2><strong>Consolider\u00a0: savoir tirer parti de l\u2019IA et de la collaboration pour cr\u00e9er des super agents\u00a0<\/strong><\/h2>\n<p>La mise en place de serveurs vocaux interactifs (SVI) naturels, aliment\u00e9s par l\u2019IA, est un excellent moyen de compl\u00e9ter la charge de travail des agents physiques et permet aux clients d\u2019utiliser leur voix naturelle pour obtenir des r\u00e9ponses rapidement. Les chatbots peuvent \u00eatre install\u00e9s pour un acc\u00e8s 24h\/24 et 7j\/7 aux r\u00e9ponses et pour lancer des t\u00e2ches automatis\u00e9es comme un changement d\u2019adresse ou une demande de r\u00e9initialisation de mot de passe.<\/p>\n<p>En plus, les m\u00eames services AI\/ML peuvent \u00e9couter les agents dans l\u2019ensemble du centre de contact et par l\u2019utilisation des algorithmes de toutes les interactions, fournir des solutions rapides en temps r\u00e9el, ce qui permet \u00e0 n\u2019importe quel agent de devenir un super agent.<\/p>\n<p>Et si l\u2019IA ne parvient pas \u00e0 r\u00e9soudre le probl\u00e8me, les agents peuvent d\u00e9sormais joindre en temps r\u00e9el une \u00e9quipe enti\u00e8re d\u2019experts partout dans l\u2019entreprise. Les collaborateurs peuvent dor\u00e9navant tous se retrouver dans un espace virtuel avec notre application int\u00e9gr\u00e9e Webex pour travailler en temps r\u00e9el, ce qui permet \u00e0 une autre \u00e9quipe d\u2019experts au sein de l\u2019entreprise de coop\u00e9rer et de fournir aux clients des r\u00e9ponses plus rapides et personnalis\u00e9es.<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Webex-app-integration-into-the-Webex-Contact-Center-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-378656\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Webex-app-integration-into-the-Webex-Contact-Center-1.png\" alt=\"Int\u00e9gration de l\u2019application Webex dans le centre de contact Webex.\" width=\"1472\" height=\"1045\" \/><br \/>\n<\/a><\/p>\n<p><em>La nouvelle int\u00e9gration de Webex App dans le bureau de l\u2019agent du Webex Contact Center permet aux collaborateurs d\u2019appeler, d\u2019envoyer des messages ou de participer \u00e0 des vid\u00e9oconf\u00e9rences avec des experts afin de fournir des exp\u00e9riences uniques aux clients.<\/em><\/p>\n<h2><strong>Apprendre\u00a0: utiliser des informations pour pr\u00e9voir et optimiser les exp\u00e9riences des clients\u00a0<\/strong><\/h2>\n<p>Gr\u00e2ce \u00e0 l\u2019analyse pr\u00e9dictive de <a href=\"https:\/\/www.webex.com\/experience-management.html\">Webex Experience Management<\/a>, les entreprises peuvent savoir comment les \u00e9ventuels changements des facteurs qui ont une incidence sur l\u2019exp\u00e9rience client affecteront les r\u00e9sultats commerciaux, y compris l\u2019impact des param\u00e8tres financiers, avant m\u00eame de s\u2019y engager.<\/p>\n<p>Il s\u2019agit d\u2019un moyen remarquable pour obtenir le point de vue du client sur les interactions avec n\u2019importe quelle entreprise, d\u2019identifier les points d\u2019interruption de contact dans les interactions num\u00e9riques ou SVI, et de les anticiper pour avoir la possibilit\u00e9 de les r\u00e9gler.<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Customer-Experience-analysts-and-Webex-Experience-Management-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-378666\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Customer-Experience-analysts-and-Webex-Experience-Management-1.png\" alt=\"Les analystes de Webex Customer Experience et de Webex Experience Management\" width=\"1381\" height=\"1051\" \/><br \/>\n<\/a><\/p>\n<p><em>Les entreprises peuvent utiliser Webex Experience Management pour identifier les principaux facteurs qui impactent l\u2019exp\u00e9rience client, puis analyser les probl\u00e8mes identifi\u00e9s pour effectuer une analyse pouss\u00e9e des actions envisageables, comme le retour sur investissement de ces m\u00eames actions.<\/em><\/p>\n<h2><strong>Adapter\u00a0: automatiser les parcours clients avec peu ou pas de code\u00a0<\/strong><\/h2>\n<p>Pour finir, nous simplifions l\u2019utilisation des enseignements tir\u00e9s de l\u2019exp\u00e9rience des clients afin de les am\u00e9liorer et de les optimiser en permanence, gr\u00e2ce \u00e0 notre outil intuitif de cr\u00e9ation de flux de travail par glisser-d\u00e9poser, qui permet aux utilisateurs business et techniques de personnaliser les proc\u00e9dures de communication.<\/p>\n<p>La vraie puissance de cette fonctionnalit\u00e9 r\u00e9side dans la possibilit\u00e9 de relever des \u00e9v\u00e9nements qui proviennent de n\u2019importe quel syst\u00e8me d\u2019entreprise et de fournir de mani\u00e8re anticip\u00e9e aux clients des informations pertinentes, actualis\u00e9es et adapt\u00e9es \u00e0 leurs besoins, sur leur canal de communication pr\u00e9f\u00e9r\u00e9.<\/p>\n<p>Gr\u00e2ce \u00e0 la plateforme de communication en tant que service (CPaaS) d\u2019imimobile, leader sur le march\u00e9, chaque entreprise peut cr\u00e9er des exp\u00e9riences personnalis\u00e9es avec des options n\u00e9cessitant d\u2019\u00e9crire un minimum de code. Vous pouvez en apprendre plus sur la puissance de cette technologie dans <a href=\"https:\/\/blog.webex.com\/fr\/experience-client\/chaque-interaction-compte-avec-le-cpaas-dentreprise\/\"><br \/>\n<em>le blog <\/em>Chaque interaction compte avec le CPaaS d\u2019entreprise<\/a> de Jay Patel.<\/p>\n<p>\u00a0<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Communications-Platform-as-a-Service-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-378676\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/11\/Communications-Platform-as-a-Service-1.png\" alt=\"La plateforme de communication en tant que service\" width=\"1540\" height=\"546\" \/><br \/>\n<\/a><\/p>\n<p><em>Notre plateforme de communication en tant que service (Webex Connect) fournit au Webex Contact Center des outils qui permettent d\u2019orchestrer une communication automatis\u00e9e et anticip\u00e9e avec les clients, en fonction des \u00e9v\u00e9nements qui se produisent dans les syst\u00e8mes d\u2019entreprise li\u00e9s, et en utilisant le canal de communication choisi par chaque client.\u00a0<\/em><\/p>\n<h2><strong>Cr\u00e9er des clients \u00e0 vie gr\u00e2ce \u00e0 une nouvelle conception de l\u2019exp\u00e9rience client<\/strong><\/h2>\n<p>Vous pouvez constater \u00e0 quel point les solutions d\u2019exp\u00e9rience client int\u00e9gr\u00e9es sont puissantes pour renforcer ces cinq comp\u00e9tences essentielles. \u00a0Mais une exp\u00e9rience client sup\u00e9rieure est un long chemin et non une destination. Les solutions Webex Customer Experience aident les entreprises \u00e0 optimiser l\u2019exp\u00e9rience client comme un cycle perp\u00e9tuel qui cr\u00e9e des clients \u00e0 vie qui vont consommer toujours plus vos produits et services et devenir des fans inconditionnels de votre marque.<\/p>\n<blockquote><p>Pour en savoir plus, consultez le contenu de<a href=\"https:\/\/www.webex.com\/webexone\/index.html?utm_medium=Website&#038;utm_source=WDCBlog&#038;utm_campaign=2021_wx1&#038;utm_content=Reimagining_customer_experiences_with_Webex_Giorgio&#038;team=DG\"> WebexOne 2021<\/a> consacr\u00e9 \u00e0 l\u2019exp\u00e9rience client et qui comprend une journ\u00e9e enti\u00e8re de conf\u00e9rences et de s\u00e9ances en petits groupes.<\/p><\/blockquote>\n<p><strong>Ressources compl\u00e9mentaires<\/strong><strong>\u00a0<\/strong><\/p>\n<ul>\n<li><a href=\"https:\/\/cisco.sharepoint.com\/sites\/CollabProductMarketing\/01%20Contact%20Center\/Blogs\/Blog%20Content\/low-code%20options%20that%20any%20business%20can%20use.%20You%20can%20learn%20more%20about%20the%20power%20of%20this%20technology%20in%20the%20Every%20interaction%20counts%20with%20enterprise%20CPaaS%20blog%20by\">Keynote de la journ\u00e9e de l\u2019exp\u00e9rience client et s\u00e9ances de travail au WebexOne 2021<\/a><\/li>\n<li><a href=\"https:\/\/blog.webex.com\/fr\/experience-client\/chaque-interaction-compte-avec-le-cpaas-dentreprise\/\">le blog<\/a> Chaque interaction compte avec le CPaaS d\u2019entreprise de Jay Patel.<\/li>\n<li><a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\">Page web des solutions Webex Customer Experience<\/a> (NOUVEAUT\u00c9\u00a0!)<\/li>\n<li><a href=\"https:\/\/blog.webex.com\/fr\/visioconferences\/quoi-de-neuf-dans-webex-octobre-2021\/\">Blog \u00ab\u00a0Quoi de neuf dans Webex\u00a0\u00bb, octobre\u00a02021<\/a><\/li>\n<li><a href=\"https:\/\/blog.webex.com\/fr\/experience-client\/webexone-jour-2-reinventer-lexperience-client\/\">WebexOne Jour\u00a02 | R\u00e9inventer l\u2019exp\u00e9rience client [BLOG]<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Les cinq comp\u00e9tences fondamentales des entreprises sp\u00e9cialis\u00e9es dans le service client Vous entendez souvent parler de l\u2019exp\u00e9rience client et comment [&hellip;]<\/p>\n","protected":false},"author":5406,"featured_media":379290,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1563],"tags":[15112],"class_list":["post-381119","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experience-client","tag-workforce-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - 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