{"id":381168,"date":"2021-11-16T09:01:31","date_gmt":"2021-11-16T17:01:31","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/elevez-les-performances-de-votre-entreprise-de-service-client-grace-a-webex-app-pour-salesforce\/"},"modified":"2021-11-16T09:01:31","modified_gmt":"2021-11-16T17:01:31","slug":"elevez-les-performances-de-votre-entreprise-de-service-client-grace-a-webex-app-pour-salesforce","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/collaboration-fr\/visioconferences\/elevez-les-performances-de-votre-entreprise-de-service-client-grace-a-webex-app-pour-salesforce\/","title":{"rendered":"\u00c9levez les performances de votre entreprise de service client ..."},"content":{"rendered":"

Les agents des services client et Webex App pour Salesforce<\/h2>\n

Si vous avez d\u00e9j\u00e0 travaill\u00e9 dans un service client, \u00e0 n\u2019importe quel poste, vous \u00eates parfaitement conscient de l\u2019impact n\u00e9gatif d\u2019un workflow inefficace sur les performances \u00e9conomiques globales de l\u2019organisation.<\/p>\n

Des variations infimes du d\u00e9lai garanti de r\u00e9solution (TTR, Time-To-Resolution), du taux de r\u00e9solution au premier contact (FCR, First Contact Resolution) ou de la satisfaction client (CSAT, Customer Satisfaction) peuvent avoir des cons\u00e9quences d\u00e9sastreuses sur la sant\u00e9 g\u00e9n\u00e9rale et la rentabilit\u00e9 de votre entreprise.<\/p>\n

En g\u00e9n\u00e9ral, les agents de service client doivent disposer d\u2019un moyen efficace d\u2019interroger une base de connaissances afin de trouver la meilleure solution possible ou le produit le mieux adapt\u00e9 pour un client en ligne (ou via tout autre canal appropri\u00e9). Toutefois, dans certaines situations, la collaboration, tant avec les coll\u00e8gues que les clients, devient cruciale. Elle s\u2019av\u00e8re particuli\u00e8rement n\u00e9cessaire dans le cas de produits complexes de grande valeur, pour lesquels l\u2019approche traditionnelle d\u2019un centre de contact g\u00e9rant de tr\u00e8s nombreux appels n\u2019est pas adapt\u00e9e.<\/p>\n

La r\u00e9initialisation d\u2019un mot de passe n\u2019est pas un probl\u00e8me complexe et sa r\u00e9solution est, par nature, transactionnelle. En revanche, lorsqu\u2019il s\u2019agit de comprendre pourquoi le d\u00e9ploiement d\u2019un r\u00e9seau \u00e0 grande \u00e9chelle ne fonctionne pas ou pourquoi un syst\u00e8me d\u2019entreprise est d\u00e9faillant, la difficult\u00e9 est tout autre et une bonne communication d\u2019\u00e9quipe ainsi qu\u2019une coordination ad\u00e9quate sont n\u00e9cessaires. Si le projet est complexe ou si les enjeux sont importants, un agent hautement qualifi\u00e9, par exemple un ing\u00e9nieur support ou un gestionnaire de patrimoine, entre en contact directement avec le client et entame une collaboration qui peut durer plusieurs jours, plusieurs semaines, voire m\u00eame plusieurs mois.<\/p>\n

Tr\u00e8s souvent, une telle collaboration n\u2019implique pas seulement l\u2019agent et le client, mais aussi des experts qui ma\u00eetrisent certaines sp\u00e9cificit\u00e9s du produit ou ont d\u00e9j\u00e0 eu affaire avec le client.<\/p>\n

D\u2019une part, le workflow id\u00e9al pour un produit complexe permet \u00e0 l\u2019agent auquel est affect\u00e9 le ticket d\u2019entretenir une relation \u00e0 long terme avec le client et, d\u2019autre part, il facilite l\u2019implication des experts ad\u00e9quats dans le but d\u2019acc\u00e9l\u00e9rer le service et ainsi de mieux satisfaire le client.<\/p>\n

Am\u00e9liorations des workflows de service client pour Meetings, Messaging et Calling<\/h2>\n

En plus des cas d\u2019utilisation sp\u00e9cifiques aux r\u00f4les commerciaux charg\u00e9s des appels entrants et sortants, nous sommes fiers d\u2019annoncer que Webex App pour Salesforce int\u00e8gre \u00e0 pr\u00e9sent des workflows centr\u00e9s sur le service client, tout particuli\u00e8rement pour permettre aux agents hautement qualifi\u00e9s de servir leurs clients plus rapidement, et d\u2019optimiser leur capacit\u00e9 \u00e0 entretenir de bonnes relations avec eux.<\/p>\n

D\u00e9couvrons maintenant ces toutes r\u00e9centes fonctionnalit\u00e9s.<\/p>\n

Informations contextuelles sur l\u2019appelant<\/h2>\n

Lorsque les agents de service client re\u00e7oivent un appel et que le combin\u00e9 Webex se met \u00e0 sonner dans Salesforce, ils voient d\u00e9sormais des informations contextuelles pertinentes sur l\u2019appelant, telles que ses coordonn\u00e9es, le nom du compte et des d\u00e9tails sur ses r\u00e9centes demandes. Ces informations leur permettent d\u2019accueillir le client de fa\u00e7on plus chaleureuse et de fournir un contexte imm\u00e9diat, ce qui acc\u00e9l\u00e8re le processus de r\u00e9solution.<\/p>\n


\n \"Salesforce_InboundCall-1\"
\n<\/a><\/p>\n

Apr\u00e8s avoir r\u00e9pondu \u00e0 l\u2019appel, les agents peuvent acc\u00e9der \u00e0 des informations plus d\u00e9taill\u00e9es sur l\u2019appelant, notamment l\u2019historique des activit\u00e9s et tous les objets Salesforce associ\u00e9s.<\/p>\n


\n \"Salesforce_CallDetails-2\"
\n<\/a><\/p>\n

Nous avons \u00e9voqu\u00e9 les workflows relatifs aux appels entrants d\u2019assistance et de gestion des incidents\u00a0; n\u00e9anmoins, la m\u00eame exp\u00e9rience de journalisation des appels s\u2019applique aussi aux appels sortants.<\/p>\n

Par ailleurs, l\u2019exp\u00e9rience des agents \u00e9tant hautement personnalisable dans la partie Webex Admin de Webex App pour Salesforce, les professionnels des processus m\u00e9tier ont l\u2019assurance de pouvoir r\u00e9pondre aux exigences de tous les workflows ou sc\u00e9narios possibles.<\/p>\n

Cr\u00e9ation d\u2019un espace optimis\u00e9<\/h2>\n

Dans l\u2019optique d\u2019optimiser le workflow, cette nouvelle version de Webex App pour Salesforce propose une mani\u00e8re plus rapide de cr\u00e9er un espace de collaboration Webex associ\u00e9 au cas (ou \u00e0 tout autre objet) Salesforce et d\u2019y ajouter tous les intervenants appropri\u00e9s. Lors de la cr\u00e9ation d\u2019un cas, le composant Webex Messaging propose aux agents la possibilit\u00e9 de cr\u00e9er un espace qui sera associ\u00e9 \u00e0 ce cas. Pendant la cr\u00e9ation, un seul clic suffit pour donner \u00e0 l\u2019espace le m\u00eame nom que celui du cas, et il est tr\u00e8s simple d\u2019ajouter des membres \u00e0 l\u2019espace depuis une \u00e9quipe d\u2019assistance d\u00e9finie dans Salesforce.<\/p>\n

\u00a0<\/p>\n


\n \"Salesforce_CreateASpace-3\"
\n<\/a><\/p>\n

Robots de notification<\/h2>\n

Un autre aspect important du processus de gestion des incidents est de pouvoir communiquer rapidement avec toutes les parties concern\u00e9es, afin de limiter tout risque potentiel ou r\u00e9action ind\u00e9sirable.<\/p>\n

Pour faciliter la diffusion des informations, nous avons ajout\u00e9 une fonctionnalit\u00e9 permettant aux administrateurs de provisionner et d\u2019associer des robots de notification \u00e0 n\u2019importe quel objet Salesforce et ses attributs. Par exemple, il est possible de cr\u00e9er un robot qui notifie les espaces Webex associ\u00e9s \u00e0 un objet cas d\u00e8s que ce cas change d\u2019\u00e9tat. Le message qui sera envoy\u00e9 est enti\u00e8rement personnalisable et prend en charge des param\u00e8tres dynamiques.<\/p>\n


\n \"Salesforce_WebexSpaceNotifications\"
\n<\/a><\/p>\n

Nouvelle exp\u00e9rience d\u2019administration<\/h2>\n

Pour finir, la nouvelle version de Webex App pour Salesforce est dot\u00e9e d\u2019une section Admin repens\u00e9e qui propose des informations contextuelles et facilite l\u2019impl\u00e9mentation des configurations souhait\u00e9es.<\/p>\n

Gr\u00e2ce \u00e0 la prise en charge des workflows de service client, Webex App pour Salesforce \u00e9largit ses fonctionnalit\u00e9s au-del\u00e0 des ventes, pour permettre au vaste sous-groupe d\u2019utilisateurs de Salesforce centr\u00e9s sur le service client d\u2019optimiser son efficacit\u00e9 et d\u2019entretenir d\u2019excellentes relations avec la client\u00e8le.<\/p>\n

Cliquez pour en savoir plus et t\u00e9l\u00e9charger Webex App pour Salesforce<\/a><\/p><\/blockquote>\n

En savoir plus<\/strong><\/p>\n

Quoi de neuf dans Webex\u00a0? Octobre 2021<\/a><\/p>\n

Trouvez rapidement une solution aux incidents majeurs avec Webex for ServiceNow<\/a><\/p>\n

Concluez les ventes plus rapidement avec Webex + Salesforce<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Les agents des services client et Webex App pour Salesforce Si vous avez d\u00e9j\u00e0 travaill\u00e9 dans un service client, \u00e0 […]<\/p>\n","protected":false},"author":5497,"featured_media":380485,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5253,1493],"tags":[3851,2066,5672,5844,15591],"class_list":["post-381168","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-collaboration-fr","category-visioconferences","tag-collaboration-solutions","tag-outils-de-collaboration","tag-solutions-de-collaboration","tag-webex-appels","tag-webex-meetings-fr-3"],"acf":[],"yoast_head":"\n\u00c9levez les performances de votre entreprise de service client gr\u00e2ce \u00e0 Webex App pour Salesforce | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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