{"id":382996,"date":"2020-11-17T08:41:08","date_gmt":"2020-11-17T16:41:08","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/mise-a-jour-mensuelle-le-secret-de-lamelioration-de-votre-service-client-se-cache-dans-votre-site-internet\/"},"modified":"2020-11-17T08:41:08","modified_gmt":"2020-11-17T16:41:08","slug":"mise-a-jour-mensuelle-le-secret-de-lamelioration-de-votre-service-client-se-cache-dans-votre-site-internet","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/mise-a-jour-mensuelle-le-secret-de-lamelioration-de-votre-service-client-se-cache-dans-votre-site-internet\/","title":{"rendered":"Mise \u00e0 jour mensuelle\u00a0: Le secret de l\u2019am\u00e9lioration de votre ..."},"content":{"rendered":"


\n L\u2019essor du num\u00e9rique et les attentes client<\/strong>
\n<\/span><\/h2>\n

Selon une enqu\u00eate mondiale de McKinsey & Company, 62\u00a0% des entreprises constatent une demande croissante d\u2019achats et de services en ligne de la part de leurs clients, et 53\u00a0% pensent que cette tendance va se poursuivre \u00e0 l\u2019avenir. \u00a0Le secteur bancaire est un exemple d\u2019adoption g\u00e9n\u00e9ralis\u00e9e du num\u00e9rique et du service multicanal. En juillet 2020, l\u2019utilisation des centres de contact dans le secteur bancaire aux \u00c9tats-Unis \u00e9tait en hausse d\u2019environ 6\u00a0% et l\u2019utilisation mobile d\u2019environ 8\u00a0%, par rapport \u00e0 d\u00e9cembre 2019.<\/p>\n

\u00c0 l\u2019approche des f\u00eates de fin d\u2019ann\u00e9e, le num\u00e9rique et le multicanal vont prendre encore plus d\u2019importance. Ainsi, les consommateurs du monde entier vont d\u00e9placer leurs achats de No\u00ebl vers lnternet. Cela entra\u00eenera sans aucun doute une augmentation du flux d\u2019informations vers votre centre d\u2019appels<\/a>. Par cons\u00e9quent, de nombreux responsables de centres de contact trouvent des moyens de g\u00e9rer efficacement ce flux en utilisant des ressources aliment\u00e9es par l\u2019intelligence artificielle<\/a>, telles que des robots vocaux et de chat en libre-service, et des fonctions d\u2019interception de sites Internet en temps r\u00e9el et contextualis\u00e9es.<\/p>\n

Les attentes des consommateurs sont \u00e9galement en hausse. Les consommateurs attendent des interactions num\u00e9riques simples, pratiques et rapides, avec un contenu adapt\u00e9 \u00e0 leurs int\u00e9r\u00eats et \u00e0 leurs besoins individuels. Le d\u00e9fi pour les entreprises est donc d\u2019am\u00e9liorer ces environnements num\u00e9riques afin d\u2019accro\u00eetre la satisfaction et de r\u00e9duire le taux de d\u00e9sabonnement.<\/p>\n

Mais que se passerait-il si vous pouviez obtenir une vision plus globale de la r\u00e9alit\u00e9 des besoins de vos clients avant qu\u2019ils n\u2019atteignent votre centre de contact ? Et si vous pouviez vraiment comprendre les difficult\u00e9s d\u2019un client, et exploiter ces informations pour cr\u00e9er des espaces \u00e9motionnels personnalis\u00e9s et positifs ? Et ainsi optimiser votre offre pour les clients \u00e0 venir ?<\/p>\n


\n Quelles sont les nouveaut\u00e9s ?<\/strong>
\n<\/span><\/h2>\n

Je suis donc ravi de vous parler des derni\u00e8res am\u00e9liorations apport\u00e9es \u00e0 la gestion d\u2019environnement t\u00e9l\u00e9phonique Webex<\/a>. Webex est notre solution pour la gestion de l\u2019environnement d\u2019appel, install\u00e9e sur le nuage et aliment\u00e9e par l\u2019intelligence artificielle et l\u2019apprentissage machine. Avec notre derni\u00e8re s\u00e9rie de nouvelles fonctionnalit\u00e9s, nous nous attachons \u00e0 aider les entreprises \u00e0 mieux comprendre les besoins de leurs clients sur les sites Internet pour qu\u2019ils puissent y intervenir en temps r\u00e9el.<\/p>\n


\n En<\/strong>
\n q<\/strong>
\n u\u00eates d\u2019interception personnalis\u00e9es sur le site web<\/strong>
\n<\/span><\/h2>\n

Cette nouvelle fonctionnalit\u00e9 permet de personnaliser les besoins de vos clients sur votre site Internet gr\u00e2ce \u00e0 des questions d\u2019enqu\u00eate contextuelles li\u00e9es, par exemple, \u00e0 la rencontre d\u2019\u00e9ventuel probl\u00e8me. De fait, si un client a essay\u00e9 de payer une facture et que sa d\u00e9marche n\u2019a pas abouti, une enqu\u00eate personnalis\u00e9e du type \u00ab\u00a0Bonjour Kim, avez-vous eu des difficult\u00e9s \u00e0 payer votre facture ?\u00a0\u00bb peut \u00eatre d\u00e9clench\u00e9e pour comprendre son parcours. Ce retour d\u2019information est collect\u00e9 et peut \u00eatre utilis\u00e9 au sein de votre entreprise pour corriger tout probl\u00e8me avec votre site Internet et contacter le client pour le r\u00e9soudre.<\/p>\n


\n \"Enqu\u00eates
\n<\/a><\/p>\n


\n Enqu\u00eates Internet pagin\u00e9es<\/strong>
\n<\/span><\/h2>\n

Vous avez d\u00e9sormais la possibilit\u00e9 de regrouper des questions pour une enqu\u00eate afin qu\u2019elles s\u2019affichent sur la m\u00eame page, en plus de l\u2019affichage immersif actuel d\u2019une seule question par page.\u00a0 Nos recherches ont montr\u00e9 que cela peut augmenter le taux de r\u00e9alisation compl\u00e8te des enqu\u00eates dans certains sc\u00e9narios, comme pour les programmes \u00ab\u00a0Voix des employ\u00e9s\u00a0\u00bb ou pour des questionnaires d\u2019enqu\u00eate plus longs.\u00a0 Les questions connexes peuvent \u00eatre regroup\u00e9es, ce qui r\u00e9duit le nombre de clics. Gr\u00e2ce \u00e0 ce bon \u00e9quilibre, le client n\u2019est pas submerg\u00e9 et peut r\u00e9pondre rapidement \u00e0 l\u2019enqu\u00eate. Plus vos clients r\u00e9pondent \u00e0 des enqu\u00eates, plus vous avez d\u2019informations sur ce qui les motive et sur la fa\u00e7on dont ils vivent votre marque.<\/p>\n


\n \"Enqu\u00eate
\n<\/a><\/p>\n


\n Alertes cibl\u00e9es en temps r\u00e9el pour des segments de client\u00e8le<\/strong>
\n<\/span><\/h2>\n

Vos clients ne sont pas tous identiques Les clients issus de zones g\u00e9ographiques, de groupes d\u2019\u00e2ge, de tailles d\u2019entreprise sp\u00e9cifiques, etc. peuvent avoir des impressions diff\u00e9rentes sur votre marque. Le fait de pouvoir segmenter vos clients selon des crit\u00e8res strat\u00e9giques pour votre entreprise, afin de comprendre comment ils interagissent avec elle, peut faire ressortir des informations surprenantes.<\/p>\n

Vous pouvez d\u00e9sormais configurer des segments de client\u00e8le dans le gestionnaire d\u2019environnement Webex et cr\u00e9er des alertes en temps r\u00e9el, destin\u00e9es \u00e0 des collaborateurs ou des services sp\u00e9cifiques au sein de votre entreprise. Ces alertes peuvent \u00eatre transmises par de multiples canaux, tels que le courrier \u00e9lectronique, les SMS et l\u2019application Webex Teams<\/a>.<\/p>\n

Par exemple, si l\u2019un de vos segments de client\u00e8le regroupe des mill\u00e9niaux, vivant dans certaines villes \u00e0 haute valeur ajout\u00e9e, vous pouvez d\u00e9clencher des enqu\u00eates en temps r\u00e9el avec des questions sp\u00e9cifiques sur leur parcours dans le contexte de leurs activit\u00e9s. \u00a0Si un client qui entre dans ce segment vient d\u2019ouvrir un compte, vous pouvez lui demander s\u2019il souhaite s\u2019inscrire \u00e0 l\u2019un de vos webinaires. Si le client choisit de ne pas s\u2019enregistrer, des alertes en temps r\u00e9el peuvent \u00eatre d\u00e9clench\u00e9es vers des personnes ou des \u00e9quipes-cl\u00e9s de votre entreprise, pour les informer de la r\u00e9ponse. Cela permet \u00e0 votre entreprise de mieux comprendre les mod\u00e8les de comportement de certains segments de client\u00e8le et d\u2019apporter des modifications qui vous aideront \u00e0 atteindre vos objectifs.<\/p>\n

Ces nouvelles fonctionnalit\u00e9s permettent aux responsables des centres de contact et des besoins client d\u2019avoir une vision claire du parcours du consommateur. Ce qui leur donne alors un avantage strat\u00e9gique unique pour am\u00e9liorer la satisfaction et la fid\u00e9lisation des clients et se distinguer des autres entreprises.<\/p>\n


\n Quelle est la prochaine \u00e9tape\u00a0?<\/strong>
\n<\/span><\/h2>\n

Suivez les annonces dont nous vous ferons part le mois prochain au sujet de notre solution de centre de contact Webex<\/a> qui a \u00e9t\u00e9 r\u00e9compens\u00e9e, et inscrivez-vous d\u00e8s maintenant au Webexone<\/a>\u00a0!<\/p>\n

Pour en savoir plus sur la mani\u00e8re de cr\u00e9er de meilleurs environnements num\u00e9riques pour vos clients, visitez notre site Internet<\/a>.<\/p><\/blockquote>\n

\u00a0<\/p>\n

Pour en savoir plus<\/strong><\/p>\n

https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020<\/p>\n

https:\/\/blogs.cisco.com\/collaboration\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions<\/p>\n

https:\/\/blogs.cisco.com\/collaboration\/ciscos-latest-innovations-in-artificial-intelligence-improve-contact-center-performance-and-enrich-customer-experiences<\/p>\n","protected":false},"excerpt":{"rendered":"

D\u00e9couvrez les derni\u00e8res am\u00e9liorations apport\u00e9es \u00e0 la gestion de l\u2019environnement Webex, qui permettent aux responsables des centres de contact et de l\u2019environnement client d\u2019avoir une id\u00e9e pr\u00e9cise du parcours de ce dernier !<\/p>\n","protected":false},"author":5501,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5253,1563],"tags":[5256,4278],"class_list":["post-382996","post","type-post","status-publish","format-standard","hentry","category-collaboration-fr","category-experience-client","tag-centre-dappel","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"\nMise \u00e0 jour mensuelle\u00a0: Le secret de l\u2019am\u00e9lioration de votre service client se cache dans votre site Internet | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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