{"id":16939,"date":"2020-07-22T09:12:03","date_gmt":"2020-07-22T07:12:03","guid":{"rendered":"https:\/\/sendapp.live\/?p=16939"},"modified":"2024-07-22T16:46:51","modified_gmt":"2024-07-22T14:46:51","slug":"14-razones-para-usar-la-mensajeria-en-el-servicio-al-cliente","status":"publish","type":"post","link":"https:\/\/sendapp.live\/fr\/2020\/07\/22\/14-motivi-per-usare-la-messaggistica-nel-servizio-clienti\/","title":{"rendered":"14 raisons d'utiliser la messagerie dans le service client"},"content":{"rendered":"

Le paradoxe de la g\u00e9n\u00e9ration des smartphones est qu'\u00e0 mesure que de nouveaux produits et services arrivent rapidement sur le march\u00e9, la pr\u00e9cieuse fid\u00e9lit\u00e9 \u00e0 la marque continue de d\u00e9cliner.<\/p>\n

Les consommateurs ont plus de choix que jamais quant \u00e0 la banque ou \u00e0 la compagnie d'\u00e9nergie qu'ils utilisent, o\u00f9 ils ach\u00e8tent des choses ou comment ils rentrent chez eux apr\u00e8s une soir\u00e9e. La concurrence pour attirer l'attention (et l'argent) des consommateurs continue de d\u00e9placer le pouvoir des institutions vers les individus.<\/p>\n

Il s'ensuit que la fid\u00e9lit\u00e9 est de plus en plus quelque chose qui ne peut \u00eatre gagn\u00e9e que gr\u00e2ce \u00e0 un excellent service client sur n'importe quelle plate-forme \u00e0 tout moment. Voici 14 faits et statistiques qui expliquent pourquoi le service client est un besoin commercial urgent.<\/p>\n

Les consommateurs adoptent de plus en plus une perspective num\u00e9rique<\/h2>\n

1. Avoir une strat\u00e9gie de smartphone est depuis longtemps un enjeu pour les entreprises en contact avec les clients. Le cabinet de conseil en management McKinsey<\/a>, a interrog\u00e9 des consommateurs dans divers secteurs d'activit\u00e9. Dans les t\u00e9l\u00e9communications, par exemple, ils ont constat\u00e9 que 90% des parcours de service client ont commenc\u00e9 num\u00e9riquement et que 76% des clients t\u00e9l\u00e9coms \u00e9taient satisfaits d'un parcours de service enti\u00e8rement num\u00e9rique, contre 57% de satisfaction avec les interactions via les canaux traditionnels tels que les centres d'appels.<\/p>\n

Service client 24h\/24 et 7j\/7<\/h2>\n

2. Une r\u00e9cente \u00e9tude aupr\u00e8s des consommateurs men\u00e9e par West UC a r\u00e9v\u00e9l\u00e9 que 70% des personnes interrog\u00e9es souhaitent des options de service client plus pratiques pour prendre en charge les modes de vie 24h\/24 et 7j\/7, tandis que 74% conviennent qu'il est frustrant que le service client ne soit disponible que pendant les heures de travail. Un 47% suppl\u00e9mentaire aimerait voir plus d'options de service client adapt\u00e9es aux smartphones.<\/p>\n

3. La m\u00eame \u00e9tude d'UC West a r\u00e9v\u00e9l\u00e9 que les attentes des consommateurs en mati\u00e8re de r\u00e9activit\u00e9 des entreprises \u00e9taient \u00e9lev\u00e9es. La plupart souhaitent que la plupart des demandes soient trait\u00e9es instantan\u00e9ment, ce qui donne le moins d'avantages aux appels vocaux.<\/p>\n

4. BI Intelligence rapporte que les interactions avec le service client via des m\u00e9thodes h\u00e9rit\u00e9es ont diminu\u00e9 de 7% aux \u00c9tats-Unis au cours des 2 derni\u00e8res ann\u00e9es, les consommateurs abandonnant les canaux de service client traditionnels comme la voix et le courrier \u00e9lectronique pour des alternatives automatis\u00e9es comme la messagerie.<\/p>\n

5. BI Intelligence rapporte que les interactions avec le service client via des m\u00e9thodes h\u00e9rit\u00e9es ont diminu\u00e9 de 7% aux \u00c9tats-Unis au cours des 2 derni\u00e8res ann\u00e9es, les consommateurs abandonnant les canaux de service client traditionnels comme la voix et le courrier \u00e9lectronique pour des alternatives automatis\u00e9es comme la messagerie.<\/p>\n

L'impact d'un mauvais service client<\/h2>\n

6. Accenture estime le co\u00fbt du changement de clients en raison d'un mauvais service client \u00e0 1\u00a0600\u00a0milliards de $.<\/p>\n

7. Le rapport Digital Disconnect In Customer Engagement va plus loin. Il a \u00e9t\u00e9 constat\u00e9 que le 52% des clients avait chang\u00e9 de service au cours de l'ann\u00e9e \u00e9coul\u00e9e en raison d'un service client m\u00e9diocre, les banques, les d\u00e9taillants et les fournisseurs de t\u00e9l\u00e9vision par c\u00e2ble et par satellite \u00e9tant les pires contrevenants.<\/p>\n

8. Pr\u00e8s de la moiti\u00e9 des personnes interrog\u00e9es dans la m\u00eame \u00e9tude sur la d\u00e9connexion num\u00e9rique (45%) ont d\u00e9clar\u00e9 qu'elles \u00e9taient pr\u00eates \u00e0 payer un prix plus \u00e9lev\u00e9 pour des produits s'ils fournissaient un meilleur niveau de service.<\/p>\n

9. Une enqu\u00eate aupr\u00e8s des consommateurs et des entreprises men\u00e9e par le fournisseur d'appels vid\u00e9o, Sinch, a r\u00e9v\u00e9l\u00e9 que 23% des personnes interrog\u00e9es passeraient \u00e0 une banque proposant des appels vid\u00e9o en tant que point de contact du service client.<\/p>\n

Les entreprises r\u00e9agissent<\/h2>\n

10. L'utilisation des SMS A2P continue de cro\u00eetre. Dans un r\u00e9cent rapport de l'analyste Ovum, les messages SMS A2P devraient atteindre 1,28 tonne, contre 1,16 tonne en 2016.<\/p>\n

11. Le m\u00eame rapport Ovum a indiqu\u00e9 que l'utilisation des SMS comme canal de communication client continue de cro\u00eetre et que les SMS exploitables deviennent de plus en plus importants pour les entreprises, avec 23% de r\u00e9pondants d\u00e9clarant que leur utilisation des SMS bidirectionnels a augment\u00e9 au cours des 12 derni\u00e8res ann\u00e9es. mois. Les chatbots sont rapidement entr\u00e9s dans le mix du service client, la plupart des applications de chat permettant aux entreprises d'acc\u00e9der \u00e0 leurs plateformes de chatbot, pour permettre des interactions enti\u00e8rement ou partiellement automatis\u00e9es avec les clients. Cependant, les chatbots ne se limitent pas aux applications ; en fait, la plupart des services SMS bidirectionnels sont \u00e9galement aliment\u00e9s par des chatbots, tels que des services bas\u00e9s sur SMS qui permettent \u00e0 un client bancaire de s\u00e9lectionner une transaction ou de r\u00e9cup\u00e9rer le solde de son compte.<\/p>\n

12. Les organisations qui ont d\u00e9j\u00e0 lanc\u00e9 des chatbots ont constat\u00e9 une r\u00e9duction allant jusqu'\u00e0 70% des demandes d'appel, de chat et d'e-mail. Ils signalent \u00e9galement une satisfaction client accrue et des \u00e9conomies de 33% pour l'engagement vocal, selon Gartner.<\/p>\n

13. Selon Gartner, 25% des entreprises de service client et d'assistance int\u00e9greront un chatbot d'ici 2020, contre moins de 2% en 2017. Alors que les entreprises r\u00e9alisent les avantages du libre-service automatis\u00e9, combin\u00e9s \u00e0 la possibilit\u00e9 de passer \u00e0 un \u00eatre humain agissant dans des situations complexes.<\/p>\n

14. Cependant, la confiance est un facteur important pour les consommateurs en ce qui concerne les chatbots et les assistants vocaux. La plupart des personnes interrog\u00e9es dans une r\u00e9cente \u00e9tude de l'Institute of Customer Service ont d\u00e9clar\u00e9 qu'elles pensaient que les entreprises devraient \u00eatre totalement transparentes si et quand elles ne traitent pas avec de vraies personnes.<\/p>\n

Consultez notre dernier livre \u00e9lectronique A2P Messaging - The Business of Communication pour en savoir plus sur la mani\u00e8re dont les SMS bouleversent l'engagement client.<\/p>","protected":false},"excerpt":{"rendered":"

Le paradoxe de la g\u00e9n\u00e9ration des smartphones est que, malgr\u00e9 l'arriv\u00e9e rapide de nouveaux produits et services sur le march\u00e9, la fid\u00e9lit\u00e9 aux marques, si pr\u00e9cieuses, continue de d\u00e9cliner. Les consommateurs ont davantage de choix\u2026<\/p>","protected":false},"author":22,"featured_media":16940,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_daim_seo_power":"","_daim_enable_ail":"","footnotes":""},"categories":[1343],"tags":[63,32,874,53,122,49,833,39,30,25,64,125],"class_list":{"0":"post-16939","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-mobile","8":"tag-allarme-per-whatsapp","9":"tag-android","10":"tag-app","11":"tag-archivia-chat-whatsapp","12":"tag-risposta-automatica-per-whatsapp","13":"tag-come-inviare-messaggi-che-si-autodistruggono-su-whatsapp-e-possibile-inviare-messaggi-whatsapp-che-si-autodistruggono-dopo-24-ore-utilizzando-funzione","14":"tag-how-to-set-up-auto-reply-for-whatsapp-guide-for-2020","15":"tag-da-iphone-su-android","16":"tag-sendapp","17":"tag-whatsapp","18":"tag-whatsapp-virus","19":"tag-whatsapp-web"},"yoast_head":"\n14 motivi 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