{"id":19713,"date":"2021-02-26T11:31:06","date_gmt":"2021-02-26T10:31:06","guid":{"rendered":"https:\/\/sendapp.live\/?p=19713"},"modified":"2021-02-26T11:42:49","modified_gmt":"2021-02-26T10:42:49","slug":"tendances-service-client-messagerie-sendapp","status":"publish","type":"post","link":"https:\/\/sendapp.live\/fr\/2021\/02\/26\/trends-customer-care-messaging-sendapp\/","title":{"rendered":"Tendances de la messagerie du service client en 2021"},"content":{"rendered":"

Vous ne pouvez pas attendre que 2020 soit termin\u00e9? Heureusement pour vous, une nouvelle ann\u00e9e approche \u00e0 grands pas et nous sommes d\u00e9j\u00e0 en train d'analyser ce qu'elle nous r\u00e9serve. Tendances pour la messagerie du service client. D\u00e9couvrez ces 6 conseils de nos experts en messagerie CX et d\u00e9marrez 2021 du bon pied !<\/p>\n

#1 \u2013 RENDEZ VOS CONVERSATIONS HYPER-PERSONNALIS\u00c9ES \ud83d\udcac<\/b><\/h3>\n

La personnalisation est un sujet majeur depuis des ann\u00e9es maintenant, et pour cause ! Les clients sont plus susceptibles d'acheter aupr\u00e8s de marques qui offrent une exp\u00e9rience personnalis\u00e9e. C'est pourquoi en 2021,\u00a0la personnalisation va au-del\u00e0 du marketing et concerne toutes les interactions des clients avec votre entreprise<\/b>.<\/p>\n

La connexion avec les clients sur leurs cha\u00eenes pr\u00e9f\u00e9r\u00e9es sera essentielle en 2021. Entamez des conversations sur Facebook<\/a>, WhatsApp<\/a>, Instagram<\/a> et d'autres applications de messagerie populaires. Non seulement pour le service client, mais aussi pour les promotions, mises \u00e0 jour, commandes ou autres messages personnalis\u00e9s. Soyez personnel, \u00e0 chaque \u00e9tape de leur parcours\u00a0!<\/p>\n

#2 \u2013 METTRE EN PLACE VOTRE PROPRE CHATBOT \ud83e\udd16<\/b><\/h3>\n

Ce n'est pas la premi\u00e8re fois que vous entendez parler de chatbots et ce ne sera certainement pas la derni\u00e8re. Nous pr\u00e9voyons que les chatbots seront encore plus populaires en 2021\u00a0! Tendances pour la messagerie du service client. Non seulement ils sont extr\u00eamement utiles pour cr\u00e9er d'excellentes exp\u00e9riences client, mais ils apportent \u00e9galement de nombreux avantages aux entreprises.<\/p>\n

Gestion des questions simples ou r\u00e9p\u00e9titives, g\u00e9n\u00e9ration de leads, collecte de donn\u00e9es clients, fonctionnement 24h\/24, 7j\/7, engagement client accru\u2026\u00a0<\/i>et nous ne faisons que commencer ! D'apr\u00e8s notre base de donn\u00e9es clients, les entreprises recherchent plus que jamais des solutions de chatbot ! Et si vous tenez compte du fait que les chatbots peuvent\u00a0\u00e9conomiser des co\u00fbts op\u00e9rationnels jusqu'\u00e0 30%<\/b>, il est facile de comprendre pourquoi les marques consid\u00e8rent les bots comme incontournables en 2021.<\/p>\n

#3 \u2013 TRANSFORMEZ VOS DONN\u00c9ES D'ENGAGEMENT CLIENT EN OR \ud83e\udd47<\/b><\/h3>\n

L'analyse des donn\u00e9es est chaude et continuera de l'\u00eatre en 2021. Vous ne pouvez jamais avoir assez de donn\u00e9es quand il s'agit de\u00a0client<\/i>\u00a0date. C'est pourquoi les rapports et les analyses dans la messagerie gagnent en importance.\u00a0Et si les donn\u00e9es sont le nouvel or, les donn\u00e9es conversationnelles seront le nouveau platine.<\/i>\u00a0Gr\u00e2ce \u00e0 la messagerie, davantage de donn\u00e9es peuvent \u00eatre captur\u00e9es, analys\u00e9es et utilis\u00e9es.<\/b><\/p>\n

Penser \u00e0\u00a0questions fr\u00e9quemment pos\u00e9es, sujets d'actualit\u00e9, questions sur les produits, probl\u00e8mes de service, ..<\/i>.? Toutes ces donn\u00e9es peuvent \u00eatre analys\u00e9es et mises dans des rapports significatifs pour prendre des d\u00e9cisions \u00e0 l'\u00e9chelle de l'entreprise. Apprenez \u00e0 mieux conna\u00eetre vos clients en 2021 et cr\u00e9ez des exp\u00e9riences client exceptionnelles pour l'avenir.<\/p>\n

#4 \u2013 D\u00c9VELOPPER UNE STRAT\u00c9GIE OMNICANNALE \ud83d\udd04<\/b><\/h3>\n

Les clients s'attendent \u00e0 ce que les entreprises soient disponibles et coh\u00e9rentes sur toutes leurs plateformes et canaux pr\u00e9f\u00e9r\u00e9s. Non seulement veulent-ils \u00eatre soutenus \u00e0 chaque \u00e9tape, mais ils veulent aussi que vous les connaissiez\u00a0! Sans avoir \u00e0 r\u00e9p\u00e9ter constamment leur probl\u00e8me ou leurs donn\u00e9es client lorsqu'ils les contactent via un canal diff\u00e9rent.\u00a0Vos donn\u00e9es client doivent suivre votre client, o\u00f9 qu'il aille.\u00a0<\/b><\/p>\n

Il est clair que les murs entre les ventes, le marketing et le support client sont en train de tomber. Les clients veulent interagir \u00e0 plusieurs niveaux\u00a0! De plus, les entreprises ont besoin d'une approche unifi\u00e9e sur tous les canaux et d'une solide int\u00e9gration avec les donn\u00e9es CRM de leurs clients.<\/p>\n

#5 \u2013 SOYEZ PR\u00caT POUR DES VOLUMES \u00c9LEV\u00c9S DANS LA MESSAGERIE \ud83d\udcf2<\/b><\/h3>\n

Pendant la pand\u00e9mie, de plus en plus de personnes ont d\u00e9couvert le chemin de la messagerie. Et en 2021, ils sont l\u00e0 pour rester ! Tendances pour la messagerie du service client. Nous avons vu les volumes de messages augmenter et nous pensons qu'ils continueront de cro\u00eetre en 2021, car les gens sentent \u00e0 quel point la messagerie avec les entreprises peut \u00eatre simple. La num\u00e9risation va plus vite que jamais et les conversations hors ligne sont d\u00e9sormais souvent remplac\u00e9es par la messagerie en ligne.<\/b><\/p>\n

Nous avons \u00e9galement remarqu\u00e9 que les entreprises utilisent de plus en plus les plateformes de messagerie pour parler aux clients. Plut\u00f4t que de cr\u00e9er leur propre application, ils ont maintenant l'impression que la communication sur ces applications de messagerie est plus facile, car c'est d\u00e9j\u00e0 sur le t\u00e9l\u00e9phone de leurs clients.<\/p>\n

#6 \u2013 FOCUS SUR LA VIE PRIV\u00c9E ET LA S\u00c9CURIT\u00c9 \ud83d\udd10<\/b><\/h3>\n

Violations de donn\u00e9es, hame\u00e7onnage, cyberattaques\u2026 c'est partout dans l'actualit\u00e9 et il semble que ce soit l\u00e0 pour rester dans un avenir proche. La confidentialit\u00e9 et la s\u00e9curit\u00e9 devraient donc figurer sur la liste des priorit\u00e9s de chaque entreprise pour 2021.\u00a0Les entreprises qui prennent au s\u00e9rieux la confidentialit\u00e9 doivent respecter leurs clients et investir dans des solutions solides.<\/b><\/p>\n

Non seulement les entreprises, mais aussi les clients sont de plus en plus pr\u00e9occup\u00e9s par leurs donn\u00e9es et leur s\u00e9curit\u00e9. Et bien que les donn\u00e9es soient importantes, les clients doivent avoir le sentiment qu'ils peuvent vous faire confiance et que vous donner leurs donn\u00e9es leur offre une exp\u00e9rience personnalis\u00e9e en retour.<\/p>\n

Pr\u00eat pour 2021 et au-del\u00e0 ?<\/b><\/h2>\n

COMMENCEZ PAR UNE MESSAGERIE D'ABORD\u00a0<\/b>STRAT\u00c9GIE AUJOURD'HUI\u00a0! \ud83d\ude80<\/b><\/h3>\n

Vous voulez \u00eatre s\u00fbr d'\u00eatre pr\u00eat pour l'avenir ? Selon nos experts en messagerie CX, il y a une tendance cl\u00e9 que nous devons garder \u00e0 l'esprit.\u00a0La messagerie et les m\u00e9dias sociaux deviendront un point de d\u00e9part<\/b>\u00a0pour tous les engagements et conversations<\/b>\u00a0avec vos clients dans un futur proche. Tendances pour la messagerie du service client. Si n\u00e9cessaire (\u00e0 cause de la complexit\u00e9 par exemple)<\/i>\u00a0ce sera l'agent qui d\u00e9cidera de d\u00e9vier vers la voix ou la vid\u00e9o. C'est pourquoi\u00a0Voix initi\u00e9e par l'agent<\/i>\u00a0est certainement le\u00a0nouveau<\/i>\u00a0grande chose dans la messagerie.<\/p>\n

Les marques qui se concentrent sur un\u00a0messagerie d'abord\u00a0<\/i><\/b>strat\u00e9gie<\/b>\u00a0aujourd'hui sont d\u00e9finitivement en avance pour les ann\u00e9es \u00e0 venir. D\u00e9viez-vous d\u00e9j\u00e0 les t\u00e9l\u00e9phones et les e-mails vers les r\u00e9seaux sociaux et de messagerie\u00a0? Avez-vous mis en place un transfert transparent du bot \u00e0 l'humain\u00a0? Pr\u00e9parez-vous d\u00e8s maintenant, car la messagerie CX d\u00e9finira les leaders de demain\u00a0!<\/p>\n

Demander une d\u00e9mo<\/a>\u00a0 et pr\u00e9parez-vous d\u00e8s aujourd'hui pour vos futurs clients.<\/p>","protected":false},"excerpt":{"rendered":"

Vous avez h\u00e2te que 2020 se termine\u00a0? Heureusement pour vous, une nouvelle ann\u00e9e approche \u00e0 grands pas et nous sommes d\u00e9j\u00e0 occup\u00e9s \u00e0 analyser ce qu'elle nous r\u00e9serve\u2026<\/p>","protected":false},"author":22,"featured_media":19714,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_daim_seo_power":"","_daim_enable_ail":"","footnotes":""},"categories":[883,19],"tags":[33,845,2565,2543,2578,2575,2554,30,25],"class_list":{"0":"post-19713","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-messenger","8":"category-whatsapp","9":"tag-google-chat-lalternativa-gratuita-a-whatsapp","10":"tag-instagram","11":"tag-live-chat","12":"tag-message","13":"tag-message-sender","14":"tag-messaging","15":"tag-send","16":"tag-sendapp","17":"tag-whatsapp"},"yoast_head":"\nTrends for Customer Care Messaging in 2021<\/title>\n<meta name=\"description\" content=\"Discover these 6 tips from our messaging CX experts and start 2021 fresh! 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