{"id":6882,"date":"2023-04-24T21:43:41","date_gmt":"2023-04-24T18:43:41","guid":{"rendered":"https:\/\/masterbase.com\/es\/es\/es\/es\/es\/?p=6882"},"modified":"2023-12-26T12:00:33","modified_gmt":"2023-12-26T10:00:33","slug":"avantages-de-lautomatisation-du-service-client","status":"publish","type":"post","link":"https:\/\/masterbase.com\/fr\/beneficios-de-la-automatizacion-en-atencion-al-cliente\/masterbase\/","title":{"rendered":"Les avantages de l'automatisation dans le service \u00e0 la client\u00e8le"},"content":{"rendered":"<p>Qu'il s'agisse d'une petite entreprise avec un seul agent du service client\u00e8le ou d'une grande soci\u00e9t\u00e9 avec une \u00e9quipe d'assistance compos\u00e9e de dizaines (voire de centaines) de cadres, nous sommes presque certains qu'ils sont tous tr\u00e8s occup\u00e9s.<\/p>\n<p>Le service \u00e0 la client\u00e8le est aujourd'hui plus important que jamais, et l'utilisation de l'automatisation permet de fournir un service de premi\u00e8re classe.<\/p>\n<p>Certaines entreprises r\u00e9sistent \u00e0 l'automatisation dans ce domaine parce qu'elles craignent que le recours aux chatbots n'appauvrisse l'exp\u00e9rience de personne \u00e0 personne. Mais cette crainte n'est pas fond\u00e9e, car l'automatisation lib\u00e8re votre \u00e9quipe du travail sur un ou deux points de contact, ce qui lui permet de fournir un service de haute qualit\u00e9 qui profite aux clients \u00e0 tous les points de contact.<\/p>\n<p>Voici quatre fa\u00e7ons dont l'automatisation du service client peut profiter \u00e0 vos clients et m\u00eame les ravir.<\/p>\n<h2>1. le suivi des clients est rationalis\u00e9<\/h2>\n<p>L'id\u00e9al est de disposer d'une assistance omnicanale transparente. Vous devez donc savoir comment et quand assurer le suivi de vos clients.<\/p>\n<p>Lorsque vos \u00e9quipes contactent les clients pour assurer le suivi d'un probl\u00e8me d'assistance, plusieurs choses se produisent :<\/p>\n<ul>\n<li>Vos clients remarquent que votre entreprise se pr\u00e9occupe de savoir si le probl\u00e8me a \u00e9t\u00e9 r\u00e9solu.<\/li>\n<li>Ils leur donnent la possibilit\u00e9 de signaler tout probl\u00e8me persistant, ce qu'ils n'auraient pas fait sans ce contact suppl\u00e9mentaire.<\/li>\n<li>Votre entreprise a une nouvelle opportunit\u00e9 d'\u00e9tablir un lien avec le client.<\/li>\n<\/ul>\n<p>Cependant, le suivi peut s'av\u00e9rer difficile : votre \u00e9quipe d'assistance peut ne pas avoir le temps ou les ressources n\u00e9cessaires pour appeler ou envoyer un courrier \u00e9lectronique \u00e0 toutes les personnes qu'elle a aid\u00e9es.<\/p>\n<p>La consolidation automatique de plusieurs canaux de communication en un seul outil peut s'av\u00e9rer tr\u00e8s utile.<\/p>\n<h2>2. Vous pouvez offrir un service personnalis\u00e9 \u00e0 grande \u00e9chelle<\/h2>\n<p>Si vous souhaitez offrir une exp\u00e9rience client optimale (vous \u00eates fier de conna\u00eetre les besoins de vos clients), un service personnalis\u00e9 \u00e0 grande \u00e9chelle peut sembler presque impossible.<\/p>\n<p>Cependant, vous pouvez utiliser l'automatisation pour consolider les informations sur les clients en un seul endroit, ce qui vous laisse le temps de vous concentrer sur l'apport d'une touche personnelle.<\/p>\n<p>Par exemple, vous pouvez mettre \u00e0 jour les contacts dans votre outil de gestion de la relation client (CRM) avec les interactions des tickets d'assistance, ou inscrire un nouveau client \u00e0 un programme de r\u00e9ponse aux questions fr\u00e9quemment pos\u00e9es.<\/p>\n<h2>3. Les pr\u00e9occupations complexes des clients peuvent \u00eatre enti\u00e8rement r\u00e9solues<\/h2>\n<p>Certaines questions ou pr\u00e9occupations des clients sont relativement faciles \u00e0 r\u00e9soudre. Il peut s'agir par exemple d'une demande de mise \u00e0 jour concernant un colis exp\u00e9di\u00e9 ou d'informations sur une politique de retour, ce sont des questions simples.<\/p>\n<p>Parfois, cependant, les clients ont des pr\u00e9occupations ou des probl\u00e8mes complexes. Il se peut qu'un client utilisant votre produit ou service ait continuellement des probl\u00e8mes techniques complexes qui n\u00e9cessitent une attention particuli\u00e8re, ou que quelqu'un insiste sur le fait que vos produits sont arriv\u00e9s endommag\u00e9s \u00e0 plusieurs reprises.<\/p>\n<p>Vous pouvez avoir besoin d'\u00e9tiqueter d'autres membres de l'\u00e9quipe ou d'escalader le probl\u00e8me \u00e0 une autre \u00e9quipe pour les probl\u00e8mes plus complexes, tout en gardant vos clients \u00e0 l'aise. L'automatisation peut vous aider \u00e0 acheminer les tickets vers les bonnes \u00e9quipes et \u00e0 r\u00e9sumer l'\u00e9tat actuel pour faciliter le transfert.<\/p>\n<p>Plus la gestion des probl\u00e8mes des clients est compl\u00e8te et efficace, mieux c'est, et l'automatisation peut garantir que rien n'est n\u00e9glig\u00e9.<\/p>\n<h2>4. Les probl\u00e8mes li\u00e9s au service \u00e0 la client\u00e8le sont r\u00e9solus rapidement sur toutes les plateformes.<\/h2>\n<p>Le client d'aujourd'hui a des attentes \u00e9lev\u00e9es dans tous les domaines, ce qui peut influencer directement la fa\u00e7on dont il per\u00e7oit son exp\u00e9rience avec votre entreprise. L'une de ces attentes est la rapidit\u00e9.<\/p>\n<p>Selon une \u00e9tude, 90% des consommateurs veulent des r\u00e9ponses imm\u00e9diates (dans les 10 minutes), et selon une autre, 48% des consommateurs attendent une r\u00e9ponse sur les m\u00e9dias sociaux dans les 24 heures.<\/p>\n<p>Lorsque l'automatisation est ma\u00eetris\u00e9e, il est plus facile de r\u00e9pondre \u00e0 ces attentes.<\/p>\n<h2>5. Vous ne perdez pas de vue les chiffres<\/h2>\n<p>Bien que l'attribution d'une note num\u00e9rique \u00e0 l'assistance fournie par votre \u00e9quipe puisse sembler s\u00e9v\u00e8re, il s'agit d'un outil transparent qui permet \u00e0 chaque membre de l'\u00e9quipe de savoir o\u00f9 il en est, d'une mani\u00e8re beaucoup plus tangible qu'un simple \"bon\".<\/p>\n<p>La plupart des applications de service \u00e0 la client\u00e8le sont dot\u00e9es d'un syst\u00e8me de suivi des mesures int\u00e9gr\u00e9, mais vous avez parfois besoin d'une personnalisation plus pouss\u00e9e de votre suivi des mesures.<\/p>\n<p>La cr\u00e9ation d'un processus automatis\u00e9 qui envoie les tickets \u00e0 une feuille de calcul ou \u00e0 une base de donn\u00e9es afin que vous puissiez effectuer vos propres calculs permet de gagner du temps et de faciliter l'ensemble du processus.<\/p>\n<p><strong style=\"font-weight: bold;\"><span style=\"background-color: #fac51c;\">Soutenez votre \u00e9quipe de service \u00e0 la client\u00e8le gr\u00e2ce \u00e0 l'automatisation<\/span><\/strong><\/p>\n<p>Votre \u00e9quipe d'assistance assure la satisfaction de vos clients, alors prenez soin d'elle aussi. L'automatisation des processus permet d'all\u00e9ger la charge de travail de votre \u00e9quipe de service \u00e0 la client\u00e8le, qui peut ainsi se concentrer sur la fourniture d'un excellent service.<\/p>\n<p><a style=\"user-select: auto;\" href=\"https:\/\/www.es.masterbase.com\/academia\/descubreautomatizacion.html\"><img data-recalc-dims=\"1\" decoding=\"async\" style=\"width: 650px !important; position: relative; max-width: 100%; cursor: pointer; padding: 0px 1px;\" src=\"https:\/\/i0.wp.com\/img.masterbase.com\/v2\/1\/5581\/b\/news\/enero\/2023\/banner-da.png?w=800&#038;ssl=1\" alt=\"\" \/><\/a><\/p>","protected":false},"excerpt":{"rendered":"<p>Qu'il s'agisse d'une petite entreprise avec un seul agent du service client\u00e8le ou d'une grande soci\u00e9t\u00e9 avec une \u00e9quipe d'assistance compos\u00e9e de dizaines (voire de centaines) de cadres, nous sommes presque certains qu'ils sont tous tr\u00e8s occup\u00e9s.\u00a0<\/p>","protected":false},"author":239642484,"featured_media":7062,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false,"jetpack_post_was_ever_published":false},"categories":[1389],"tags":[1411],"class_list":["post-6882","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-automatizacion","tag-atencion-al-cliente"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Beneficios de la automatizaci\u00f3n en Atenci\u00f3n al Cliente - MasterBase\u00ae<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/masterbase.com\/fr\/avantages-de-lautomatisation-du-service-client\/base-principale\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Beneficios de la automatizaci\u00f3n en Atenci\u00f3n al Cliente - MasterBase\u00ae\" \/>\n<meta property=\"og:description\" content=\"Tanto si se trata de una peque\u00f1a empresa con un \u00fanico agente de atenci\u00f3n al cliente, como de una gran corporaci\u00f3n con un equipo de asistencia de docenas (o incluso cientos) de ejecutivos, estamos casi seguros de que todos ellos est\u00e1n siempre muy 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