{"id":355,"date":"2020-10-14T18:05:00","date_gmt":"2023-09-07T18:05:27","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=355"},"modified":"2023-11-13T16:50:09","modified_gmt":"2023-11-13T16:50:09","slug":"comment-bien-gerer-clients-dans-centre-d-appels","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/fr\/blog\/comment-bien-gerer-clients-dans-centre-d-appels\/","title":{"rendered":"Comment bien g\u00e9rer les clients dans un centre d\u2019appels\u2009?"},"content":{"rendered":"\n<p><b>La qualit\u00e9 de la gestion de la relation client dans un centre d\u2019appels repose sur votre <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/fr\/blog\/2015\/10\/une-vision-a-360--du-client---la-cle-du-succes--.html\" target=\"_blank\" rel=\"noopener\">vision compl\u00e8te \u00e0 360\u00b0 de l\u2019historique client<\/a>. Cet historique regroupe les informations recueillies \u00e0 partir de supports multicanaux (t\u00e9l\u00e9phone, e-mailing, chat).<\/b><\/p>\n\n\n\n<p>Votre vision client \u00e0 360\u00b0 est efficace si les donn\u00e9es apparaissent sur un document consolid\u00e9 et unifi\u00e9, visible sur \u00e9cran d\u00e8s le d\u00e9but de la communication t\u00e9l\u00e9phonique. Outre l\u2019acc\u00e8s \u00e0 l\u2019historique, les<b> conseillers du service client<\/b> doivent <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/fr\/blog\/2020\/09\/comment-ameliorer-competences-service-client.html\" target=\"_blank\" rel=\"noopener\">fournir une qualit\u00e9 de service professionnelle<\/a> en respectant les crit\u00e8res suivants : <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>D\u00e9crochage rapide ;<\/li>\n\n\n\n<li>Qualit\u00e9 d\u2019\u00e9coute et pertinence des solutions apport\u00e9es ;<\/li>\n\n\n\n<li>Timing ma\u00eetris\u00e9 de chaque appel ;<\/li>\n\n\n\n<li>V\u00e9rification des coordonn\u00e9es client avant de raccrocher. <\/li>\n<\/ul>\n\n\n\n<div class=\"layout-five wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">La 5e\u00a0\u00e9dition du rapport \u00ab Focus sur le service client \u00bb<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">D\u00e9couvrez pourquoi les t\u00e9nors du secteur utilisent l&rsquo;IA plus que jamais.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_self\" href=\"https:\/\/www.salesforce.com\/fr\/form\/service-cloud\/state-of-service\/?nc=7013y000000vkk6AAA\">Lire le guide<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"628\" height=\"400\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2023\/07\/State-of-service-fr-card.png\" class=\"attachment-full size-full\" alt=\"Astro tenant une tablette avec Couverture du livre blanc Focus sur le service client\" srcset=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2023\/07\/State-of-service-fr-card.png 628w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2023\/07\/State-of-service-fr-card.png?w=300&amp;h=191 300w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2023\/07\/State-of-service-fr-card.png?w=150&amp;h=96 150w\" sizes=\"auto, (max-width: 628px) 100vw, 628px\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-five.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-five.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-five.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-attribuer-des-typologies-client-par-equipe-pour-personnaliser-l-experience\"><b>1. Attribuer des typologies client par \u00e9quipe pour personnaliser l\u2019exp\u00e9rience<\/b><\/h2>\n\n\n\n<p>La connaissance des typologies client permet au conseiller de <b>gagner la confiance<\/b> de son interlocuteur et de mieux r\u00e9pondre \u00e0 ses attentes. Elles peuvent concerner le client lui-m\u00eame, que cela soit <b>le persona<\/b> auquel il se voit rattach\u00e9 ou <b>le profil<\/b> (sociable, tendu, press\u00e9, omniscient\u2026) qui lui est attribu\u00e9 d\u00e8s le d\u00e9but de l\u2019appel. \u00c0 ce sujet, les typologies se reposent \u00e9galement sur <b>les produits ou services<\/b> constituant la raison de la requ\u00eate. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-qualifier-la-requete-avant-le-contact-avec-un-chatbot-et-un-callbot\"><b><b>2. Qualifier la requ\u00eate avant le contact avec un <i>chatbot<\/i> et un <i>callbot<\/i><\/b><\/b><\/h2>\n\n\n\n<p>Les agents conversationnels, <i>chatbots<\/i> et <i>callbots<\/i>, permettent aux conseillers de <b><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/fr\/blog\/2020\/08\/conseils-utilisation-chatbot-requetes.html\" target=\"_blank\" rel=\"noopener\">se concentrer sur les appels \u00e0 forte valeur ajout\u00e9e<\/a><\/b>. Dans les faits, leurs r\u00f4les et fonctionnements sont distincts. D\u2019un c\u00f4t\u00e9, le <i><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/fr\/blog\/2020\/09\/impact-chatbot-sur-experience-client.html\" target=\"_blank\" rel=\"noopener\">chatbot<\/a> <\/i>r\u00e9pond par \u00e9crit au son de la voix ou \u00e0 la saisie clavier de l\u2019interlocuteur. De l\u2019autre, le <i>callbot<\/i> fournit une r\u00e9ponse orale gr\u00e2ce \u00e0 son syst\u00e8me de reconnaissance vocale. <\/p>\n\n\n\n<p>Ces agents pr\u00e9qualifient les appels entrants en rep\u00e9rant les mots-cl\u00e9s \u00e0 partir du texte ou de la voix, tout en y apportant une r\u00e9ponse pr\u00e9cise. Ils enregistrent aussi tout type de demande (prise de rendez-vous commercial ou technique, envoi de documents) et transmettent les requ\u00eates aux conseillers comp\u00e9tents et disponibles. <\/p>\n\n\n\n<p>Dans un contexte de gestion et d\u2019optimisation de la relation client dans votre centre d\u2019appels, <b>vous analysez et am\u00e9liorez les performances<\/b> du <i>chatbot <\/i>et du <i>callbot<\/i> <b>gr\u00e2ce \u00e0 des KPI<\/b> (indicateurs cl\u00e9s de performance). Ces derniers sont de nature quantitative (nombre de visites, taux de rebond, temps pass\u00e9 avec le robot) ou qualitative (classement par type de conversation et degr\u00e9 de satisfaction li\u00e9e aux \u00e9changes). <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-garantir-politesse-enthousiasme-et-attention-au-client\"><b>3. Garantir politesse, enthousiasme et attention au client<\/b><\/h2>\n\n\n\n<p>Pour comprendre le client lors de l\u2019appel et r\u00e9pondre au mieux \u00e0 sa requ\u00eate, le conseiller doit <b>conserver certaines bases essentielles \u00e0 la gestion de la relation client<\/b>. <\/p>\n\n\n\n<p>Il doit se montrer <b>courtois, enthousiaste et confiant<\/b>, sans pour autant oublier de faire preuve d\u2019\u00e9coute active et de diriger avec souplesse l\u2019entretien. Au fur et \u00e0 mesure que celui-ci avance, l\u2019agent <b>personnalise les \u00e9changes<\/b> \u00e0 l\u2019aide de la base de connaissances et de l\u2019historique client, tout en reformulant les \u00e9l\u00e9ments \u00e9nonc\u00e9s par son interlocuteur, afin que ce dernier se sente compris. <\/p>\n\n\n\n<p>Le conseiller se montre attentionn\u00e9 et <b>\u00e0 l\u2019\u00e9coute jusqu\u2019\u00e0 la prise de cong\u00e9<\/b>, en veillant \u00e0 avoir r\u00e9pondu \u00e0 l\u2019ensemble des questions du client. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-fournir-une-base-de-connaissances-en-libre-service\"><b>4. Fournir une base de connaissances en libre-service<\/b><\/h2>\n\n\n\n<p>Fond\u00e9e sur un algorithme d\u2019IA, la <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/fr\/blog\/2020\/09\/guide-contenu-centre-aide.html\" target=\"_blank\" rel=\"noopener\">base de connaissances<\/a> <b>regroupe des articles<\/b>, le plus souvent techniques, en rapport avec l\u2019activit\u00e9 de l&rsquo;entreprise. Votre conseiller peut consulter cette base en libre-service \u00e0 tout moment, afin de <b>mieux r\u00e9pondre \u00e0 la requ\u00eate du client<\/b>. <\/p>\n\n\n\n<p>Il peut ainsi retrouver une liste des questions fr\u00e9quemment pos\u00e9es lors des appels entrants, les caract\u00e9ristiques de chaque produit ou encore les politiques de paiement, de livraison et de SAV. <\/p>\n\n\n\n<p>Cette notion de libre acc\u00e8s <b>concerne \u00e9galement les clients<\/b> qui, sous un format d\u00e9di\u00e9, peuvent r\u00e9cup\u00e9rer en ligne des informations qui leur sont utiles (FAQ, guides de d\u00e9pannage, vid\u00e9os tutoriels), et ainsi trouver rapidement la r\u00e9ponse \u00e0 leurs questions. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-avoir-une-vision-a-360-de-l-historique-du-client\"><b>5. Avoir une vision \u00e0 360\u00b0 de l&rsquo;historique du client<\/b><\/h2>\n\n\n\n<p>Transformant les informations en connaissances client, <b><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/fr\/learning-centre\/crm\/what-is-crm\/\" target=\"_blank\" rel=\"noopener\">le CRM regroupe toutes les donn\u00e9es multicanales<\/a><\/b> au sein d\u2019une plateforme d\u2019entreprise centralis\u00e9e. \u00c0 chaque appel d\u00e9croch\u00e9 correspond un compte client regroupant l\u2019ensemble des informations de l&rsquo;interlocuteur, accessibles et modifiables \u00e0 tout moment par les conseillers. <\/p>\n\n\n\n<p>De plus, si votre CRM est bien <b>connect\u00e9 aux autres logiciels m\u00e9tiers de l\u2019entreprise,<\/b> vous avez une vue unifi\u00e9e de toutes les donn\u00e9es client issues des diff\u00e9rents services, et pouvez ainsi proposer \u00e0 chaque collaborateur une vision compl\u00e8te \u00e0 360\u00b0 des interactions client. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-repondre-a-la-requete-des-le-premier-appel\"><b>6. R\u00e9pondre \u00e0 la requ\u00eate d\u00e8s le premier appel<\/b><\/h2>\n\n\n\n<p>Pour garantir la bonne gestion de la relation client de votre centre d\u2019appels, il s\u2019av\u00e8re indispensable d\u2019<b>\u00e9viter les rappels inutiles<\/b> et d\u2019<b>am\u00e9liorer le temps d\u2019attente<\/b>. De ce fait, le taux de r\u00e9solution des demandes d\u00e8s le premier appel est conditionn\u00e9 par la formation continue des conseillers sur l\u2019utilisation de la base de connaissances en libre-service, ainsi que par l\u2019identification des requ\u00eates les plus courantes avec leurs r\u00e9ponses ad\u00e9quates dans la base.<\/p>\n\n\n\n<p> <span id=\"authorRoot\" path=\"\/content\/blogs\/fr\/fr\/authors\/\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>La bonne gestion des clients au sein d\u2019un centre d\u2019appels \u2705 D\u00e9couvrez les solutions Salesforce de prise en charge des clients au t\u00e9l\u00e9phone.<\/p>\n","protected":false},"author":1,"featured_media":357,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"ecbd36f06e434cc2ad24ddf00b85afc9","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[12],"sf_content_type":[],"blog":[363],"coauthors":[27],"class_list":["post-355","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service","blog-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>La gestion des clients dans un centre d\u2019appels - Salesforce<\/title>\n<meta name=\"description\" content=\"La bonne gestion des clients au sein d\u2019un centre d\u2019appels \u2705 D\u00e9couvrez les solutions Salesforce de prise 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