{"id":450,"date":"2020-10-28T18:07:00","date_gmt":"2023-09-07T18:07:19","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=450"},"modified":"2023-12-01T13:57:28","modified_gmt":"2023-12-01T13:57:28","slug":"conseils-creer-contenu-centre-d-aide-utile","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/fr\/blog\/conseils-creer-contenu-centre-d-aide-utile\/","title":{"rendered":"Le centre d&rsquo;aide, strat\u00e9gie indispensable de votre service client"},"content":{"rendered":"\n<p><b>Un centre d&rsquo;aide est aussi n\u00e9cessaire qu&rsquo;il est \u00e0 votre exp\u00e9rience client. D&rsquo;une part, il permet d&rsquo;aider simultan\u00e9ment un grand nombre d&rsquo;utilisateurs qui rencontreraient un probl\u00e8me, et d&rsquo;autre part, il satisfait tous ces utilisateurs en les aidant \u00e0 r\u00e9soudre par eux-m\u00eames leurs d\u00e9fis. D\u00e9couvrez nos conseils pour <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/fr\/blog\/2020\/09\/guide-contenu-centre-aide.html\" target=\"_blank\" rel=\"noopener\">cr\u00e9er des contenus de centre d&rsquo;aides<\/a> utiles et consult\u00e9s. <\/b><\/p>\n\n\n\n<p>La forme la plus r\u00e9pandue d&rsquo;un centre d&rsquo;aide est un portail en libre-service. Les utilisateurs y trouvent par eux-m\u00eames diff\u00e9rents types de contenus pour les aider :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>des <b>FAQ<\/b> pour r\u00e9pondre \u00e0 toutes sortes de questions sur vos produits ou votre entreprise ;<\/li>\n\n\n\n<li>des <b>tutoriels<\/b> sous forme de vid\u00e9os pour apprendre \u00e0 se servir de vos produits ;<\/li>\n\n\n\n<li>des <b>d\u00e9monstrations ou des cas d&rsquo;\u00e9tudes <\/b>pour s&rsquo;inspirer des r\u00e9alisations d&rsquo;autres clients ;<\/li>\n\n\n\n<li>votre <b>documentation<\/b>, plus technique, mais aussi plus compl\u00e8te ;<\/li>\n\n\n\n<li>un <b>forum<\/b> o\u00f9 partager et \u00e9changer avec la communaut\u00e9. <\/li>\n<\/ul>\n\n\n\n<div class=\"layout-six 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\">79% des professionnels du service client investissent dans l&rsquo;IA<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Obtenez des insights cl\u00e9s de 6\u00a0500 professionnels sur l&rsquo;avenir du secteur.<\/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-7\/?nc=701ed000010AvAzAAK\">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=\"1024\" height=\"577\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png 2533w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=768&amp;h=433 768w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=1024&amp;h=577 1024w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=1536&amp;h=865 1536w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=2048&amp;h=1154 2048w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2026\/04\/Form-Conf-7th.png?w=150&amp;h=85 150w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-un-centre-d-aide-presente-5-avantages-pour-une-entreprise\"><b>Un centre d&rsquo;aide pr\u00e9sente 5 avantages pour une entreprise <\/b><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b>Se d\u00e9marquer : <\/b>les centres d&rsquo;aide ne sont pas tous les m\u00eames. Leurs contenus refl\u00e8tent la personnalit\u00e9 d&rsquo;une entreprise, mettent en valeur son originalit\u00e9 et aident \u00e0 d\u00e9velopper l&rsquo;image de marque, partout sur son site web. <\/li>\n\n\n\n<li><b>Traiter un grand nombre de demandes : <\/b>un centre d&rsquo;aide accessible 24h\/24 et 7j\/7 est essentiel pour <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/fr\/blog\/2020\/07\/automatisation-service-client-gestion-requetes.html\" target=\"_blank\" rel=\"noopener\">g\u00e9rer l&rsquo;augmentation du trafic<\/a> et acc\u00e9l\u00e9rer les d\u00e9lais de r\u00e9solution. <\/li>\n\n\n\n<li><b>R\u00e9duire les co\u00fbts li\u00e9s au support : <\/b>fournir aux utilisateurs des solutions en libre-service rapides et accessibles requiert moins d&rsquo;agents et co\u00fbte donc moins cher aux entreprises. <\/li>\n\n\n\n<li><b>Connecter la communaut\u00e9 : <\/b>certains centres d&rsquo;aides sont interactifs. Les internautes peuvent r\u00e9pondre aux questions d&rsquo;autres internautes, ce qui nourrit l&rsquo;appartenance \u00e0 une communaut\u00e9&#8230; et r\u00e9v\u00e8le de nouveaux ambassadeurs de marque ! L&rsquo;entreprise obtient des avis pr\u00e9cieux sur ses produits, gr\u00e2ce \u00e0 ces discussions. <\/li>\n\n\n\n<li><b>Faire preuve d&rsquo;innovation : <\/b>un centre d&rsquo;aide peut vivre ailleurs que sur site web. Gr\u00e2ce \u00e0 la r\u00e9alit\u00e9 augment\u00e9e, les utilisateurs peuvent obtenir de l&rsquo;aide sur leurs produits en les pointant avec leur smartphone. Le constructeur automobile Hyundai a ainsi virtualis\u00e9 le manuel de ses v\u00e9hicules et propose m\u00eame des astuces d&rsquo;entretien du v\u00e9hicule par ce support. Dans un autre registre, Amazon a ajout\u00e9 sa FAQ \u00e0 son assistant vocal Alexa. Les clients Amazon peuvent poser des questions via leur enceinte connect\u00e9e Echo et obtenir de l&rsquo;aide sans m\u00eame consulter un \u00e9cran. <\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-nos-conseils-pour-creer-des-contenus-de-centre-d-aide-utiles\"><b>Nos conseils pour cr\u00e9er des contenus de centre d&rsquo;aide utiles<\/b><\/h3>\n\n\n\n<p><b> Scrutez les canaux existants<\/b><\/p>\n\n\n\n<p>Analysez fr\u00e9quemment l&rsquo;ensemble de vos canaux de communication (r\u00e9seaux sociaux, t\u00e9l\u00e9phone, e-mails). Si plusieurs clients font r\u00e9f\u00e9rence \u00e0 un m\u00eame probl\u00e8me, il est important de cr\u00e9er un contenu pour y r\u00e9pondre. Accomplissez cette veille r\u00e9guli\u00e8rement pour enrichir votre FAQ.<\/p>\n\n\n\n<p><b>Assurez-vous que les contenus sont \u00e0 jour<\/b><\/p>\n\n\n\n<p>Mettez \u00e0 jour le contenu des processus \u00e0 mesure que ces derniers \u00e9voluent. Assurez-vous que les contenus sont optimis\u00e9s pour le r\u00e9f\u00e9rencement et pensez \u00e0 impl\u00e9menter un chatbot pour faciliter l&rsquo;exp\u00e9rience des clients lorsqu&rsquo;ils parcourent les articles. <\/p>\n\n\n\n<p><b>Affichez une par une les \u00e9tapes \u00e0 suivre<\/b><\/p>\n\n\n\n<p>Plut\u00f4t que d&rsquo;indiquer une liste compl\u00e8te et statique de t\u00e2ches \u00e0 suivre pour r\u00e9soudre un probl\u00e8me, utilisez des workflows interactifs. Les conseils de r\u00e9solution appara\u00eetront un par un, dans des bulles informationnelles, directement sur les champs o\u00f9 il faut interagir. Ceci \u00e9vite de submerger l&rsquo;utilisateur d&rsquo;informations et de l&rsquo;accompagner pas \u00e0 pas. \u00c0 chaque \u00e9tape, laissez la possibilit\u00e9 d&rsquo;entrer en contact avec un agent si l&rsquo;utilisateur est bloqu\u00e9, ou de signaler un probl\u00e8me gr\u00e2ce \u00e0 une fonctionnalit\u00e9 de commentaires.<\/p>\n\n\n\n<p><b>Variez les formats<\/b><\/p>\n\n\n\n<p>Utilisez diff\u00e9rents outils pour enrichir votre centre d&rsquo;aide : un questionnaire peut aider \u00e0 mieux d\u00e9limiter les besoins d&rsquo;un utilisateur et l&rsquo;orienter vers le bon article. Une barre de recherche permettra de trouver plus facilement la ressource dont les utilisateurs ont besoin. Comme \u00e9voqu\u00e9 pr\u00e9c\u00e9demment, un forum d&rsquo;assistance permettra de renforcer le partage des connaissances dans votre communaut\u00e9 d&rsquo;utilisateur. Si votre produit s&rsquo;y pr\u00eate, envisagez d&rsquo;utiliser des formats plus innovants : r\u00e9alit\u00e9 augment\u00e9e, r\u00e9alit\u00e9 virtuelle, vid\u00e9os&#8230;<\/p>\n\n\n\n<p> Offrez votre aide \u00e0 vos clients, soyez utiles, et investissez d\u00e8s aujourd&rsquo;hui dans le d\u00e9veloppement de votre centre d&rsquo;aide. Ils ne pourront que vous remercier !<\/p>\n\n\n\n<p> <i>Pour poursuivre votre lecture, consultez d\u00e8s maintenant l&rsquo;e-book <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/fr\/form\/pdf\/state-of-service\/\" target=\"_blank\" rel=\"noopener\">Focus sur le service client<\/a>.<\/i><\/p>\n\n\n\n<p> <span id=\"authorRoot\" path=\"\/content\/blogs\/fr\/fr\/authors\/\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Comment cr\u00e9er de meilleurs contenus pour le centre d&rsquo;aide, qui soient utiles aux clients ? Les types de contenus \u00e0 cr\u00e9er pour un centre d&rsquo;aide, FAQ, tutoriels, communaut\u00e9.<\/p>\n","protected":false},"author":1,"featured_media":452,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"278434a672ad4ba69252c42aa084683d","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-450","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>Le centre d&#039;aide, strat\u00e9gie indispensable de votre service client \u2022 Salesforce<\/title>\n<meta name=\"description\" content=\"Comment cr\u00e9er de meilleurs contenus pour le centre d&#039;aide, qui soient utiles aux clients ? 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