{"id":4703,"date":"2021-03-24T09:03:29","date_gmt":"2021-03-24T08:03:29","guid":{"rendered":"https:\/\/www.mastervoice.it\/la-gestion-de-la-relation-client-un-aspect-de-plus-en-plus-important\/"},"modified":"2021-04-25T11:02:55","modified_gmt":"2021-04-25T09:02:55","slug":"la-gestion-de-la-relation-client-un-aspect-de-plus-en-plus-important","status":"publish","type":"post","link":"https:\/\/www.mastervoice.it\/fr\/la-gestion-de-la-relation-client-un-aspect-de-plus-en-plus-important\/","title":{"rendered":"La gestion de la relation client: un aspect de plus en plus important"},"content":{"rendered":"

[vc_row][vc_column][vc_column_text]<\/p>\n

Plusieurs \u00e9tudes et analyses men\u00e9es ces derniers mois ont montr\u00e9 une augmentation constante et marqu\u00e9e de l’importance que les entreprises attachent \u00e0 la gestion de la relation client, \u00e0 savoir le CRM – Customer Relationship Management – ou au service client\u00e8le – customer service-.<\/p>\n

Il s’agit d’une partie objectivement fondamentale de l’activit\u00e9 de l’entreprise, car elle lui permet de rester en contact permanent avec ses clients, gr\u00e2ce \u00e0 des strat\u00e9gies de marketing visant \u00e0 am\u00e9liorer la relation.<\/p>\n

Le customer service devient customer care<\/p>\n

Le service \u00e0 la client\u00e8le \u00e9volue vers le \u201ccustomer care\u201d<\/a>, \u00e0 savoir vers un large \u00e9ventail de services par lesquels l’entreprise \u00e9tablit des relations durables avec le client, en tenant \u00e9galement compte de ses valeurs en tant qu’individu.<\/p>\n

Ce n’est pas un objectif simple qui, pour \u00eatre g\u00e9r\u00e9 de la meilleure fa\u00e7on possible, n\u00e9cessite d’outils \u00e0 la fois avanc\u00e9s, mais aussi accessibles et faciles \u00e0 utiliser, dot\u00e9s des meilleures fonctionnalit\u00e9s pour permettre \u00e0 ceux qui travaillent dans les centres d’appels de construire un dialogue et une \u00ab\u00a0vraie\u00a0\u00bb communication, capable de conduire \u00e0 une v\u00e9ritable relation avec le client, permettant \u00e0 ce dernier de se sentir \u00e9cout\u00e9 et suivi avec attention. Nous allons illustrer les outils que MasterVoice met \u00e0 disposition pour cela.<\/p>\n

La croissance du march\u00e9 mondial des services \u00e0 la client\u00e8le sera soutenue jusqu’en 2027<\/p>\n

Parall\u00e8lement, il est int\u00e9ressant de noter que la taille du march\u00e9 mondial dans ce secteur sp\u00e9cifique est \u00e9valu\u00e9e \u00e0 45,5 milliards de dollars et qu’elle devrait augmenter de 14% par an jusqu’en 2027.<\/p>\n

Les entreprises, m\u00eame les petites et moyennes, investissent dans des suites et des solutions de gestion de la relation client afin de disposer d’un service permettant d’am\u00e9liorer l’exp\u00e9rience de contact et de relation.<\/p>\n

Selon les estimations du secteur, environ 91% des entreprises de plus de 10 employ\u00e9s ont mis en place un syst\u00e8me de gestion de la relation client dans leur organisation.<\/p>\n

Les d\u00e9partements charg\u00e9s de l’organisation, tels que le service client\u00e8le, l’assistance et les ventes, sont impliqu\u00e9s dans les projets de relation client, ce qui, selon les statistiques, entra\u00eene \u00e9galement une augmentation de la rentabilit\u00e9.<\/p>\n

La capacit\u00e9 \u00e0 apporter des r\u00e9ponses fid\u00e9lise les clients<\/p>\n

La satisfaction des clients et l’augmentation des recettes sont directement li\u00e9es \u00e0 la qualit\u00e9 du service qu’ils re\u00e7oivent. Une \u00e9tude men\u00e9e par Verint, une soci\u00e9t\u00e9 am\u00e9ricaine d’analyse et de business intelligence, a analys\u00e9 le lien entre le service client et la fid\u00e9lit\u00e9.<\/p>\n

Il en ressort que la rapidit\u00e9 de r\u00e9ponse et la capacit\u00e9 \u00e0 fournir des solutions appropri\u00e9es et pertinentes aux utilisateurs du service client\u00e8le sont les aspects qui conduisent \u00e0 une meilleure r\u00e9tention.<\/p>\n

En particulier, 46% des personnes interrog\u00e9es ont li\u00e9 leur exp\u00e9rience positive du service client\u00e8le \u00e0 la rapidit\u00e9 avec laquelle elles ont re\u00e7u une r\u00e9ponse.<\/p>\n

Il est essentiel de pouvoir g\u00e9rer le centre d’appels depuis n’importe quel poste<\/p>\n

Un aspect essentiel du service client\u00e8le moderne est la possibilit\u00e9 d’utiliser les fonctions du centre d’appels \u00e0 partir de n’importe quel type d’appareil de l’op\u00e9rateur, et quel que soit l’endroit o\u00f9 il se trouve, gr\u00e2ce \u00e0 la technologie cloud.<\/p>\n

Les applications mobiles permettent d’acc\u00e9der \u00e0 toutes les fonctionnalit\u00e9s de base disponibles dans le CRM via smartphone, tablette ou autres appareils selon la pr\u00e9f\u00e9rence des agents, m\u00eame en t\u00e9l\u00e9travail ou en d\u00e9placement.<\/p>\n

En outre, une suite avanc\u00e9e pour les centres d’appels et les services \u00e0 la client\u00e8le doit permettre un certain nombre de fonctionnalit\u00e9s qui facilitent le travail de l’agent, comme la possibilit\u00e9 de prendre des notes sur la r\u00e9union, ou de retrouver rapidement des informations sur le client pour des conversations plus significatives.<\/p>\n

Solutions intelligentes MasterVoice pour les centres d’appels<\/p>\n

Le service doit \u00eatre g\u00e9r\u00e9 par une interface simple, facilement compr\u00e9hensible et utilisable. La solution Call Center MasterVoice<\/a> r\u00e9pond \u00e0 toutes les attentes d’un service moderne de gestion de la relation client, en garantissant aux standardistes et aux agents une agilit\u00e9 dans la gestion du centre d’appels, une adaptabilit\u00e9 et une optimisation simultan\u00e9e des co\u00fbts fixes.<\/p>\n

Gr\u00e2ce \u00e0 Open<\/a>, les op\u00e9rateurs t\u00e9l\u00e9phoniques peuvent \u00eatre g\u00e9r\u00e9s comme un seul groupe m\u00eame s’ils sont dispers\u00e9s et r\u00e9partis g\u00e9ographiquement. La distribution des appels est ainsi plus facile et plus uniforme.<\/p>\n

Open Voice n’est pas un simple logiciel de centre d’appels: en effet, il ne n\u00e9cessite le t\u00e9l\u00e9chargement d’aucun logiciel. Il est bas\u00e9 sur des fonctions de web phone qui peuvent \u00eatre utilis\u00e9es directement depuis un navigateur et donc depuis n’importe quel appareil fixe ou mobile.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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