{"id":213,"date":"2017-12-06T10:27:43","date_gmt":"2017-12-06T09:27:43","guid":{"rendered":"https:\/\/www.facture.net\/blog\/?p=213"},"modified":"2025-08-21T09:43:21","modified_gmt":"2025-08-21T07:43:21","slug":"etude-service-client-france","status":"publish","type":"post","link":"https:\/\/www.facture.net\/blog\/etude-service-client-france\/","title":{"rendered":"\u00c9tude&nbsp;: les Fran\u00e7ais et le Service Client"},"content":{"rendered":"<p>Le <strong>service client<\/strong> est en constante \u00e9volution et il est parfois n\u00e9cessaire de faire le point sur les pratiques du moment pour s&#8217;am\u00e9liorer et satisfaire au mieux sa client\u00e8le.<\/p>\n<p>L&#8217;Observatoire\u00a0 du Service Client 2017 nous renseigne justement sur les usages actuels des consommateurs en mati\u00e8re de service client.<\/p>\n<p>Cette \u00e9tude r\u00e9alis\u00e9e par BVA, accompagn\u00e9e d&#8217;une infographie (voir en bas de page), nous livre de nombreuses donn\u00e9es int\u00e9ressantes dont voici un tour d&#8217;horizon.<\/p>\n<h2>Le succ\u00e8s des canaux \u00e9mergents<\/h2>\n<p>Les nouvelles technologies ont apport\u00e9 leur lot de nouvelles pratiques de service client &#8211; par exemple <a href=\"https:\/\/www.facture.net\/blog\/service-client-facebook\/\" target=\"_blank\" rel=\"noopener noreferrer\">sur Facebook<\/a>.<\/p>\n<p>Il n&#8217;est donc pas \u00e9tonnant de constater que les canaux de contact &#8220;\u00e9mergents&#8221; sont en d\u00e9veloppement (36 % des fran\u00e7ais en ont utilis\u00e9 un).<\/p>\n<p>En t\u00eate de liste, on retrouve&nbsp;:<\/p>\n<ul>\n<li>Le click-to-call, qui satisfait 84 %\u00a0 des r\u00e9pondants ;<\/li>\n<li>Le chat, avec 83 % de satisfaction.<\/li>\n<li>Les r\u00e9seaux sociaux, qui ne sont pas en reste, sollicit\u00e9s par 10 % des fran\u00e7ais.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.facture.net\/blog\/chatbot-relation-client\/\" target=\"_blank\" rel=\"noopener noreferrer\">Le chatbot<\/a>, quand \u00e0 lui, est manifestement \u00e0 la tra\u00eene&nbsp;: cit\u00e9 par 8 % des r\u00e9pondants seulement, il n&#8217;obtient qu&#8217;un pourcentage de satisfaction de 58 %, encore cantonn\u00e9 \u00e0 un public jeune et \u00e0 l&#8217;aise avec la technologie.<\/p>\n<p>Autres chiffres r\u00e9v\u00e9lateurs de l&#8217;influence de la technologie sur la relation client&nbsp;:<\/p>\n<ul>\n<li>77 % des personnes interrog\u00e9es souhaiteraient pouvoir activer la cam\u00e9ra de leur t\u00e9l\u00e9phone pour montrer la situation \u00e0 un conseiller (plut\u00f4t que de l&#8217;expliquer oralement ou par \u00e9crit) ;<\/li>\n<li>44 % trouveraient utile de recourir \u00e0 la r\u00e9alit\u00e9 virtuelle pour d\u00e9couvrir un service ;<\/li>\n<li>57 % aimeraient pouvoir imprimer une pi\u00e8ce d\u00e9fectueuse sur leur imprimante 3D.<\/li>\n<\/ul>\n<h2>Les canaux traditionnels sont toujours pr\u00e9sents<\/h2>\n<p>Malgr\u00e9 l&#8217;essor de ces technologies, les ordinateurs et les robots sont encore loin d&#8217;avoir le monopole de la relation client.<\/p>\n<p>En effet, le face \u00e0 face reste le moyen le plus satisfaisant d&#8217;\u00e9changer avec sa client\u00e8le (94 % d&#8217;avis positifs). Le traditionnel t\u00e9l\u00e9phone reste aussi populaire (utilis\u00e9 par 61 % des r\u00e9pondants), ainsi que l&#8217;e-mail (56 %).<\/p>\n<h2>Le besoin d&#8217;un service plus personnalis\u00e9<\/h2>\n<p>L&#8217;une des grandes tendances qui ressort de cette \u00e9tude, c&#8217;est le besoin de personnalisation et &#8220;d&#8217;humanisation&#8221; de la relation client, ce que souligne la popularit\u00e9 des canaux de contact traditionnels (et notamment le face \u00e0 face).<\/p>\n<p>29 % des fran\u00e7ais souhaiteraient ainsi avoir un <strong>interlocuteur unique<\/strong> qui connaitrait leurs besoins et leur historique (afin de ne pas avoir \u00e0 r\u00e9expliquer leur situation plusieurs fois).<\/p>\n<p>Mais, dans le m\u00eame temps, seuls 9 % d\u00e9clarent qu&#8217;ils re\u00e7oivent des services personnalis\u00e9s utiles.<\/p>\n<h2>La relation client impacte l&#8217;image de l&#8217;entreprise<\/h2>\n<p>93 % des Fran\u00e7ais consid\u00e8rent que la qualit\u00e9 de la relation client a une influence sur l&#8217;image globale de l&#8217;entreprise&nbsp;: il s&#8217;agit donc d&#8217;un enjeu de premier ordre.<\/p>\n<p>Et les pistes d&#8217;am\u00e9lioration sont diverses&nbsp;:<\/p>\n<ul>\n<li>Il faut en moyenne 2,8 tentatives pour obtenir une r\u00e9ponse de la part d&#8217;un service client (par mail ou t\u00e9l\u00e9phone) ;<\/li>\n<li>61 % des sond\u00e9s pensent que les entreprises utilisent leurs donn\u00e9es pour leur envoyer des offres peu pertinentes.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Jetez un \u0153il \u00e0 l&#8217;infographie ci-dessous pour en savoir plus&nbsp;:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-214\" src=\"https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/12\/observatoire-service-client-1.png\" alt=\"observatoire du service client\" width=\"567\" height=\"752\" srcset=\"https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/12\/observatoire-service-client-1.png 567w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/12\/observatoire-service-client-1-226x300.png 226w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/12\/observatoire-service-client-1-45x60.png 45w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/12\/observatoire-service-client-1-370x491.png 370w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/12\/observatoire-service-client-1-270x358.png 270w\" sizes=\"(max-width: 567px) 100vw, 567px\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le service client est en constante \u00e9volution et il est parfois n\u00e9cessaire de faire le point sur les pratiques du moment pour s&#8217;am\u00e9liorer et satisfaire au mieux sa client\u00e8le. L&#8217;Observatoire\u00a0 du Service Client 2017 nous renseigne justement sur les usages actuels des consommateurs en mati\u00e8re de service client. Cette \u00e9tude r\u00e9alis\u00e9e par BVA, accompagn\u00e9e d&#8217;une [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":218,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[15],"tags":[],"class_list":["post-213","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ventes"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u00c9tude : les Fran\u00e7ais et le Service Client<\/title>\n<meta name=\"description\" content=\"Le service client est en constante \u00e9volution et il est parfois n\u00e9cessaire de faire le point sur les pratiques du moment pour s&#039;am\u00e9liorer et satisfaire au\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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