{"id":424,"date":"2018-08-17T10:30:27","date_gmt":"2018-08-17T08:30:27","guid":{"rendered":"https:\/\/www.facture.net\/blog\/?p=424"},"modified":"2025-08-21T09:42:40","modified_gmt":"2025-08-21T07:42:40","slug":"page-faq-satisfaction-client","status":"publish","type":"post","link":"https:\/\/www.facture.net\/blog\/page-faq-satisfaction-client\/","title":{"rendered":"Satisfaction client&nbsp;: l\u2019importance de la page FAQ sur un site"},"content":{"rendered":"<p>Pr\u00e9sente sur beaucoup de sites web, la Foire aux Questions n\u2019est pas obligatoire.<\/p>\n<p>Cependant, elle est int\u00e9ressante, car elle aide vos clients ou prospects \u00e0 mieux conna\u00eetre le fonctionnement de votre entreprise.<\/p>\n<h2>Les avantages d\u2019une FAQ pour le client<\/h2>\n<p>Consult\u00e9e avant l\u2019achat d\u2019un produit ou d\u2019un service, la FAQ offre aux clients des r\u00e9ponses aux questions qu\u2019ils pourraient se poser. Le fait d\u2019avoir une r\u00e9ponse imm\u00e9diate, sans avoir \u00e0 passer par le service commercial, le fait se sentir plus libre dans son choix d\u2019acheter ou pas chez vous.<\/p>\n<p>Apr\u00e8s l\u2019achat, la consultation de la Foire aux Questions permet de conna\u00eetre la marche \u00e0 suivre dans diff\u00e9rentes situations\u00a0:<\/p>\n<ul>\n<li>Retour ou remboursement d\u2019un produit<\/li>\n<li>Garantie<\/li>\n<li>D\u00e9lais de livraison<\/li>\n<li>Services additionnels propos\u00e9s par le vendeur<\/li>\n<li>Fonctionnement du service<\/li>\n<\/ul>\n<p>Encore une fois, le consommateur est ma\u00eetre de la situation et peut agir sans aucune intervention de votre part.<\/p>\n<h2>Les avantages de la FAQ pour l\u2019entreprise<\/h2>\n<p>La FAQ est un outil additionnel de fid\u00e9lisation de client\u00e8le. Elle intervient en compl\u00e9ment des services pr\u00e9sentiels d\u2019une entreprise. Concr\u00e8tement, elle permet non seulement d\u2019apporter une r\u00e9ponse \u00e0 tout moment \u00e0 votre client, mais aussi de d\u00e9sengorger votre standard t\u00e9l\u00e9phonique.<\/p>\n<p>D\u2019ailleurs, de nombreuses entreprises ont mis en place un r\u00e9pondeur sur lequel un message invite les personnes \u00e0 consulter les FAQ avant de demander de parler \u00e0 un conseiller ou un employ\u00e9 du fournisseur.<\/p>\n<p>Id\u00e9ale pour r\u00e9pondre aux questions g\u00e9n\u00e9rales que pourrait se poser un consommateur, la Foire aux Questions peut \u00e9galement \u00eatre utilis\u00e9e comme outil de d\u00e9veloppement commercial m\u00eame si \u00e7a n\u2019en est pas la vocation premi\u00e8re.<\/p>\n<p>Enfin, la FAQ est un excellent outil pour <a href=\"https:\/\/www.facture.net\/blog\/etude-service-client-france\/\" target=\"_blank\" rel=\"noopener noreferrer\">am\u00e9liorer votre service client<\/a>.<\/p>\n<h2>Comment r\u00e9diger une Foire aux questions\u00a0?<\/h2>\n<p>Une bonne FAQ est un ensemble de questions qui r\u00e9pond aux besoins des clients ou des prospects. Pour la r\u00e9diger, vous devez donc sortir de votre r\u00f4le d\u2019entrepreneur et vous mettre \u00e0 la place des consommateurs.<\/p>\n<p>Pour cela, vous pouvez analyser les diff\u00e9rentes demandes d\u2019informations re\u00e7ues et cr\u00e9er une question \/ r\u00e9ponse pour chaque question fr\u00e9quemment pos\u00e9e.<\/p>\n<p>Id\u00e9alement pour \u00e9crire une bonne page FAQ, il faut\u00a0:<\/p>\n<ol>\n<li>R\u00e9diger des phrases claires et courtes\u00a0:<\/li>\n<\/ol>\n<p><strong>\u00c0 faire\u00a0:<\/strong> quel est le d\u00e9lai de fabrication d\u2019un meuble sur mesure\u00a0?<\/p>\n<p><strong>\u00c0 ne pas faire\u00a0:<\/strong> combien de temps n\u00e9cessite la cr\u00e9ation d\u2019un meuble sur mesure en merisier ou dans une autre essence de bois\u00a0?<\/p>\n<ol start=\"2\">\n<li>\u00catre positif\u00a0:<\/li>\n<\/ol>\n<p><strong>\u00c0 faire\u00a0:<\/strong> quelles sont les conditions de remboursement\u00a0?<\/p>\n<p><strong>\u00c0 ne pas faire\u00a0:<\/strong> J\u2019ai un probl\u00e8me avec un produit, comment puis-je me faire rembourser\u00a0?<\/p>\n<ol start=\"3\">\n<li>\u00catre proactif\u00a0:<\/li>\n<\/ol>\n<p>Par exemple, en ins\u00e9rant dans la r\u00e9ponse des liens vers les pages en rapport avec la question de l\u2019internaute.<\/p>\n<p><strong>\u00c0 faire\u00a0:<\/strong> le service client est ouvert du lundi au vendredi de 9\u00a0h \u00e0 20\u00a0h \u2192lien vers la page contact service client<\/p>\n<p><strong>\u00c0 ne pas faire\u00a0:<\/strong> pour de plus amples renseignements, contactez notre service client. (sans en donner les coordonn\u00e9es, ce qui oblige le consommateur \u00e0 chercher par lui-m\u00eame).<\/p>\n<p>En plus de cette liste, vous pouvez \u00e9galement ins\u00e9rer un module de FAQ dynamique qui se base sur la recherche d\u2019un mot-cl\u00e9. En tapant\u00a0: \u00ab\u00a0livraison\u00a0\u00bb, l\u2019internaute devrait voir appara\u00eetre toutes les r\u00e9ponses dans lesquelles se trouve le mot-cl\u00e9 recherch\u00e9.<\/p>\n<p>Le seul inconv\u00e9nient de ce syst\u00e8me est parfois le nombre important de r\u00e9f\u00e9rences auxquelles se rapporte le mot-cl\u00e9. L\u2019utilisateur se retrouve \u00e0 devoir analyser un grand nombre d\u2019informations avant de trouver la r\u00e9ponse \u00e0 sa question.<\/p>\n<p>Le plus souvent positionn\u00e9e en pied de page de votre page d\u2019accueil, la Foire aux Questions est un \u00e9l\u00e9ment qui sert \u00e0 rassurer et <a href=\"https:\/\/www.facture.net\/blog\/fideliser-vos-clients\/\" target=\"_blank\" rel=\"noopener noreferrer\">fid\u00e9liser vos clients<\/a>. Bien r\u00e9dig\u00e9e, votre page FAQ peut servir d\u2019outil de transformation commerciale en incitant un internaute ind\u00e9cis \u00e0 choisir vos services.<\/p>\n<blockquote><p><strong>\u00c0 lire aussi&nbsp;:<\/strong><a title=\"Cr\u00e9er une page Google my Business en 6 \u00e9tapes\" href=\"https:\/\/www.facture.net\/blog\/creer-page-google-my-business\/\"> Cr\u00e9er une page Google my Business en 6 \u00e9tapes<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>Pr\u00e9sente sur beaucoup de sites web, la Foire aux Questions n\u2019est pas obligatoire. Cependant, elle est int\u00e9ressante, car elle aide vos clients ou prospects \u00e0 mieux conna\u00eetre le fonctionnement de votre entreprise. Les avantages d\u2019une FAQ pour le client Consult\u00e9e avant l\u2019achat d\u2019un produit ou d\u2019un service, la FAQ offre aux clients des r\u00e9ponses aux [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":425,"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-424","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>Satisfaction client : l\u2019importance de la page FAQ sur un site<\/title>\n<meta name=\"description\" content=\"Pr\u00e9sente sur beaucoup de sites web, la Foire aux Questions n\u2019est pas obligatoire. 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