{"id":77,"date":"2017-06-08T10:50:34","date_gmt":"2017-06-08T08:50:34","guid":{"rendered":"https:\/\/www.facture.net\/blog\/?p=77"},"modified":"2025-08-21T09:43:21","modified_gmt":"2025-08-21T07:43:21","slug":"chatbot-relation-client","status":"publish","type":"post","link":"https:\/\/www.facture.net\/blog\/chatbot-relation-client\/","title":{"rendered":"Le chatbot&nbsp;: l&#8217;avenir de la relation client&nbsp;?"},"content":{"rendered":"<p>Les chatbots, ce sont de petits programmes bas\u00e9s sur l&#8217;intelligence artificielle qui permettent d&#8217;\u00e9changer et d\u2019interagir de fa\u00e7on fluide avec des utilisateurs humains.<\/p>\n<p>Ces robots ont une multitude d&#8217;utilit\u00e9s potentielles pour les entreprises, et ils sont parfois per\u00e7us comme le futur de la relation client, plus encore que <a href=\"https:\/\/www.facture.net\/blog\/ameliorer-relation-client-crm\/\" target=\"_blank\" rel=\"noopener noreferrer\">les logiciels CRM<\/a>.<\/p>\n<p>Alors, un chatbot peut-il vraiment am\u00e9liorer votre service client&nbsp;? Pesons le pour et le contre.<\/p>\n<p>&nbsp;<\/p>\n<h2>Chatbot et relation client&nbsp;: les points positifs<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-81\" src=\"https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-positif-1.jpg\" alt=\"\" width=\"500\" height=\"451\" srcset=\"https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-positif-1.jpg 665w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-positif-1-300x271.jpg 300w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-positif-1-60x54.jpg 60w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-positif-1-370x334.jpg 370w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-positif-1-270x244.jpg 270w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-positif-1-570x514.jpg 570w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/p>\n<h3>1) Le chatbot est disponible 24\/7<\/h3>\n<p>Le premier avantage \u00e9vident d&#8217;un chatbot est sa disponibilit\u00e9&nbsp;: en effet, un robot n&#8217;a pas besoin de dormir, ni de manger, ni de profiter de ses loisirs.<\/p>\n<p>Il est donc enti\u00e8rement d\u00e9vou\u00e9 \u00e0 sa t\u00e2che 24 heures sur 24, 7 jours sur 7, et peut r\u00e9pondre \u00e0 vos clients et leur apporter l&#8217;aide qu&#8217;ils recherchent m\u00eame aux heures les plus tardives.<\/p>\n<p>&nbsp;<\/p>\n<h3>2) Le chatbot est accessible sur les applications de messagerie<\/h3>\n<p>Regardez autour de vous et vous constaterez qu\u2019aujourd\u2019hui, tout le monde passe le plus clair de son temps sur le web, les r\u00e9seaux sociaux et les applications de messagerie.<\/p>\n<p>Et vos clients ne sont pas diff\u00e9rents&nbsp;! C&#8217;est pourquoi la pr\u00e9sence des chatbots sur une plateforme comme Facebook Messenger (et bient\u00f4t Twitter ou encore WhatsApp) est un v\u00e9ritable plus&nbsp;: votre bot est constamment l\u00e0 o\u00f9 se trouvent vos client.<\/p>\n<p>&nbsp;<\/p>\n<h3>3) Une \u00e9quipe moins d\u00e9bord\u00e9e donc plus performante<\/h3>\n<p>La relation client peut \u00eatre extr\u00eamement chronophage&nbsp;: votre \u00e9quipe passe peut-\u00eatre des heures et des heures \u00e0 t\u00e9l\u00e9phoner ou \u00e0 \u00e9changer des mails chaque jour.<\/p>\n<p>Et plus votre client\u00e8le grandit, plus la relation client prend de place dans l&#8217;entreprise.<\/p>\n<p>C&#8217;est l\u00e0 qu&#8217;intervient un autre effet b\u00e9n\u00e9fique du chatbot, qui permet d&#8217;all\u00e9ger le travail de votre service client, permettant \u00e0 votre \u00e9quipe&nbsp;:<\/p>\n<ul>\n<li>De se concentrer sur les t\u00e2ches les plus importantes et de mieux les accomplir ;<\/li>\n<li>D&#8217;\u00eatre moins d\u00e9bord\u00e9e et donc globalement plus efficace.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2>Chatbot et relation client&nbsp;: les points n\u00e9gatifs<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-82\" src=\"https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-negatif-1.jpg\" alt=\"\" width=\"500\" height=\"451\" srcset=\"https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-negatif-1.jpg 665w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-negatif-1-300x271.jpg 300w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-negatif-1-60x54.jpg 60w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-negatif-1-370x334.jpg 370w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-negatif-1-270x244.jpg 270w, https:\/\/www.facture.net\/blog\/wp-content\/uploads\/sites\/3\/2017\/06\/chatbot-relation-client-negatif-1-570x514.jpg 570w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/p>\n<h3>1) Le chatbot a des interactions plus limit\u00e9es<\/h3>\n<p>Malgr\u00e9 l&#8217;\u00e9volution spectaculaire des IA et du machine learning, les bots sont encore loin de pouvoir remplacer compl\u00e8tement les humains.<\/p>\n<p>Les \u00e9changes qu&#8217;ils permettent restent limit\u00e9s \u00e0 des questions ou des demandes relativement simples et habituelles, et ils ne peuvent pas faire face \u00e0 des cas hors du commun ou \u00e0 des probl\u00e8mes trop sp\u00e9cifiques.<\/p>\n<p>&nbsp;<\/p>\n<h3>2) Le chatbot est limit\u00e9 \u00e0 un r\u00f4le pr\u00e9cis<\/h3>\n<p>Il y a une chose importante \u00e0 savoir pour la conception d&#8217;un chatbot&nbsp;: il ne peut pas \u00eatre multit\u00e2ches et faire des centaines de choses \u00e0 la fois.<\/p>\n<p>En fait, un chatbot r\u00e9ussi est un bot pens\u00e9 pour remplir un r\u00f4le bien pr\u00e9cis, avec un nombre de possibilit\u00e9s limit\u00e9.<\/p>\n<p>Un chatbot de relation client se cantonnera ainsi \u00e0 quelques demandes client sp\u00e9cifiques&nbsp;: retour d&#8217;article, remboursement, changement d&#8217;abonnement, etc.<\/p>\n<p>Un employ\u00e9, de son c\u00f4t\u00e9, peut tout \u00e0 fait jouer de nombreux r\u00f4les diff\u00e9rents dans l&#8217;entreprise.<\/p>\n<p>&nbsp;<\/p>\n<h3>3) Les gens aiment avoir affaire \u00e0 des humains<\/h3>\n<p>Bien que nous soyons tous hyperconnect\u00e9s, nous restons des \u00eatres humains qui avons besoin de relations&#8230; humaines.<\/p>\n<p>Aucun chatbot ne vaut la voix d&#8217;un v\u00e9ritable interlocuteur au t\u00e9l\u00e9phone ou une poign\u00e9e de main lors d&#8217;une rencontre en personne.<\/p>\n<p>Ainsi, l&#8217;abus de chatbot et d&#8217;interfaces virtuelles pourrait bien faire plus de mal \u00e0 votre relation client qu&#8217;autre chose.<\/p>\n<p>&nbsp;<\/p>\n<p>Vous le voyez, la question de l&#8217;utilit\u00e9 des chatbots pour la relation client d&#8217;un entreprise n&#8217;a pas de r\u00e9ponse tranch\u00e9e.<\/p>\n<p>Cela d\u00e9pend principalement de l&#8217;usage que l&#8217;on fait de cette technologie&nbsp;: une utilisation abusive ou non pertinente peut \u00eatre n\u00e9faste, tandis qu&#8217;un usage raisonn\u00e9 du chatbot en compl\u00e9ment d&#8217;un service client humain performant (avec <a href=\"https:\/\/www.facture.net\/blog\/pourquoi-utiliser-un-crm\/\" target=\"_blank\" rel=\"noopener noreferrer\">un bon logiciel CRM<\/a>) peut avoir bien des b\u00e9n\u00e9fices.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les chatbots, ce sont de petits programmes bas\u00e9s sur l&#8217;intelligence artificielle qui permettent d&#8217;\u00e9changer et d\u2019interagir de fa\u00e7on fluide avec des utilisateurs humains. Ces robots ont une multitude d&#8217;utilit\u00e9s potentielles pour les entreprises, et ils sont parfois per\u00e7us comme le futur de la relation client, plus encore que les logiciels CRM. Alors, un chatbot peut-il [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":80,"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-77","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>Le chatbot : l&#039;avenir de la relation client ?<\/title>\n<meta name=\"description\" content=\"Les chatbots, ce sont de petits programmes bas\u00e9s sur l&#039;intelligence artificielle qui permettent d&#039;\u00e9changer et d\u2019interagir de fa\u00e7on fluide avec des\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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