{"id":87,"date":"2017-06-15T10:45:27","date_gmt":"2017-06-15T08:45:27","guid":{"rendered":"https:\/\/www.facture.net\/blog\/?p=87"},"modified":"2025-08-21T09:43:21","modified_gmt":"2025-08-21T07:43:21","slug":"tendances-2017-service-client","status":"publish","type":"post","link":"https:\/\/www.facture.net\/blog\/tendances-2017-service-client\/","title":{"rendered":"Service client : les grandes tendances"},"content":{"rendered":"

Le service client est amen\u00e9 \u00e0 \u00e9voluer en profondeur, au m\u00eame titre que les entreprises dans leur ensemble.<\/p>\n

Confront\u00e9 au d\u00e9veloppement du num\u00e9rique, de l’intelligence artificielle, mais aussi aux nouvelles exigences et habitudes des consommateurs, \u00e0 quoi ressemblera le service client de demain ?<\/p>\n

\u00c9l\u00e9ments de r\u00e9ponse.<\/p>\n

Un service client plus humain<\/h3>\n

Paradoxalement, alors que nous interagissons de plus en plus \u00e0 travers des \u00e9crans, le service client tend \u00e0 devenir plus humain et authentique.<\/p>\n

Aujourd’hui, il doit \u00eatre facile et rapide pour le client de contacter l’entreprise – exit les hotlines surcharg\u00e9s et les heures d’attente interminables.<\/p>\n

Mais il doit aussi \u00eatre possible pour d’engager une v\u00e9ritable conversation entre client et entreprise et de d\u00e9velopper une relation de confiance.<\/p>\n

Pour cela, il est notamment important de bien conna\u00eetre ses clients, ce pour quoi l\u2019utilisation d’un logiciel CRM<\/a> peut \u00eatre tr\u00e8s utile.<\/p>\n

Un service client multicanal<\/h3>\n

\u00c0 une \u00e9poque o\u00f9 le digital prend une place consid\u00e9rable dans nos vie et o\u00f9, dans le m\u00eame temps, nous sommes en qu\u00eate de sens et relations plus authentiques, il est essentiel que le service client soit accessible partout, tout le temps.<\/p>\n

Site internet (sur ordinateur ou sur mobile), r\u00e9seaux sociaux, SMS, t\u00e9l\u00e9phone, service client physique : tous les moyens sont bons pour \u00eatre connect\u00e9 \u00e0 ses clients et r\u00e9pondre \u00e0 leurs besoins.<\/p>\n

\"Utilisation<\/p>\n

Des robots toujours plus pr\u00e9sents<\/h3>\n

Jusque l\u00e0, nous avons point\u00e9 du doigt le besoin d'”humanit\u00e9” et d’authenticit\u00e9 danq les relations qu’entretiennent les clients et les entreprises.<\/p>\n

Toutefois, ce serait n\u00e9gliger une autre caract\u00e9ristique du consommateur version 2017 : nous aimons nous d\u00e9brouiller seuls et obtenir de l’information sans demander d’aide.<\/p>\n

Rappelons-nous qu’avant Google, Wikip\u00e9dia et toutes les autres mines d’informations qui composent le web, acc\u00e9der \u00e0 la connaissance et \u00e0 des donn\u00e9es diverses \u00e9tait beaucoup plus laborieux.<\/p>\n

\u00c0 la longue, nous nous sommes habitu\u00e9s \u00e0 pouvoir r\u00e9soudre nos probl\u00e8mes ou r\u00e9pondre \u00e0 nos questions en quelques clics : le service client doit faire \u00e9cho \u00e0 ce besoin de simplicit\u00e9 et de rapidit\u00e9.<\/p>\n

Pour cela, l’intelligence artificielle a un potentiel immense, et les chatbots auront un r\u00f4le important dans la relation client du futur<\/a>. Tout du moins, ils seront omnipr\u00e9sents dans le traitement des demandes les plus basiques et les plus communes.<\/p>\n

Le service client : des comp\u00e9tences de plus en plus pointues<\/h3>\n

Si les robots s’emparent des probl\u00e8mes les plus basiques, cela implique que les services clients humains seront confront\u00e9s \u00e0 des d\u00e9fis autrement plus complexes, d’autant plus que les exigences client deviennent de plus en plus \u00e9lev\u00e9es.<\/p>\n

On assistera alors \u00e0 une v\u00e9ritable valorisation de l’expertise du service client, qui requerra des comp\u00e9tences toujours plus pointues.<\/p>\n

En devenant une ressource cl\u00e9 de l’entreprise, le r\u00f4le de responsable du service client devrait voir sa cote augmenter dans le monde de l’entreprise et sur le march\u00e9 de l’emploi.<\/p>\n

Le petit monde du service client devrait donc subir quelques bouleversements dans un avenir proche : une raison de plus d’utiliser un logiciel CRM<\/a> pour faciliter et fluidifier votre gestion client et, en cons\u00e9quence, am\u00e9liorer vos relations avec la client\u00e8le.<\/p>\n","protected":false},"excerpt":{"rendered":"

Le service client est amen\u00e9 \u00e0 \u00e9voluer en profondeur, au m\u00eame titre que les entreprises dans leur ensemble. Confront\u00e9 au d\u00e9veloppement du num\u00e9rique, de l’intelligence artificielle, mais aussi aux nouvelles exigences et habitudes des consommateurs, \u00e0 quoi ressemblera le service client de demain ? \u00c9l\u00e9ments de r\u00e9ponse. Un service client plus humain Paradoxalement, alors que nous […]<\/p>\n","protected":false},"author":1,"featured_media":89,"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-87","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ventes"],"acf":[],"yoast_head":"\nService client : les grandes tendances<\/title>\n<meta name=\"description\" content=\"Le service client est amen\u00e9 \u00e0 \u00e9voluer en profondeur, au m\u00eame titre que les entreprises dans leur ensemble. 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