Desk - Astuce #1 : Apprenez à sélectionner le bon canal de support client

Desk - Astuce #1 : Apprenez à sélectionner le bon canal de support client



Bonjour à tous,

Aujourd'hui nous allons vous proposer quelques astuces pour choisir le bon canal client. En effet entre l'e-mail, le chat en direct, le téléphone, les réseaux sociaux, les formulaires web... il est compliqué de choisir le support adéquat sans s'y perdre.

Voici donc quelques conseils sur chaque canal pour vous aider à adopter le bon support.

Le mail est un bon moyen de garder une trace des échanges. Mais pour des problèmes complexes et long à résoudre il ne peut être un bon moyen de communication car il est impersonnel et lent.

Le chat en ligne est un moyen très rapide et direct de communiquer avec les clients. Il permet de résoudre immédiatement des problèmes simples.

Une conversation téléphonique permet aux utilisateurs qui ne souhaitent pas passer pas internet de contacter votre entreprise. Avec une réponse immédiate, le téléphone permet de répondre aux clients mécontents, avec une voix à leur écoute, les clients sont plus à même de s'apaiser que face à un écran ou un robot. Cependant pour que l'échange téléphonique soit un succès il est important d'avoir une équipe parfaitement entraînée et parlant la langue du client couramment.

A moins de vouloir mettre sur le devant de la scène vos clients mécontents et les soucis auxquels ils sont confrontés, il est préférable d'éviter les réseaux sociaux. Cependant vous pouvez y poster les témoignages des clients satisfaits de votre marque ou de votre service support. Si vous possédez déjà une page sur un réseau social, il est préférable d'y résoudre directement les problèmes que de renvoyer le client vers d'autres canaux.

Quand le client découvre un nouveau produit, ou que le problème qu'il rencontre ne nécessite pas de rentrer directement en contact avec votre entreprise il doit être possible de se renseigner sur votre site web. Pour cela les FAQs ou les forums d'entre-aide sont une bonne solution pour réduire le nombre de tickets.

Connaissez votre client, comprenez ses besoins, et mettez à sa disposition le bon canal de communication pour une expérience client réussie.

N'hésitez pas à nous partager votre experience en commentaire.

L'équipe Zoho France

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