{"id":697,"date":"2012-06-28T10:29:59","date_gmt":"2012-06-28T09:29:59","guid":{"rendered":"http:\/\/aubertm.journalisteweb.be\/?p=200"},"modified":"2012-06-28T10:29:59","modified_gmt":"2012-06-28T09:29:59","slug":"les-canaux-digitaux-jouent-un-role-cle-pour-interagir-avec-les-clients","status":"publish","type":"post","link":"https:\/\/aubertm.me\/index.php\/2012\/06\/28\/les-canaux-digitaux-jouent-un-role-cle-pour-interagir-avec-les-clients\/","title":{"rendered":"&#8220;Les canaux digitaux jouent un r\u00f4le cl\u00e9 pour interagir avec les clients&#8221;"},"content":{"rendered":"<p>&#8220;Ce\u00a0<strong>faible partage<\/strong>\u00a0des informations de fa\u00e7on transversale au sein des diff\u00e9rents services des entreprises entra\u00eene des ruptures dans certains processus de traitement (r\u00e9clamations clients par exemple). (&#8230;)<\/p>\n<p>D&#8217;ici 2014, les efforts seront port\u00e9s notamment sur le d\u00e9veloppement de communaut\u00e9s d&#8217;int\u00e9r\u00eats ; la personnalisation des \u00e9changes ; la meilleure analyse des donn\u00e9es et informations \u00e9chang\u00e9es via ces canaux pour mener des actions cibl\u00e9es (up-selling ou cross-selling par exemple, r\u00e9solution plus rapide de r\u00e9clamations ou de toute question client) ; l&#8217;int\u00e9gration aux autres canaux d&#8217;interactions pour une meilleure coh\u00e9rence dans les \u00e9changes (canaux vocaux pris en charge par les centres de contacts par exemple, int\u00e9gration aussi dans l&#8217;outil de CRM&#8230;).<\/p>\n<p>L&#8217;objectif est aussi de tirer parti de l&#8217;essence m\u00eame des r\u00e9seaux sociaux pour &#8220;socialiser&#8221; et &#8220;humaniser&#8221; les interactions clients. Vaste enjeu qui induit derri\u00e8re de repenser les approches, l&#8217;organisation et les comp\u00e9tences.&#8221;<\/p>\n<p>Source: <a href=\"http:\/\/solem.over-blog.com\/article-les-canaux-digitaux-jouent-un-role-cle-pour-interagir-avec-les-clients-103208859.html\">http:\/\/solem.over-blog.com\/article-les-canaux-digitaux-jouent-un-role-cle-pour-interagir-avec-les-clients-103208859.html<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&#8220;Ce\u00a0faible partage\u00a0des informations de fa\u00e7on transversale au sein des diff\u00e9rents services des entreprises entra\u00eene des ruptures dans certains processus de traitement (r\u00e9clamations clients par exemple). (&#8230;) D&#8217;ici 2014, les efforts seront port\u00e9s notamment sur le d\u00e9veloppement de communaut\u00e9s d&#8217;int\u00e9r\u00eats ; la personnalisation des \u00e9changes ; la meilleure analyse des donn\u00e9es et informations \u00e9chang\u00e9es via ces [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[2,5,7],"tags":[10],"class_list":["post-697","post","type-post","status-publish","format-standard","hentry","category-change-management","category-news","category-strategy","tag-fr"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/aubertm.me\/index.php\/wp-json\/wp\/v2\/posts\/697","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aubertm.me\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/aubertm.me\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/aubertm.me\/index.php\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/aubertm.me\/index.php\/wp-json\/wp\/v2\/comments?post=697"}],"version-history":[{"count":0,"href":"https:\/\/aubertm.me\/index.php\/wp-json\/wp\/v2\/posts\/697\/revisions"}],"wp:attachment":[{"href":"https:\/\/aubertm.me\/index.php\/wp-json\/wp\/v2\/media?parent=697"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/aubertm.me\/index.php\/wp-json\/wp\/v2\/categories?post=697"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/aubertm.me\/index.php\/wp-json\/wp\/v2\/tags?post=697"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}