![](\"http:\/\/images.tmcnet.com\/headshots\/2013\/rory-t.jpg\")
<\/div>\n<\/div>\nLes r\u00e9seaux sociaux sont d\u00e9sormais tellement ancr\u00e9s dans la soci\u00e9t\u00e9 am\u00e9ricaine que, de nos jours, on consid\u00e8re comme un marginal celui qui ne<\/em> participez \u00e0 cette nouvelle fa\u00e7on de communiquer. Que ce soit sur Twitter, Facebook (Actualit\u00e9s<\/a> \u2013 Alerte<\/a>), Instagram ou n'importe laquelle des innombrables autres options disponibles, on a l'impression que tout le monde utilise quelque chose \u2018 sur les r\u00e9seaux sociaux \u2019.\u2019<\/p>\n C'est un point qui n'a pas \u00e9chapp\u00e9 aux centres d'appels. Les clients ne se contentant plus de d\u00e9crocher leur t\u00e9l\u00e9phone et de parcourir un menu d'options, nombreux sont ceux qui recherchent d\u00e9sormais activement un meilleur moyen de nous contacter. De ce fait, la gestion de la relation client et ceux qui s'en chargent ont d\u00fb \u2018 passer \u00e0 la vitesse sup\u00e9rieure \u2019.\u2019<\/p>\n Dans un r\u00e9cent article de blog, Mariann McDonagh, d'inContact, a pr\u00e9sent\u00e9 une vue d'ensemble de ce ph\u00e9nom\u00e8ne.<\/p>\n \u2018 Avec environ un demi-milliard de tweets envoy\u00e9s chaque jour et 1,44 milliard d\u2019utilisateurs actifs sur Facebook, les r\u00e9seaux sociaux pr\u00e9sentent une multitude de nouveaux d\u00e9fis et d\u2019opportunit\u00e9s dans le domaine de la gestion de la relation client (CRM) \u201d, a-t-elle soulign\u00e9. \u201c Les gens tweetent non seulement au sujet de leurs besoins en mati\u00e8re de service client, mais aussi sur les bons, les mauvais et les tr\u00e8s mauvais c\u00f4t\u00e9s de l\u2019exp\u00e9rience qu\u2019ils vivent avec les entreprises. \u201d<\/p>\n Elle a \u00e9galement cit\u00e9 quelques chiffres fournis par evolve24, une soci\u00e9t\u00e9 sp\u00e9cialis\u00e9e dans l'analyse de donn\u00e9es et les \u00e9tudes de march\u00e9 qui \u00e9value la perception du public et utilise ces informations pour aider ses clients \u00e0 modifier leurs comportements.<\/p>\n \u201c Selon evolve24, 70 % des tweets envoy\u00e9s par les clients aux entreprises sont ignor\u00e9s \u2014 et les cons\u00e9quences peuvent \u00eatre consid\u00e9rables. Gartner (Actualit\u00e9s<\/a> Mme McDonagh a expos\u00e9 ce qu\u2019elle a qualifi\u00e9 de \u201c d\u00e9fis \u201d auxquels les entreprises sont confront\u00e9es dans ce nouveau contexte :<\/p>\n Une quantit\u00e9 consid\u00e9rable d'interactions sociales.<\/strong> \u201c L'un des \u00e9l\u00e9ments essentiels \u00e0 la r\u00e9ussite est la capacit\u00e9 \u00e0 identifier les interactions les plus pertinentes et \u00e0 hi\u00e9rarchiser les conversations au sein de vastes volumes de donn\u00e9es issues des r\u00e9seaux sociaux \u201d, a d\u00e9clar\u00e9 M. McDonagh.<\/p>\n Silos d'informations clients.<\/strong> En tant que nouveau flux de donn\u00e9es, les interactions sociales entrantes doivent \u00eatre reli\u00e9es aux outils de gestion du service client et de reporting, ainsi qu\u2019aux autres sources de donn\u00e9es clients \u2014 du CRM \u00e0 la facturation en passant par la planification.<\/p>\n Efficacit\u00e9 op\u00e9rationnelle.<\/strong> \u201c Traditionnellement, les r\u00e9seaux sociaux relevaient principalement de la comp\u00e9tence des \u00e9quipes marketing, qui ne sont pas organis\u00e9es pour g\u00e9rer des interactions individuelles avec les clients \u201d, a-t-elle fait remarquer. \u201c \u00c0 mesure que le volume augmente, les entreprises transf\u00e8rent le service client sur les r\u00e9seaux sociaux vers les centres d'appels. \u201d<\/p>\n McDonagh cite une \u00e9tude selon laquelle environ 80 % des publications sur les r\u00e9seaux sociaux ne concernent pas le service client, ce qui implique de passer au crible une grande quantit\u00e9 de \u201c paille \u201d pour trouver le \u00ab bl\u00e9 \u00bb. Mais ces efforts peuvent s'av\u00e9rer payants \u00e0 long terme, en termes de satisfaction client et de fid\u00e9lisation de la client\u00e8le. C'est un effort qui vaut la peine d'\u00eatre entrepris.<\/p>","protected":false},"excerpt":{"rendered":" July 02, 2015 Social media has become so ingrained in American society that the outsider these days is someone who doesn’t participate in this new way of communicating. Whether it’s Twitter, Facebook (News – Alert), Instagram or any of the other myriad choices available, it seems as if everyone uses something ‘socially.’ This is a point […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1735","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1735","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/comments?post=1735"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1735\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1735"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1735"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1735"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![](\"http:\/\/images.tmcnet.com\/tmc\/vertical\/financial\/images\/chart_icon.gif\"){kind=icon}
\u2013 Alerte<\/a>) estime que le fait de ne pas r\u00e9pondre via les r\u00e9seaux sociaux peut entra\u00eener une augmentation pouvant aller jusqu'\u00e0 15 % du taux de d\u00e9sabonnement chez les clients existants \u201d, a-t-elle ajout\u00e9.<\/p>\n