{"id":8641,"date":"2022-11-30T12:18:59","date_gmt":"2022-11-30T11:18:59","guid":{"rendered":"https:\/\/www.devlhon-consulting.com\/?p=8641"},"modified":"2022-11-30T12:19:03","modified_gmt":"2022-11-30T11:19:03","slug":"service-client-quelles-evolutions-notables-en-2022","status":"publish","type":"post","link":"https:\/\/www.devlhon-consulting.com\/en\/service-client-quelles-evolutions-notables-en-2022\/","title":{"rendered":"Brouillon auto"},"content":{"rendered":"<p>[vc_row][vc_column][vc_column_text]<span style=\"font-family: helvetica; font-size: 14pt;\">Relationclientmag. Fr publie les r\u00e9sultats d\u2019une\u00a0<a href=\"https:\/\/www.relationclientmag.fr\/Thematique\/customer-marketing-1251\/barometre-etude-2151\/Infographies\/Qu-attendent-les-consommateurs-fran-ais-de-leur-service-client-374302.htm\" target=\"_blank\" rel=\"noopener\"><strong>enqu\u00eate r\u00e9alis\u00e9e par Qualim\u00e9trie sur les Fran\u00e7ais et le service client en 2022<\/strong><\/a>. Cela concerne tous les secteurs mais les banques sont particuli\u00e8rement concern\u00e9es, puisqu\u2019avec les assurances, elles sont de loin les entreprises les plus sollicit\u00e9es (par pr\u00e8s de trois quarts des Fran\u00e7ais), avec \u2013 une nouveaut\u00e9 cette ann\u00e9e\u00a0! \u2013 les fournisseurs d\u2019\u00e9nergie (58%).<\/span><\/p>\n<p><span style=\"font-family: helvetica; font-size: 14pt;\">Trois \u00e9volutions notables\u00a0:<\/span><\/p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 14pt;\">Si, sans surprise, le mail (84%) et le t\u00e9l\u00e9phone (74%) sont les canaux les plus largement utilis\u00e9s pour entrer en contact avec les entreprises, les r\u00e9seaux sociaux sont d\u00e9sormais le 3\u00b0 canal le plus utilis\u00e9, devant les chats.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-11778 entered lazyloaded\" src=\"https:\/\/www.devlhon-consulting.com\/wp-content\/uploads\/2022\/11\/692c4e95c1a50a61df5f0dfc4cc9c35c-1.jpg\" sizes=\"auto, (max-width: 717px) 100vw, 717px\" srcset=\"https:\/\/www.devlhon-consulting.com\/wp-content\/uploads\/2022\/11\/692c4e95c1a50a61df5f0dfc4cc9c35c-1.jpg 717w, https:\/\/score-advisor.com\/wp-content\/uploads\/2022\/09\/service-client-300x156.jpg 300w, https:\/\/score-advisor.com\/wp-content\/uploads\/2022\/09\/service-client-600x311.jpg 600w\" alt=\"\" width=\"717\" height=\"372\" data-lazy-srcset=\"https:\/\/www.devlhon-consulting.com\/wp-content\/uploads\/2022\/11\/692c4e95c1a50a61df5f0dfc4cc9c35c-1.jpg 717w, https:\/\/score-advisor.com\/wp-content\/uploads\/2022\/09\/service-client-300x156.jpg 300w, https:\/\/score-advisor.com\/wp-content\/uploads\/2022\/09\/service-client-600x311.jpg 600w\" data-lazy-sizes=\"(max-width: 717px) 100vw, 717px\" data-lazy-src=\"https:\/\/www.devlhon-consulting.com\/wp-content\/uploads\/2022\/11\/692c4e95c1a50a61df5f0dfc4cc9c35c-1.jpg\" data-ll-status=\"loaded\" \/><\/p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 14pt;\"><span style=\"font-size: 14pt;\">Alors que les contacts augmentent fortement (+13% par rapport \u00e0 2021), les r\u00e9clamations bondissent de pr\u00e8s de 10% en nombre et repr\u00e9sentent d\u00e9sormais 25% des contacts, contre 31% pour les demandes d\u2019information ou de renseignement.<\/span><\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 14pt;\">La qualit\u00e9 des contacts fait l\u2019objet d\u2019un tr\u00e8s fort partage d\u2019exp\u00e9rience\u00a0: 64% des Fran\u00e7ais en parlent, dont 59% dans leur entourage et 5% sur les r\u00e9seaux sociaux.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-family: helvetica; font-size: 14pt;\">Des rapports clients de plus en plus sensibles donc et en chambre d\u2019\u00e9cho. Sachant que pour 24% des Fran\u00e7ais, une mauvaise exp\u00e9rience avec le service client est le premier crit\u00e8re susceptible de faire quitter une enseigne.<\/span><\/p>\n<p><span style=\"font-family: helvetica; font-size: 14pt;\">Score Advisor<\/span>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n","protected":false},"excerpt":{"rendered":"<p class=\"qtranxs-available-languages-message qtranxs-available-languages-message-en\">Sorry, this entry is only available in <a href=\"https:\/\/www.devlhon-consulting.com\/fr\/wp-json\/wp\/v2\/posts\/8641\" class=\"qtranxs-available-language-link qtranxs-available-language-link-fr\" title=\"Fran\u00e7ais\">Fran\u00e7ais<\/a>.<\/p>\n","protected":false},"author":6,"featured_media":8646,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"seo_booster_metabox":"","footnotes":""},"categories":[137,139,550],"tags":[554,548],"class_list":["post-8641","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-article","category-overview","category-service-client","tag-evolution-des-grandes-banques","tag-strategies-clienteles"],"amp_validity":null,"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/www.devlhon-consulting.com\/en\/wp-json\/wp\/v2\/posts\/8641","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.devlhon-consulting.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.devlhon-consulting.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.devlhon-consulting.com\/en\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/www.devlhon-consulting.com\/en\/wp-json\/wp\/v2\/comments?post=8641"}],"version-history":[{"count":7,"href":"https:\/\/www.devlhon-consulting.com\/en\/wp-json\/wp\/v2\/posts\/8641\/revisions"}],"predecessor-version":[{"id":8654,"href":"https:\/\/www.devlhon-consulting.com\/en\/wp-json\/wp\/v2\/posts\/8641\/revisions\/8654"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.devlhon-consulting.com\/en\/wp-json\/wp\/v2\/media\/8646"}],"wp:attachment":[{"href":"https:\/\/www.devlhon-consulting.com\/en\/wp-json\/wp\/v2\/media?parent=8641"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.devlhon-consulting.com\/en\/wp-json\/wp\/v2\/categories?post=8641"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.devlhon-consulting.com\/en\/wp-json\/wp\/v2\/tags?post=8641"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}