{"id":1001573,"date":"2024-07-12T11:09:22","date_gmt":"2024-07-12T11:09:22","guid":{"rendered":"https:\/\/onyxcentersource.com\/blog\/amelioration-des-services-dassistance-pour-optimiser-lexperience-client\/"},"modified":"2024-07-12T11:09:22","modified_gmt":"2024-07-12T11:09:22","slug":"amelioration-des-services-dassistance-pour-optimiser-lexperience-client","status":"publish","type":"post","link":"https:\/\/onyxcentersource.com\/fr\/blog\/amelioration-des-services-dassistance-pour-optimiser-lexperience-client\/","title":{"rendered":"Am\u00e9lioration des services d’assistance pour optimiser l’exp\u00e9rience client"},"content":{"rendered":"
\n

Dans cet article, nous aborderons les principales initiatives que nous avons mises en \u0153uvre pour am\u00e9liorer nos services d’assistance op\u00e9rationnelle, les r\u00e9sultats obtenus et les retours que nous avons re\u00e7us de nos clients. <\/em><\/h4>\n

 <\/p>\n

Chez Onyx CenterSource, nous nous engageons \u00e0 fournir des services exceptionnels \u00e0 nos clients. Dans le cadre de cet engagement, nous nous sommes concentr\u00e9s sur l’am\u00e9lioration de nos services d’assistance op\u00e9rationnelle. Au cours des deux derni\u00e8res ann\u00e9es, nous avons adopt\u00e9 une approche globale pour optimiser l’exp\u00e9rience client, un parcours qui a d\u00e9but\u00e9 en 2022. <\/span> <\/span><\/p>\n

Refonte de l’infrastructure d’assistance <\/span> <\/span><\/h2>\n

Sur la base des retours clients, nous avons constat\u00e9 que l’am\u00e9lioration du service et de l’assistance que les clients re\u00e7oivent d’Onyx constituait le principal axe de progression. Par cons\u00e9quent, nous avons migr\u00e9 notre infrastructure d’assistance vers la plateforme Salesforce Service Cloud et investi dans des ressources, des outils, des formations et des technologies en mettant l’accent sur l’am\u00e9lioration de l’exp\u00e9rience client. <\/span> <\/span><\/p>\n

Les outils que nous avons mis en \u0153uvre facilitent l’acheminement fluide des nouvelles demandes d’assistance, associ\u00e9 \u00e0 une approche de routage bas\u00e9e sur les comp\u00e9tences pour faire correspondre chaque demande avec la bonne \u00e9quipe, imm\u00e9diatement. De plus, nous avons lanc\u00e9 un site Experience destin\u00e9 aux clients permettant un acc\u00e8s en libre-service pour suivre l’\u00e9tat des demandes. Ces am\u00e9liorations s’inscrivent dans une d\u00e9marche d’\u00e9volution visant \u00e0 mieux r\u00e9pondre aux besoins de nos clients. <\/span> <\/span><\/p>\n

R\u00e9sultats : les indicateurs cl\u00e9s de performance d’Onyx <\/span> <\/span><\/h2>\n

Nous nous sommes concentr\u00e9s sur l’optimisation des indicateurs cl\u00e9s de performance (KPI) afin d’acc\u00e9l\u00e9rer les d\u00e9lais de r\u00e9ponse globaux, sachant que nos clients accordent de l’importance \u00e0 des r\u00e9ponses efficaces et rapides \u00e0 leurs demandes d’assistance. Bien que nous suivions plusieurs KPI pour mesurer les performances, voici deux domaines d’am\u00e9lioration sp\u00e9cifiques : <\/span> <\/span><\/p>\n

D\u00e9lai de premi\u00e8re r\u00e9ponse : cet indicateur mesure le nombre d’heures n\u00e9cessaires pour recevoir initialement et commencer \u00e0 traiter activement une demande d’assistance. Notre objectif est de 12 heures ouvrables ou moins, hors week-ends. Gr\u00e2ce \u00e0 nos efforts, nous avons \u00e9volu\u00e9 dans une direction positive pour r\u00e9duire les d\u00e9lais de r\u00e9solution des demandes d’assistance client. Depuis octobre 2023, nous avons d\u00e9pass\u00e9 cet objectif et en moyenne, le d\u00e9lai de r\u00e9ponse d’Onyx est d’un jour ouvrable ou moins. <\/span> <\/span><\/p>\n

D\u00e9lai total de r\u00e9solution : cet indicateur mesure le temps n\u00e9cessaire pour r\u00e9soudre une demande d’assistance du d\u00e9but \u00e0 la fin. Notre objectif est de cinq jours ou moins, en moyenne, sachant que certains besoins sp\u00e9cifiques peuvent n\u00e9cessiter l’intervention de tiers. Depuis juillet 2023, nous avons d\u00e9pass\u00e9 cet objectif, en moyenne, pour l’ensemble des demandes et pour tous les clients. <\/span> <\/span><\/p>\n

R\u00e9sultats : retours clients issus des enqu\u00eates post-demande<\/span> <\/span><\/h2>\n

Nous accordons de l’importance aux retours de nos clients et avons re\u00e7u des r\u00e9ponses positives aux enqu\u00eates post-demande qu’un client peut \u00eatre invit\u00e9 \u00e0 remplir apr\u00e8s la r\u00e9solution de sa demande d’assistance. L’enqu\u00eate rapide post-demande est con\u00e7ue pour prendre moins d’une minute et se concentre sp\u00e9cifiquement sur l’exp\u00e9rience d’un client concernant une demande individuelle. Les clients peuvent donner un rapide pouce lev\u00e9 ou pouce baiss\u00e9 pour \u00e9valuer leur exp\u00e9rience d’assistance, par exemple \u00ab Quelle est votre \u00e9valuation de la r\u00e9solution et du membre de l’\u00e9quipe qui vous a assist\u00e9 \u00bb, avec la possibilit\u00e9 de laisser leurs commentaires. <\/span> <\/span><\/p>\n

Les retours des clients sont importants pour nous, et nous utiliserons les r\u00e9ponses collectives pour continuer \u00e0 am\u00e9liorer l’exp\u00e9rience client avec nos services d’assistance. Nous utilisons \u00e9galement les retours des enqu\u00eates comme opportunit\u00e9s de coaching interne pour d\u00e9velopper davantage nos membres de l’\u00e9quipe d’assistance. <\/span> <\/span><\/p>\n

Commentaires des clients <\/span> <\/span><\/h2>\n

\u00ab J’ai \u00e9t\u00e9 tr\u00e8s impressionn\u00e9 par la rapidit\u00e9 avec laquelle le probl\u00e8me a \u00e9t\u00e9 r\u00e9solu. \u00bb \u2013 Client h\u00f4telier bas\u00e9 au Royaume-Uni<\/span> <\/span><\/p>\n

\u00ab Les d\u00e9lais de r\u00e9ponse et les r\u00e9ponses elles-m\u00eames se sont consid\u00e9rablement am\u00e9lior\u00e9s au cours des derni\u00e8res ann\u00e9es en ce qui concerne les commissions transitoires. \u00bb \u2013 Client h\u00f4telier bas\u00e9 aux \u00c9tats-Unis<\/span> <\/span><\/p>\n

\u00ab Zubaidah et Irene ont r\u00e9pondu rapidement et efficacement. Elles ont suivi le probl\u00e8me jusqu’au bout et ont \u00e9t\u00e9 tr\u00e8s agr\u00e9ables \u00e0 travailler avec. \u00bb \u2013 Client h\u00f4telier bas\u00e9 \u00e0 Hong Kong<\/span> <\/span><\/p>\n

\u00ab Excellent, rapide, efficace, aimable. Merci beaucoup, bon travail. \u00bb \u2013 Client h\u00f4telier bas\u00e9 aux \u00c9tats-Unis<\/span> <\/span><\/p>\n

\u00ab Merci. J’ai re\u00e7u une r\u00e9ponse en 24 heures. \u00bb \u2013 Client h\u00f4telier bas\u00e9 aux \u00c9tats-Unis<\/span> <\/span><\/p>\n

\u00ab Merci pour l’aimable assistance d’Irene. \u00bb \u2013 Client h\u00f4telier bas\u00e9 aux \u00c9tats-Unis<\/span> <\/span><\/p>\n

\u00ab Votre \u00e9quipe d’assistance est toujours excellente. R\u00e9ponse rapide, assistance bienveillante, personnes agr\u00e9ables. \u00bb \u2013 Client h\u00f4telier bas\u00e9 en Asie<\/span> <\/span><\/p>\n

Nous sommes conscients que notre service contribue directement \u00e0 la capacit\u00e9 d’un client \u00e0 se concentrer sur ses priorit\u00e9s et \u00e0 atteindre ses objectifs commerciaux fondamentaux. Nous restons engag\u00e9s \u00e0 agir sur la base des retours clients pour optimiser la valeur globale de votre relation avec Onyx CenterSource. Nous esp\u00e9rons que ces initiatives continueront \u00e0 am\u00e9liorer l’exp\u00e9rience client et nous nous r\u00e9jouissons de vous servir. Consultez notre <\/span>page Besoin d’assistance<\/span><\/a> si vous recherchez l’assistance client Onyx.<\/span> <\/span><\/div>\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

Dans cet article, nous aborderons les principales initiatives que nous avons mises en \u0153uvre pour am\u00e9liorer nos services d’assistance op\u00e9rationnelle, les r\u00e9sultats obtenus et les retours que nous avons re\u00e7us de nos clients.   Chez Onyx CenterSource, nous nous engageons \u00e0 fournir des services exceptionnels \u00e0 nos clients. Dans le cadre de cet engagement, nous…<\/p>\n","protected":false},"author":16,"featured_media":1001577,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[185,175,210],"tags":[],"class_list":["post-1001573","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-agences-de-voyage","category-blog","category-hotels"],"acf":[],"yoast_head":"\nAm\u00e9lioration des services d'assistance pour optimiser l'exp\u00e9rience client - Onyx CenterSource\u2122 FR<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/onyxcentersource.com\/fr\/blog\/amelioration-des-services-dassistance-pour-optimiser-lexperience-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Am\u00e9lioration des services d'assistance pour optimiser l'exp\u00e9rience client\" \/>\n<meta property=\"og:description\" content=\"Dans cet article, nous aborderons les principales initiatives que nous avons mises en \u0153uvre pour am\u00e9liorer nos services d’assistance op\u00e9rationnelle, les r\u00e9sultats obtenus et les retours que nous avons re\u00e7us de nos clients.   Chez Onyx CenterSource, nous nous engageons \u00e0 fournir des services exceptionnels \u00e0 nos clients. 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