{"id":57717,"date":"2024-05-16T12:00:00","date_gmt":"2024-05-16T12:00:00","guid":{"rendered":"https:\/\/sinchbogdanimport.local\/blog\/comment-le-conversationnel-permis-nespresso-de-faire-du-cross-sell-100-personnalise-ses\/"},"modified":"2025-12-18T15:48:59","modified_gmt":"2025-12-18T15:48:59","slug":"comment-le-conversationnel-permis-nespresso-de-faire-du-cross-sell-100-personnalise-ses","status":"publish","type":"blog","link":"https:\/\/sinch.com\/fr\/blog\/comment-le-conversationnel-permis-nespresso-de-faire-du-cross-sell-100-personnalise-ses\/","title":{"rendered":"Comment le conversationnel a permis \u00e0 Nespresso de faire du cross sell 100% personnalis\u00e9 \u00e0 ses clients ?"},"content":{"rendered":"\n

CONTEXTE<\/strong><\/h2>\n\n\n\n

Dans un objectif constant de personnalisation et de faire d\u00e9couvrir \u00e0 ses clients des nouvelles saveurs, Nespresso a souhait\u00e9 envoyer une campagne conversationnelle afin de leur proposer une s\u00e9lection de caf\u00e9 100% personnalis\u00e9e.<\/p>\n\n\n\n

SOLUTION<\/strong><\/h2>\n\n\n\n

Les \u00e9quipes Sinch et Nespresso ont r\u00e9alis\u00e9 un AB\/test entre le RCS conversationnel et le Rich conversationnel.
Le sc\u00e9nario \u00e9tait simple : \u00e0 travers 3 questions sur ses go\u00fbts en mati\u00e8re de caf\u00e9, le client Nespresso se voyait proposer une s\u00e9lection de plusieurs caf\u00e9s qui pourraient lui correspondre. Un excellent moyen pour Nespresso de faire d\u00e9couvrir d\u2019autres produits \u00e0 ses clients et ainsi les aider dans leur s\u00e9lection et dans la recherche de nouveaut\u00e9.
Le format conversationnel a parfaitement r\u00e9pondu aux attentes de Nespresso car il a permis de faire des recommandations 100% personnalis\u00e9es aux clients et ainsi accroitre le taux de conversion en comparaison avec des canaux plus statiques tels que l\u2019email ou le Rich SMS.<\/p>\n\n\n\n

\"Taux<\/figure>\n\n\n
\n

\u00ab\u00a0Chez Nespresso nous proposons un choix important de caf\u00e9s, il y en a pour tous les go\u00fbts : doux ou intense, court ou long, \u00e0 d\u00e9guster chaud ou glac\u00e9… Notre large gamme de caf\u00e9 ne m\u00e9rite que d’\u00eatre explor\u00e9e ! Nous avons donc cr\u00e9\u00e9 un RCS et un SMS conversationnel pour aider nos clients dans cette recherche et trouver le ou les caf\u00e9s qui leur correspondent. Avec l’aide de Sinch nous avons cr\u00e9\u00e9 une s\u00e9rie de questions pour proposer \u00e0 nos clients les capsules de caf\u00e9s les plus adapt\u00e9es \u00e0 leurs go\u00fbts. Une belle op\u00e9ration qui suit notre logique de personnalisation !<\/em>\u00a0\u00bb<\/p>\n

Maya Verdier, chef de projet gestion de campagnes B2C<\/p>\n<\/blockquote>","protected":false},"author":39,"featured_media":38079,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"blog_category":[336],"class_list":["post-57717","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-insights-fr"],"acf":[],"yoast_head":"\nNespresso : Cross-Selling Personnalis\u00e9 via la Conversation | Sinch<\/title>\n<meta name=\"description\" content=\"Dans un objectif constant de personnalisation et de faire d\u00e9couvrir \u00e0 ses clients des nouvelles saveurs, Nespresso a souhait\u00e9 envoyer une campagne conversationnelle afin de leur proposer une s\u00e9lection de caf\u00e9 100% personnalis\u00e9e.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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