{"id":196905,"date":"2026-07-08T03:16:13","date_gmt":"2026-07-08T03:16:13","guid":{"rendered":"https:\/\/sinch.com\/customer-stories\/nespresso-2\/"},"modified":"2026-07-08T03:16:13","modified_gmt":"2026-07-08T03:16:13","slug":"nespresso","status":"publish","type":"customer-stories","link":"https:\/\/sinch.com\/fr\/temoignages-de-clients\/nespresso\/","title":{"rendered":"Comment Nespresso stimule un meilleur engagement client avec le RCS conversationnel"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Nespresso,\u00a0la marque de caf\u00e9\u00a0premium de Nestl\u00e9,\u00a0est\u00a0connue\u00a0des amateurs de caf\u00e9 du monde entier\u00a0pour ses machines \u00e0 caf\u00e9 individuelles \u00e0 haute pression\u00a0et ses capsules.\u00a0Pour rendre son caf\u00e9 encore plus accessible,\u00a0Nespresso propose un\u00a0programme\u00a0d&rsquo;abonnement\u00a0mensuel\u00a0qui permet aux clients de\u00a0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Acheter\u00a0une nouvelle machine\u00a0\u00e0 prix r\u00e9duit\u00a0<\/li>\n\n\n\n<li>Recevoir des cr\u00e9dits \u00e0 d\u00e9penser en produits Nespresso\u00a0<\/li>\n\n\n\n<li>Automatiser les livraisons de caf\u00e9\u00a0<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Mais\u00a0aussi simple et pratique que soit le programme, les\u00a0avantages\u00a0et les conditions\u00a0\u00e9taient trop complexes \u00e0\u00a0expliquer\u00a0avec la\u00a0limite de 160 caract\u00e8res des SMS.\u00a0Nespresso avait besoin\u00a0d&rsquo;un moyen\u00a0attrayant\u00a0et flexible\u00a0pour\u00a0susciter l&rsquo;enthousiasme des clients pour le\u00a0service\u00a0d&rsquo;abonnement.\u00a0<\/p>\n\n\n\t<div class=\"custom-video\">\r\n\t\t\t\t\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden \">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=XlNuFgSZcI4\" class=\"lazy-video-link\" data-lazy-video=\"XlNuFgSZcI4\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"fr\" data-thumb=\"https:\/\/img.youtube.com\/vi\/XlNuFgSZcI4\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/XlNuFgSZcI4\/maxresdefault.jpg\" alt=\"How Nespresso increased conversion rates with RCS for Business\">\r\n                <\/a>\r\n            <\/div>\r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=XlNuFgSZcI4#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/XlNuFgSZcI4\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/XlNuFgSZcI4\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=XlNuFgSZcI4\",\n    \"name\": \"How Nespresso increased conversion rates with RCS for Business\",\n    \"description\": \"What do you do when 160 characters isn't enough to tell your story?\\n\\nIf you're Nestl\\u00e9 Nespresso SA, you create something entirely new.\\n\\nSinch is proud to have partnered with them to elevate their mobile messaging strategy. Using the interactive power of Google RCS for Business, they transformed a complex subscription process into a rich, conversational journey.\\n\\nThe outcome? A more intuitive experience for their customers and an impressive +11% uplift in conversion versus SMS.\",\n    \"uploadDate\": \"2026-04-14T17:25:37+00:00\",\n    \"duration\": \"PT2M17S\"\n}        <\/script>\r\n        \t\t\r\n\t\t\t<\/div>\r\n\r\n\t\r\n\n\n\n<h2 class=\"wp-block-heading\">Transformer les clients en d\u00e9tectives du caf\u00e9\u00a0avec le RCS<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Avec l&rsquo;aide de Sinch et de\u00a0Google, Nespresso a d\u00e9velopp\u00e9 une\u00a0exp\u00e9rience interactive\u00a0avec le\u00a0RCS\u00a0pour les entreprises. Ils ont construit la\u00a0campagne autour du th\u00e8me \u00ab\u00a0Le myst\u00e8re du caf\u00e9 perdu\u00a0\u00bb de Nespresso, invitant les utilisateurs \u00e0 devenir des \u00ab\u00a0d\u00e9tectives du caf\u00e9\u00a0\u00bb.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Voici\u00a0comment cela a fonctionn\u00e9 :\u00a0<\/p>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li>Les utilisateurs disposant d&rsquo;appareils compatibles re\u00e7oivent un interactive RCS message riche, tandis que les autres re\u00e7oivent un Rich SMS conversationnel.\u00a0<\/li>\n\n\n\n<li>L'\u00a0\u00bbenqu\u00eate\u00a0\u00bb a guid\u00e9 les utilisateurs \u00e0 travers une s\u00e9rie de questions\u00a0pour d\u00e9couvrir\u00a0leurs habitudes de consommation de caf\u00e9 et leurs pr\u00e9f\u00e9rences.\u00a0<\/li>\n\n\n\n<li>Le chatbot a recommand\u00e9 la machine \u00e0 caf\u00e9 la plus adapt\u00e9e et l&rsquo;offre d&rsquo;abonnement id\u00e9ale pour leurs besoins.\u00a0<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0Ce projet a marqu\u00e9 une v\u00e9ritable perc\u00e9e dans notre strat\u00e9gie CRM mobile\u00a0\u00bb, a d\u00e9clar\u00e9\u00a0Arnaud\u00a0Caillon, directeur Data CRM E-Business chez Nespresso France. \u00ab\u00a0Gr\u00e2ce au support des \u00e9quipes de Sinch et Google, nous avons pu transformer une offre complexe en une exp\u00e9rience conversationnelle engageante, align\u00e9e sur le storytelling de notre marque.\u00a0\u00bb\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Stimuler l&rsquo;\u00a0engagement et les\u00a0conversions\u00a0avec le RCS\u00a0pour les entreprises<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La campagne a donn\u00e9 des r\u00e9sultats\u00a0encore meilleurs\u00a0que ce que Nespresso attendait. En plus d&rsquo;\u00a0un\u00a0taux de clics de 15 %\u00a0et d&rsquo;un taux de compl\u00e9tion de 36 %,\u00a0l&rsquo;exp\u00e9rience conversationnelle RCS\u00a0a g\u00e9n\u00e9r\u00e9\u00a02,3 fois plus de compl\u00e9tions\u00a0que\u00a0l&rsquo;exp\u00e9rience de repli sur le Rich SMS.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Par rapport aux autres canaux, le RCS a g\u00e9n\u00e9r\u00e9\u00a09 % de conversions en plus que l&#8217;email et des conversions\u00a011 % plus \u00e9lev\u00e9es que les SMS.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0Cette approche conversationnelle a confirm\u00e9 tout le potentiel du RCS en tant que canal strat\u00e9gique de relation client\u00a0\u00bb,\u00a0a d\u00e9clar\u00e9 Arnaud. \u00ab\u00a0Cela ouvre la porte \u00e0 des sc\u00e9narios encore plus personnalis\u00e9s autour des pr\u00e9f\u00e9rences de caf\u00e9 et de l&rsquo;univers Nespresso, directement connect\u00e9s \u00e0 nos flux de produits ou \u00e0 des ajouts au panier int\u00e9gr\u00e9s.\u00a0\u00bb<\/p>\n","protected":false},"author":19,"featured_media":184588,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"customer_stories_industry":[599],"customer_stories_products":[650],"class_list":["post-196905","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","customer_stories_industry-vente-au-detail","customer_stories_products-rich-sms"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Comment Nespresso stimule l&#039;engagement client gr\u00e2ce au RCS<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment Nespresso France a utilis\u00e9 les services de communication riches (RCS) pour accompagner les clients dans leur parcours vers son programme d&#039;abonnement.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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