{"id":189403,"date":"2026-06-05T11:48:07","date_gmt":"2026-06-05T11:48:07","guid":{"rendered":"https:\/\/sinch.com\/news\/les-entreprises-adoptent-les-appels-video-pour-stimuler-linnovation-en-matiere-de-service-client-selon-une-nouvelle-etude-de-sinch\/"},"modified":"2026-06-06T14:43:20","modified_gmt":"2026-06-06T14:43:20","slug":"les-entreprises-adoptent-les-appels-video-pour-stimuler-linnovation-en-matiere-de-service-client-selon-une-nouvelle-etude-de-sinch","status":"publish","type":"news","link":"https:\/\/sinch.com\/fr\/news\/les-entreprises-adoptent-les-appels-video-pour-stimuler-linnovation-en-matiere-de-service-client-selon-une-nouvelle-etude-de-sinch\/","title":{"rendered":"Les entreprises adoptent les appels vid\u00e9o"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>3 juillet 2018, San Francisco et Stockholm :<\/strong> Les marques et les entreprises int\u00e8grent de plus en plus la fonctionnalit\u00e9 d&rsquo;appels vid\u00e9o \u00e0 leurs applications pour aider \u00e0 am\u00e9liorer le service client, r\u00e9duire les co\u00fbts et acqu\u00e9rir de nouveaux clients \u2013 r\u00e9v\u00e8le une nouvelle \u00e9tude publi\u00e9e aujourd&rsquo;hui par <a href=\"https:\/\/sinch.com\/fr\/homepage\/\">Sinch<\/a>, qui fait partie du fournisseur mondial de CPaaS, CLX Communications AB (publ) (XSTO : CLX).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L&rsquo;enqu\u00eate de Sinch sur les appels vid\u00e9o, men\u00e9e fin 2017 en partenariat avec One Poll, a interrog\u00e9 1 250 entreprises et 5 000 consommateurs au Royaume-Uni, en France, en Allemagne, en Australie et en Am\u00e9rique du Nord. Le but de l&rsquo;enqu\u00eate \u00e9tait de mettre en lumi\u00e8re les exp\u00e9riences et les perceptions des entreprises et des consommateurs concernant l&rsquo;utilisation des appels vid\u00e9o.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L&rsquo;enqu\u00eate a r\u00e9v\u00e9l\u00e9 que 24 % des entreprises utilisent d\u00e9sormais <a data-entity-substitution=\"canonical\" data-entity-type=\"node\" data-entity-uuid=\"1c2ffa19-ab30-441b-bddf-9d39da835776\" href=\"https:\/\/sinch.com\/fr\/products\/voice\/in-app-video\/\">Appel vid\u00e9o in-app<\/a> souvent pour interagir avec leurs clients, tandis que 21 % pr\u00e9voient de lancer des services au cours des deux prochaines ann\u00e9es. Les principaux avantages \u00e0 l&rsquo;origine de cette adoption incluent une exp\u00e9rience client am\u00e9lior\u00e9e (72 %), le fait d&rsquo;\u00eatre plus accessible en tant qu&rsquo;entreprise (70 %), la r\u00e9duction des co\u00fbts (51 %) et la facilit\u00e9 d&rsquo;int\u00e9gration dans l&rsquo;application (34 %).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La majorit\u00e9 des appels vid\u00e9o de personne \u00e0 personne ont actuellement lieu via des applications de r\u00e9seaux sociaux et de messagerie tierces telles que Skype, Messenger et WhatsApp, etc., en particulier sur les t\u00e9l\u00e9phones mobiles. Pour tirer parti de ce comportement des utilisateurs, 38 % des marques et des entreprises ont d\u00e9j\u00e0 int\u00e9gr\u00e9 l&rsquo;appel vid\u00e9o in-app dans leurs propres applications mobiles, tandis que 46 % l&rsquo;envisagent actuellement.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L&rsquo;attrait des appels vid\u00e9o entre consommateurs et entreprises augmente, avec 39 % des consommateurs interrog\u00e9s d\u00e9sormais pr\u00eats \u00e0 passer des appels vid\u00e9o avec des marques et des entreprises. En fait, dans des secteurs tels que la banque, 24 % des consommateurs ont d\u00e9clar\u00e9 qu&rsquo;ils envisageraient de changer de banque pour un fournisseur proposant les appels vid\u00e9o.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cependant, avec seulement 24 % des personnes interrog\u00e9es capables de nommer une marque ou une entreprise proposant actuellement les appels vid\u00e9o, il existe une \u00e9norme opportunit\u00e9 pour les entreprises d&rsquo;acqu\u00e9rir l&rsquo;avantage des premiers adopteurs gr\u00e2ce \u00e0 l&rsquo;int\u00e9gration des appels vid\u00e9o dans leurs canaux de service client existants.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L&rsquo;enqu\u00eate examine \u00e9galement o\u00f9 les domaines de croissance sont susceptibles de se situer, tant sur le plan g\u00e9ographique que d\u00e9mographique \u2013 en tirant des conclusions sur les secteurs qui pourraient b\u00e9n\u00e9ficier des appels vid\u00e9o et sur ce \u00e0 quoi ressemble l&rsquo;avenir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Daniel Forsman, directeur de l&rsquo;exploitation chez Sinch, a comment\u00e9 : \u00ab L&rsquo;\u00e9tude fournit un aper\u00e7u fascinant de la fa\u00e7on dont l&rsquo;innovation technologique, en particulier dans le domaine du service client, est devenue un diff\u00e9renciateur cl\u00e9 pour les entreprises et les consommateurs. \u00bb<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab Les consommateurs s&rsquo;attendent d\u00e9sormais \u00e0 pouvoir interagir avec les marques et les entreprises de leur vie quand et comme ils le souhaitent, les appels vid\u00e9o devenant un canal de plus en plus important dans de multiples secteurs, de la vente au d\u00e9tail \u00e0 la finance. \u00bb<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab Pour garder une longueur d&rsquo;avance sur l&rsquo;innovation, les d\u00e9penses des entreprises en mati\u00e8re de plateforme de communication en tant que service (CPaaS) devraient quadrupler pour atteindre 6,7 milliards de dollars d&rsquo;ici 2022 (Juniper Research 2018), car les entreprises cherchent \u00e0 r\u00e9duire la fragmentation et \u00e0 proposer des moyens plus fluides et innovants d&rsquo;interagir avec leurs clients. \u00bb<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Le document abordant les r\u00e9sultats de cette enqu\u00eate est disponible en t\u00e9l\u00e9chargement gratuit sur Sinch.com. <em>Article initialement publi\u00e9 sur www.clxcommunications.com<\/em><\/p>\n","protected":false},"featured_media":17958,"template":"","news_category":[593],"class_list":["post-189403","news","type-news","status-publish","has-post-thumbnail","hentry","news_category-communiques-de-presse"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - 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