{"id":161446,"date":"2025-06-16T09:32:00","date_gmt":"2025-06-16T09:32:00","guid":{"rendered":"https:\/\/sinch.com\/?post_type=scc-chapter&#038;p=161446"},"modified":"2026-07-27T02:47:51","modified_gmt":"2026-07-27T02:47:51","slug":"satisfaction","status":"publish","type":"scc-chapter","link":"https:\/\/sinch.com\/fr\/etat-communications-clients\/chapitre\/satisfaction\/","title":{"rendered":"Satisfaction des clients (m\u00eame apr\u00e8s la vente)"},"content":{"rendered":"    <section data-content-type=\"hub\"  class=\"section section-hub-py bg-body shadow-divider\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                                            <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                                            <div>\r\n                                    \r\n                                    <h2 class=\"h3 mb-0\">Les communications du service client assurent la satisfaction<\/h2>                                <\/div>\r\n                            \r\n                            <div class=\"content-body text-body-color\"><p class=\"mb-0\">Le service et le support ont \u00e9t\u00e9 con\u00e7us pour la communication client multicanale. Si votre objectif est d&rsquo;avoir des clients satisfaits (\u00e9videmment), il est essentiel de discuter avec eux sur les canaux qu&rsquo;ils pr\u00e9f\u00e8rent. Les experts de Sinch expliquent comment une communication efficace et des clients satisfaits vont de pair.<\/p><\/div>                        <\/div>\r\n                    \r\n                                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                                                            <div>\r\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=Ui_FqBP2MZ4\" class=\"lazy-video-link\" data-lazy-video=\"Ui_FqBP2MZ4\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"fr\" data-thumb=\"https:\/\/img.youtube.com\/vi\/Ui_FqBP2MZ4\/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\/Ui_FqBP2MZ4\/maxresdefault.jpg\" alt=\"The state of customer communications - Pillar 4: Happy\">\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=Ui_FqBP2MZ4#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/Ui_FqBP2MZ4\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/Ui_FqBP2MZ4\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=Ui_FqBP2MZ4\",\n    \"name\": \"The state of customer communications - Pillar 4: Happy\",\n    \"description\": \"Customer satisfaction isn\\u2019t just a metric. It\\u2019s a direct outcome of every message you send. In this final video, we explore the fourth pillar of modern customer communications: keeping people happy.\\n\\nFrom long hold times to support that doesn\\u2019t carry across channels, customers have high expectations for how brands provide service and support. We\\u2019ll break down what matters most in 2025, including how artificial intelligence (AI) is changing the game as well as how consumers are responding. \\n\\nGet more in Chapter 5 of The state of customer communications: https:\/\/s.sinch.com\/4eTYlXX\\n\\n\\ud83c\\udfa5 This is the final video in our series covering highlights from the full report. Watch the entire series here: https:\/\/www.youtube.com\/watch?v=_Vjrgu-ybZI&list=PLDWxiKsSIVPJcUp6nNuz958h2qlGl32sP\",\n    \"uploadDate\": \"2025-07-04T06:32:32+00:00\",\n    \"duration\": \"PT5M16S\"\n}        <\/script>\r\n        \t\t\r\n\t\t\t<\/div>\r\n\r\n\t\r\n\n\r\n                                <\/div>\r\n                            \r\n                        <\/div>\r\n\r\n                    \r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-light-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 ps-md-7 ps-lg-10\">\r\n                        \n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                Quel est votre canal pr\u00e9f\u00e9r\u00e9 pour r\u00e9soudre les questions de support avant et apr\u00e8s l&rsquo;achat ?            <\/p>\r\n        \r\n                                <div class=\"d-flex gap-4 flex-column\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"bar\" data-chart-percentage=\"true\" data-chart-track=\"true\" data-chart-max=\"40\" data-chart-color=\"#fada5a\" data-chart-values=\"[&quot;31&quot;,&quot;22&quot;,&quot;19&quot;,&quot;7&quot;,&quot;7&quot;,&quot;5&quot;,&quot;1&quot;,&quot;8&quot;]\" data-chart-colors=\"[&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;]\" data-chart-titles=\"[&quot;Email&quot;,&quot;Chat en direct avec un humain&quot;,&quot;Centre d&#039;appels (conseillers)&quot;,&quot;Autres applications de messagerie&quot;,&quot;SMS&quot;,&quot;Chatbot (IA)&quot;,&quot;Messages vocaux&quot;,&quot;Une combinaison de ces options&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                            <\/div>\r\n            \r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">Quels sont les canaux pr\u00e9f\u00e9r\u00e9s des consommateurs pour la communication avec le support\u00a0?<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>La plupart des interactions avec le support se produisent avant et apr\u00e8s un achat ou un autre \u00e9change avec vos clients.<\/p><p>Notre enqu\u00eate a r\u00e9v\u00e9l\u00e9 qu&rsquo;environ 31 % des personnes souhaitent que les communications de support se fassent par email, mais ce chiffre est bien inf\u00e9rieur \u00e0 leurs pr\u00e9f\u00e9rences en mati\u00e8re de messages promotionnels et informatifs.<\/p><p>Pour le support, un nouveau venu se hisse presque au sommet. <b>22 % d\u00e9clarent vouloir discuter par chat en direct avec un humain.<\/b> Environ 5\u00a0% ont choisi un chatbot bas\u00e9 sur l&rsquo;IA comme premier choix.<\/p><p>Le canal vocal fait \u00e9galement partie int\u00e9grante du support client, et <b>19 % des consommateurs ont choisi un centre d&rsquo;appels <\/b>pour les communications t\u00e9l\u00e9phoniques.<\/p><p class=\"mb-0\">Mais les 8 % de consommateurs qui ont d\u00e9clar\u00e9 pr\u00e9f\u00e9rer un mix de canaux ont vu juste.<b> Les conversations avec le support client peuvent et doivent se d\u00e9rouler sur diff\u00e9rents canaux.<\/b><\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1 pe-md-7 pe-lg-10\">\r\n                        \n\r\n    \r\n        <div class=\"row hub-data longform-spacings\">\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">28 %<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">des baby-boomers pr\u00e9f\u00e8rent utiliser le canal vocal (centre d&rsquo;appels) pour le support client.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">34 %<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">des consommateurs de la g\u00e9n\u00e9ration X pr\u00e9f\u00e8rent les communications de support par email.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">8-9%<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">des membres des g\u00e9n\u00e9rations Y et Z pr\u00e9f\u00e8rent les chatbots d&rsquo;IA aux autres options.\u2028<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded-lg bg-primary\" data-theme=\"light\">\r\n                        <div class=\"h3 counter\">15 %<\/div>\r\n                        <div class=\"content-body text-body-color\">\r\n                            <p class=\"mb-0\">de la g\u00e9n\u00e9ration Z souhaite utiliser d&rsquo;autres applications de messagerie telles que Messenger et WhatsApp pour les conversations de support.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">Un support adapt\u00e9 aux diff\u00e9rentes g\u00e9n\u00e9rations gr\u00e2ce aux communications multicanales<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Aucune des quatre tranches d&rsquo;\u00e2ge ne s&rsquo;est orient\u00e9e vers un canal de support sp\u00e9cifique, ce qui confirme que les entreprises ont bien besoin d&rsquo;une strat\u00e9gie multicanale.<\/p><p>Toutefois, il existe de l\u00e9g\u00e8res diff\u00e9rences entre les g\u00e9n\u00e9rations. Par exemple, les consommateurs plus jeunes sont davantage susceptibles de pr\u00e9f\u00e9rer utiliser des chatbots d&rsquo;IA.<\/p><p class=\"mb-0\"><b>Les baby-boomers sont les plus susceptibles de pr\u00e9f\u00e9rer utiliser un centre d&rsquo;appels pour le support<\/b> (28 %), et moins de 2 % d&rsquo;entre eux souhaitent utiliser d&rsquo;autres applications de messagerie. La g\u00e9n\u00e9ration Z est beaucoup plus susceptible de vouloir discuter avec le service client sur des canaux tels que WhatsApp et Messenger.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-light-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                \r\n                <div class=\"col-md-9 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">Qu&rsquo;est-ce que les consommateurs essaient d&rsquo;accomplir lorsqu&rsquo;ils contactent le support\u00a0?<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p class=\"mb-0\">Dans notre enqu\u00eate, nous avons demand\u00e9 aux personnes interrog\u00e9es de choisir parmi une liste de sc\u00e9narios typiques impliquant le support client. Les participants ont choisi toutes les t\u00e2ches qu&rsquo;ils souhaiteraient accomplir au cours de ces interactions. Le support technique et obtenir des conseils fiables figurent parmi les quatre principales options. Toutefois, les consommateurs souhaitent \u00e9galement obtenir des informations de base, telles que des mises \u00e0 jour sur les commandes et de l&rsquo;aide pour les retours et les \u00e9changes.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                    \n\r\n    \r\n        <div class=\"row cards gy-6 gy-md-7 gy-lg-9 gx-lg-5 \">\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/plugs.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    44\u00a0% des personnes s&rsquo;adressent r\u00e9guli\u00e8rement au support technique, qui repr\u00e9sente l&rsquo;option la plus populaire.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                    <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/label.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    39\u00a0% des consommateurs contactent fr\u00e9quemment le support pour obtenir des informations sur le suivi de leur commande.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                    <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/badge-money-backward.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    37 % ont g\u00e9n\u00e9ralement des interactions avec le support client concernant les retours et les \u00e9changes.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                    <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/headset.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    36 % se tournent r\u00e9guli\u00e8rement vers le support client pour obtenir des conseils fiables.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                    <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n                    <\/div>\r\n\n\r\n                <\/div>\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 ps-md-7 ps-lg-10\">\r\n                        \n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                Que ressentez-vous lorsque vous devez r\u00e9p\u00e9ter votre probl\u00e8me ou votre question lors de conversations avec le support\u00a0?            <\/p>\r\n        \r\n                    <div class=\"chart-radial\">            <div class=\"d-flex gap-4 chart-radial-body\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"donut\" data-chart-percentage=\"true\" data-chart-values=\"[&quot;42&quot;,&quot;24&quot;,&quot;15&quot;,&quot;14&quot;,&quot;5&quot;]\" data-chart-colors=\"[&quot;#368F7D&quot;,&quot;#5BA891&quot;,&quot;#9ADBC3&quot;,&quot;#BCE5CD&quot;,&quot;#DFF2E5&quot;]\" data-chart-titles=\"[&quot;C&#039;est frustrant&quot;,&quot;C&#039;est une perte de temps&quot;,&quot;Je perds confiance dans l&#039;entreprise&quot;,&quot;Je m&#039;y attends&quot;,&quot;\\u00c7a ne me d\\u00e9range pas&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                                    <div class=\"d-flex gap-3 chart-radial-legend\">\r\n                                <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #368F7D\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>42%<\/span> C&rsquo;est frustrant            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #5BA891\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>24%<\/span> C&rsquo;est une perte de temps            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #9ADBC3\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>15%<\/span> Je perds confiance dans l&rsquo;entreprise            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #BCE5CD\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>14%<\/span> Je m&rsquo;y attends            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #DFF2E5\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>5%<\/span> \u00c7a ne me d\u00e9range pas            <\/div>\r\n        <\/div>\r\n                    <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">Les communications connect\u00e9es avec le support sont la cl\u00e9 de la satisfaction des clients<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Devoir r\u00e9p\u00e9ter des informations et des r\u00e9ponses aux m\u00eames questions est un probl\u00e8me fr\u00e9quent du service client lors des interactions avec le support. Ces doublons se produisent souvent lorsque la conversation change de canal ou est transmise par un chatbot \u00e0 un conseiller.<\/p><p>Notre enqu\u00eate a r\u00e9v\u00e9l\u00e9 qu&rsquo;au total, <b>81 % des consommateurs ont une r\u00e9action n\u00e9gative face \u00e0 cette situation :<\/b><\/p><p>\u2022 42 % ont d\u00e9clar\u00e9 que c&rsquo;est frustrant<br>\u2022 24 % ont d\u00e9clar\u00e9 que cela leur fait perdre leur temps<br>\u2022 15 % perdent confiance en l&rsquo;entreprise en cons\u00e9quence<\/p><p class=\"mb-0\">Alors que 14 % des consommateurs s&rsquo;attendent \u00e0 devoir r\u00e9p\u00e9ter des informations au service client, seuls 5 % d\u00e9clarent que cela ne les d\u00e9range pas.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1 pe-md-7 pe-lg-10\">\r\n                        \n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                \u00c0 quel point est-il important que les informations que vous fournissez au support soient transf\u00e9r\u00e9es entre les canaux de communication\u00a0?            <\/p>\r\n        \r\n                                <div class=\"d-flex gap-4 flex-column\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"column\" data-chart-percentage=\"true\" data-chart-track=\"true\" data-chart-max=\"40\" data-chart-color=\"#5BA891\" data-chart-values=\"[&quot;25&quot;,&quot;34&quot;,&quot;29&quot;,&quot;7&quot;,&quot;5&quot;]\" data-chart-colors=\"[&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;,&quot;&quot;]\" data-chart-titles=\"[&quot;Tr\\u00e8s important&quot;,&quot;Assez important&quot;,&quot;Neutre&quot;,&quot;Pas vraiment important&quot;,&quot;Pas important du tout&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                            <\/div>\r\n            \r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\"><\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Dans une autre question, <b>59 % des consommateurs ont indiqu\u00e9 qu&rsquo;il est important que les informations qu&rsquo;ils fournissent circulent entre les diff\u00e9rents canaux<\/b>, tels que les chats en direct, les emails, les SMS et la voix.<\/p><p class=\"mb-0\">C&rsquo;est l&rsquo;une des raisons pour lesquelles les r\u00e9sultats de notre enqu\u00eate incluant diff\u00e9rents secteurs ont r\u00e9v\u00e9l\u00e9 l&rsquo;importance d&rsquo;avoir recours \u00e0 des canaux connect\u00e9s qui s&rsquo;int\u00e8grent \u00e9galement \u00e0 d&rsquo;autres syst\u00e8mes. Ces int\u00e9grations comprennent les syst\u00e8mes de billetterie et d&rsquo;autres logiciels de support client.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-primary-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 ps-md-7 ps-lg-10 text-center pb-4 pb-lg-0\">\r\n                        <img decoding=\"async\" width=\"648\" height=\"456\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SI-App-Voice-Statistics-01-1.png\" class=\"img-fluid\" alt=\"Image for Technologie de support vocal int\u00e9gr\u00e9e\" sizes=\"(-webkit-min-device-pixel-ratio: 2) and (min-width: 1200px) 648px, (min-resolution: 2dppx) and (min-width: 1200px) 648px, (min-width: 1200px) 1296px, (min-width: 768px) 50vw, 100vw\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SI-App-Voice-Statistics-01-1.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SI-App-Voice-Statistics-01-1-300x211.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SI-App-Voice-Statistics-01-1-1024x721.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SI-App-Voice-Statistics-01-1-768x541.png 768w\" \/>                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">Technologie de support vocal int\u00e9gr\u00e9e<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>De nombreux consommateurs souhaitent utiliser la voix comme canal principal pour les communications de support. Toutefois, une approche int\u00e9gr\u00e9e qui inclut les SMS peut accro\u00eetre leur satisfaction.<\/p><p>Par exemple, pendant les heures de pointe, les entreprises peuvent proposer un num\u00e9ro de SMS personnalis\u00e9 auquel les utilisateurs peuvent envoyer le num\u00e9ro o\u00f9 ils souhaitent \u00eatre rappel\u00e9s lorsqu&rsquo;un agent est disponible. Cela signifie qu&rsquo;il n&rsquo;y a pas d&rsquo;attente en ligne.<\/p><p>Gr\u00e2ce \u00e0 la technologie avanc\u00e9e des <a href=\"https:\/\/sinch.com\/fr\/blog\/sip-trunking\/\" target=\"_blank\" rel=\"noopener noreferrer\">liaisons Elastic SIP<\/a>, l&rsquo;int\u00e9gration des SMS avec le support vocal devient simple. En plus d&rsquo;offrir une exp\u00e9rience fluide sur les deux canaux, elle permet de lib\u00e9rer des agents et de r\u00e9duire la frustration des clients.<\/p><p class=\"\">Et ce n&rsquo;est pas la seule fa\u00e7on dont le support vocal peut devenir plus efficace tout en am\u00e9liorant l&rsquo;exp\u00e9rience client. Lorsqu&rsquo;elles sont con\u00e7ues intentionnellement, les fonctionnalit\u00e9s d&rsquo;<a href=\"https:\/\/sinch.com\/fr\/voice\/voice-calling\/\" target=\"_blank\" rel=\"noopener noreferrer\">API vocale<\/a> programmable telles que la r\u00e9ponse vocale interactive (RVI) permettent de mettre plus rapidement les clients en contact avec le bon agent. Cela signifie \u00e9galement qu&rsquo;on leur demande moins souvent de r\u00e9p\u00e9ter et d&rsquo;expliquer leur probl\u00e8me.<span style=\"font-family: -apple-system, BlinkMacSystemFont,\"><\/span><\/p><p class=\"mb-0\"><span style=\"font-family: -apple-system, BlinkMacSystemFont,\">Vous pouvez m\u00eame <\/span><a href=\"https:\/\/sinch.com\/fr\/blog\/enhance-customer-experiences-with-voice-ivr\/\" target=\"_blank\" rel=\"noopener noreferrer\" style=\"font-family: -apple-system, BlinkMacSystemFont,\">connecter la RVI \u00e0 un outil de transcription<\/a><span style=\"font-family: -apple-system, BlinkMacSystemFont,\"> afin que les appels au support puissent \u00eatre facilement analys\u00e9s pour am\u00e9liorer l&rsquo;exp\u00e9rience client.\u00a0<\/span><\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1 pe-md-7 pe-lg-10\">\r\n                        \n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                Utiliseriez-vous une solution aliment\u00e9e par l&rsquo;IA qui a \u00e9t\u00e9 entra\u00een\u00e9e sur la documentation de support d&rsquo;une entreprise\u00a0?            <\/p>\r\n        \r\n                    <div class=\"chart-radial\">            <div class=\"d-flex gap-4 chart-radial-body\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"donut\" data-chart-percentage=\"true\" data-chart-values=\"[&quot;42&quot;,&quot;32&quot;,&quot;26&quot;]\" data-chart-colors=\"[&quot;#5996FF&quot;,&quot;#AEB7BD&quot;,&quot;#8F9AA1&quot;]\" data-chart-titles=\"[&quot;Oui&quot;,&quot;Non&quot;,&quot;Je ne sais pas&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                                    <div class=\"d-flex gap-3 chart-radial-legend\">\r\n                                <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #5996FF\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>42%<\/span> Oui            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #AEB7BD\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>32%<\/span> Non            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #8F9AA1\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>26%<\/span> Je ne sais pas            <\/div>\r\n        <\/div>\r\n                    <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">Les chatbots d&rsquo;IA peuvent-ils satisfaire les clients\u00a0?<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Aujourd&rsquo;hui, le consommateur interagit r\u00e9guli\u00e8rement avec des chatbots aliment\u00e9s par l&rsquo;IA pour le support, en particulier lors du premier contact. Mais est-ce ce que les gens souhaitent faire ?<\/p><p>Notre enqu\u00eate a r\u00e9v\u00e9l\u00e9 que<b> 42 % des consommateurs \u00e9changeraient avec une IA entra\u00een\u00e9e \u00e0 partir de la documentation de support<\/b>. Cependant, 26\u00a0% des personnes interrog\u00e9es h\u00e9sitent et 32\u00a0% ne souhaitent pas interagir avec l&rsquo;intelligence artificielle.<\/p><p>Malgr\u00e9 les r\u00e9ticences de certaines personnes, <a href=\"https:\/\/sinch.com\/fr\/blog\/chatbots-ia-dans-le-service-client\/\">les chatbots d&rsquo;IA\u00a0peuvent grandement contribuer<\/a> \u00e0 la satisfaction des clients, en particulier pour certaines tranches d\u00e9mographiques\/g\u00e9n\u00e9rations.<\/p><p class=\"mb-0\">Ils travaillent en continu et fournissent des r\u00e9ponses rapidement. Lorsqu&rsquo;ils sont form\u00e9s \u00e0 fournir des r\u00e9ponses exactes au sein d&rsquo;une interface conviviale, les chatbots IA peuvent facilement contribuer \u00e0 la satisfaction des clients. Bien entendu, il est \u00e9galement important que ces robots comprennent quand il est temps de transf\u00e9rer les consommateurs vers un conseiller.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-light-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 ps-md-7 ps-lg-10 text-center pb-4 pb-lg-0\">\r\n                        <img decoding=\"async\" width=\"648\" height=\"532\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SDCC-25-Chapter-5-Chart-5_v2-1.png\" class=\"img-fluid\" alt=\"Image for Opinions g\u00e9n\u00e9rationnelles sur l&#039;IA et le support client\" sizes=\"(-webkit-min-device-pixel-ratio: 2) and (min-width: 1200px) 648px, (min-resolution: 2dppx) and (min-width: 1200px) 648px, (min-width: 1200px) 1296px, (min-width: 768px) 50vw, 100vw\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SDCC-25-Chapter-5-Chart-5_v2-1.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SDCC-25-Chapter-5-Chart-5_v2-1-300x247.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SDCC-25-Chapter-5-Chart-5_v2-1-1024x841.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SDCC-25-Chapter-5-Chart-5_v2-1-768x631.png 768w\" \/>                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">Opinions g\u00e9n\u00e9rationnelles sur l&rsquo;IA et le support client<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Les diff\u00e9rences de points de vue entre les g\u00e9n\u00e9rations concernant l&rsquo;intelligence artificielle et la communication client sont \u00e9videntes.<\/p><p>Plus le consommateur est jeune, plus il est susceptible de se sentir \u00e0 l&rsquo;aise avec l&rsquo;utilisation de l&rsquo;IA pour obtenir du support ou des r\u00e9ponses \u00e0 ses questions.<\/p><p><b>Pr\u00e8s de 72 % des personnes interrog\u00e9es de la g\u00e9n\u00e9ration Z ont d\u00e9clar\u00e9 qu&rsquo;elles travailleraient avec une solution d&rsquo;IA pour le support<\/b>. \u00c0 titre de comparaison, seuls 20\u00a0% des baby-boomers se sentent \u00e0 l&rsquo;aise avec l&rsquo;IA. <\/p><p class=\"mb-0\">Les autres g\u00e9n\u00e9rations se situent entre les deux, avec 39 % de la g\u00e9n\u00e9ration X et 58 % de la g\u00e9n\u00e9ration Y pr\u00eats \u00e0 utiliser l&rsquo;IA pour les communications de support.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                                            <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                                            <div>\r\n                                                                            <p class=\"text-uppercase section-caption\">Cas d&rsquo;utilisation de la messagerie mobile<\/p>\r\n                                    \r\n                                    <h3 class=\"h4 mb-0\">Utiliser le RCS pour des clients plus satisfaits<\/h3>                                <\/div>\r\n                            \r\n                            <div class=\"content-body text-body-color\"><p>Vous avez d\u00e9j\u00e0 vu que les consommateurs ont tendance \u00e0 pr\u00e9f\u00e9rer l&rsquo;exp\u00e9rience de messagerie plus riche du RCS pour les campagnes de panier abandonn\u00e9, les rappels de rendez-vous et les messages de v\u00e9rification de compte. Comment le RCS peut-il \u00eatre utilis\u00e9 pour fournir un support client ? Voici trois exemples\u00a0:<\/p><p class=\"mb-0\"><b>1. Carrousels d&rsquo;images pour afficher des options :<\/b> Cette fonctionnalit\u00e9 pourrait \u00eatre utilis\u00e9e pour faciliter les \u00e9changes textuels.<br><b>2. Boutons de r\u00e9ponse rapide :<\/b> Ils pourraient aider les clients \u00e0 faire part de leurs commentaires ou \u00e0 \u00eatre transf\u00e9r\u00e9s vers un conseiller.<br><b>3. Reprogrammation : <\/b>Des boutons et des r\u00e9ponses sugg\u00e9r\u00e9es pourraient aider les clients \u00e0 fixer de nouveaux rendez-vous, \u00e0 effectuer une r\u00e9servation au restaurant ou m\u00eame \u00e0 r\u00e9server un nouveau vol \u00e0 la suite d&rsquo;une annulation.<\/p><\/div>                        <\/div>\r\n                    \r\n                                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                                                            <div class=\"text-center\">\r\n                                    <img decoding=\"async\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SI-Handsets-RCS-Support-Examples.png\" alt=\"Image for Utiliser le RCS pour des clients plus satisfaits\">\r\n                                <\/div>\r\n                            \r\n                        <\/div>\r\n\r\n                    \r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-light-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1 pe-md-7 pe-lg-10\">\r\n                        \n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                Profiteriez-vous de la possibilit\u00e9 d&rsquo;effectuer des retours ou des \u00e9changes \u00e0 partir de l&rsquo;application de messagerie native de votre t\u00e9l\u00e9phone\u00a0?            <\/p>\r\n        \r\n                    <div class=\"chart-radial\">            <div class=\"d-flex gap-4 chart-radial-body\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"donut\" data-chart-percentage=\"true\" data-chart-values=\"[&quot;45&quot;,&quot;31&quot;,&quot;24&quot;]\" data-chart-colors=\"[&quot;#FADA5A&quot;,&quot;#C8BDFF&quot;,&quot;#D3D9DE&quot;]\" data-chart-titles=\"[&quot;Oui. C&#039;est pratique.&quot;,&quot;Je n&#039;en suis pas s\\u00fbr(e), mais j&#039;essaierais.&quot;,&quot;Non. Je pr\\u00e9f\\u00e8re les m\\u00e9thodes habituelles.&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                                    <div class=\"d-flex gap-3 chart-radial-legend\">\r\n                                <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #FADA5A\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>45%<\/span> Oui. C&rsquo;est pratique.            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #C8BDFF\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>31%<\/span> Je n&rsquo;en suis pas s\u00fbr(e), mais j&rsquo;essaierais.            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #D3D9DE\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>24%<\/span> Non. Je pr\u00e9f\u00e8re les m\u00e9thodes habituelles.            <\/div>\r\n        <\/div>\r\n                    <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">satisfaction dans le commerce de d\u00e9tail<\/p><h3 class=\"h4 mb-0\">Utiliser la messagerie mobile pour les \u00e9changes d&rsquo;e-commerce<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>De nombreux consommateurs appr\u00e9cient de pouvoir faire davantage en utilisant les fonctionnalit\u00e9s RCS de l&rsquo;application de messagerie native de leur smartphone. Cela inclut les retours et les \u00e9changes.<\/p><p><b>Au total, 76\u00a0% sont au moins pr\u00eats \u00e0 essayer\u00a0:<\/b><\/p><p>\u2022 Oui. C&rsquo;est pratique. (45 %)<br>\u2022 Je n&rsquo;en suis pas s\u00fbr(e), mais j&rsquo;essaierais. (31 %)<br>\u2022 Non. Je pr\u00e9f\u00e8re les m\u00e9thodes habituelles. (24 %)<\/p><p class=\"mb-0\">Comme pour les autres technologies de communication \u00e9mergentes, les jeunes consommateurs sont plus ouverts aux nouvelles id\u00e9es. <b>92 % des consommateurs de la g\u00e9n\u00e9ration Z et 90 % de la g\u00e9n\u00e9ration Y<\/b> sont au moins pr\u00eats \u00e0 essayer les retours et les \u00e9changes via l&rsquo;application de messagerie native de leur t\u00e9l\u00e9phone. La majorit\u00e9 s&rsquo;accorde \u00e0 dire que ce serait pratique.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 ps-md-7 ps-lg-10\">\r\n                        \n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                Si vous aviez des questions sur le statut d&rsquo;une commande, feriez-vous confiance \u00e0 un chatbot d&rsquo;IA pour vous donner des r\u00e9ponses exactes\u00a0?            <\/p>\r\n        \r\n                    <div class=\"chart-radial\">            <div class=\"d-flex gap-4 chart-radial-body\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"donut\" data-chart-percentage=\"true\" data-chart-values=\"[&quot;52&quot;,&quot;26&quot;,&quot;22&quot;]\" data-chart-colors=\"[&quot;#FADA5A&quot;,&quot;#D3D9DE&quot;,&quot;#AEB7BD&quot;]\" data-chart-titles=\"[&quot;Oui&quot;,&quot;Non&quot;,&quot;Je ne sais pas&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                                    <div class=\"d-flex gap-3 chart-radial-legend\">\r\n                                <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #FADA5A\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>52%<\/span> Oui            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #D3D9DE\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>26%<\/span> Non            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #AEB7BD\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>22%<\/span> Je ne sais pas            <\/div>\r\n        <\/div>\r\n                    <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">satisfaction dans le commerce de d\u00e9tail<\/p><h3 class=\"h4 mb-0\">Acc\u00e9der \u00e0 l&rsquo;IA pour obtenir de l&rsquo;aide sur les mises \u00e0 jour des livraisons<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Plus de la moiti\u00e9 des consommateurs (52 %) sont ravis de <b>faire confiance \u00e0 l&rsquo;IA pour r\u00e9pondre aux questions concernant leurs commandes en ligne<\/b>, notamment les d\u00e9lais de livraison et les mises \u00e0 jour d&rsquo;exp\u00e9dition. Ce chiffre passe \u00e0 environ 65\u00a0% pour la g\u00e9n\u00e9ration Z et la g\u00e9n\u00e9ration Y.<\/p><p>M\u00eame si environ un quart des consommateurs ont indiqu\u00e9 qu&rsquo;ils ne souhaitaient pas obtenir ces r\u00e9ponses de l&rsquo;IA, il s&rsquo;agit de l&rsquo;un des cas d&rsquo;utilisation les plus populaires pour le support.<\/p><p>Dans le premier chapitre, nous vous avons indiqu\u00e9 que <b>48 % des entreprises de vente au d\u00e9tail ont d\u00e9clar\u00e9 qu&rsquo;elles utilisaient d\u00e9j\u00e0 l&rsquo;IA pour fournir des mises \u00e0 jour d&rsquo;exp\u00e9dition et de livraison en temps r\u00e9el.<\/b><\/p><p class=\"mb-0\">M\u00eame lorsqu&rsquo;une livraison est en retard, le simple fait de savoir \u00e0 quoi s&rsquo;attendre suffit souvent \u00e0 satisfaire les clients.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-light-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1 pe-md-7 pe-lg-10\">\r\n                        \n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                Lorsque vous abordez des questions financi\u00e8res importantes, comment pr\u00e9f\u00e9rez-vous que la conversation se d\u00e9roule\u00a0?            <\/p>\r\n        \r\n                    <div class=\"chart-radial\">            <div class=\"d-flex gap-4 chart-radial-body\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"donut\" data-chart-percentage=\"true\" data-chart-values=\"[&quot;41&quot;,&quot;20&quot;,&quot;19&quot;,&quot;10&quot;,&quot;4&quot;,&quot;4&quot;,&quot;2&quot;]\" data-chart-colors=\"[&quot;#06635D&quot;,&quot;#00756A&quot;,&quot;#368F7D&quot;,&quot;#5BA891&quot;,&quot;#9ADBC3&quot;,&quot;#BCE5CD&quot;,&quot;#DFF2E5&quot;]\" data-chart-titles=\"[&quot;Appel vocal ou vid\\u00e9o&quot;,&quot;Email&quot;,&quot;Via un portail client&quot;,&quot;SMS&quot;,&quot;Messages directs sur les r\\u00e9seaux sociaux&quot;,&quot;Autres applications de messagerie&quot;,&quot;Autre&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                                    <div class=\"d-flex gap-3 chart-radial-legend\">\r\n                                <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #06635D\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>41%<\/span> Appel vocal ou vid\u00e9o            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #00756A\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>20%<\/span> Email            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #368F7D\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>19%<\/span> Via un portail client            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #5BA891\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>10%<\/span> SMS            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #9ADBC3\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>4%<\/span> Messages directs sur les r\u00e9seaux sociaux            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #BCE5CD\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>4%<\/span> Autres applications de messagerie            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #DFF2E5\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>2%<\/span> Autre            <\/div>\r\n        <\/div>\r\n                    <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">satisfaction dans les services financiers<\/p><h3 class=\"h4 mb-0\">Obtenir le support d&rsquo;un expert<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Parfois, le support client n\u00e9cessite un niveau \u00e9lev\u00e9 de connaissances. C&rsquo;est souvent le cas pour les marques de produits financiers personnels. Les consommateurs peuvent essayer de prendre des d\u00e9cisions d&rsquo;investissement ou de pr\u00e9parer leur retraite, par exemple.<\/p><p>Dans ce cas, ils doivent s&rsquo;adresser \u00e0 un expert, tel qu&rsquo;un conseiller financier. Bien que cela ne soit pas consid\u00e9r\u00e9 comme un r\u00f4le typique de support client, ces conseillers travaillent sans aucun doute \u00e0 la satisfaction de leurs clients.<\/p><p>Lorsqu&rsquo;une rencontre en personne n&rsquo;est pas possible, notre enqu\u00eate a r\u00e9v\u00e9l\u00e9 que <b>41 % des personnes interrog\u00e9es pr\u00e9f\u00e9reraient un appel vocal ou vid\u00e9o<\/b> avec un expert financier.<\/p><p class=\"mb-0\">Un peu moins de 20\u00a0% choisiraient les emails ou la communication par l&rsquo;interm\u00e9diaire d&rsquo;un portail ou d&rsquo;une application client. Environ 10\u00a0% seraient pr\u00eats \u00e0 avoir une conversation par SMS.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 ps-md-7 ps-lg-10\">\r\n                        \n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                Souhaitez-vous donner votre avis ou laisser une \u00e9valuation aux fournisseurs de soins de sant\u00e9 au sujet de votre exp\u00e9rience ?            <\/p>\r\n        \r\n                    <div class=\"chart-radial\">            <div class=\"d-flex gap-4 chart-radial-body\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"donut\" data-chart-percentage=\"true\" data-chart-values=\"[&quot;44&quot;,&quot;34&quot;,&quot;22&quot;]\" data-chart-colors=\"[&quot;#5996FF&quot;,&quot;#A3C8FF&quot;,&quot;#AEB7BD&quot;]\" data-chart-titles=\"[&quot;Oui&quot;,&quot;Dans une certaine mesure&quot;,&quot;Non&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                                    <div class=\"d-flex gap-3 chart-radial-legend\">\r\n                                <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #5996FF\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>44%<\/span> Oui            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #A3C8FF\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>34%<\/span> Dans une certaine mesure            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #AEB7BD\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>22%<\/span> Non            <\/div>\r\n        <\/div>\r\n                    <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">satisfaction dans le secteur de la sant\u00e9<\/p><h3 class=\"h4 mb-0\">Les patients veulent-ils donner leur avis\u00a0?<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>Les \u00e9valuations et les enqu\u00eates apr\u00e8s achat sont monnaie courante dans le commerce de d\u00e9tail, et de nombreux chats avec le service client concluent en demandant l&rsquo;opinion des clients. Mais les consommateurs sont-ils ouverts \u00e0 l&rsquo;id\u00e9e de donner leur avis sur leurs exp\u00e9riences en mati\u00e8re de soins de sant\u00e9\u00a0?<\/p><p>Il est devenu courant d&rsquo;interroger les patients sur la qualit\u00e9 des soins re\u00e7us apr\u00e8s un rendez-vous, souvent par le biais d&rsquo;un SMS ou d&rsquo;un email de suivi.<\/p><p>Notre enqu\u00eate a r\u00e9v\u00e9l\u00e9 que <b>44 % des personnes interrog\u00e9es souhaitent faire part de ces commentaires aux entreprises du secteur de la sant\u00e9<\/b>. Si 22\u00a0% ont r\u00e9pondu \u00ab\u00a0non\u00a0\u00bb, plus d&rsquo;un tiers souhaitent donner leur avis dans certaines situations.<\/p><p class=\"mb-0\">Lorsque plusieurs prestataires de soins de sant\u00e9 se disputent le march\u00e9, comprendre ce qui satisfait les patients permet de gagner leur confiance afin qu&rsquo;ils fassent de nouveau appel \u00e0 vous \u00e0 l&rsquo;avenir.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-light-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1 pe-md-7 pe-lg-10\">\r\n                        \n<div class=\"chart longform-spacings d-flex flex-column gap-3\">\r\n    <div class=\"rounded-lg bg-light-subtle position-relative py-5 py-md-6 py-lg-7 px-3 px-md-4\">\r\n\r\n                    <p class=\"mb-4 fs-sm fw-bold text-accent text-center\">\r\n                Accepteriez-vous de d\u00e9crire vos sympt\u00f4mes \u00e0 une solution aliment\u00e9e par l&rsquo;IA si vous receviez de l&rsquo;assistance plus rapidement\u00a0?            <\/p>\r\n        \r\n                    <div class=\"chart-radial\">            <div class=\"d-flex gap-4 chart-radial-body\">\r\n                <div class=\"auto-chart\"  data-chart-type=\"donut\" data-chart-percentage=\"true\" data-chart-values=\"[&quot;41&quot;,&quot;39&quot;,&quot;20&quot;]\" data-chart-colors=\"[&quot;#5996FF&quot;,&quot;#AEB7BD&quot;,&quot;#8F9AA1&quot;]\" data-chart-titles=\"[&quot;Oui&quot;,&quot;Non&quot;,&quot;Je ne sais pas&quot;]\" data-chart-series=\"[]\"><\/div>\r\n\r\n                                    <div class=\"d-flex gap-3 chart-radial-legend\">\r\n                                <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #5996FF\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>41%<\/span> Oui            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #AEB7BD\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>39%<\/span> Non            <\/div>\r\n        <\/div>\r\n        <div class=\"d-flex gap-2 align-items-start\">\r\n            <div class=\"rounded-sm flex-shrink-0\" style=\"width: 1.25rem; height: 1.25rem; background-color: #8F9AA1\"><\/div>\r\n            <div class=\"fs-xs text-body-color\">\r\n                <span class='text-accent fw-bold'>20%<\/span> Je ne sais pas            <\/div>\r\n        <\/div>\r\n                    <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n        \r\n        \r\n    <\/div>\r\n    <\/div>\n\r\n                    <\/div>\r\n                \r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">satisfaction dans le secteur de la sant\u00e9<\/p><h3 class=\"h4 mb-0\">Plus d&rsquo;IA, moins d&rsquo;attente pour recevoir des soins<\/h3><div class=\"content-body mb-0 mt-3 mt-lg-4\"><p>La commodit\u00e9 de l&rsquo;intelligence artificielle pourrait convaincre les sceptiques. Dans le chapitre 2, nous vous avons indiqu\u00e9 que 40 % des consommateurs ne voudraient pas interagir avec le chatbot d&rsquo;IA d&rsquo;une marque de sant\u00e9.<\/p><p>Ces personnes n&rsquo;avaient g\u00e9n\u00e9ralement pas confiance en son exactitude, s&rsquo;inqui\u00e9taient de la confidentialit\u00e9 et trouvaient l&rsquo;exp\u00e9rience trop impersonnelle. Toutefois, lorsqu&rsquo;on leur demande ce qu&rsquo;ils penseraient si l&rsquo;interaction avec l&rsquo;IA les aidait \u00e0 obtenir des soins plus vite, leur opinion diff\u00e8re.<\/p><p class=\"mb-0\"><b>41 % des personnes interrog\u00e9es seraient pr\u00eates \u00e0 d\u00e9crire des sympt\u00f4mes \u00e0 une solution bas\u00e9e sur l&rsquo;IA<\/b> si cela pouvait acc\u00e9l\u00e9rer le processus. Il peut s&rsquo;agir d&rsquo;acc\u00e9l\u00e9rer une situation urgente ou simplement de r\u00e9pondre \u00e0 des questionnaires de routine sur la sant\u00e9 gr\u00e2ce \u00e0 l&rsquo;IA.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"hub-banner px-5 py-7 p-md-9 justify-content-lg-center rounded-lg bg- bg-primary-subtle\">\r\n\r\n                <div class=\"row align-items-center justify-content-center py-lg-3 gx-lg-7 gx-md-6 \">\r\n\r\n                                            <div class=\"col-md-6 mt-5 mt-md-0 order-2 order-md-2\">\r\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=KfgsXLfUvI4\" class=\"lazy-video-link\" data-lazy-video=\"KfgsXLfUvI4\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"fr\" data-thumb=\"https:\/\/img.youtube.com\/vi\/KfgsXLfUvI4\/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\/KfgsXLfUvI4\/maxresdefault.jpg\" alt=\"Reducing patient wait times with an AI voice bot\">\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=KfgsXLfUvI4#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/KfgsXLfUvI4\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/KfgsXLfUvI4\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=KfgsXLfUvI4\",\n    \"name\": \"Reducing patient wait times with an AI voice bot\",\n    \"description\": \"Discover how Moet Ik Naar De Dokter (MINDD), a Dutch medical technology company, is improving patient experiences with conversational AI. \\n\\nTogether with Sinch, they developed an advanced voice chatbot that effectively triages patient calls, ensuring urgent cases receive immediate attention. \\n\\nThe voice bot then poses a series of questions, created by medical professionals, to triage callers based on symptom severity. The NLP model is trained to recognize over 70 different medical issues, and the system will prioritize calls accordingly. \\n\\nAll this information is securely relayed directly to the doctor\\u2019s office, equipping human agents with the necessary data to assist effectively. \\n\\nThe NLP model is also trained to recognize signs of distress. Should a patient urgently need help and request it, the AI voice assistant immediately shifts them from the standard triage process to an accelerated lane for assistance. \\n\\n\\nRead the full story: https:\/\/www.sinch.com\/insights\/customer-stories\/how-mindd-built-ai-enabled-voice-chatbot-safely-triage-patients\/\\n\\n\\n#VoiceAI #VoiceBot #AI\",\n    \"uploadDate\": \"2024-06-12T12:40:03+00:00\",\n    \"duration\": \"PT3M38S\"\n}        <\/script>\r\n        \t\t\r\n\t\t\t<\/div>\r\n\r\n\t\r\n\n\r\n                        <\/div>\r\n                    \r\n                    \r\n                    <div class=\"col-md-6 order-1 order-md-1\">\r\n                                                    <p class=\"text-uppercase section-caption\">T\u00e9moignage de client<\/p>\r\n                        \r\n                        <h3 class=\"h4 mb-3 mb-lg-4\">Accro\u00eetre la satisfaction dans le secteur de la sant\u00e9 gr\u00e2ce \u00e0 un bot vocal d&rsquo;IA<\/h3>\r\n\r\n                        <p>Une enqu\u00eate aupr\u00e8s de dirigeants d&rsquo;entreprise a r\u00e9v\u00e9l\u00e9 qu&rsquo;une proportion impressionnante de <b>63 % des entreprises pr\u00e9voient d&rsquo;adopter des bots vocaux d&rsquo;IA en 2025<\/b>. Cela inclut 65\u00a0% des personnes interrog\u00e9es dans le secteur des soins de sant\u00e9. <\/p><p>D\u00e9couvrez \u00e0 quel point un bot vocal d&rsquo;IA peut transformer l&rsquo;exp\u00e9rience client. <\/p><p class=\"mb-0\">Dans cette \u00e9tude de cas Sinch, vous d\u00e9couvrirez comment MINDD a d\u00e9velopp\u00e9 une solution pour faire le triage des patients et r\u00e9duire consid\u00e9rablement le temps n\u00e9cessaire pour consulter un m\u00e9decin.<\/p>                        \r\n                    <\/div>\r\n                <\/div>\r\n\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section data-content-type=\"hub\"  class=\"section section-hub-py hub-altblock bg-sand-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                \r\n                <div class=\"col-md-9 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h4 mb-0\">Des exp\u00e9riences client plus satisfaisantes gr\u00e2ce \u00e0 un support de classe mondiale<\/h3>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                    \n\r\n    \r\n        <div class=\"row cards gy-6 gy-md-7 gy-lg-9 gx-lg-5 \">\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/ai.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                Support intelligent                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Les solutions d&rsquo;IA de Sinch comprennent des bots vocaux et des chatbots faciles \u00e0 cr\u00e9er.<br \/>\r\n<br \/>\r\nUtilisez ces outils de pointe pour automatiser et transformer l&rsquo;exp\u00e9rience avec le service client.<br \/>\r\n<br \/>\r\nFournissez du support 24\u00a0heures sur 24, 7\u00a0jours sur 7, par le biais de canaux de messagerie et dans plusieurs langues. Int\u00e9gration de ChatGPT incluse.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                            <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/fr\/produits\/chatlayer\/\" class=\"btn-arrow fs-sm \" title=\"Support intelligent\" target=\"_blank\">Commencer maintenant<\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/headset.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                Centre de contact                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Fournissez un support client fluide sur l&rsquo;ensemble des canaux de communication.<br \/>\r\n<br \/>\r\nInt\u00e9grez facilement le centre de contact de Sinch aux principaux CRM et r\u00e9duisez les co\u00fbts op\u00e9rationnels.<br \/>\r\n<br \/>\r\nD\u00e9veloppez votre service client avec une solution bas\u00e9e sur le cloud qui offre \u00e0 vos agents tout ce dont ils ont besoin pour satisfaire les clients.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                            <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/fr\/produits\/contact-pro\/\" class=\"btn-arrow fs-sm \" title=\"Centre de contact\" target=\"_blank\">Commencer maintenant<\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card h-100 bg-transparent d-flex flex-column card-no-paddings\">\r\n                                                    <div class=\"card-body d-flex flex-column gap-3 gap-md-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/microphone-sound.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h6\"\r\n                                                                >\r\n                                Services vocaux                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Les gens continuent de d\u00e9crocher leur t\u00e9l\u00e9phone pour passer un appel lorsqu&rsquo;ils ont besoin de support.<br \/>\r\n<br \/>\r\nLes solutions vocales de Sinch comprennent les liaisons Elastic SIP, des num\u00e9ros gratuits et une API vocale programmable.<br \/>\r\n<br \/>\r\nFaites confiance \u00e0 notre super r\u00e9seau de niveau 1 avec une couverture de 94\u00a0% de la population. B\u00e9n\u00e9ficiez d&rsquo;une qualit\u00e9 d&rsquo;appel in\u00e9gal\u00e9e gr\u00e2ce \u00e0 une connexion unique.                                <\/div>\r\n                                                                                <\/div>\r\n                                                                            <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/fr\/voice\/voice-services\/\" class=\"btn-arrow fs-sm \" title=\"Services vocaux\" target=\"_blank\">Commencer maintenant<\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n                    <\/div>\r\n\n\r\n                <\/div>\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n","protected":false},"author":3,"featured_media":159506,"template":"","meta":{"_acf_changed":true},"class_list":["post-161446","scc-chapter","type-scc-chapter","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Assurer la satisfaction des clients gr\u00e2ce \u00e0 des communications de support - Sinch<\/title>\n<meta name=\"description\" content=\"Toute entreprise souhaite avoir des clients satisfaits. D\u00e9couvrez comment des communications num\u00e9riques \u00e0 la fois avanc\u00e9es et flexibles peuvent garantir la satisfaction des consommateurs. Voir les r\u00e9sultats de l&#039;enqu\u00eate.\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Assurer la satisfaction des clients gr\u00e2ce \u00e0 des communications de support - Sinch\" \/>\n<meta property=\"og:description\" content=\"Toute entreprise souhaite avoir des clients satisfaits. D\u00e9couvrez comment des communications num\u00e9riques \u00e0 la fois avanc\u00e9es et flexibles peuvent garantir la satisfaction des consommateurs. 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