{"id":725,"date":"2012-12-12T10:41:51","date_gmt":"2012-12-12T09:41:51","guid":{"rendered":"http:\/\/www.wikeo.be\/blog\/?p=725"},"modified":"2012-12-12T10:41:51","modified_gmt":"2012-12-12T09:41:51","slug":"comment-assurer-un-bon-support-client","status":"publish","type":"post","link":"https:\/\/www.wikeo.be\/blog\/2012\/12\/12\/comment-assurer-un-bon-support-client\/","title":{"rendered":"Comment assurer un bon support client"},"content":{"rendered":"

Depuis le lancement de Wikeo, nous nous sommes d\u00e9marqu\u00e9 sur plusieurs points par rapport \u00e0 nos concurrents. Mais un d’eux est vraiment primordial : la qualit\u00e9 du support client. Car pour vous aider \u00e0 cr\u00e9er un site web<\/strong> dans les meilleures conditions, nous assurons un support client Premium !<\/p>\n

En effet, tous les commerces ont affaire \u00e0 des clients, c’est ainsi que l’entreprise peut fonctionner. Or, un client content du service qui lui est rendu aura plus tendance \u00e0 revenir m\u00eame si les prix sont un peu plus \u00e9lev\u00e9s qu’ailleurs car il sait qu’il sera bien consid\u00e9r\u00e9. Lorsque vous \u00eates vous-m\u00eame client, c’est le genre d’attention que vous appr\u00e9ciez.<\/p>\n

<\/p>\n

La base du support client<\/h2>\n

Dans le cadre du support client sur un site internet, vous pouvez tirer l’avantage de certaines situation et devrez veiller \u00e0 respecter certaines r\u00e8gles simples.<\/p>\n

24h pour r\u00e9pondre<\/h3>\n

En g\u00e9n\u00e9ral, il est conseill\u00e9 de ne pas attendre plus de 24h avant de r\u00e9pondre \u00e0 un mail de support. Si le mail du client n\u00e9cessite des demandes de renseignements qui induisent un d\u00e9lai sup\u00e9rieur \u00e0 24h, \u00e9crivez une r\u00e9ponse cordiale expliquant que vous avez bien re\u00e7u le mail, profitez-en pour r\u00e9pondre aux \u00e9ventuelles questions auxquelles vous pouvez r\u00e9pondre \u00e0 l’instant et terminez pas indiquer le d\u00e9lai approximatif qui sera n\u00e9cessaire pour r\u00e9pondre aux autres questions (en expliquant la raison de ce d\u00e9lai).<\/p>\n

\u00c9viter de s’\u00e9nerver<\/h3>\n

Parfois, vos utilisateurs vous contacteront de mani\u00e8re tr\u00e8s rude, n’h\u00e9sitant pas \u00e0 vous insulter. Soyez plus malin qu’eux en ne rentrant pas dans leur jeu, restez calme et r\u00e9pondez de mani\u00e8re compl\u00e8te \u00e0 ses remarques en d\u00e9crivant les raisons de telle ou telle d\u00e9cision. Si l’utilisateur s’est simplement tromp\u00e9 ou a mal lu les informations, signalez-lui en utilisant des mots simples ce qu’elles signifient.<\/p>\n

Dans bien des cas, faire preuve de patience paye et vous recevrez des excuses de la part du client. Dans certains cas, ce client pourrait devenir un supporter actif de votre activit\u00e9, c’est toujours bon \u00e0 prendre !<\/p>\n

Ne pas r\u00e9inventer la roue<\/h3>\n

Une des caract\u00e9ristique d’un support client est que les m\u00eames questions reviennent r\u00e9guli\u00e8rement. Parfois \u00e7a permet de savoir quelles sont les parties de votre service \u00e0 am\u00e9liorer, sinon c’est l’occasion de dresser une liste de ces questions, d’y r\u00e9pondre et d’ins\u00e9rer le tout dans un FAQ (Foire Aux Questions). De cette mani\u00e8re, lorsque ces questions reviennent, dirigez simplement l’utilisateur vers la FAQ afin qu’il puisse y trouver la r\u00e9ponse optimale \u00e0 sa question.<\/p>\n

En vous basant sur ce m\u00e9canisme, vous gagnerez beaucoup de temps et contribuerez \u00e0 am\u00e9liorer la qualit\u00e9 des r\u00e9ponses que vous apporterez \u00e0 vos utilisateurs.<\/p>\n

Ignorer les parasites<\/h3>\n

Il arrive que les mails envoy\u00e9s via le support soient tout simplement des spams ou mails publicitaires ind\u00e9sirables. Vous pouvez les contrer en ayant une messagerie \u00e9quip\u00e9e d’un anti-spam (comme sur la plupart des messageries gratuites telles quel Gmail, Outlook.com, Yahoo Mail, etc.).<\/p>\n

Il arrive aussi parfois que ce soit des utilisateurs l\u00e9gitimes qui croient que vous envoyer un mail toutes les 5 minutes soit pertinent. Commencez par r\u00e9pondre \u00e0 leurs questions et s’ils continuent, il y a des chances qu’ils vous fassent perdre un temps pr\u00e9cieux pour un retour financier tr\u00e8s faible. Apprenez \u00e0 les ignorer, ils partiront ou apprendront \u00e0 chercher par eux-m\u00eame les informations dont ils ont besoin.<\/p>\n

Conclusion<\/h2>\n

Avoir un support client de qualit\u00e9 n’est pas difficile et pourtant il arrive trop souvent qu’en envoyant un mail via la rubrique contact d’un site web, vous ne recevrez jamais de r\u00e9ponse. C’est d’autant plus dommage que le mail a certains gros avantages par rapport au t\u00e9l\u00e9phone car votre correspondant peut r\u00e9pondre quand il est dispos\u00e9 \u00e0 le faire et peut vous fournir des r\u00e9ponses plus compl\u00e8tes.<\/p>\n

Montrez l’exemple en suivant les quelques r\u00e8gles qui ont \u00e9t\u00e9 cit\u00e9es dans cet article et gagnez la confiance de vos clients en leur accordant l’importance qu’ils m\u00e9ritent !<\/p>\n","protected":false},"excerpt":{"rendered":"

Depuis le lancement de Wikeo, nous nous sommes d\u00e9marqu\u00e9 sur plusieurs points par rapport \u00e0 nos concurrents. Mais un d’eux est vraiment primordial : la qualit\u00e9 du support client. Car pour vous aider \u00e0 cr\u00e9er un site web dans les meilleures conditions, nous assurons un support client Premium ! En effet, tous les commerces ont […]<\/p>\n","protected":false},"author":1,"featured_media":730,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[37],"tags":[131,132,104,130],"class_list":["post-725","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tutoriel","tag-client","tag-contact","tag-email","tag-support"],"yoast_head":"\nAm\u00e9liorer son support client en quelques \u00e9tapes simples<\/title>\n<meta name=\"description\" content=\"L'am\u00e9lioration de son support client est une n\u00e9cessit\u00e9 pour beaucoup de commerces. 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