{"id":1083,"date":"2021-06-12T16:46:08","date_gmt":"2021-06-12T14:46:08","guid":{"rendered":"https:\/\/www.musicotel.com\/blog\/?p=1083"},"modified":"2021-07-12T17:00:07","modified_gmt":"2021-07-12T15:00:07","slug":"experiences-client-telephonie-et-covid-19","status":"publish","type":"post","link":"https:\/\/www.musicotel.com\/blog\/2021\/06\/12\/experiences-client-telephonie-et-covid-19\/","title":{"rendered":"Exp\u00e9riences client, t\u00e9l\u00e9phonie et covid-19"},"content":{"rendered":"\n<p>En mars 2020, le monde a plong\u00e9 rapidement dans la pand\u00e9mie li\u00e9e au coronavirus. Quinze mois plus tard, qu&rsquo;en est-il aujourd&rsquo;hui de l&rsquo;impact de la covid sur l&rsquo;exp\u00e9rience client. Une \u00e9tude Tendances consommateurs 2021 (Qualtrics\/XM Institute) montre que 68% des consommateurs ont initi\u00e9 une nouvelle activit\u00e9 en ligne au cours de l&rsquo;ann\u00e9e coronavirus. C&rsquo;est un v\u00e9ritable surplus de clients qu&rsquo;il faut accompagner sur ses interfaces web, mobiles mais aussi au niveau de son accueil t\u00e9l\u00e9phonique. <\/p>\n\n\n\n<p>Dans le d\u00e9tail : <\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>16% ont achet\u00e9 un produit en ligne<\/li><li>14% ont command\u00e9 un repas en ligne<\/li><li>14% ont r\u00e9alis\u00e9 une t\u00e9l\u00e9consultation m\u00e9dicale<\/li><li>13% ont command\u00e9 des provisions en ligne<\/li><li>11% se sont mis \u00e0 g\u00e9rer leurs comptes bancaires<\/li><li>10% ont suivi des cours en ligne<\/li><li>10% ont regard\u00e9 du contenu en streaming (TV ou film)<\/li><li>9% ont men\u00e9 une activit\u00e9 sportive \/ de sant\u00e9 (fitness)<\/li><li><strong>8% ont contact\u00e9 un service client en ligne<\/strong><\/li><\/ul>\n\n\n\n<p>8% de 24 millions de foyers, soit au moins 2 millions de personnes suppl\u00e9mentaires \u00e0 g\u00e9rer au niveau des services client. Les centres d&rsquo;appel ont forc\u00e9ment jou\u00e9 un r\u00f4le important dans la gestion de ce surplus de clients&#8230; et de ce fait, vos contenus t\u00e9l\u00e9phoniques (accueil, r\u00e9pondeur t\u00e9l\u00e9phonique, bo\u00eete vocale, attente t\u00e9l\u00e9phonique, pr\u00e9d\u00e9croch\u00e9 ou serveur vocal interactif) ont donn\u00e9 des indications sur votre marque, le sens que vous avez du service client, vos actualit\u00e9s, etc. <\/p>\n\n\n\n<p>Pensez \u00e0 soigner ces contenus t\u00e9l\u00e9phoniques car ils disent beaucoup de votre entreprise aux clients et sont g\u00e9n\u00e9ralement le premier point de contact \u00ab\u00a0r\u00e9el\u00a0\u00bb. Produisez des <a href=\"https:\/\/www.musicotel.com\/attente-telephonique.php\" data-type=\"URL\" data-id=\"https:\/\/www.musicotel.com\/attente-telephonique.php\" target=\"_blank\" rel=\"noreferrer noopener\">messages t\u00e9l\u00e9phoniques professionnels <\/a>pour garantir un accueil optimal de vos clients.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>En mars 2020, le monde a plong\u00e9 rapidement dans la pand\u00e9mie li\u00e9e au coronavirus. Quinze mois plus tard, qu&rsquo;en est-il<\/p>\n","protected":false},"author":2,"featured_media":1084,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"colormag_page_layout":"default_layout","footnotes":""},"categories":[19,18],"tags":[24,44,45,42,43],"class_list":["post-1083","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-boite-vocale-messagerie-repondeur-attente-telephonique","category-telephonie","tag-accueil-telephonique","tag-coronavirus","tag-covid","tag-experience-client","tag-pandemie"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Exp\u00e9riences client, t\u00e9l\u00e9phonie et covid-19 - Service client en actus par MusicoTel<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.musicotel.com\/blog\/2021\/06\/12\/experiences-client-telephonie-et-covid-19\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Exp\u00e9riences client, t\u00e9l\u00e9phonie et covid-19 - Service client en actus par MusicoTel\" \/>\n<meta property=\"og:description\" content=\"En mars 2020, le monde a plong\u00e9 rapidement dans la pand\u00e9mie li\u00e9e au coronavirus. Quinze mois plus tard, qu&rsquo;en est-il\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.musicotel.com\/blog\/2021\/06\/12\/experiences-client-telephonie-et-covid-19\/\" \/>\n<meta property=\"og:site_name\" content=\"Service client en actus par MusicoTel\" \/>\n<meta property=\"article:published_time\" content=\"2021-06-12T14:46:08+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-07-12T15:00:07+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.musicotel.com\/blog\/wp-content\/uploads\/2021\/07\/fusion-medical-animation-rnr8D3FNUNY-unsplash.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Alain Goudey\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Alain Goudey\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.musicotel.com\/blog\/2021\/06\/12\/experiences-client-telephonie-et-covid-19\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.musicotel.com\/blog\/2021\/06\/12\/experiences-client-telephonie-et-covid-19\/\"},\"author\":{\"name\":\"Alain Goudey\",\"@id\":\"https:\/\/www.musicotel.com\/blog\/#\/schema\/person\/0ad83734a0e6a814ea64eccc3d2afd27\"},\"headline\":\"Exp\u00e9riences client, t\u00e9l\u00e9phonie et covid-19\",\"datePublished\":\"2021-06-12T14:46:08+00:00\",\"dateModified\":\"2021-07-12T15:00:07+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.musicotel.com\/blog\/2021\/06\/12\/experiences-client-telephonie-et-covid-19\/\"},\"wordCount\":294,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.musicotel.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.musicotel.com\/blog\/2021\/06\/12\/experiences-client-telephonie-et-covid-19\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.musicotel.com\/blog\/wp-content\/uploads\/2021\/07\/fusion-medical-animation-rnr8D3FNUNY-unsplash.jpg\",\"keywords\":[\"accueil t\u00e9l\u00e9phonique\",\"coronavirus\",\"covid\",\"exp\u00e9rience client\",\"pand\u00e9mie\"],\"articleSection\":[\"Bo\u00eete vocale, messagerie, r\u00e9pondeur, attente t\u00e9l\u00e9phonique\",\"t\u00e9l\u00e9phonie\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.musicotel.com\/blog\/2021\/06\/12\/experiences-client-telephonie-et-covid-19\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.musicotel.com\/blog\/2021\/06\/12\/experiences-client-telephonie-et-covid-19\/\",\"url\":\"https:\/\/www.musicotel.com\/blog\/2021\/06\/12\/experiences-client-telephonie-et-covid-19\/\",\"name\":\"Exp\u00e9riences client, t\u00e9l\u00e9phonie et covid-19 - 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