{"id":7770,"date":"2020-10-02T22:48:47","date_gmt":"2020-10-02T22:48:47","guid":{"rendered":"https:\/\/honeypot-marketing.local\/?p=7770"},"modified":"2024-10-13T11:31:14","modified_gmt":"2024-10-13T15:31:14","slug":"service-client-des-reseaux-sociaux-2020","status":"publish","type":"post","link":"https:\/\/honeypotmarketing.com\/fr\/social-media\/social-media-customer-service-2020\/","title":{"rendered":"12 raisons pour lesquelles vous avez besoin d&#039;une strat\u00e9gie de service client sur les r\u00e9seaux sociaux"},"content":{"rendered":"<div itemscope itemtype=\"http:\/\/schema.org\/AudioObject\"><meta itemprop=\"name\" content=\"12 Reasons You Need a Social Media Customer Service Strategy\" \/><meta itemprop=\"uploadDate\" content=\"2020-10-02T22:48:47-04:00\" \/><meta itemprop=\"encodingFormat\" content=\"\" \/><meta itemprop=\"duration\" content=\"PT54M21S\" \/><meta itemprop=\"description\" content=\"Not long ago, customers called a business, submitted a ticket,\u00a0 or went to the brick-and-mortar location when they had issues or questions, and the idea of social media customer service didn&#039;t even exist.Now it&#039;s the main channel for most customers...\" \/><meta itemprop=\"contentUrl\" content=\"https:\/\/media.blubrry.com\/digital_marketing_honeypot\/mc.blubrry.com\/digital_marketing_honeypot\/12_Reasons_You_Need_a_Social_Media_Customer_Service_Strategy_in_2020.mp3?awCollectionId=1033945&#038;aw_0_azn.pgenre=Business&#038;aw_0_1st.ri=blubrry&#038;aw_0_azn.pcountry=CA&#038;aw_0_azn.planguage=en-ca&#038;cat_exclude=IAB1-8%2CIAB1-9%2CIAB7-41%2CIAB8-5%2CIAB8-18%2CIAB11-4%2CIAB23%2CIAB24%2CIAB25%2CIAB26&#038;aw_0_cnt.rss=https%3A%2F%2Fhoneypotmarketing.com%2Ffeed%2Fpodcast%2F\" \/><meta itemprop=\"contentSize\" content=\"49.8\" \/><iframe src=\"https:\/\/player.blubrry.com\/?media_url=https%3A%2F%2Fmedia.blubrry.com%2Fdigital_marketing_honeypot%2Fmc.blubrry.com%2Fdigital_marketing_honeypot%2F12_Reasons_You_Need_a_Social_Media_Customer_Service_Strategy_in_2020.mp3%3FawCollectionId%3D1033945%26aw_0_azn.pgenre%3DBusiness%26aw_0_1st.ri%3Dblubrry%26aw_0_azn.pcountry%3DCA%26aw_0_azn.planguage%3Den-ca%26cat_exclude%3DIAB1-8%252CIAB1-9%252CIAB7-41%252CIAB8-5%252CIAB8-18%252CIAB11-4%252CIAB23%252CIAB24%252CIAB25%252CIAB26%26aw_0_cnt.rss%3Dhttps%253A%252F%252Fhoneypotmarketing.com%252Ffeed%252Fpodcast%252F&amp;modern=1&amp;podcast_link=https%3A%2F%2Fhoneypotmarketing.com%2Ffr%2Fsocial-media%2Fsocial-media-customer-service-2020%2F#mode-Dark&border-FFAD00&progress-FF9400\" scrolling=\"no\" width=\"100%\" height=\"165\" frameborder=\"0\" id=\"blubrryplayer-1\" class=\"blubrryplayer\" title=\"Lecteur de podcast Blubrry\"><\/iframe><\/div><p class=\"powerpress_links powerpress_links_comfeedpodcast\" style=\"margin-bottom: 1px !important;\">Podcast: <a href=\"https:\/\/media.blubrry.com\/digital_marketing_honeypot\/mc.blubrry.com\/digital_marketing_honeypot\/12_Reasons_You_Need_a_Social_Media_Customer_Service_Strategy_in_2020.mp3?awCollectionId=1033945&amp;aw_0_azn.pgenre=Business&amp;aw_0_1st.ri=blubrry&amp;aw_0_azn.pcountry=CA&amp;aw_0_azn.planguage=en-ca&amp;cat_exclude=IAB1-8%2CIAB1-9%2CIAB7-41%2CIAB8-5%2CIAB8-18%2CIAB11-4%2CIAB23%2CIAB24%2CIAB25%2CIAB26&amp;aw_0_cnt.rss=https%3A%2F%2Fhoneypotmarketing.com%2Ffeed%2Fpodcast%2F\" class=\"powerpress_link_pinw\" target=\"_blank\" title=\"Jouer dans une nouvelle fen\u00eatre\" onclick=\"return powerpress_pinw('https:\/\/honeypotmarketing.com\/fr\/?powerpress_pinw=7770-podcast');\" rel=\"nofollow\">Jouer dans une nouvelle fen\u00eatre<\/a> | <a href=\"https:\/\/media.blubrry.com\/digital_marketing_honeypot\/mc.blubrry.com\/digital_marketing_honeypot\/12_Reasons_You_Need_a_Social_Media_Customer_Service_Strategy_in_2020.mp3?awCollectionId=1033945&#038;aw_0_azn.pgenre=Business&#038;aw_0_1st.ri=blubrry&#038;aw_0_azn.pcountry=CA&#038;aw_0_azn.planguage=en-ca&#038;cat_exclude=IAB1-8%2CIAB1-9%2CIAB7-41%2CIAB8-5%2CIAB8-18%2CIAB11-4%2CIAB23%2CIAB24%2CIAB25%2CIAB26&#038;aw_0_cnt.rss=https%3A%2F%2Fhoneypotmarketing.com%2Ffeed%2Fpodcast%2F\" class=\"powerpress_link_d\" title=\"T\u00e9l\u00e9charger\" rel=\"nofollow\" download=\"12_Reasons_You_Need_a_Social_Media_Customer_Service_Strategy_in_2020.mp3?awCollectionId=1033945&amp;#038;aw_0_azn.pgenre=Business&amp;#038;aw_0_1st.ri=blubrry&amp;#038;aw_0_azn.pcountry=CA&amp;#038;aw_0_azn.planguage=en-ca&amp;#038;cat_exclude=IAB1-8%2CIAB1-9%2CIAB7-41%2CIAB8-5%2CIAB8-18%2CIAB11-4%2CIAB23%2CIAB24%2CIAB25%2CIAB26&amp;#038;aw_0_cnt.rss=https%3A%2F%2Fhoneypotmarketing.com%2Ffeed%2Fpodcast%2F\">T\u00e9l\u00e9charger<\/a><\/p><p class=\"powerpress_links powerpress_subscribe_links\">S&#039;abonner: <a href=\"https:\/\/honeypotmarketing.com\/fr\/feed\/podcast\/\" class=\"powerpress_link_subscribe powerpress_link_subscribe_rss\" target=\"_blank\" title=\"S&#039;abonner via RSS\" rel=\"nofollow\">RSS<\/a><\/p><p>Il n&#039;y a pas si longtemps, les clients appelaient une entreprise, soumettaient un ticket ou se rendaient dans un magasin physique lorsqu&#039;ils avaient des probl\u00e8mes ou des questions, et l&#039;id\u00e9e du service client sur les r\u00e9seaux sociaux n&#039;existait m\u00eame pas.<\/p>\n<p>C&#039;est d\u00e9sormais le principal canal par lequel la plupart des clients communiquent avec une entreprise ou une marque, et c&#039;est quelque chose que vous ne pouvez pas vous permettre d&#039;ignorer.<\/p>\n<p>Selon <a href=\"https:\/\/www.conversocial.com\/blog\/tag\/customer-service\" target=\"_blank\" rel=\"noopener noreferrer nofollow\">Conversocial<\/a>95,61 % des consommateurs sont affect\u00e9s par les commentaires d&#039;autres personnes sur les pages sociales d&#039;une marque, soit \u00e0 peu pr\u00e8s tout le monde.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7771\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/customer-service-its-kind-of-a-big-deal.jpg\" alt=\"m\u00e8me du service client des m\u00e9dias sociaux\" width=\"429\" height=\"456\" \/><\/p>\n<p>Regardez la vid\u00e9o ou le podcast ci-dessus. \ud83d\udc46 Abonnez-vous \u00e0 notre diffusion hebdomadaire en direct sur Facebook ou emportez-la avec vous avec un podcast sur la plateforme de votre choix. Tenez-vous au courant des actualit\u00e9s, des tendances et des conseils en mati\u00e8re de marketing num\u00e9rique et participez \u00e0 la conversation.<\/p>\n<h2>Quoi de neuf?<\/h2>\n<p>La communication en ligne se d\u00e9veloppe depuis des ann\u00e9es maintenant, mais 2020 a acc\u00e9l\u00e9r\u00e9 le passage au num\u00e9rique et le besoin de service client sur les r\u00e9seaux sociaux.<\/p>\n<p>Au cours des 6 derniers mois, si votre entreprise n&#039;a pas \u00e9t\u00e9 en ligne ou n&#039;a pas \u00e9t\u00e9 activement impliqu\u00e9e sur les r\u00e9seaux sociaux, eh bien, vous n&#039;\u00eates probablement plus ouvert, malheureusement.<\/p>\n<p>Tant de choses ont chang\u00e9, y compris notre fa\u00e7on de communiquer, notre fa\u00e7on de faire des achats et m\u00eame ce que nous attendons des marques.<\/p>\n<h2>Qu&#039;est-ce qui fonctionne ?<\/h2>\n<p>Alors, comment fournir un excellent service client sur les r\u00e9seaux sociaux ? Les chatbots, la r\u00e9ponse aux avis et l&#039;interaction avec les publications et les commentaires sur les r\u00e9seaux sociaux sont d&#039;excellents points de d\u00e9part.<\/p>\n<p>En fin de compte, vous voulez \u00eatre pr\u00e9sent et actif.<\/p>\n<p>Dans un monde o\u00f9 la satisfaction imm\u00e9diate est devenue la norme, la rapidit\u00e9 d&#039;ex\u00e9cution est extr\u00eamement importante. Si vous n&#039;\u00eates pas en mesure de r\u00e9pondre aux clients dans un d\u00e9lai raisonnable, ils iront voir ailleurs, tr\u00e8s probablement chez l&#039;un de vos concurrents.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7772\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/customer-service-2.jpg\" alt=\"statistiques du service client des m\u00e9dias sociaux\" width=\"800\" height=\"628\" \/><\/p>\n<p>Comme vous pouvez le constater dans le graphique ci-dessus, la moiti\u00e9 des clients boycotteront une marque en raison de r\u00e9ponses inad\u00e9quates sur les r\u00e9seaux sociaux. C&#039;est dire \u00e0 quel point le service client sur les r\u00e9seaux sociaux est important.<\/p>\n<p>Tout aussi important, pr\u00e8s de la moiti\u00e9 des clients partageront leurs mauvaises exp\u00e9riences, en ligne et hors ligne. Nous avons d\u00e9j\u00e0 mentionn\u00e9 \u00e0 quel point le bouche-\u00e0-oreille peut \u00eatre puissant, et cela vaut la peine de le r\u00e9p\u00e9ter.<\/p>\n<p>Les gens sont bien plus susceptibles d\u2019\u00e9couter l\u2019opinion d\u2019un ami ou d\u2019un inconnu en ligne que tout ce qu\u2019une marque a \u00e0 dire.<\/p>\n<p>M\u00eame si vous \u00eates d\u00e9j\u00e0 dans le jeu des m\u00e9dias sociaux, cette petite infographie ci-dessous nous fait penser que nous pourrions tous faire un peu mieux, peut-\u00eatre ?<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7773\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/stats-social-1.jpg\" alt=\"statistiques du service client des m\u00e9dias sociaux.\" width=\"780\" height=\"444\" \/><\/p>\n<p>Le fait que 80% d&#039;entreprises pr\u00e9tendent offrir un service client exceptionnel sur les r\u00e9seaux sociaux, compar\u00e9 aux 8% de leurs clients qui sont du m\u00eame avis, raconte une histoire tr\u00e8s r\u00e9v\u00e9latrice.<\/p>\n<p>Apparemment, se f\u00e9liciter soi-m\u00eame ne donne aucun r\u00e9sultat.<\/p>\n<p>OK. Examinons ces 12 raisons pour lesquelles vous avez besoin d&#039;un service client sur les r\u00e9seaux sociaux.<\/p>\n<h2>#1 Comprendre la voix de votre communaut\u00e9<\/h2>\n<p>Impliquez-vous dans les conversations qui int\u00e9ressent vos clients et faites attention \u00e0 ce qu&#039;ils disent et \u00e0 ce \u00e0 quoi ils r\u00e9pondent.<\/p>\n<p>Prenez le temps de comprendre le ton de votre marque, afin que vos clients b\u00e9n\u00e9ficient d&#039;une exp\u00e9rience coh\u00e9rente lorsqu&#039;ils interagissent avec votre entreprise - et ajoutez cela \u00e0 votre strat\u00e9gie.<\/p>\n<p>Cela vous aidera \u00e0 comprendre le bon ton de voix pour vous connecter avec votre public et vous montrer ce qui int\u00e9resse vos clients et les motive \u00e0 s&#039;engager sur les r\u00e9seaux sociaux.<\/p>\n<p>Ces informations peuvent vous aider \u00e0 d\u00e9terminer sur quoi vous devez vous concentrer en examinant le nombre\u00a0:<\/p>\n<ul>\n<li>Les commentaires ont \u00e9t\u00e9 \u00e9crits par frustration apr\u00e8s une mauvaise exp\u00e9rience.<\/li>\n<li>Les questions sont des questions techniques ou sp\u00e9cifiques au compte.<\/li>\n<li>Donnez votre avis, qu\u2019il soit positif ou n\u00e9gatif.<\/li>\n<li>Peut \u00eatre r\u00e9solu en utilisant des liens existants vers les sections FAQ ou d&#039;aide.<\/li>\n<\/ul>\n<p>Cela peut \u00e9galement vous aider \u00e0 d\u00e9terminer \u00e0 quelle heure de la journ\u00e9e vos clients sont les plus actifs sur les r\u00e9seaux sociaux, ce qui vous permettra de vous assurer que vous disposez des ressources et du personnel disponibles aux heures de pointe.<\/p>\n<p>En collectant ces informations, vous saurez si vous serez en mesure de g\u00e9rer la majorit\u00e9 des probl\u00e8mes directement via les canaux sociaux ou si vous aurez besoin d&#039;un processus pour diriger les utilisateurs des m\u00e9dias sociaux vers une autre ligne d&#039;assistance.<\/p>\n<h2>#2 \u00c9ducation<\/h2>\n<p>Nous avons tous besoin d&#039;aide et de conseils de temps en temps. Personne ne sait tout et vous souhaitez \u00eatre disponible lorsque quelqu&#039;un a une question concernant votre marque.<\/p>\n<p>En proposant un service client sur les r\u00e9seaux sociaux, vous pouvez informer vos clients sur vos produits ou services \u00e0 tout moment et en tout lieu. Assurez-vous que votre \u00e9quipe a \u00e9t\u00e9 initi\u00e9e \u00e0 toutes les offres de produits et \u00e9tablissez un calendrier de formation pour int\u00e9grer les nouveaux membres de l&#039;\u00e9quipe.<\/p>\n<p>La plupart du temps, les gens contactent une marque sur les r\u00e9seaux sociaux parce qu&#039;ils ont des questions ou un probl\u00e8me pour lequel ils ont besoin d&#039;aide.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7774\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/social-media-customer-service-stats.jpg\" alt=\"graphique des statistiques du service client des m\u00e9dias sociaux\" width=\"717\" height=\"723\" \/><\/p>\n<p>C&#039;est int\u00e9ressant de voir qu&#039;une exp\u00e9rience formidable d\u00e9clenche la raison #1 pour contacter une marque. Voil\u00e0 une bonne nouvelle pour vous ! Prenez cette ann\u00e9e 2020, rentrez chez vous, vous \u00eates saoul.<\/p>\n<p>Pensez \u00e0 la derni\u00e8re fois o\u00f9 vous avez contact\u00e9 une marque sur les r\u00e9seaux sociaux. Pourquoi l&#039;avez-vous fait ? Vous cherchiez \u00e0 obtenir des r\u00e9ponses \u00e0 des questions, \u00e0 dire merci, \u00e0 vous f\u00e9liciter ou simplement \u00e0 engager une conversation amicale ?<\/p>\n<p>Vos clients ont les m\u00eames exp\u00e9riences que vous sur les r\u00e9seaux sociaux, alors pensez \u00e0 vos propres exp\u00e9riences et \u00e0 ce que vous attendez d&#039;une marque. Nous sommes tous dans le m\u00eame bateau.<\/p>\n<h2>#3 \u00c9valuer les avis et optimiser<\/h2>\n<p>Les avis peuvent \u00eatre incroyablement utiles pour votre marque, qu&#039;ils soient n\u00e9gatifs ou positifs.<\/p>\n<p>Les avis n\u00e9gatifs peuvent mettre en \u00e9vidence des probl\u00e8mes qui auraient pu passer inaper\u00e7us et vous donner la possibilit\u00e9 de les r\u00e9soudre. Ne vous d\u00e9couragez donc pas trop lorsque vous les recevez.<\/p>\n<p>Vous les obtiendrez. Vous ne pouvez pas plaire \u00e0 tout le monde. Nous l&#039;avons tous entendu mille fois. C&#039;est la fa\u00e7on dont vous r\u00e9agissez \u00e0 la n\u00e9gativit\u00e9 qui compte.<\/p>\n<p>Les avis positifs sont la meilleure publicit\u00e9 gratuite que vous puissiez obtenir.<\/p>\n<blockquote><p>Il n\u2019y a rien de plus puissant qu\u2019un client satisfait qui souhaite d\u00e9fendre votre marque simplement parce qu\u2019il l\u2019aime.<\/p><\/blockquote>\n<p>Assurez-vous de former et d&#039;\u00e9duquer votre \u00e9quipe de service client sur l&#039;analyse et l&#039;\u00e9valuation des commentaires et des avis des clients. De cette fa\u00e7on, m\u00eame lorsque les avis sont n\u00e9gatifs, vous pouvez comprendre les domaines dans lesquels votre entreprise peut s&#039;am\u00e9liorer et vous assurer que ceux-ci sont correctement communiqu\u00e9s aux autres services.<\/p>\n<h2>#4 Montrez de l&#039;empathie<\/h2>\n<p>Les clients sont des \u00eatres humains. Les gens ont des sentiments. Ils aiment que leurs sentiments soient pris en compte. Cette ann\u00e9e plus que jamais, les gens sont stress\u00e9s et nerveux. Faire preuve d\u2019empathie peut faire toute la diff\u00e9rence pour quelqu\u2019un. Cela peut faire la diff\u00e9rence dans sa journ\u00e9e.<\/p>\n<p>1 client sur 100 prendra le temps de laisser un avis ou un commentaire sur un compte social. Que ce soit pour le meilleur ou pour le pire, remerciez-les toujours d&#039;avoir pris le temps de commenter et activez vos capacit\u00e9s d&#039;\u00e9coute active.<\/p>\n<p>Nous aimons tous penser que nous faisons de notre mieux, mais si je peux attirer votre attention sur le graphique ci-dessus, 92% des consommateurs ne sont pas d&#039;accord pour dire qu&#039;ils re\u00e7oivent un service client exceptionnel.<\/p>\n<p>Pouvez-vous vous identifier \u00e0 cela ? Avec combien d&#039;entreprises avez-vous interagi le mois dernier ? Est-ce que l&#039;une d&#039;entre elles a fait preuve d&#039;empathie, vous a trait\u00e9 comme une personne et vous a offert un service client exceptionnel ? Combien \u00e9taient carr\u00e9ment mauvaises ou simplement dans une zone neutre sans effort ?<\/p>\n<p>Pensez \u00e0 votre cible et imaginez lui poser ces questions\u00a0:<\/p>\n<ul>\n<li>Pourquoi avez-vous besoin de mon produit ?<\/li>\n<li>Comment l&#039;utilisation de mon produit vous fait-elle ressentir\/penser\/faire\/dire ?<\/li>\n<li>Quels sont les facteurs de stress\/peurs dans votre vie ?<\/li>\n<li>Comment mon produit vous aide-t-il \u00e0 atteindre vos objectifs ?<\/li>\n<\/ul>\n<p>Comment pensez-vous qu&#039;ils r\u00e9pondraient \u00e0 ces questions ? Vous n&#039;\u00eates pas s\u00fbr ? Posez-leur la question. C&#039;est \u00e0 cela que servent les r\u00e9seaux sociaux : \u00e0 avoir des conversations.<\/p>\n<p>Des questions comme celles-ci vous aideront \u00e0 comprendre votre march\u00e9 et la mani\u00e8re dont votre produit s&#039;int\u00e8gre dans leur vie. Activez ces <strong><a href=\"https:\/\/novoresume.com\/career-blog\/active-listening\">comp\u00e9tences d&#039;\u00e9coute sociale<\/a><\/strong> et apprenez \u00e0 conna\u00eetre vos clients.<\/p>\n<h2>#5 R\u00e9duire le taux de d\u00e9sabonnement<\/h2>\n<p>L\u2019une des meilleures fa\u00e7ons de r\u00e9duire le taux de d\u00e9sabonnement des clients est d\u2019\u00eatre pr\u00e9sent, actif et arrangeant envers eux. Si vous les ignorez, ils partiront.<\/p>\n<blockquote><p>Lorsque les clients ne sont pas satisfaits, ils arr\u00eatent de faire affaire avec vous. C&#039;est aussi simple que cela.<\/p><\/blockquote>\n<p>Selon <a href=\"https:\/\/www.forrester.com\/home\/\">Forrester<\/a>, \u00e7a co\u00fbte\u00a0<strong>5 fois plus <\/strong>d&#039;acqu\u00e9rir de nouveaux clients plut\u00f4t que de conserver un client existant, et <strong>16 fois plus <\/strong>amener un nouveau client au m\u00eame niveau qu&#039;un client existant.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7776\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/acquisition-vs-retention.png\" alt=\"graphique du poids du service client des m\u00e9dias sociaux\" width=\"1381\" height=\"749\" \/><\/p>\n<p>\u00c9trangement, 2 entreprises sur 3 n\u2019ont pas de strat\u00e9gie en place pour \u00e9viter le d\u00e9sabonnement.<\/p>\n<p>Voici quelques moyens de faire avancer les choses\u00a0:<\/p>\n<ul>\n<li>Analyser les causes du taux de d\u00e9sabonnement<\/li>\n<li>Engagez-vous aupr\u00e8s de vos clients<\/li>\n<li>\u00c9duquer le client<\/li>\n<li>Offrir des incitations<\/li>\n<li>Cibler le bon public<\/li>\n<li>Faites attention aux plaintes<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7783\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/inactive-twitter-more-churn.png\" alt=\"graphique du service client des m\u00e9dias sociaux Twitter Bird\" width=\"690\" height=\"350\" \/><\/p>\n<p>En r\u00e9sum\u00e9 : l\u2019engagement est crucial si vous souhaitez r\u00e9duire le taux de d\u00e9sabonnement, et oui, vous le souhaitez.<\/p>\n<h2>Les clients de #6 attendent un service client sur les r\u00e9seaux sociaux<\/h2>\n<p>L\u2019\u00e9poque o\u00f9 les clients vous appelaient ou visitaient votre magasin physique est r\u00e9volue.<\/p>\n<p>Le service client sur les r\u00e9seaux sociaux est attendu par toute marque, alors ne d\u00e9cevez pas et assurez-vous de leur fournir des moyens simples d&#039;obtenir les r\u00e9ponses dont ils ont besoin, quelle que soit l&#039;heure de la journ\u00e9e.<\/p>\n<p>Les m\u00e9dias sociaux ont ouvert la possibilit\u00e9 d\u2019un engagement bidirectionnel entre les entreprises et les consommateurs, et les consommateurs en sont ravis.<\/p>\n<p>Ils veulent pouvoir parler aux marques qu&#039;ils aiment. Ils veulent un moyen simple et pratique de poser des questions et de r\u00e9soudre des probl\u00e8mes, et ils veulent dire \u00e0 leurs marques pr\u00e9f\u00e9r\u00e9es \u00e0 quel point ils les aiment, sans aucun probl\u00e8me ni obstacle.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7777\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/customer-support-must.png\" alt=\"statistiques du service client des m\u00e9dias sociaux\" width=\"733\" height=\"408\" \/><\/p>\n<p>Les m\u00e9dias sociaux sont devenus le principal canal de communication \u00e0 l\u2019\u00e9chelle mondiale. Il est donc logique que le meilleur moyen de fournir un service client soit par le biais de ces canaux. C\u2019est l\u00e0 que les gens se tournent lorsqu\u2019ils recherchent des informations ou lorsqu\u2019ils ont besoin d\u2019une r\u00e9ponse rapide.<\/p>\n<h2>#7 Gestion de crise sur les r\u00e9seaux sociaux<\/h2>\n<p>Chaque marque doit avoir un plan de gestion de crise, et ce plan doit inclure la mani\u00e8re dont vous r\u00e9agirez aux m\u00e9dias sociaux.<\/p>\n<p>Assurez-vous de mettre en place un processus fiable, afin que votre entreprise soit toujours per\u00e7ue comme serviable et r\u00e9active.<\/p>\n<p>Voici quelques exemples de crise sur les r\u00e9seaux sociaux :<\/p>\n<ul>\n<li>D\u00e9pr\u00e9ciation des clients<\/li>\n<li>Messages marketing inappropri\u00e9s<\/li>\n<li>Commentaires d\u00e9plaisants d&#039;un dirigeant<\/li>\n<\/ul>\n<figure id=\"attachment_7778\" aria-describedby=\"caption-attachment-7778\" style=\"width: 500px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-7778\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/boston-marathon-fail-846x1024.png\" alt=\"un exemple de mauvais marketing sur les r\u00e9seaux sociaux\" width=\"500\" height=\"605\" \/><figcaption id=\"caption-attachment-7778\" class=\"wp-caption-text\">Voici un exemple d\u2019une situation de crise provoqu\u00e9e par un seul titre.<\/figcaption><\/figure>\n<p>Nous avons \u00e9labor\u00e9 un guide D\u00e9fi-R\u00e9ponse que toute entreprise peut utiliser comme r\u00e9f\u00e9rence. Vous pouvez le consulter ici :<\/p>\n<p><a href=\"https:\/\/docs.google.com\/document\/d\/1at-km1QYC0kM2bvpyLKOyyyfHnkhqZ9Gs-bz9OeN7Zk\/edit?usp=sharing\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Guide D\u00e9fi-R\u00e9ponse<\/strong><\/a><\/p>\n<p>Un guide de gestion des d\u00e9fis est un bon point de d\u00e9part pour \u00e9laborer une strat\u00e9gie de gestion de crise. De cette fa\u00e7on, les r\u00e9ponses sont unifi\u00e9es et plus faciles \u00e0 suivre pour tous les membres de l&#039;\u00e9quipe, et bien s\u00fbr, cela contribuera \u00e0 maintenir un ton coh\u00e9rent.<\/p>\n<h2>#8 Les clients interagissent d\u00e9j\u00e0 avec votre marque sur les r\u00e9seaux sociaux<\/h2>\n<p>Vos clients sont d\u00e9j\u00e0 pr\u00e9sents sur les r\u00e9seaux sociaux et ils laissent probablement d\u00e9j\u00e0 des avis sur votre produit ou service.<\/p>\n<p>Alors, devriez-vous \u00eatre l\u00e0 pour r\u00e9pondre ? Oui, vous devriez absolument le faire.<\/p>\n<p>Assurez-vous de comprendre sur quels canaux sociaux votre marque re\u00e7oit activement des commentaires et des critiques et traitez-les en premier.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7779\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/social-media-customer-service-4.png\" alt=\"statistiques du service client des m\u00e9dias sociaux\" width=\"788\" height=\"401\" \/><\/p>\n<p>La majorit\u00e9 du monde utilise d\u00e9sormais les m\u00e9dias sociaux, et 90% de ces utilisateurs ont utilis\u00e9 les m\u00e9dias sociaux pour communiquer avec une marque, il est donc facile de comprendre pourquoi ce n&#039;est pas quelque chose que vous devriez ignorer.<\/p>\n<p>Il y a plus de 1,6 milliard d&#039;utilisateurs actifs de r\u00e9seaux sociaux dans le monde \u00e0 l&#039;heure actuelle, si vous en doutiez.<\/p>\n<h2>#9 Sachez comment et quand r\u00e9pondre publiquement sur les r\u00e9seaux sociaux<\/h2>\n<p>Il est essentiel de savoir quand et o\u00f9 r\u00e9agir.<\/p>\n<p>Par exemple, si vous demandez les coordonn\u00e9es d&#039;un client, vous utiliserez un DM plut\u00f4t qu&#039;un commentaire sur la page.<\/p>\n<p>Si quelqu&#039;un laisse un commentaire n\u00e9gatif, vous souhaiterez lui demander de vous envoyer un DM pour l&#039;aider \u00e0 r\u00e9soudre son probl\u00e8me.<\/p>\n<p>Si c&#039;est un commentaire impertinent, amusez-vous avec.<\/p>\n<p>D\u00e9couvrez cet excellent exemple de la Croix-Rouge apr\u00e8s qu\u2019un tweet hors marque a \u00e9t\u00e9 publi\u00e9 sur son compte Twitter.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-7780 size-medium\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/red-cross-1-300x218.png\" alt=\"exemple de service client sur les r\u00e9seaux sociaux\" width=\"300\" height=\"218\" \/><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7781\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/red-cross-2.png\" alt=\"exemple de service client sur les r\u00e9seaux sociaux\" width=\"360\" height=\"521\" \/><\/p>\n<p>C&#039;est un excellent exemple d&#039;une marque opportune, qui ne se prend pas trop au s\u00e9rieux et qui \u00e9vite une crise potentielle sur ses r\u00e9seaux sociaux.<\/p>\n<h2>#10 Soyez ponctuel avec vos r\u00e9ponses sur les r\u00e9seaux sociaux<\/h2>\n<p>Ne faites pas attendre vos clients.<\/p>\n<p>Assurez-vous de mettre en place un rythme soutenu, afin que votre \u00e9quipe examine les comptes plusieurs fois par jour. Vos clients attendent une r\u00e9ponse dans les plus brefs d\u00e9lais.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7782\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/customer-satisfaction.png\" alt=\"statistiques du service client des m\u00e9dias sociaux\" width=\"737\" height=\"665\" \/><\/p>\n<p>Comme vous pouvez le voir sur le graphique ci-dessus, les clients s\u2019attendent \u00e0 des temps de r\u00e9ponse quasi imm\u00e9diats, et atteindre ces objectifs peut consid\u00e9rablement am\u00e9liorer votre taux de satisfaction client.<\/p>\n<p>Il n\u2019est pas toujours facile d\u2019\u00eatre disponible \u00e0 tout moment, mais de nombreux outils sont en place pour nous aider, tels que les chatbots et la mise en place de sections FAQ robustes vers lesquelles les clients peuvent \u00eatre dirig\u00e9s.<\/p>\n<p>Le temps de r\u00e9ponse moyen d&#039;une entreprise est loin de ce que les clients attendent, ce qui montre qu&#039;il existe de nombreuses opportunit\u00e9s pour les marques qui souhaitent vraiment offrir \u00e0 leurs clients un service client exceptionnel.<\/p>\n<p>Non seulement cela sera rentable, mais cela aidera votre entreprise \u00e0 se d\u00e9marquer, ce qui devient de plus en plus important \u00e0 mesure que le nombre consid\u00e9rable de choix dont nous disposons augmente de fa\u00e7on exponentielle.<\/p>\n<h2>#11 L&#039;exp\u00e9rience utilisateur est essentielle sur les r\u00e9seaux sociaux<\/h2>\n<p>Ne rendez pas difficile pour vos clients de laisser des avis, des commentaires ou des messages.<\/p>\n<p>C&#039;est particuli\u00e8rement vrai lorsque vous devez les envoyer \u00e0 d&#039;autres services pour obtenir de l&#039;aide. Assurez-vous que votre \u00e9quipe et votre strat\u00e9gie \u00e9tablissent une liste des personnes \u00e0 qui parler et pour quel probl\u00e8me. Est-ce technique ? Est-ce li\u00e9 \u00e0 l&#039;image de marque ?<\/p>\n<p>En les cat\u00e9gorisant, vous en ferez une exp\u00e9rience utilisateur positive pour vos clients en rendant le processus simple et facile.<\/p>\n<p>Ce domaine peut \u00eatre facilement n\u00e9glig\u00e9, mais il peut \u00eatre tout aussi important que de r\u00e9agir rapidement et avec le ton adapt\u00e9 \u00e0 la situation.<\/p>\n<p>Pensez aux moments o\u00f9 vous avez eu du mal \u00e0 trouver ce que vous cherchiez sur un site Web ou sur les r\u00e9seaux sociaux d\u2019une marque.<\/p>\n<p>Si vous n&#039;avez pas trouv\u00e9 imm\u00e9diatement ce que vous cherchiez, avez-vous continu\u00e9 \u00e0 creuser davantage ou \u00eates-vous parti ailleurs ?<\/p>\n<p>Comment vous sentez-vous lorsque vous ne trouvez pas de moyen simple de contacter une entreprise ? Faites-vous moins confiance \u00e0 la marque ? Moi oui. Avez-vous l&#039;impression que votre avis n&#039;a pas d&#039;importance pour eux ? Oui. Ce n&#039;est pas ainsi que vous voulez que vos clients per\u00e7oivent votre marque.<\/p>\n<p>Facilitez la vie de vos clients et ils vous en remercieront.<\/p>\n<h2>#12 Comment et quand utiliser les chatbots sur les r\u00e9seaux sociaux<\/h2>\n<p>Les chatbots sont tr\u00e8s utiles et peuvent vous aider \u00e0 offrir un service client 24h\/24 et 7j\/7 sur vos comptes sociaux.<\/p>\n<p>Cependant, ils n\u00e9cessitent une strat\u00e9gie. Vous devez savoir quand les utiliser et d\u00e9velopper des flux d&#039;utilisateurs pertinents, afin de toujours offrir une exp\u00e9rience positive \u00e0 vos clients.<\/p>\n<p>Nous avons \u00e9galement \u00e9crit un blog entier sur ces adorables petits amis robots, donc si vous souhaitez approfondir le monde des chatbots, jetez-y un \u0153il\u00a0!<\/p>\n<p><a href=\"https:\/\/honeypotmarketing.com\/fr\/comment-utiliser-les-chatbots\/\" target=\"_blank\" rel=\"noopener noreferrer nofollow\"><strong>Pourquoi la messagerie en temps r\u00e9el et les chatbots sont la cl\u00e9 pour d\u00e9bloquer l&#039;engagement client<\/strong><\/a><\/p>\n<p>Pour conclure, voici une infographie pratique avec les 12 raisons pour lesquelles vous avez besoin d&#039;une strat\u00e9gie de service client sur les r\u00e9seaux sociaux.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-7784\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/12-Reasons-You-Need-a-Social-media.jpg\" alt=\"infographie de 12 raisons pour lesquelles vous avez besoin d&#039;un service client sur les r\u00e9seaux sociaux en 2020\" width=\"650\" height=\"2749\" \/><\/p>\n<p>Et comme toujours, nous avons quelques ressources suppl\u00e9mentaires pour ceux d\u2019entre vous qui en veulent encore plus :<\/p>\n<p><a href=\"https:\/\/mobilemonkey.com\/blog\/social-media-customer-service\"><strong>7 bonnes pratiques pour offrir un meilleur service client sur les r\u00e9seaux sociaux<\/strong><\/a> \u2013 Mobile Monkey propose une tonne de contenu int\u00e9ressant, et cet article aborde certaines des pratiques les plus pr\u00e9cieuses pour fournir un service client exceptionnel. D\u00e9couvrez-le !<\/p>\n<p><a href=\"https:\/\/blog.hootsuite.com\/social-media-customer-service\/?utm_campaign=cust_selfserve-alwayson-engagement-glo-en----engagement_prog42_oct20_social_customer_service%E2%80%94q4_2020&amp;utm_source=nurture&amp;utm_medium=email&amp;utm_content=&amp;mkt_tok=eyJpIjoiWlRBek16bGxPV0V4TUdFdyIsInQiOiJtc1ZrM2F2SmZOUlRKcTdxYWRrUVdQNjJza1oxcHFLWng5YmZxZnFsaHkyaDdBZ05sREYra3VZeW5BMTM5UWRWZUJOVnl0K29cL3czY0IxUEk2dTdhYlIrVVRzUVNxbm85VnFnWE5oUlRpdFNGTGo1dFZVTVFnOGZKTXpIY1BmMzYifQ%3D%3D\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Service client sur les r\u00e9seaux sociaux : tout ce dont vous avez besoin pour bien le faire<\/strong><\/a> \u2013 Vous trouverez ici de tr\u00e8s bonnes id\u00e9es et 11 conseils pour vous aider \u00e0 faire fonctionner le service client sur les r\u00e9seaux sociaux.<\/p>\n<p><a href=\"https:\/\/www.socialmediatoday.com\/news\/8-tips-for-social-media-customer-service-infographic\/569801\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>8 conseils pour un service client sur les r\u00e9seaux sociaux<\/strong><\/a> \u2013 Cet article contient une excellente infographie \u00e0 consulter avec des statistiques r\u00e9v\u00e9latrices et de bons conseils.<\/p>\n<p><a href=\"https:\/\/khoros.com\/blog\/social-media-customer-service-stats\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Un rapport 2020 r\u00e9v\u00e8le les attentes des consommateurs en mati\u00e8re de service client sur les r\u00e9seaux sociaux<\/strong><\/a> \u2013 Un excellent article avec quelques statistiques int\u00e9ressantes qui vous aideront \u00e0 am\u00e9liorer votre service client sur les r\u00e9seaux sociaux.<\/p>\n<p><a href=\"https:\/\/hackernoon.com\/best-practices-for-social-media-customer-service-l8r3270\" target=\"_blank\" rel=\"noopener noreferrer nofollow\"><strong>Bonnes pratiques pour un excellent service client sur les r\u00e9seaux sociaux<\/strong><\/a> \u2013 Une lecture int\u00e9ressante qui d\u00e9taille les meilleures pratiques et pourquoi le service client sur les r\u00e9seaux sociaux doit \u00eatre une priorit\u00e9.<\/p>\n<p><a href=\"https:\/\/freshsparks.com\/using-social-media-for-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>6 \u00e9l\u00e9ments cl\u00e9s de l&#039;utilisation des m\u00e9dias sociaux pour le service client<\/strong><\/a> \u2013 Une lecture \u00e9clairante avec quelques exemples concrets de la mani\u00e8re dont les marques communiquent sur les r\u00e9seaux sociaux.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7256\" src=\"https:\/\/honeypotmarketing.com\/wp-content\/uploads\/horizontal-logo-1.png\" alt=\"abeille pot de miel\" width=\"41\" height=\"49\" \/><\/p>","protected":false},"excerpt":{"rendered":"<p>Il n&#039;y a pas si longtemps, les clients appelaient une entreprise, soumettaient un ticket ou se rendaient dans un magasin physique lorsqu&#039;ils avaient des probl\u00e8mes ou des questions, et l&#039;id\u00e9e d&#039;un service client sur les r\u00e9seaux sociaux n&#039;existait m\u00eame pas. Aujourd&#039;hui, c&#039;est le principal canal par lequel la plupart des clients communiquent avec une entreprise ou une marque, et c&#039;est quelque chose que vous ne pouvez pas vous permettre...<\/p>","protected":false},"author":4,"featured_media":10642,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","om_disable_all_campaigns":false,"_uag_custom_page_level_css":"","_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_kadence_starter_templates_imported_post":false,"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"categories":[42,38],"tags":[89,93,127,49,44,61,123,70,90,284,149,150,105,181],"class_list":["post-7770","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","category-social-media","tag-digital-marketing","tag-digital-marketing-strategy","tag-facebook","tag-how-to","tag-instagram","tag-internet-marketing","tag-marketing","tag-marketing-strategy","tag-marketing-tips","tag-small-business","tag-social-business","tag-social-media-marketing","tag-twitter","tag-youtube"],"aioseo_notices":[],"taxonomy_info":{"category":[{"value":42,"label":"Marketing"},{"value":38,"label":"Social Media"}],"post_tag":[{"value":89,"label":"Digital Marketing"},{"value":93,"label":"Digital Marketing Strategy"},{"value":127,"label":"Facebook"},{"value":49,"label":"How To"},{"value":44,"label":"Instagram"},{"value":61,"label":"Internet Marketing"},{"value":123,"label":"Marketing"},{"value":70,"label":"Marketing Strategy"},{"value":90,"label":"Marketing Tips"},{"value":284,"label":"Small Business"},{"value":149,"label":"Social Business"},{"value":150,"label":"Social media marketing"},{"value":105,"label":"Twitter"},{"value":181,"label":"YouTube"}]},"featured_image_src_large":["https:\/\/honeypotmarketing.com\/wp-content\/uploads\/2024\/05\/green-leaves-101841-1024x683.jpg",1024,683,true],"author_info":{"display_name":"Dan Nedelko","author_link":"https:\/\/honeypotmarketing.com\/fr\/author\/dan-nedelko\/"},"comment_info":2,"category_info":[{"term_id":42,"name":"Marketing","slug":"marketing","term_group":0,"term_taxonomy_id":42,"taxonomy":"category","description":"","parent":0,"count":40,"filter":"raw","cat_ID":42,"category_count":40,"category_description":"","cat_name":"Marketing","category_nicename":"marketing","category_parent":0},{"term_id":38,"name":"Social Media","slug":"social-media","term_group":0,"term_taxonomy_id":38,"taxonomy":"category","description":"","parent":0,"count":62,"filter":"raw","cat_ID":38,"category_count":62,"category_description":"","cat_name":"Social Media","category_nicename":"social-media","category_parent":0}],"tag_info":[{"term_id":89,"name":"Digital Marketing","slug":"digital-marketing","term_group":0,"term_taxonomy_id":89,"taxonomy":"post_tag","description":"","parent":0,"count":71,"filter":"raw"},{"term_id":93,"name":"Digital Marketing 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