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Le Chat : un outil performant pour rester plus près de ses clients - WData-mg
Le Chat : un outil performant pour rester plus près de ses clients
Vous cherchez un prestataire pour gérer vos discussions par tchat ? Contactez nous pour en parler Pour entretenir une relation permanente avec ses clients, une entreprise peut recourir à plusieurs moyens de communication comme le téléphone, le chat (tchat), les mails ou les réseaux sociaux. Tout comme le téléphone, le chat permet à un client (existant ou potentiel) d’entrer en contact direct avec un responsable de l’entreprise. Grâce à sa bonne vitesse de traitement, il devient un outil de marketing efficace pour un site marchand dans la mesure où il permet d’accompagner le client tout au long de son parcours d’achat.
Dans le domaine du commerce en ligne, on distingue plusieurs types de tchats dont le Live chat, le Click-to-Chat et le Chatbot.
Le Live chat, pour une communication humanisée Par le biais d’un live chat, le vendeur interagit en temps réels avec le client. Au niveau de l’entreprise, la communication est prise en charge soit par un conseiller physique, soit par un conseiller virtuel (via un programme informatique). Le conseiller se met ainsi à la disposition de son interlocuteur pour répondre à ses questions. Par exemple, il peut s’agir d’une demande sur la disponibilité d’un produit, le délai de livraison et autres concernant un service…
Lorsque ce service est pris en charge en interne, il n’est toutefois accessible que durant les heures d’ouverture de l’entreprise. L’externalisation de son service chat est une solution pour étendre cette accessibilité.
Le Click-to-chat, pour une communication ciblée Tout comme le Live chat, le Click-to-chat permet une conversation en direct entre un conseiller et le client. Il est matérialisé par une petite fenêtre qui s’affiche sur toutes les pages d’un site web. Des messages textuels sont affichés sur cette fenêtre pop-up pour proposer ou engager une discussion instantanée avec les visiteurs.
Contrairement au Live chat, le Click-to-chat sert à viser certains segments de visiteurs en fonction de leur comportement : client à fort potentiel de conversion, client qui tarde à valider son panier. Il s’agit de proposer une assistance humaine aux clients, surtout à des étapes-clés de leur visite. Ce canal permet également de remonter les feedbacks clients de façon régulière et périodique.
Le Chatbot, pour un gain de temps non négligeable Au contraire du Live chat, le Chatbot est un système automatisé qui répond aux clients via un robot programmé. En effet, Chatbot est la contraction de deux mots : « Chat (mot anglais signifiant converser ) » et « bot (deuxième partie du mot robot ) ». Il utilise les techniques de l’intelligence artificielle pour optimiser les interactions en langage naturel avec les visiteurs. Couplé à une interface de messagerie, le Chatbot peut, en effet, comprendre les messages vocaux d’un être humain et ainsi simuler une conversation.
Le robot du Chatbot est alimenté régulièrement par les questions posées par les clients et les solutions apportées par l’entreprise. Même sans l’aide d’un humain, le Chatbot permet une longue conversation tout en offrant un gain de temps non négligeable.
Pour en savoir plus sur nos solution en gestion de services chat, contactez-nous via le formulaire ci-dessous : Faire défiler vers le haut