{"id":11562,"date":"2017-06-30T11:33:52","date_gmt":"2017-06-30T11:33:52","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/lessor-de-lassistance-sociale-a-la-clientele"},"modified":"2026-01-19T12:52:55","modified_gmt":"2026-01-19T12:52:55","slug":"lessor-de-lassistance-sociale-a-la-clientele","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/lessor-de-lassistance-sociale-a-la-clientele\/","title":{"rendered":"L&rsquo;essor de l&rsquo;assistance sociale \u00e0 la client\u00e8le"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_20225fca30ea0d2669356a5c2d6ecc4a\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Analytique <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">L&rsquo;essor de l&rsquo;assistance sociale \u00e0 la client\u00e8le<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_20225fca30ea0d2669356a5c2d6ecc4a\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Flessor-de-lassistance-sociale-a-la-clientele%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Flessor-de-lassistance-sociale-a-la-clientele%2F&#038;text=L&rsquo;essor de l&rsquo;assistance sociale \u00e0 la client\u00e8le\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Flessor-de-lassistance-sociale-a-la-clientele%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><div class=\"wpb-content-wrapper\">\n<p><em>Les modes d&rsquo;interaction des individus avec le monde qui les entoure et la mani\u00e8re dont les clients s&rsquo;attendent \u00e0 interagir avec les entreprises n&rsquo;ont plus rien \u00e0 voir avec ce qu&rsquo;ils \u00e9taient auparavant. Hussein Kamel, Senior WFM Consultant chez Calabrio, explique comment un service client bien rod\u00e9 via les m\u00e9dias sociaux n&rsquo;est plus un choix mais une n\u00e9cessit\u00e9.<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/www2.teleopti.com\/l\/25502\/2017-03-23\/c69z7j\" target=\"_blank\" rel=\"noopener noreferrer\">Le monde change autour de nous<\/a>, mais comment exactement ? Voici quelques faits int\u00e9ressants.<\/p>\n<p>&nbsp;<\/p>\n<p>Rien qu&rsquo;en 2014, les t\u00e9l\u00e9phones intelligents et les tablettes repr\u00e9sentent aujourd&rsquo;hui <a href=\"https:\/\/www.comscore.com\/Insights\/Blog\/Major-Mobile-Milestones-in-May-Apps-Now-Drive-Half-of-All-Time-Spent-on-Digital\">60 %<\/a> de l&rsquo;ensemble du trafic en ligne, contre 50 % en 2013. 82 % des utilisateurs de <a href=\"https:\/\/about.twitter.com\/company\">Twitter<\/a> y acc\u00e8dent aujourd&rsquo;hui \u00e0 partir de leur appareil mobile, et sur les 1,74 milliard d&rsquo;utilisateurs mensuels actifs de <a href=\"https:\/\/expandedramblings.com\/index.php\/facebook-mobile-app-statistics\/\">Facebook<\/a>, 56,5 % se connectent UNIQUEMENT \u00e0 leur compte \u00e0 partir d&rsquo;un appareil mobile. Dans un <a href=\"https:\/\/www.gartner.com\/newsroom\/id\/2101515\">communiqu\u00e9 de Gartner<\/a> sur les m\u00e9dias sociaux, le cabinet pr\u00e9dit que le refus d&rsquo;utiliser les m\u00e9dias sociaux pour communiquer avec les clients sera bient\u00f4t aussi pr\u00e9judiciable aux entreprises que l&rsquo;est aujourd&rsquo;hui l&rsquo;absence de r\u00e9ponse \u00e0 un appel ou \u00e0 un courrier \u00e9lectronique. L&rsquo;adoption de programmes d&rsquo;assistance sociale \u00e0 la client\u00e8le <a href=\"https:\/\/www.conversocial.com\/blog\/17-surprising-social-customer-service-statistics#.V0bkE5F942w\">a \u00e9t\u00e9 multipli\u00e9e par cinq<\/a>, passant de 12 % en 2010 \u00e0 59 % en 2013 pour les principaux centres de service \u00e0 la client\u00e8le. <a href=\"https:\/\/www.nielsen.com\/us\/en\/insights\/reports\/2012\/state-of-the-media-the-social-media-report-2012.html\">33 %<\/a> des utilisateurs pr\u00e9f\u00e8rent m\u00eame contacter les marques par le biais des m\u00e9dias sociaux plut\u00f4t que de les appeler.<\/p>\n<p>&nbsp;<\/p>\n<p>Le service social \u00e0 la client\u00e8le est en train de devenir une r\u00e9alit\u00e9 imposante, contrairement au mod\u00e8le traditionnel o\u00f9 les clients appellent et attendent qu&rsquo;on leur r\u00e9ponde. Une grande partie de notre communication au sein de nos groupes, qu&rsquo;ils soient sociaux ou professionnels, se fait par le biais de diff\u00e9rentes applications de messagerie mobile sur des plateformes sociales qui se trouvent toutes dans la paume de nos mains. C&rsquo;est rapide et facile. En outre, en ce qui concerne les m\u00e9dias sociaux et la \u00ab\u00a0pens\u00e9e de groupe\u00a0\u00bb, vous pouvez vous identifier \u00e0 d&rsquo;autres utilisateurs, \u00e0 des utilisateurs qui partagent vos int\u00e9r\u00eats ou vos douleurs communes.<\/p>\n<p>&nbsp;<\/p>\n<p>La vitesse \u00e0 laquelle cette \u00e9volution s&rsquo;est produite a conduit les entreprises \u00e0 consid\u00e9rer les <a href=\"https:\/\/www2.teleopti.com\/l\/25502\/2015-04-30\/yxn8m\" target=\"_blank\" rel=\"noopener noreferrer\">m\u00e9dias sociaux comme un v\u00e9ritable canal d&rsquo;interaction avec leurs clients<\/a>, ce qui pr\u00e9sente \u00e9galement de nombreux avantages. C&rsquo;est un moyen facile de conna\u00eetre vos clients et leurs pr\u00e9f\u00e9rences. Il vous permet de recevoir un retour d&rsquo;information instantan\u00e9. Les m\u00e9dias sociaux vous permettent de partager du contenu plus rapidement et \u00e0 moindre co\u00fbt.<\/p>\n<p>&nbsp;<\/p>\n<p>Bien entendu, si ce canal est ignor\u00e9, la cons\u00e9quence peut \u00eatre pr\u00e9judiciable \u00e0 la r\u00e9putation d&rsquo;une organisation. S&rsquo;il n&rsquo;existe pas de strat\u00e9gie claire pour se tenir au courant de la mani\u00e8re dont votre entreprise est r\u00e9agie sur les m\u00e9dias sociaux &#8211; ce qui est post\u00e9, comment\u00e9 ou tweet\u00e9 \u00e0 propos de votre marque &#8211; ou pour y r\u00e9pondre, cela pourrait avoir des r\u00e9percussions inattendues, et probablement ind\u00e9sirables, pour votre marque.<\/p>\n<p>&nbsp;<\/p>\n<p>Par cons\u00e9quent, si votre organisation ne dispose pas d&rsquo;une strat\u00e9gie claire pour traiter les m\u00e9dias sociaux comme un canal d&rsquo;interaction avec les clients tr\u00e8s l\u00e9gitime et r\u00e9el, avec un service client\u00e8le bien d\u00e9fini dans la p\u00e9riode \u00e0 venir, il est fortement recommand\u00e9 d&rsquo;entamer cette discussion. En fin de compte, dans tous les cas, les clients sur FB, Twitter et d&rsquo;autres plateformes ont probablement commenc\u00e9 \u00e0 discuter de votre marque, c&rsquo;est \u00e0 vous de choisir de participer \u00e0 cette discussion ou de les laisser s&rsquo;en emparer.<\/p>\n<p>&nbsp;<\/p>\n<p>L&rsquo;assistance sociale \u00e0 la client\u00e8le est d\u00e9sormais une r\u00e9alit\u00e9 et elle est appel\u00e9e \u00e0 perdurer.<\/p>\n<\/div>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":234,"featured_media":40036,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-11562","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>L&#039;essor de l&#039;assistance sociale \u00e0 la client\u00e8le | Calabrio<\/title>\n<meta name=\"description\" content=\"Le service social \u00e0 la client\u00e8le est l\u00e0 pour durer. \u00cates-vous admis ou exclu ? 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