{"id":31662,"date":"2020-06-22T08:31:20","date_gmt":"2020-06-22T08:31:20","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/5-facons-dont-le-covid-19-a-modifie-les-attentes-des-clients\/"},"modified":"2025-10-24T12:01:44","modified_gmt":"2025-10-24T12:01:44","slug":"5-facons-dont-le-covid-19-a-modifie-les-attentes-des-clients","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/5-facons-dont-le-covid-19-a-modifie-les-attentes-des-clients\/","title":{"rendered":"5 fa\u00e7ons dont le COVID-19 a modifi\u00e9 les attentes des clients"},"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_59e9af3cd10b81e3c8ae3d99fe060f71\"\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\">5 fa\u00e7ons dont le COVID-19 a modifi\u00e9 les attentes des clients<\/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_59e9af3cd10b81e3c8ae3d99fe060f71\"] {\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%2F5-facons-dont-le-covid-19-a-modifie-les-attentes-des-clients%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%2F5-facons-dont-le-covid-19-a-modifie-les-attentes-des-clients%2F&#038;text=5 fa\u00e7ons dont le COVID-19 a modifi\u00e9 les attentes des clients\"\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%2F5-facons-dont-le-covid-19-a-modifie-les-attentes-des-clients%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>Vous avez probablement entendu des experts du secteur parler de la fa\u00e7on dont les clients attendaient davantage des repr\u00e9sentants des centres de contact pendant la pand\u00e9mie de COVID-19, et du fait que bon nombre de ces changements sont l\u00e0 pour durer. Nous l&rsquo;avons \u00e9galement entendu.<\/p>\n<p>&nbsp;<\/p>\n<p>Mais que signifient-ils exactement ?<\/p>\n<p>&nbsp;<\/p>\n<p>Apr\u00e8s tout, les clients ont toujours eu des attentes \u00e9lev\u00e9es \u00e0 l&rsquo;\u00e9gard des repr\u00e9sentants du service client\u00e8le \u00e0 qui ils confient leur temps. C&rsquo;est pourquoi de nombreuses entreprises pr\u00e9servent l&rsquo;exp\u00e9rience de leurs clients en concevant d\u00e9lib\u00e9r\u00e9ment des \u00e9quipes d&rsquo;assistance \u00e0 la client\u00e8le \u00e0 plusieurs niveaux, de sorte que m\u00eame les demandes les plus complexes puissent \u00eatre r\u00e9solues rapidement.<\/p>\n<p>&nbsp;<\/p>\n<p>Nous avions besoin d&rsquo;en savoir plus. Pour savoir exactement comment les attentes des clients \u00e0 l&rsquo;\u00e9gard des \u00e9quipes de service \u00e0 la client\u00e8le ont \u00e9volu\u00e9 au cours de la conf\u00e9rence COVID-19 et au-del\u00e0, nous avons <a href=\"https:\/\/info.calabrio.com\/embracing-the-evolved-world-of-work\/\">interrog\u00e9 300 employ\u00e9s de centres de contact<\/a> occupant des postes de direction dans divers secteurs d&rsquo;activit\u00e9 aux \u00c9tats-Unis et au Royaume-Uni.<\/p>\n<p>&nbsp;<\/p>\n<h2>Voici ce que nous avons appris<\/h2>\n<ul>\n<li><strong><strong><strong>63% des responsables am\u00e9ricains pensent que les clients attendront des centres de contact qu&rsquo;ils proposent plusieurs canaux de communication avec les repr\u00e9sentants, et 53% d&rsquo;entre eux pensent que ces canaux incluront la vid\u00e9oconf\u00e9rence.<\/strong><\/strong><\/strong><\/li>\n<\/ul>\n<p style=\"padding-left: 40px\">Ce que j&rsquo;en pense : Avant la pand\u00e9mie, de nombreuses entreprises offraient d\u00e9j\u00e0 plusieurs canaux de communication (t\u00e9l\u00e9phone, courriel, chat, etc.) aux clients qui avaient besoin d&rsquo;aide. Ce changement \u00e9tait d\u00e9j\u00e0 en cours et, dans de nombreux cas, ces nouveaux canaux de communication \u00e9taient d\u00e9j\u00e0 en place. Mais les clients ne les utilisaient pas n\u00e9cessairement.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"padding-left: 40px\">COVID-19 a incit\u00e9 tout le monde \u00e0 s&rsquo;arr\u00eater et \u00e0 chercher de nouveaux moyens d&rsquo;accro\u00eetre la productivit\u00e9 de chaque minute de la journ\u00e9e. Ils ont donc commenc\u00e9 \u00e0 chercher le moyen le plus rapide et le plus efficace de r\u00e9soudre leurs probl\u00e8mes, et cette solution \u00e9tait souvent un canal de communication du service client qu&rsquo;ils ne connaissaient pas, comme le chat ou la vid\u00e9oconf\u00e9rence. Ils ont finalement commenc\u00e9 \u00e0 exp\u00e9rimenter de nouveaux canaux de communication et ont d\u00e9couvert qu&rsquo;ils les appr\u00e9ciaient. La vid\u00e9oconf\u00e9rence est d&rsquo;ailleurs un excellent exemple de canal massivement touch\u00e9 par la pand\u00e9mie.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"padding-left: 40px\">Par exemple, je ne participais habituellement qu&rsquo;\u00e0 une ou deux vid\u00e9oconf\u00e9rences par semaine avant COVID-19, bien que je travaille depuis mon domicile depuis plus de dix ans. Mais la situation de travail \u00e0 distance impos\u00e9e par la pand\u00e9mie a chang\u00e9 la donne. Cela m&rsquo;a oblig\u00e9 &#8211; comme tout le monde, semble-t-il &#8211; \u00e0 me familiariser avec la vid\u00e9oconf\u00e9rence, et \u00e0 le faire rapidement. Maintenant que tant de gens utilisent la vid\u00e9oconf\u00e9rence, il est facile d&rsquo;imaginer un avenir pas si lointain o\u00f9 les consommateurs attendent, voire exigent, de pouvoir voir, et non plus seulement entendre, les agents du service client\u00e8le qui les assistent.<\/p>\n<ul>\n<li><strong><strong><strong>62% des responsables am\u00e9ricains affirment que les clients attendront des repr\u00e9sentants qu&rsquo;ils fassent preuve de plus d&#8217;empathie \u00e9motionnelle dans leurs interactions &#8211; \u00e0 la fois pendant et apr\u00e8s la pand\u00e9mie &#8211; que jamais auparavant.<\/strong><\/strong><\/strong><\/li>\n<\/ul>\n<p style=\"padding-left: 40px\">Ce que j&rsquo;en pense : Quelle que soit la distance qui nous s\u00e9pare, le fait de vivre une exp\u00e9rience collective et g\u00e9n\u00e9ralis\u00e9e comme une pand\u00e9mie tend \u00e0 ressouder l&rsquo;humanit\u00e9. Il ravive et alimente l&#8217;empathie profonde inn\u00e9e en chacun de nous. Par cons\u00e9quent, je pense que cela augmente \u00e9galement le degr\u00e9 d&#8217;empathie que nous attendons de la part de ceux \u00e0 qui nous demandons de nous aider d&rsquo;une mani\u00e8re ou d&rsquo;une autre, comme les agents du service client\u00e8le.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"padding-left: 40px\">(Il est int\u00e9ressant de noter que, pendant la pand\u00e9mie, j&rsquo;ai \u00e9galement constat\u00e9 que les clients avaient plus d&#8217;empathie pour les agents du service client\u00e8le. Les clients font preuve de plus de patience et de compr\u00e9hension lorsqu&rsquo;ils sont confront\u00e9s \u00e0 des retards &#8211; et s&rsquo;enqui\u00e8rent souvent du bien-\u00eatre mental et \u00e9motionnel des agents du service client\u00e8le).<\/p>\n<ul>\n<li><strong><strong><strong>57% des managers am\u00e9ricains estiment que les clients ont davantage besoin de \u00ab\u00a0se sentir entendus\u00a0\u00bb par les repr\u00e9sentants.<\/strong><\/strong><\/strong><\/li>\n<\/ul>\n<p style=\"padding-left: 40px\">Ce que j&rsquo;en pense : Franchement, cette constatation me surprend quelque peu, car les clients ont toujours eu de grandes attentes lorsqu&rsquo;il s&rsquo;agit d&rsquo;\u00eatre entendus. Je soup\u00e7onne que la combinaison bizarre et in\u00e9dite de facteurs auxquels nous avons d\u00fb faire face au cours des trois ou quatre derniers mois (lutte contre une pand\u00e9mie, travail \u00e0 domicile, scolarisation des enfants \u00e0 la maison, etc.) a cr\u00e9\u00e9 un environnement \u00e9motionnellement charg\u00e9 dans lequel des consommateurs \u00e9puis\u00e9s et \u00e0 court de temps ne peuvent d\u00e9penser l&rsquo;\u00e9nergie suppl\u00e9mentaire n\u00e9cessaire pour communiquer leurs besoins de mani\u00e8re r\u00e9p\u00e9t\u00e9e.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"padding-left: 40px\">Ils veulent un agent du service client\u00e8le qui \u00ab\u00a0comprenne\u00a0\u00bb, c&rsquo;est-\u00e0-dire qui soit capable de comprendre rapidement le probl\u00e8me et de trouver une solution satisfaisante pour le consommateur.<\/p>\n<ul>\n<li><strong><strong><strong>54% des responsables am\u00e9ricains pensent que les clients attendront des repr\u00e9sentants qu&rsquo;ils les aident \u00e0 r\u00e9pondre \u00e0 des demandes et \u00e0 des questions plus complexes.<\/strong><\/strong><\/strong><\/li>\n<\/ul>\n<p style=\"padding-left: 40px\">Mon avis : je pense que les entreprises ont contribu\u00e9 \u00e0 cr\u00e9er cette attente en obligeant les clients \u00e0 passer par un seul canal d&rsquo;assistance &#8211; t\u00e9l\u00e9phone ou courrier \u00e9lectronique &#8211; pendant la pand\u00e9mie, afin de faciliter la mise en file d&rsquo;attente des demandes pour les agents du service client\u00e8le qui travaillent \u00e0 des heures irr\u00e9guli\u00e8res depuis diff\u00e9rents sites. Mais comme peu d&rsquo;agents peuvent assumer le r\u00f4le d&rsquo;un repr\u00e9sentant qui a dix ans d&rsquo;exp\u00e9rience et qui peut r\u00e9pondre \u00e0 presque toutes les questions qu&rsquo;on lui pose, de nombreuses entreprises ont eu du mal \u00e0 garantir que les ressources plus exp\u00e9riment\u00e9es et\/ou techniques n\u00e9cessaires pour r\u00e9pondre aux demandes et aux questions plus complexes seraient disponibles \u00e0 tout moment.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"padding-left: 40px\">Pour r\u00e9pondre \u00e0 cette attente, les organisations d&rsquo;assistance \u00e0 la client\u00e8le devront doter tous les agents de meilleurs outils et techniques pour trier les situations les plus complexes et r\u00e9pondre aux questions difficiles par eux-m\u00eames dans la mesure du possible.<\/p>\n<ul>\n<li><strong><strong><strong>51% des managers am\u00e9ricains pensent que l&rsquo;exp\u00e9rience du service client aura un impact sur la fid\u00e9lit\u00e9 \u00e0 la marque encore plus important qu&rsquo;auparavant.<\/strong><\/strong><\/strong><\/li>\n<\/ul>\n<p style=\"padding-left: 40px\">Mon avis : D&rsquo;apr\u00e8s mon exp\u00e9rience, la fid\u00e9lit\u00e9 \u00e0 une marque peut \u00eatre une chose \u00e9trange et d\u00e9licate. Mais cela se r\u00e9sume g\u00e9n\u00e9ralement \u00e0 une question : quelle a \u00e9t\u00e9 la qualit\u00e9 de votre derni\u00e8re exp\u00e9rience de service \u00e0 la client\u00e8le avec cette entreprise ?<\/p>\n<p>&nbsp;<\/p>\n<p style=\"padding-left: 40px\">Cela signifie qu&rsquo;une entreprise a la possibilit\u00e9 de \u00ab\u00a0r\u00e9initialiser\u00a0\u00bb la fid\u00e9lit\u00e9 \u00e0 la marque chaque fois qu&rsquo;un consommateur interagit avec elle. Soit l&rsquo;entreprise r\u00e9pondra aux attentes ou les d\u00e9passera et pr\u00e9servera la fid\u00e9lit\u00e9 \u00e0 la marque jusqu&rsquo;\u00e0 la prochaine interaction avec le consommateur, soit elle ne r\u00e9pondra pas aux attentes et perdra la fid\u00e9lit\u00e9 \u00e0 la marque jusqu&rsquo;\u00e0 ce qu&rsquo;elle ait une chance de la regagner.<\/p>\n<p>&nbsp;<\/p>\n<p>Vous voulez savoir ce que notre enqu\u00eate nous a appris d&rsquo;autre ? T\u00e9l\u00e9chargez le rapport complet : \u00ab\u00a0<a href=\"https:\/\/info.calabrio.com\/embracing-the-evolved-world-of-work\/\">The State of the Contact Center : Embrasser l&rsquo;\u00e9volution du monde du travail<\/a> \u00ab\u00a0.<\/p>\n<p>&nbsp;<\/p>\n<p><a class=\"btn-primary px-c\/l js-DOWNLOAD_THE_REPORT-btn\" href=\"https:\/\/info.calabrio.com\/embracing-the-evolved-world-of-work\/?_gl=1*1fegcqg*_gcl_au*MTIzODk1MDQzNi4xNzQ3MjgzNTUx*_ga*NTUzMjA2MTM1LjE3NDcyODM1NTI.*_ga_T3T41458L3*czE3NDcyOTQ4NTAkbzckZzEkdDE3NDcyOTY3MjQkajYwJGwwJGgw\" title=\"T\u00c9L\u00c9CHARGEZ LE RAPPORT\" aria-label=\"DOWNLOAD THE REPORT\" target=\"_self\" rel=\"noopener\"><br \/>   <span class=\"button__text\">T\u00c9L\u00c9CHARGEZ LE RAPPORT<\/span><br \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>Vous pouvez \u00e9galement consulter notre <a href=\"https:\/\/www.calabrio.com\/industry-insights-evolving-world-of-work\/\">page \u00ab\u00a0insider insights\u00a0\u00bb<\/a> pour plus de d\u00e9tails.<\/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":5020,"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-31662","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 v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>5 fa\u00e7ons dont le COVID-19 a modifi\u00e9 les attentes des clients | Calabrio<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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