{"id":36116,"date":"2018-09-11T15:27:25","date_gmt":"2018-09-11T15:27:25","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/le-libre-service-numerique-une-realite-pourquoi-le-succes-commence-de-linterieur-2\/"},"modified":"2025-09-02T06:09:08","modified_gmt":"2025-09-02T06:09:08","slug":"le-libre-service-numerique-une-realite-pourquoi-le-succes-commence-de-linterieur-2","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/le-libre-service-numerique-une-realite-pourquoi-le-succes-commence-de-linterieur-2\/","title":{"rendered":"Le libre-service num\u00e9rique : une r\u00e9alit\u00e9 : Pourquoi le succ\u00e8s commence de l&rsquo;int\u00e9rieur"},"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_4223d636ba7077544e852204022943f3\"\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\">Non class\u00e9 <\/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\">Le libre-service num\u00e9rique : une r\u00e9alit\u00e9 : Pourquoi le succ\u00e8s commence de l&rsquo;int\u00e9rieur<\/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_4223d636ba7077544e852204022943f3\"] {\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\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\"><p>Les modes de communication des clients avec les entreprises \u00e9voluent. Cette ann\u00e9e, les interactions sur les canaux num\u00e9riques <a href=\"https:\/\/www.execsintheknow.com\/the-top-10-customer-experience-trends-in-2018\/\" target=\"_blank\" rel=\"noopener noreferrer\">devraient<\/a> pour la premi\u00e8re fois d\u00e9passer les interactions vocales, ce qui indique un changement dans les attentes des clients. Pour optimiser l&rsquo;exp\u00e9rience client en utilisant les canaux que les clients souhaitent utiliser, les entreprises doivent disposer d&rsquo;options de libre-service num\u00e9rique. Cependant, le libre-service num\u00e9rique ne se limite pas \u00e0 l&rsquo;ajout de canaux ; il n\u00e9cessite des strat\u00e9gies omnicanales qui partent de l&rsquo;int\u00e9rieur.   <\/p>\n<p><p>Chez Calabrio, nous voyons de premi\u00e8re main comment l&rsquo;introduction de nouveaux canaux modifie l&rsquo;exp\u00e9rience client. Les agents des centres de contact interagissent avec les clients par t\u00e9l\u00e9phone, par chat, par texte, par e-mail, par les r\u00e9seaux sociaux et bien plus encore. Et les clients attendent une exp\u00e9rience coh\u00e9rente et de qualit\u00e9, o\u00f9 qu&rsquo;ils soient. Si les entreprises n&rsquo;ont pas pr\u00e9par\u00e9 le terrain, elles risquent de frustrer les clients et de saboter la fid\u00e9lit\u00e9 qu&rsquo;elles tentent de gagner.   <\/p>\n<p><p>La grande question est la suivante : les entreprises r\u00e9pondent-elles vraiment aux attentes en mati\u00e8re de libre-service num\u00e9rique ?<\/p>\n<p><p>Pour le savoir, nous avons interrog\u00e9 plus de 1 000 responsables du marketing et de l&rsquo;exp\u00e9rience client aux \u00c9tats-Unis et au Royaume-Uni. Aujourd&rsquo;hui, nous avons publi\u00e9 les r\u00e9sultats dans notre nouveau rapport, The Danger of Digital : Pourquoi le libre-service num\u00e9rique sans v\u00e9ritable strat\u00e9gie omnicanale met en p\u00e9ril l&rsquo;ensemble de l&rsquo;exp\u00e9rience client \u00e0 Nashville, lors de notre conf\u00e9rence annuelle des utilisateurs am\u00e9ricains, <a href=\"https:\/\/www.calabriocustomerconnect.com\/\">Calabrio Customer Connect (C3)<\/a>. Les r\u00e9sultats sont surprenants.<\/p>\n<p><p>Offrir une exp\u00e9rience de qualit\u00e9 sur tous les canaux est une priorit\u00e9, et 93 % des personnes interrog\u00e9es pensent que c&rsquo;est important. Mais seuls 45 % d&rsquo;entre eux estiment que leur entreprise le fait de mani\u00e8re tr\u00e8s efficace, et ce pour diverses raisons : 42 % d\u00e9clarent que les employ\u00e9s ne sont pas form\u00e9s de mani\u00e8re coh\u00e9rente sur tous les canaux, 39 % affirment qu&rsquo;ils ne peuvent pas combiner les donn\u00e9es d&rsquo;interaction avec les clients provenant de tous les canaux et 38 % n&rsquo;ont tout simplement pas le budget n\u00e9cessaire. Pour en savoir plus sur la fa\u00e7on dont vous pouvez enfin avoir une vue d&rsquo;ensemble de votre exp\u00e9rience client, lisez notre <a href=\"https:\/\/www.calabrio.com\/wfo\/customer-interaction-analytics\/\">guide complet sur l&rsquo;analyse des interactions avec les clients.<\/a><\/p>\n<p><p>En outre, 44 % d\u00e9clarent offrir quatre canaux ou plus pour communiquer avec leur marque, mais 58 % admettent qu&rsquo;ils pensent que leurs clients n&rsquo;en utilisent que deux ou trois. Et c&rsquo;est l\u00e0 que le b\u00e2t blesse. Les entreprises ne connaissent pas les pr\u00e9f\u00e9rences de leurs clients et ne disposent pas non plus des processus internes ad\u00e9quats pour offrir une exp\u00e9rience homog\u00e8ne et coh\u00e9rente sur tous les canaux.  <\/p>\n<p><p>Les strat\u00e9gies omnicanales vont bien au-del\u00e0 du simple ajout de nouvelles options de libre-service ; elles n\u00e9cessitent une refonte de la gestion de la qualit\u00e9, de la dotation en personnel et de la formation, une flexibilit\u00e9 accrue pour les clients et une int\u00e9gration plus pouss\u00e9e des syst\u00e8mes et des processus. Chez Calabrio, notre mission est de permettre aux entreprises d&rsquo;offrir les exp\u00e9riences omnicanales que les clients souhaitent. Avec Calabrio ONE, il est possible d&rsquo;offrir une exp\u00e9rience client transparente sur l&rsquo;ensemble des canaux.  <\/p>\n<p><p>Pour en savoir plus sur la pr\u00e9paration de votre organisation \u00e0 la r\u00e9ussite omnicanale, <a href=\"https:\/\/info.calabrio.com\/digital-customer-experience-research\">t\u00e9l\u00e9chargez le rapport complet.<\/a><\/p>\n<p>\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":269,"featured_media":20459,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[204],"tags":[],"blog-languages":[],"class_list":["post-36116","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classe"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - 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de l&#039;int\u00e9rieur\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/fr\/blog\/le-libre-service-numerique-une-realite-pourquoi-le-succes-commence-de-linterieur-2\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta property=\"article:published_time\" content=\"2018-09-11T15:27:25+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-02T06:09:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2018\/09\/omnichannel-campaign-social.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"627\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Tom Goodmanson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta 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