The mix of customer communication channels: current state, developments and perspectives

Mar 2, 2018

Summary

Summary

Summary

mix des canaux de communication
mix des canaux de communication
mix des canaux de communication

Le mix des canaux de communication client: état des lieux, évolutions et perspectives

Sous l’impact du digital, la relation client a connu des modifications de fond sur les 5 dernières années. Les clients et prospects sont maintenant quasiment tous connectés et l’usage du digital au quotidien est aussi devenu un usage pour contacter les entreprises.Cela vient bien sur se rajouter aux canaux de communication initialement disponibles. Et il va sans dire que le client attend des entreprises une réponse toujours plus rapide, voir meme instantanée à l’heure des messageries de type Messenger ou WhatsApp.Les outils de gestion des flux d’interaction clients s’en trouvent bouleversés. Les entreprises doivent repenser l’équilibre de leur «mix de canaux» de communication client pour refléter les habitudes et préférences de ces derniers.Préfèreront-ils contacter le service client par Facebook, par email ou par téléphone? Pour quel type de demandes? Est-il possible d’automatiser une partie des réponses à des questions génériques? Est-il pertinent de créer par exemple un chatbot pour ce faire?Rémi Guionie, Directeur Général Délégué de ViaDialog développe ces sujets à travers une interview sur Interactions Digitales

hight performer
high performer emea
best support
best support
best support

4.7/5 based on +200 reviews

+150 companies use ViaDialog to simplify their customer relations.

  • logo francetv
  • logo sg
  • logo maif
  • logo sodexo
  • logo parc asterix
  • logo eurostar
hight performer
high performer emea
best support
best support
best support

4.7/5 based on +200 reviews

+150 companies use ViaDialog to simplify their customer relations.

  • logo francetv
  • logo sg
  • logo maif
  • logo sodexo
  • logo parc asterix
  • logo eurostar
hight performer
high performer emea
best support
best support
best support

4.7/5 based on +200 reviews

+150 companies use ViaDialog to simplify their customer relations.

  • logo francetv
  • logo sg
  • logo maif
  • logo sodexo
  • logo parc asterix
  • logo eurostar

Improve customer experience and optimize the performance of your agents.

check

20 years of expertise at your service

check

Billions of interactions managed each year

check

ISO 22301 certified for your peace of mind

check

Continuous innovation with our AI lab in Brittany

check

Declared electronic communications operator to ARCEP

hight performer
high performer emea
best support
best support
best support

4.7/5 on +200 reviews

logo sodexo
logo maif
logo sg
logo francetv

Contact our sales team.

Give us some personal information and we will contact you as soon as possible. See you very soon!

Improve customer experience and optimize the performance of your agents.

check

20 years of expertise at your service

check

Billions of interactions managed each year

check

ISO 22301 certified for your peace of mind

check

Continuous innovation with our AI lab in Brittany

check

Declared electronic communications operator to ARCEP

hight performer
high performer emea
best support
best support
best support

4.7/5 on +200 reviews

logo sodexo
logo maif
logo sg
logo francetv

Contact our sales team.

Give us some personal information and we will contact you as soon as possible. See you very soon!

Improve customer experience and optimize the performance of your agents.

check

20 years of expertise at your service

check

Billions of interactions managed each year

check

ISO 22301 certified for your peace of mind

check

Continuous innovation with our AI lab in Brittany

check

Declared electronic communications operator to ARCEP

hight performer
high performer emea
best support
best support
best support

4.7/5 on +200 reviews

logo sodexo
logo maif
logo sg
logo francetv

Contact our sales team.

Give us some personal information and we will contact you as soon as possible. See you very soon!

ViaDialog Logo

Products

Resources

Company

FR: +33 (0)1 77 45 30 00

152 Boulevard Pereire, 75017 Paris

DESIGNED
AND HOSTED
IN FRANCE

logo entreprise française
logo afaq iso22301
logo rgpd
hight performer
high performer emea
best support
Uuser love us
Uuser love us

Designed and hosted in Paris 🥐

Legal Notice
Privacy Policy
Terms and Conditions
Cookies
CSR Policy
English