{"id":503,"date":"2021-02-23T09:13:33","date_gmt":"2021-02-23T09:13:33","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/blog-and-resources\/blog\/les-10-statistiques-sur-lexperience-client-a-retenir-de-2020\/"},"modified":"2021-02-23T09:13:33","modified_gmt":"2021-02-23T09:13:33","slug":"les-10-statistiques-sur-lexperience-client-a-retenir-de-2020","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/les-10-statistiques-sur-lexperience-client-a-retenir-de-2020\/","title":{"rendered":"Les 10 statistiques sur l&rsquo;exp\u00e9rience client \u00e0 retenir de 2020"},"content":{"rendered":"\n\n    <section\n        class=\"  section article-body post-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<p>Pour comprendre le pr\u00e9sent, il faut conna\u00eetre le pass\u00e9. De nombreuses tendances ont d\u00e9j\u00e0 \u00e9t\u00e9 identifi\u00e9es pour 2021. Mais avant de s\u2019y int\u00e9resser, il convient d\u00e9j\u00e0 de s\u2019assurer de bien comprendre la nature des multiples changements qui se sont produits au cours des douze derniers mois. Lors d\u2019une ann\u00e9e o\u00f9 les interactions en face-\u00e0-face sont devenues rares voire parfois impossibles, les conseillers de centre de contacts se sont montr\u00e9s \u00e0 la hauteur. Les statistiques cl\u00e9s de l\u2019<a href=\"https:\/\/odigo.com\/fr-fr\/blog-et-ressources\/blog\/les-grandes-tendances-de-lexperience-client-a-suivre-en-2023\/\" target=\"_blank\" rel=\"noreferrer noopener\">exp\u00e9rience client<\/a> en 2020 mettent en \u00e9vidence trois domaines au c\u0153ur des transformations :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Le cloud, qui a rendu possible le travail \u00e0 distance \u00e0 grande \u00e9chelle et les centres de contacts plus agiles,<\/li>\n\n\n\n<li>L\u2019importance croissante de la personnalisation, devenue indispensable pour combler les attentes des clients,<\/li>\n\n\n\n<li>Les strat\u00e9gies channel-less, qui permettent un dialogue respectueux avec des clients trait\u00e9s comme des individus, en respectant leur temps et en se concentrant sur leurs pr\u00e9occupations.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-en-2020-les-statistiques-montrent-que-le-cloud-est-devenu-un-facteur-cle-de-l-experience-client\">En 2020, les statistiques montrent que le cloud est devenu un facteur cl\u00e9 de l\u2019exp\u00e9rience client<\/h2>\n\n\n\n<p>De nombreuses \u00e9tudes montrent qu\u2019une majorit\u00e9 de personnes est favorable au t\u00e9l\u00e9travail et peut tirer avantage des solutions cloud qui permettent de travailler \u00e0 distance. <a href=\"https:\/\/www.gartner.com\/en\/publications\/top-priorities-for-it-leadership-vision-2021\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Gartner<\/a> a r\u00e9cemment demand\u00e9 \u00e0 un panel de directeur des syst\u00e8mes d\u2019information (DSI) de classer les technologies qu\u2019ils utilisent aujourd\u2019hui ou qu\u2019ils pr\u00e9voient d\u2019utiliser au cours de l\u2019ann\u00e9e prochaine : sans surprise, celles qui permettent le t\u00e9l\u00e9travail arrivent en t\u00eate de liste. C\u2019est bien le cloud qui a permis \u00e0 des soci\u00e9t\u00e9s de t\u00e9l\u00e9communications comme <a href=\"https:\/\/odigo.com\/about-us\/news\/odigo-and-ringring-team-up-to-swiftly-enable-voo-agents-to-work-remotely\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">VOO<\/a> de basculer l\u2019ensemble de leur personnel en t\u00e9l\u00e9travail en \u00e0 peine une semaine. 2020 est l\u2019ann\u00e9e de l\u2019adoption du cloud, comme l\u2019illustre notre premi\u00e8re statistique : <a href=\"https:\/\/go.forrester.com\/blogs\/what-i-see-coming-for-the-channel-2021\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><b>les principaux fournisseurs de solutions cloud ont connu une croissance moyenne de 47 % au deuxi\u00e8me et troisi\u00e8me trimestres 2020<\/b><\/a>. De plus, selon une \u00e9tude de McKinsey, <a href=\"https:\/\/www.mckinsey.com\/business-functions\/strategy-and-corporate-finance\/our-insights\/how-covid-19-has-pushed-companies-over-the-technology-tipping-point-and-transformed-business-forever\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><b>le travail \u00e0 domicile et la migration vers le cloud sont les changements les plus rentables<\/b><\/a> caus\u00e9s par la COVID-19. Rien d\u2019\u00e9tonnant donc \u00e0 ce que <a href=\"https:\/\/www.gartner.com\/en\/publications\/top-priorities-for-it-leadership-vision-2021\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><b>52 % des DSI s\u2019attendent \u00e0 ce que le t\u00e9l\u00e9travail continue non seulement&nbsp; d\u2019\u00eatre populaire, mais m\u00eame \u00e0 ce qu\u2019il gagne encore en popularit\u00e9 en 2021<\/b><\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-en-2020-les-statistiques-montrent-que-les-clients-veulent-une-experience-personnalisee\">En 2020, les statistiques montrent que les clients veulent une exp\u00e9rience personnalis\u00e9e<\/h2>\n\n\n\n<p>Aujourd\u2019hui, les consommateurs sont plus exigeants que jamais. En 2020, un client compare ses exp\u00e9riences dans diff\u00e9rents secteurs, mais aussi celles dans sa vie priv\u00e9e et dans sa vie professionnelle. Par cons\u00e9quent, le standard auquel les responsables de centre de contacts doivent se conformer est\u2026 la meilleure exp\u00e9rience qu\u2019ils aient jamais v\u00e9cue. Deux autres statistiques relatives \u00e0 l\u2019exp\u00e9rience client ont r\u00e9v\u00e9l\u00e9 que <a href=\"https:\/\/www.cxtoday.com\/contact-centre\/calabrio-shares-future-proofing-tips-for-contact-centres\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><b>51 % des appelants s\u2019attendaient \u00e0 recevoir une r\u00e9ponse en 5 minutes ou moins<\/b><\/a> en 2020, et que <a href=\"https:\/\/www.cxtoday.com\/contact-centre\/calabrio-shares-future-proofing-tips-for-contact-centres\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><b>28 % s\u2019attendaient \u00e0 des d\u00e9lais de r\u00e9ponse similaires sur un chat<\/b><\/a>. Comment la personnalisation aide-t-elle donc les responsables de centre de contacts \u00e0 des attentes qui peuvent parfois sembler contradictoires de prime abord ? Personnaliser signifie donner satisfaction aux clients o\u00f9 et quand ils en ont besoin, trier leurs demandes et les transf\u00e9rer imm\u00e9diatement \u00e0 des conseillers parfaitement \u00e9quip\u00e9s pour comprendre et hi\u00e9rarchiser leurs besoins sp\u00e9cifiques \u2013 ce sont ces actions centr\u00e9es sur le client qui permettent de le traiter comme un individu, et pas une statistique.<\/p>\n\n\n\n<p>Ajoutons qu\u2019en 2020 l\u2019impact de la personnalisation sur la r\u00e9putation des marques \u00e9tait significatif. <a href=\"https:\/\/www.salesforce.com\/ap\/blog\/2020\/12\/deliver-service-that-customers-love.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><b>71 % des consommateurs affirment que les entreprises qui ont su faire preuve d\u2019empathie pendant la pand\u00e9mie ont m\u00e9rit\u00e9 leur fid\u00e9lit\u00e9<\/b><\/a>. Cependant, un rapport d\u2019Oracle a r\u00e9v\u00e9l\u00e9 que \u00ab <a href=\"https:\/\/go.oracle.com\/LP=83814?elqCampaignId=217114&amp;src1=:so:tw:or:dg:ocx:&amp;SC=:so:tw:or:dg:ocx:&amp;pcode=NAMK190716P00075\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><b>seuls 15 % des r\u00e9pondants croyaient que les marques leur offraient r\u00e9ellement des exp\u00e9riences personnalis\u00e9es<\/b><\/a> \u00bb. Personnaliser n\u2019est pas chose ais\u00e9e.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-en-2020-les-statistiques-confirment-l-importance-de-proposer-une-experience-client-channel-less\">En 2020, les statistiques confirment l\u2019importance de proposer une exp\u00e9rience client channel-less<\/h2>\n\n\n\n<p>Zendesk a constat\u00e9 que les entreprises qui proposent <a href=\"https:\/\/www.zendesk.com\/blog\/good-customer-service-defined\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><b>une assistance omnicanale proposent un service 300 % plus rapide<\/b><\/a>. Cependant, l\u2019approche omnicanale pr\u00e9sente aussi un risque : les donn\u00e9es et les demandes des clients passent par plusieurs canaux. <a href=\"https:\/\/blog.hubspot.com\/service\/customer-experience-trends\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><b>76 % des clients attendent des entreprises qu\u2019elles comprennent leurs besoins<\/b><\/a>, mais que se passe-t-il lorsqu\u2019un conseiller de centre de contacts n\u2019a pas imm\u00e9diatement acc\u00e8s \u00e0 tout l\u2019historique des interactions pr\u00e9c\u00e9dentes ? Enfin, de nos dix statistiques sur l\u2019exp\u00e9rience client en 2020, le chiffre le plus important est 1. <a href=\"https:\/\/blog.hubspot.com\/service\/customer-experience-trends\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><b>Une conversation, aliment\u00e9e par plusieurs canaux<\/b><\/a>. Une approche channel-less qui donne la priorit\u00e9 aux clients et \u00e0 leurs conversations. De multiples canaux qui transmettent des donn\u00e9es imm\u00e9diatement accessibles \u00e0 tout conseiller, \u00e0 tout moment du parcours client. Le r\u00e9sultat ? Une conversation agr\u00e9able et productive entre un client et une marque.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-les-statistiques-de-2020-augurent-de-l-experience-client-de-demain\">Les statistiques de 2020 augurent de l\u2019exp\u00e9rience client de demain<\/h2>\n\n\n\n<p>Les tendances qui survivront \u00e0 2020 ne seront pas seulement la r\u00e9sultante des changements entra\u00een\u00e9es par la COVID-19, le confinement et l\u2019isolement ; elles seront le fruit des solutions innovantes imagin\u00e9es par des hommes, des femmes et des organisations dans le but d\u2019am\u00e9liorer l\u2019exp\u00e9rience client. Votre centre de contacts est-il pr\u00eat \u00e0 relever les d\u00e9fis de 2021 ? Cliquez <a href=\"https:\/\/odigo.com\/fr-fr\/a-propos\/contact\/\" rel=\"nofollow\">ici<\/a> pour organiser une d\u00e9mo gratuite avec nos experts.<\/p>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n\n\n\n\n\n","protected":false},"excerpt":{"rendered":"<p>2020 s&rsquo;est av\u00e9r\u00e9e une ann\u00e9e charni\u00e8re pour les centres de contacts. Les changements survenus au cours des douze derniers mois impacteront l\u2019exp\u00e9rience client pour les ann\u00e9es \u00e0 venir. D\u00e9couvrez dans ce blog 10 statistiques sur l&rsquo;exp\u00e9rience client en 2020 pour mieux comprendre le monde d\u2019aujourd\u2019hui.<\/p>\n","protected":false},"author":2,"featured_media":505,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"","author_id":6597},"categories":[197,199],"tags":[58],"topic":[],"class_list":["post-503","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guides-et-conseils","category-tendances-marche-analyses","tag-customer-experience"],"acf":{"blog_author":[6597]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Les statistiques sur l&#039;exp\u00e9rience client \u00e0 retenir en 2020<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez les statistiques sur l\u2019exp\u00e9rience client en 2020 en 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