{"id":6134,"date":"2022-09-07T19:26:00","date_gmt":"2022-09-07T19:26:00","guid":{"rendered":"https:\/\/www.callrevu.com\/2022\/09\/07\/leveraging-ai-to-humnaize-customer-experience\/"},"modified":"2024-06-25T01:20:34","modified_gmt":"2024-06-25T05:20:34","slug":"leveraging-ai-to-humnaize-customer-experience","status":"publish","type":"post","link":"https:\/\/www.callrevu.com\/fr\/2022\/09\/07\/leveraging-ai-to-humnaize-customer-experience\/","title":{"rendered":"Exploiter la technologie de l'IA pour humaniser l'exp\u00e9rience client"},"content":{"rendered":"

Lorsque vous communiquez bien (et bichonnez) vos clients dans la vente et le service par l'appropriation, il est plus facile de les r\u00e9engager pour leur pr\u00e9senter de nouveaux produits et acqu\u00e9rir leur inventaire usag\u00e9. Pourquoi ? Parce que vous construisez une relation, et vous serez en premi\u00e8re ligne lorsqu'ils d\u00e9cideront de r\u00e9investir dans leur prochain v\u00e9hicule.<\/span><\/h2>\n

<\/p>\n

\n par Anthony Giagnacovo<\/strong>\n<\/div>\n
\n<\/div>\n

Nous savons tous que les marques existent dans les exp\u00e9riences qu'elles permettent. Et le paysage actuel de la communication a \u00e9volu\u00e9 de telle sorte que les consommateurs attendent des interactions transparentes \u00e0 chaque point de contact avec les entreprises. Bien qu'il existe de nombreuses fa\u00e7ons pour eux d'interagir, les appels t\u00e9l\u00e9phoniques restent le mode de communication privil\u00e9gi\u00e9.<\/span><\/p>\n

Il est donc logique que les concessionnaires automobiles subissent une pression \u00e9norme pour garantir qu'ils offrent des exp\u00e9riences client (CX) extraordinaires et humanis\u00e9es de bout en bout, tout au long du parcours client.<\/span><\/p>\n

\n

Les d\u00e9fis que les concessionnaires automobiles doivent surmonter<\/span><\/strong><\/p>\n

Ces derni\u00e8res ann\u00e9es, de plus en plus de concessionnaires ont tent\u00e9 de remodeler fondamentalement la fa\u00e7on dont ils interagissent et communiquent avec les consommateurs. Mais beaucoup constatent qu'ils sont encore loin du compte. Lenteur des r\u00e9ponses et des connexions, couverture pendant les heures de pointe, probl\u00e8mes de service \u00e0 la client\u00e8le, manque de visibilit\u00e9 et de responsabilit\u00e9 la liste est longue, et tous ces points sont cruciaux pour fid\u00e9liser les prospects et les clients int\u00e9ress\u00e9s. Ce qui compte, c'est que les concessionnaires agissent imm\u00e9diatement.<\/span><\/p>\n

Et comme les acheteurs sont encore r\u00e9ticents \u00e0 effectuer l'int\u00e9gralit\u00e9 du processus d'achat d'une voiture en ligne \u2013 passant g\u00e9n\u00e9ralement aux appels et aux e-mails \u2013 aucun changement significatif par rapport aux appels n'est anticip\u00e9. Ainsi, pour les concessionnaires qui disposent de syst\u00e8mes de gestion des appels mais qui ne parviennent toujours pas \u00e0 adapter leurs processus commerciaux pour maximiser l'engagement, cela leur co\u00fbte finalement de l'argent. <\/span><\/p>\n

<\/span><\/p>\n

D\u00e9bloquer l'IA dans les logiciels de surveillance des appels change la donne.<\/span><\/strong><\/p>\n

Les meilleurs managers au monde n'ont qu'un seul jeu d'yeux et d'oreilles. Cela signifie qu'ils ne peuvent pas \u00eatre partout et voir ou entendre tout en permanence. Alors, comment la direction peut-elle s'assurer que ses employ\u00e9s interagissent constamment avec les clients pour qu'ils se sentent importants ? En r\u00e9alit\u00e9, ils ne peuvent pas le faire seuls. L'intelligence artificielle (IA) est le filet de s\u00e9curit\u00e9 pour relever ces d\u00e9fis.<\/span><\/p>\n

Plus pr\u00e9cis\u00e9ment, des alertes d\u00e9clench\u00e9es par l'IA aux gestionnaires, avec les d\u00e9tails de l'appel, lorsqu'un probl\u00e8me de CSI est d\u00e9tect\u00e9. Ensuite, allons plus loin. Et si ces alertes se d\u00e9clenchaient sur le sentiment client ? Identifier et r\u00e9pondre de mani\u00e8re proactive \u00e0 la frustration ou au m\u00e9contentement peut changer radicalement la dynamique entre le concessionnaire et le client. Aider les gestionnaires \u00e0 r\u00e9agir de mani\u00e8re \u00e9clair\u00e9e au moment o\u00f9 cela se produit permet de sauver des opportunit\u00e9s commerciales, d'accro\u00eetre l'efficacit\u00e9, les revenus et la fid\u00e9lit\u00e9.<\/span><\/p>\n

L'IA peut non seulement am\u00e9liorer la valeur vie client, mais aussi la valeur de vos employ\u00e9s. La plupart des syst\u00e8mes de gestion d'appels de premier plan int\u00e8grent les activit\u00e9s d'appels dans des CRM automobiles. Cela permet aux gestionnaires de suivre et de visualiser l'historique complet des conversations t\u00e9l\u00e9phoniques, tout comme vous le feriez pour n'importe quel point de contact entrant dans le CRM. Le d\u00e9calage est d\u00fb au fait que la plupart des managers n'ont pas la capacit\u00e9 ou les ressources n\u00e9cessaires pour surveiller les conversations en continu. Les alertes IA fournissent des informations pertinentes qui n'auraient peut-\u00eatre jamais \u00e9t\u00e9 connues autrement, am\u00e9liorant la r\u00e9activit\u00e9, la rapidit\u00e9 et l'efficacit\u00e9 tout en aidant \u00e0 prendre de meilleures d\u00e9cisions.<\/span><\/p>\n

La production de rapports d'appels en suivant les meilleures pratiques ne communique pas avec le CRM. Cette production de rapports se trouve g\u00e9n\u00e9ralement dans le tableau de bord de production de rapports de gestion des appels et offre des aper\u00e7us pour g\u00e9rer et surveiller votre journ\u00e9e, en assurant une couverture pendant les pics et les creux. Cela \u00e9tablit essentiellement des attentes \u00e0 partir des mod\u00e8les d\u00e9velopp\u00e9s par le volume d'appels, permettant aux op\u00e9rations de concessionnaires de planifier \u00e0 l'avance et d'adapter le soutien en fonction des besoins.<\/span><\/p>\n

<\/span><\/p>\n

Conclusion<\/span><\/strong><\/p>\n

Lorsque vous communiquez bien (et bichonnez) vos clients dans la vente et le service par l'appropriation, il est plus facile de les r\u00e9engager pour leur pr\u00e9senter de nouveaux produits et acqu\u00e9rir leur inventaire usag\u00e9. Pourquoi ? Parce que vous construisez une relation, et vous serez en premi\u00e8re ligne lorsqu'ils d\u00e9cideront de r\u00e9investir dans leur prochain v\u00e9hicule.<\/span><\/p>\n

R\u00e9-humanisez votre strat\u00e9gie de communication avec l'IA pour obtenir de meilleurs r\u00e9sultats commerciaux. Contactez-nous d\u00e8s aujourd'hui pour en savoir plus.<\/span><\/p>","protected":false},"excerpt":{"rendered":"

Lorsque vous communiquez bien (et bichonnez) vos clients dans la vente et le service par l'appropriation, il est plus facile de les r\u00e9engager pour leur pr\u00e9senter de nouveaux produits et acqu\u00e9rir leur inventaire usag\u00e9. Pourquoi ? Parce que vous construisez une relation, et vous serez en premi\u00e8re ligne lorsqu'ils d\u00e9cideront de r\u00e9investir dans leur prochain v\u00e9hicule.<\/p>","protected":false},"author":9,"featured_media":3888,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[74],"tags":[],"class_list":["post-6134","post","type-post","status-publish","format-standard","has-post-thumbnail","category-ai"],"yoast_head":"\nLeveraging AI Technology to Humanize the Customer Experience<\/title>\n<meta name=\"description\" content=\"Even though there are lots of ways for them to engage, phone calls are still the preferred communication method.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.callrevu.com\/fr\/2022\/09\/07\/leveraging-ai-to-humnaize-customer-experience\/\" \/>\n<meta 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