{"id":8358,"date":"2024-02-27T15:26:22","date_gmt":"2024-02-27T15:26:22","guid":{"rendered":"https:\/\/www.callrevu.com\/?p=8358"},"modified":"2024-03-20T17:33:30","modified_gmt":"2024-03-20T21:33:30","slug":"creating-a-better-service-experience-with-ai","status":"publish","type":"post","link":"https:\/\/www.callrevu.com\/fr\/2024\/02\/27\/creating-a-better-service-experience-with-ai\/","title":{"rendered":"Cr\u00e9er une meilleure exp\u00e9rience client avec l'IA"},"content":{"rendered":"<\/br>
par CallRevu<\/strong><\/div><\/br>\n\n\n\n

C'est comme avoir un coach qui s'approche de vous et dit : \u201c Aujourd'hui, tu as fait de super actions, mais aussi plusieurs erreurs et maladresses. \u201d Ensuite, il r\u00e9v\u00e8le les domaines sp\u00e9cifiques sur lesquels travailler avant le prochain match, qui, dans une concession, est demain. Les informations fournies par CI sont directes et sans ambigu\u00eft\u00e9. <\/strong><\/h3>\n\n\n\n

Les d\u00e9partements de service des concessionnaires perdent des parts de march\u00e9. En 2023, les concessionnaires repr\u00e9sentaient 30 % de toutes les visites de service, contre 35 % en 2021, selon une \u00e9tude r\u00e9cente de Cox Automotive<\/a>. Les principales raisons invoqu\u00e9es par les propri\u00e9taires de v\u00e9hicules pour ne pas se rendre chez un concessionnaire \u00e9taient le manque de confiance, la perception de prix plus \u00e9lev\u00e9s et des exp\u00e9riences de service n\u00e9gatives ant\u00e9rieures.<\/p>\n\n\n\n

Les r\u00e9sultats de l'\u00e9tude sont surprenants car pratiquement tous les concessionnaires \u00e0 qui je parle pensent que l'exp\u00e9rience de service qu'ils offrent est au minimum ad\u00e9quate, sinon excellente. Il est compr\u00e9hensiblement frustrant d'apprendre que cet \u00e9cart existe entre ce que pensent les concessionnaires et leurs clients.<\/p>\n\n\n\n

Comment un concessionnaire peut-il savoir o\u00f9 son service d'entretien se trompe ?<\/strong> Peu importe la quantit\u00e9 de donn\u00e9es saisies dans le syst\u00e8me de gestion de concession (DMS) ou le CRM de service, il existe un aspect intangible dans la fourniture d'une excellente exp\u00e9rience que les donn\u00e9es et les rapports ne peuvent pas \u00e9clairer.<\/p>\n\n\n\n

Heureusement, il existe une technologie alternative qui r\u00e9v\u00e8le l\u00e0 o\u00f9 se trouvent les probl\u00e8mes et guide sur la fa\u00e7on de les r\u00e9soudre.<\/p>\n\n\n\n

Intelligence conversationnelle<\/a> (CI) est une forme d'intelligence artificielle (IA) qui \u00e9coute et transcrit chaque appel t\u00e9l\u00e9phonique du service client. La CI ne peut pas seulement comprendre les mots litt\u00e9ralement prononc\u00e9s, mais aussi saisir les nuances, les \u00e9motions et les sentiments sous-jacents. Son objectif est d'extraire des donn\u00e9es critiques et des informations qui peuvent ensuite \u00eatre utilis\u00e9es pour former les employ\u00e9s et d\u00e9velopper des processus plus efficaces.<\/p>\n\n\n\n

Bien que les concessionnaires connaissent les avantages de la surveillance des appels, l'IC est une toute autre affaire. Au lieu de recevoir des transcriptions et des r\u00e9sum\u00e9s d'un \u00e9chantillon d'appels, l'IC peut \u00e9couter tous les appels t\u00e9l\u00e9phoniques et fournir des alertes en temps r\u00e9el lorsqu'un client est m\u00e9content. Cela permet aux conseillers de service ou aux gestionnaires de r\u00e9soudre les probl\u00e8mes avant que le client n'ait la chance de s'adresser ailleurs.<\/p>\n\n\n\n

L'un des avantages les plus significatifs de CI est sa capacit\u00e9 \u00e0 analyser des montagnes de donn\u00e9es d'appels en quelques secondes seulement. Cette analyse peut aider les concessionnaires \u00e0 identifier rapidement les tendances li\u00e9es aux points faibles, aux pr\u00e9f\u00e9rences et aux attentes des clients. Par exemple, si plusieurs clients expriment des pr\u00e9occupations concernant les longs temps d'attente, les responsables du service peuvent utiliser ces informations pour identifier les goulots d'\u00e9tranglement. Si le volume d'appels de v\u00e9rification de statut augmente soudainement, les responsables peuvent approfondir pour d\u00e9terminer si le probl\u00e8me est d\u00fb \u00e0 une personne ou \u00e0 un processus. <\/p>\n\n\n\n

Ce retour imm\u00e9diat est inestimable. C'est comme si un entra\u00eeneur venait vous voir et disait : \u201c Aujourd'hui, vous avez fait de belles actions, mais aussi plusieurs erreurs et fautes \u201d. Il r\u00e9v\u00e8le ensuite des domaines sp\u00e9cifiques sur lesquels travailler avant le prochain match, qui, dans une concession, est demain. Les informations fournies par CI sont directes et sans ambigu\u00eft\u00e9.<\/p>\n\n\n\n

Le b\u00e9n\u00e9fice le plus important de l'IC est son r\u00f4le dans l'am\u00e9lioration de l'exp\u00e9rience client.<\/strong> Les concessionnaires doivent \u00e9voluer au-del\u00e0 des relations transactionnelles pour cr\u00e9er des relations clients plus significatives<\/a>. Lorsqu'un client appelle, il est essentiel de penser \u00e0 plus que simplement r\u00e9pondre aux questions et fixer des rendez-vous.<\/p>\n\n\n\n

Pensez \u00e0 un restaurant pr\u00e9f\u00e9r\u00e9, celui que vous aimez fr\u00e9quenter lors des occasions sp\u00e9ciales. Quand vous entrez, le Ma\u00eetre<\/em> Le serveur vous conna\u00eet et est ravi de vous revoir. Le personnel conna\u00eet votre table pr\u00e9f\u00e9r\u00e9e et votre bouteille de vin, et ils vous apportent une petite chose gratuite \u00e0 grignoter avant le repas. Ils vous font sentir sp\u00e9cial, et c'est pourquoi vous continuez \u00e0 revenir. Si cela co\u00fbte plus cher que le restaurant en bas de la rue, ce n'est pas grave car cela en vaut la peine.<\/p>\n\n\n\n

Les concessionnaires doivent cr\u00e9er ce type d'exp\u00e9rience dans leurs aires de service, en commen\u00e7ant par le t\u00e9l\u00e9phone. Lorsque les clients appellent, ils doivent se sentir sp\u00e9ciaux. Ceci ne peut \u00eatre accompli qu'avec une technologie intelligente, car on ne peut pas s'attendre \u00e0 ce que les employ\u00e9s se souviennent de tout le monde. C'est l\u00e0 que r\u00e9side le v\u00e9ritable pouvoir de l'IA. Elle aide les employ\u00e9s \u00e0 anticiper les besoins des clients et les incite \u00e0 exprimer leur gratitude, \u00e0 offrir des exp\u00e9riences personnalis\u00e9es et \u00e0 adapter leurs recommandations.<\/p>\n\n\n\n

Si les concessionnaires parviennent \u00e0 y parvenir avec succ\u00e8s, je garantis qu'ils retrouveront des parts de march\u00e9. Tout commence par la premi\u00e8re conversation entre un client et un employ\u00e9. L'IA agissant \u00e0 la fois comme outil et comme coach, cette premi\u00e8re impression positive jettera les bases solides d'une relation client fid\u00e8le et durable.<\/p>\n\n\n\n

\n
En savoir plus<\/a><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"

C'est comme avoir un coach qui s'approche de vous et dit : \u201c Aujourd'hui, tu as fait de super actions, mais aussi plusieurs erreurs et maladresses. \u201d Ensuite, il r\u00e9v\u00e8le les domaines sp\u00e9cifiques sur lesquels travailler avant le prochain match, qui, dans une concession, est demain. Les informations fournies par CI sont directes et sans ambigu\u00eft\u00e9.<\/p>","protected":false},"author":9,"featured_media":8593,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[74,76],"tags":[],"class_list":["post-8358","post","type-post","status-publish","format-standard","has-post-thumbnail","category-ai","category-customer-engagement"],"yoast_head":"\nCreating a Better Service Experience with AI - CallRevu<\/title>\n<meta name=\"description\" content=\"Discover CallRevu's Center of Excellence: Pioneering the future of automotive communication with AI-driven solutions and strategic partnerships to elevate customer experiences and reshape industry standards. 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