{"id":12811,"date":"2015-01-11T20:54:54","date_gmt":"2015-01-12T01:54:54","guid":{"rendered":"http:\/\/isarta.com\/infos\/?p=12811"},"modified":"2015-01-11T20:54:54","modified_gmt":"2015-01-12T01:54:54","slug":"en-service-a-la-clientele-les-medias-sociaux-ne-sont-pas-necessairement-le-lien-de-communication-a-privilegier","status":"publish","type":"post","link":"https:\/\/isarta.com\/infos\/en-service-a-la-clientele-les-medias-sociaux-ne-sont-pas-necessairement-le-lien-de-communication-a-privilegier\/","title":{"rendered":"En service \u00e0 la client\u00e8le, les m\u00e9dias sociaux ne sont pas n\u00e9cessairement le lien de communication \u00e0 privil\u00e9gier"},"content":{"rendered":"<p class=\"p1\" style=\"text-align: justify;\"><a href=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2015\/01\/Fotolia_68216371_S.jpg\"><img loading=\"lazy\" class=\" size-medium wp-image-12838 aligncenter\" src=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2015\/01\/Fotolia_68216371_S-300x157.jpg\" alt=\"Service on Red Keyboard Button.\" width=\"300\" height=\"157\" srcset=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2015\/01\/Fotolia_68216371_S-300x157.jpg 300w, https:\/\/isarta.com\/infos\/wp-content\/uploads\/2015\/01\/Fotolia_68216371_S.jpg 958w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a>De plus en plus d\u2019entreprises utilisent les m\u00e9dias sociaux comme outil pour faire leur\u00a0service \u00e0 la client\u00e8le, surtout lorsque celle-ci se tourne\u00a0vers Twitter ou Facebook pour faire une plainte ou pour poser une question. Toutefois, il ne faudrait pas que les organisations\u00a0abandonnent les autres moyens au profit des m\u00e9dias sociaux puisqu\u2019il ne s\u2019agit pas du moyen de communication pr\u00e9f\u00e9r\u00e9 des internautes. C\u2019est ce qui ressort d\u2019une r\u00e9cente \u00e9tude <a href=\"http:\/\/about.americanexpress.com\/\"><span class=\"s2\">d\u2019American Express<\/span><\/a>.<\/p>\n<p class=\"p3\" style=\"text-align: justify;\"><span class=\"s1\">Selon celle-ci, pr\u00e8s du quart (23 %) des internautes am\u00e9ricains ont affirm\u00e9 avoir d\u00e9j\u00e0 utilis\u00e9 les m\u00e9dias sociaux comme outil de service \u00e0 la client\u00e8le, mais pas n\u00e9cessairement pour obtenir de l\u2019aide.<span class=\"Apple-converted-space\">\u00a0<\/span>Les principales raisons sont plut\u00f4t\u00a0:<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li class=\"li3\"><span class=\"s1\">Faire l\u2019\u00e9loge du bon service d\u2019une entreprise (53 %)\u00a0;<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Pour \u00e9vacuer leurs frustrations ou pour se plaindre d\u2019une mauvaise exp\u00e9rience (50 %)\u00a0;<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Pour partager une exp\u00e9rience avec une audience plus large (46 %)\u00a0;<\/span><\/li>\n<\/ul>\n<p class=\"p5\" style=\"text-align: justify;\"><span class=\"s1\">De nombreuses entreprises pensent que les gens utilisent les m\u00e9dias sociaux pour obtenir de l\u2019aide et une r\u00e9ponse \u00e0 leur question. En r\u00e9alit\u00e9, ce\u00a0ne sont\u00a0que 40 % des r\u00e9pondants qui ont indiqu\u00e9 les utiliser pour cette raison. <\/span><\/p>\n<p class=\"p6\" style=\"text-align: justify;\"><span style=\"color: #000080;\"><strong><span class=\"s1\">Les consommateurs pr\u00e9f\u00e8rent les sites Web ou les courriels <\/span><\/strong><\/span><\/p>\n<p class=\"p3\" style=\"text-align: justify;\"><span class=\"s1\"><i>American Express<\/i>\u00a0pr\u00e9cise\u00a0que ces gens\u00a0pr\u00e9f\u00e8rent utiliser le site Web ou le courriel d\u2019une entreprise pour obtenir une r\u00e9ponse \u00e0 une question simple (36 %). Les autres moyens privil\u00e9gi\u00e9s sont:<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li class=\"li3\"><span class=\"s1\">Parler \u00e0 un repr\u00e9sentant au t\u00e9l\u00e9phone (14 %);<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Utiliser un syst\u00e8me t\u00e9l\u00e9phonique automatis\u00e9 (12 %);<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Rencontrer la personne (9 %);<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Faire du clavardage en ligne (9 %);<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Utiliser une application pour t\u00e9l\u00e9phone intelligent (9\u00a0%);<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Utiliser la messagerie texte (6 %);<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">Utiliser les m\u00e9dias sociaux (5 %).<\/span><\/li>\n<\/ul>\n<p class=\"p3\" style=\"text-align: justify;\"><span class=\"s1\"><span style=\"color: #000080;\"><strong>Lorsque la\u00a0probl\u00e9matique est plus complexe, les m\u00e9dias sociaux sont le moyen privil\u00e9gi\u00e9 pour\u00a03 % seulement des r\u00e9pondants.<\/strong><\/span> Dans une proportion de 48 %, ils pr\u00e9f\u00e8rent parler \u00e0 un repr\u00e9sentant directement au t\u00e9l\u00e9phone.<\/span><\/p>\n<p class=\"p3\" style=\"text-align: justify;\"><span class=\"s1\">Il serait tout de m\u00eame mal avis\u00e9\u00a0d&rsquo;ignorer les demandes des consommateurs dans les m\u00e9dias sociaux. Ces outils de relations publiques permettent de\u00a0recentrer le message et g\u00e9rer l&rsquo;insatisfaction qui peut survenir \u00e0 tout moment.<\/span><\/p>\n<p class=\"p3\" style=\"text-align: justify;\">\n<div class=\"brdr2\"><\/div>\n<div class=\"likebtn_container\" style=\"clear:both;text-align:center;\"><!-- LikeBtn.com BEGIN --><span class=\"likebtn-wrapper\"  data-identifier=\"post_12811\"  data-site_id=\"5cc1ecd16fd08b776710d1e9\"  data-theme=\"drop\"  data-btn_size=\"100\"  data-icon_l=\"false\"  data-icon_d=\"false\"  data-icon_l_url=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2019\/04\/happy.png#64794\"  data-icon_d_url=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2019\/04\/sleep.png#64796\"  data-icon_size=\"58\"  data-icon_l_c=\"#771414\"  data-bg_c=\"#ffffff\"  data-bg_c_v=\"#ffffff\"  data-brdr_c=\"#ffffff\"  data-f_size=\"11\"  data-f_family=\"Tahoma\"  data-counter_fs=\"b\"  data-lang=\"fr\"  data-ef_voting=\"wobble\"  data-dislike_enabled=\"false\"  data-counter_type=\"percent\"  data-counter_show=\"false\"  data-tooltip_enabled=\"false\"  data-tooltip_like_show_always=\"true\"  data-white_label=\"true\"  data-i18n_like=\"Aimer \/ Partager\"  data-i18n_dislike=\"Pas aim\u00e9\"  data-style=\"\"  data-unlike_allowed=\"\"  data-show_copyright=\"\"  data-item_url=\"https:\/\/isarta.com\/infos\/en-service-a-la-clientele-les-medias-sociaux-ne-sont-pas-necessairement-le-lien-de-communication-a-privilegier\/\"  data-item_title=\"En service \u00e0 la client\u00e8le, les m\u00e9dias sociaux ne sont pas n\u00e9cessairement le lien de communication \u00e0 privil\u00e9gier\"  data-item_image=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2015\/01\/Fotolia_68216371_S.jpg\"  data-item_date=\"2015-01-11T20:54:54-05:00\"  data-engine=\"WordPress\"  data-plugin_v=\"2.6.54\"  data-prx=\"https:\/\/isarta.com\/infos\/wp-admin\/admin-ajax.php?action=likebtn_prx\"  data-event_handler=\"likebtn_eh\" ><\/span><!-- LikeBtn.com END --><\/p>\n<hr size=\"3\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>De plus en plus d\u2019entreprises utilisent les m\u00e9dias sociaux comme outil pour faire leur\u00a0service \u00e0 la client\u00e8le, surtout lorsque celle-ci se tourne\u00a0vers Twitter ou Facebook pour faire une plainte ou pour poser une question. Toutefois, il ne faudrait pas que les organisations\u00a0abandonnent les autres moyens au profit des m\u00e9dias sociaux puisqu\u2019il ne s\u2019agit pas du [&hellip;]<\/p>\n<div class=\"likebtn_container\" style=\"clear:both;text-align:center;\"><!-- LikeBtn.com BEGIN --><span class=\"likebtn-wrapper\"  data-identifier=\"post_12811\"  data-site_id=\"5cc1ecd16fd08b776710d1e9\"  data-theme=\"drop\"  data-btn_size=\"100\"  data-icon_l=\"false\"  data-icon_d=\"false\"  data-icon_l_url=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2019\/04\/happy.png#64794\"  data-icon_d_url=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2019\/04\/sleep.png#64796\"  data-icon_size=\"58\"  data-icon_l_c=\"#771414\"  data-bg_c=\"#ffffff\"  data-bg_c_v=\"#ffffff\"  data-brdr_c=\"#ffffff\"  data-f_size=\"11\"  data-f_family=\"Tahoma\"  data-counter_fs=\"b\"  data-lang=\"fr\"  data-ef_voting=\"wobble\"  data-dislike_enabled=\"false\"  data-counter_type=\"percent\"  data-counter_show=\"false\"  data-tooltip_enabled=\"false\"  data-tooltip_like_show_always=\"true\"  data-white_label=\"true\"  data-i18n_like=\"Aimer \/ Partager\"  data-i18n_dislike=\"Pas aim\u00e9\"  data-style=\"\"  data-unlike_allowed=\"\"  data-show_copyright=\"\"  data-item_url=\"https:\/\/isarta.com\/infos\/en-service-a-la-clientele-les-medias-sociaux-ne-sont-pas-necessairement-le-lien-de-communication-a-privilegier\/\"  data-item_title=\"En service \u00e0 la client\u00e8le, les m\u00e9dias sociaux ne sont pas n\u00e9cessairement le lien de communication \u00e0 privil\u00e9gier\"  data-item_image=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2015\/01\/Fotolia_68216371_S.jpg\"  data-item_date=\"2015-01-11T20:54:54-05:00\"  data-engine=\"WordPress\"  data-plugin_v=\"2.6.54\"  data-prx=\"https:\/\/isarta.com\/infos\/wp-admin\/admin-ajax.php?action=likebtn_prx\"  data-event_handler=\"likebtn_eh\" ><\/span><!-- LikeBtn.com END --><hr size=\"3\"><\/div>","protected":false},"author":30,"featured_media":12838,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[137,1],"tags":[186],"_links":{"self":[{"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/posts\/12811"}],"collection":[{"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/users\/30"}],"replies":[{"embeddable":true,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/comments?post=12811"}],"version-history":[{"count":5,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/posts\/12811\/revisions"}],"predecessor-version":[{"id":12840,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/posts\/12811\/revisions\/12840"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/media\/12838"}],"wp:attachment":[{"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/media?parent=12811"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/categories?post=12811"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/tags?post=12811"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}