{"id":5662,"date":"2022-07-22T15:29:00","date_gmt":"2022-07-22T15:29:00","guid":{"rendered":"https:\/\/novelis.io\/?post_type=news&#038;p=5662"},"modified":"2022-09-21T08:34:30","modified_gmt":"2022-09-21T08:34:30","slug":"use-cases-rpa-les-taches-a-fort-potentiel-dautomatisation-pour-gerer-la-relation-client","status":"publish","type":"news","link":"https:\/\/novelis.io\/fr\/news\/use-cases-rpa-les-taches-a-fort-potentiel-dautomatisation-pour-gerer-la-relation-client\/","title":{"rendered":"[USE CASES] RPA : les t\u00e2ches \u00e0 fort potentiel d&rsquo;automatisation pour g\u00e9rer la relation client"},"content":{"rendered":"\n<p>Depuis que la relation client s&rsquo;est digitalis\u00e9e, simplicit\u00e9, instantan\u00e9it\u00e9, mobilit\u00e9 et personnalisation sont autant de besoins exprim\u00e9s par les clients qui s&rsquo;attendent \u00e0 un parcours 100% digital. Le consommateur d&rsquo;aujourd&rsquo;hui est ultra connect\u00e9 et ultra renseign\u00e9 : en 1 clic il peut avoir acc\u00e8s \u00e0 une source d&rsquo;information illimit\u00e9e et donner son avis. <\/p>\n\n\n\n<p>La concurrence est de plus en plus f\u00e9roce entre les acteurs de la relation client qui doivent redoubler d&rsquo;effort pour innover et satisfaire les attentes de leurs clients. Pour se diff\u00e9rencier, certains misent sur la qualit\u00e9 et la gestion de leur relation client et l&rsquo;automatisation peut y contribuer. D&rsquo;apr\u00e8s une enqu\u00eate men\u00e9e par <a href=\"https:\/\/www.blueprism.com\/fr\/resources\/analyst-reports\/the-top-5-best-practices-for-rpa-in-customer-service\/\" target=\"_blank\" rel=\"noopener\">Forrester<\/a>, <strong>45 % des services clients<\/strong> interrog\u00e9s automatisent d\u00e9j\u00e0 les t\u00e2ches reproductibles de leurs agents pour leur permettre de se concentrer sur l\u2019am\u00e9lioration de l&rsquo;exp\u00e9rience et de la satisfaction client.<\/p>\n\n\n\n<p>C&rsquo;est donc pour s&rsquo;adapter aux nouvelles contraintes du march\u00e9 et pour optimiser le d\u00e9veloppement de l&rsquo;entreprise que <strong>l\u2019automatisation de la relation client est devenue strat\u00e9gique<\/strong>. L&rsquo;automatisation intelligente peut s\u2019appliquer \u00e0 un large \u00e9ventail de processus \u00e0 haut potentiel d&rsquo;automatisation dans la relation client et dans la&nbsp;communication commerciale : elle permet de trouver plus facilement des prospects, d\u2019assurer leur conversion et de les fid\u00e9liser.&nbsp;<\/p>\n\n\n\n<p>L&rsquo;automatisation de la relation client ne vient pas remplacer la relation humaine, mais vient plut\u00f4t favoriser une relation plus personnalis\u00e9e avec les clients gr\u00e2ce \u00e0 une meilleure connaissance de ceux-ci, ainsi que de leurs besoins sp\u00e9cifiques.&nbsp;<\/p>\n\n\n\n<p>Voici quelques exemples :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>L&rsquo;assistance du conseiller dans le traitement des demandes client complexes (assistant virtuel, conseiller augment\u00e9)<\/li><li>Etendre la couverture horaire du service support<\/li><li>Mise \u00e0 jour automatis\u00e9e du compte client (changement d&rsquo;adresse, de num\u00e9ro de t\u00e9l\u00e9phone&#8230;)<\/li><li>Automatisation de la pr\u00e9-qualification des demandes par Voicebot<\/li><\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>D\u00e9couvrez des exemples de t\u00e2ches \u00e0 fort potentiel d&rsquo;automatisation dans la relation client\u00e8le en t\u00e9l\u00e9chargeant ces Use Cases RPA appliqu\u00e9s \u00e0 ce m\u00e9tier.<\/strong><\/p>\n\n\n\n<p>D\u00e9couvrez nos <a href=\"https:\/\/novelis.io\/fr\/blog\/?page=1\">autres use cases<\/a>.<\/p>\n","protected":false},"featured_media":5629,"template":"","categories":[129],"tags":[],"custom_tag":[77,312,90,79],"class_list":["post-5662","news","type-news","status-publish","has-post-thumbnail","hentry","category-article-de-blog","custom_tag-automatisation","custom_tag-relationclient","custom_tag-rpa-fr","custom_tag-smartautomation"],"acf":{"externel_link":"","filter_opacity":"70","subtitle":"","reading_time":"","authors":"","document_to_download":{"upload_a_file":true,"download_without_form":false,"file":{"ID":5641,"id":5641,"title":"Use Case RPA Relation Client - Novelis.io","filename":"Use-Case-RPA-Relation-Client-Novelis.io_.pdf","filesize":1219165,"url":"https:\/\/novelis.io\/wp-content\/uploads\/2022\/07\/Use-Case-RPA-Relation-Client-Novelis.io_.pdf","link":"https:\/\/novelis.io\/fr\/news\/use-cases-rpa-les-taches-a-fort-potentiel-dautomatisation-pour-gerer-la-relation-client\/use-case-rpa-relation-client-novelis-io\/","alt":"","author":"4","description":"","caption":"","name":"use-case-rpa-relation-client-novelis-io","status":"inherit","uploaded_to":5662,"date":"2022-07-26 09:50:42","modified":"2022-09-19 10:16:17","menu_order":0,"mime_type":"application\/pdf","type":"application","subtype":"pdf","icon":"https:\/\/novelis.io\/wp-includes\/images\/media\/document.png"},"url":""}},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Relation client : Les t\u00e2ches \u00e0 fort potentiel d&#039;automatisation - RPA<\/title>\n<meta name=\"description\" content=\"T\u00e9l\u00e9chargez nos Use Cases RPA appliqu\u00e9s \u00e0 la relation client et d\u00e9couvrez les t\u00e2ches \u00e0 fort potentiel d&#039;automatisation.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/novelis.io\/fr\/news\/use-cases-rpa-les-taches-a-fort-potentiel-dautomatisation-pour-gerer-la-relation-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Relation client : Les t\u00e2ches \u00e0 fort potentiel d&#039;automatisation - 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