{"id":26,"date":"2011-02-17T15:49:21","date_gmt":"2011-02-17T14:49:21","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=26"},"modified":"2014-11-28T15:59:10","modified_gmt":"2014-11-28T14:59:10","slug":"multicanal-quels-impacts-sur-le-role-et-la-fonction-du-conseiller-client","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2011\/02\/multicanal-quels-impacts-sur-le-role-et-la-fonction-du-conseiller-client\/","title":{"rendered":"Multicanal : quels impacts sur le r\u00f4le et la fonction du conseiller client?"},"content":{"rendered":"<h2><strong>Qu&#8217;est ce que l&#8217;arriv\u00e9e du multicanal change dans le r\u00f4le du conseiller? <\/strong><\/h2>\n<p>Les clients, disposant sur internet d\u2019informations et de services plus riches et plus complets attendent de leurs interactions humaines un apport d\u00e9cisif de conseil et de valeur ajout\u00e9e. Les entreprises, misant sur le multicanal pour limiter les co\u00fbts de leur dispositif de relation client, souhaitent concentrer leurs \u00e9quipes sur les activit\u00e9s les plus rentables, et augmenter leur efficacit\u00e9.<\/p>\n<p><!--more--><\/p>\n<p>Confront\u00e9s \u00e0 cette double exigence, les conseillers peuvent percevoir le multicanal comme une remise en questions de leurs habitudes et de leurs comp\u00e9tences, voire comme un danger pour leur poste et leur emploi.<\/p>\n<p>Il convient d\u00e8s lors d\u2019accompagner fortement les conseillers,\u00a0 qui doit devenir un <strong>ambassadeur du dispositif multicanal<\/strong> de l\u2019entreprise\u00a0et pour cela conna\u00eetre les r\u00f4les des autres canaux, comprendre leur positionnement,\u00a0 savoir en pr\u00e9senter le contenu, les fonctionnalit\u00e9s et les b\u00e9n\u00e9fices, afin \u00a0d\u2019accompagner le client vers le canal adapt\u00e9 sans le brusquer.<\/p>\n<h2><strong>Comment les accompagner dans ce nouveau r\u00f4le?<\/strong><\/h2>\n<p>L&#8217;accompagnement des conseillers est primordial pour qu&#8217;ils prennent la pleine mesure de ce qui est attendu d&#8217;eux, et qu&#8217;ils soient mis en capacit\u00e9 d&#8217;atteindre leurs nouveaux objectifs.<\/p>\n<p>Il faut par exemple :<\/p>\n<ul>\n<li>d\u00e9velopper la connaissance et l\u2019app\u00e9tence des conseillers pour les nouveaux canaux de relation (difficile en effet d\u2019amener son client \u00e0 utiliser un site internet ou une application mobile si on n\u2019a jamais vu comment cela fonctionne)<\/li>\n<li>savoir orchestrer les messages et le pilotage op\u00e9rationnel du multicanal pour fournir aux conseillers l\u2019information n\u00e9cessaire \u00e0 cette nouvelle posture (et \u00e9viter ainsi les discours de d\u00e9nigrement\u00a0: \u00ab\u00a0je ne suis pas au courant de cette promotion\u00a0\u00bb,\u2026)<\/li>\n<li>les aider \u00e0 adapter leurs comportements et leurs pratiques pour qu\u2019ils remplissent pleinement ce r\u00f4le.<\/li>\n<\/ul>\n<h2><strong>Quelle valeur ajout\u00e9e peuvent-il apporter? <\/strong><\/h2>\n<p>L\u00e0 encore, l&#8217;accompagnement est central. Il est primordial de leur donner les moyens de <strong>tirer toute la valeur attendue des contacts clients<\/strong> : enrichir la connaissance du client par une d\u00e9couverte de sa situation et de ses besoins, r\u00e9pondre de fa\u00e7on pertinente et rapide \u00e0 ses attentes et\/ou savoir exploiter commercialement le contact.<\/p>\n<p>Pour cela, on s&#8217;attachera notamment \u00e0 d\u00e9velopper leur capacit\u00e9 \u00e0 utiliser les bons outils au bon moment (en pr\u00eatant attention \u00e0 l&#8217;ergonomie du poste de travail) ou encore \u00e0 am\u00e9liorer leurs capacit\u00e9s relationnelles pourqu\u2019ils sachent d\u00e9celer les besoins des clients et valoriser le conseil qu\u2019ils leur apportent.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Qu&#8217;est ce que l&#8217;arriv\u00e9e du multicanal change dans le r\u00f4le du conseiller? Les clients, disposant sur internet d\u2019informations et de services plus riches et plus complets attendent de leurs interactions humaines un apport d\u00e9cisif de conseil et de valeur ajout\u00e9e&#8230;.<\/p>\n","protected":false},"author":103,"featured_media":6343,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[38,32],"tags":[84],"coauthors":[943],"class_list":["post-26","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-assurance","category-marketing-relation-client","tag-multicanal-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Multicanal : quels impacts sur le r\u00f4le et la fonction du conseiller client? - RiskInsight<\/title>\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.riskinsight-wavestone.com\/2011\/02\/multicanal-quels-impacts-sur-le-role-et-la-fonction-du-conseiller-client\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Multicanal : quels impacts sur le r\u00f4le et la fonction du conseiller client? - RiskInsight\" \/>\n<meta property=\"og:description\" content=\"Qu&#8217;est ce que l&#8217;arriv\u00e9e du multicanal change dans le r\u00f4le du conseiller? 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