{"id":39445,"date":"2017-04-13T00:00:00","date_gmt":"2017-04-13T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/la-relation-client-sur-whatsapp-ou-en-est-on\/"},"modified":"2025-03-13T06:48:17","modified_gmt":"2025-03-13T13:48:17","slug":"la-relation-client-sur-whatsapp-ou-en-est-on","status":"publish","type":"post","link":"\/us\/en\/blog\/la-relation-client-sur-whatsapp-ou-en-est-on\/","title":{"rendered":"La Relation Client sur WhatsApp : o\u00f9 en est-on?"},"content":{"rendered":"<p>WhatsApp compte aujourd\u2019hui\u00a0<a href=\"https:\/\/techcrunch.com\/2017\/07\/26\/whatsapp-status-stories-250-million\/\" target=\"_blank\" rel=\"noopener noreferrer\">1,3 milliard d\u2019utilisateurs mensuels actifs<\/a>\u00a0dans le monde, dont 9 millions en France selon\u00a0<a href=\"https:\/\/www.itespresso.fr\/mediametrie-audience-internet-mobile-reseau-social-video-149247.html\" target=\"_blank\" rel=\"noopener noreferrer\">M\u00e9diam\u00e9trie<\/a>. Ces utilisateurs \u00e9changent chaque jour plus de 55\u00a0milliards de messages, soit 2 fois plus que les SMS. La possibilit\u00e9 d\u2019appeler est \u00e9galement tr\u00e8s appr\u00e9ci\u00e9e :\u00a0<a href=\"https:\/\/blog.whatsapp.com\/10000625\/WhatsApp-Calling-100-million-conversations-every-day?l=en\" target=\"_blank\" rel=\"noopener noreferrer\">100 millions d\u2019appels vocaux<\/a>\u00a0sont pass\u00e9s chaque jour avec l\u2019application !<\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"https:\/\/blog.dimelo.com\/sites\/default\/files\/inline-images\/whatsapp-key-figures-july-2017.jpeg\" alt=\"WhatsApp Key Figures July 2017\" width=\"608\" height=\"342\" data-entity-type=\"file\" data-entity-uuid=\"724ee2bc-49c5-48b6-8593-738f9ea03034\" \/><\/p>\n<p>Le succ\u00e8s de WhatsApp peut notamment s\u2019expliquer par sa simplicit\u00e9 d\u2019utilisation, et le fait qu\u2019elle repr\u00e9sente une solution gratuite pour communiquer vers et depuis l\u2019\u00e9tranger, sous r\u00e9serve d\u2019avoir une connexion Wifi ou 3G\/4G. Gr\u00e2ce \u00e0 ses fonctionnalit\u00e9s de messaging, d\u2019appels, ainsi que ses conversations de groupes, l\u2019application a su s\u2019imposer dans les habitudes des internautes.<\/p>\n<h2>WhatsApp pour les entreprises: des tests en cours<\/h2>\n<p>En Inde (march\u00e9 le plus important pour WhatsApp, rassemblant 15% de ses utilisateurs) l\u2019application\u00a0<a href=\"https:\/\/www.cnet.com\/news\/whatsapp-trials-new-business-app-in-india\/\" target=\"_blank\" rel=\"noopener noreferrer\">WhatsApp for Business<\/a>, d\u00e9di\u00e9e aux entreprises, serait en phase de test. WhatsApp n&#8217;a pas d\u00e9voil\u00e9 dans quel d\u00e9lai son API d\u00e9di\u00e9e\u00a0aux entreprises sera disponible, mais on peut supposer qu&#8217;elle le sera\u00a0dans les prochains mois.<\/p>\n<p>Certaines entreprises utilisent d\u00e9j\u00e0 WhatsApp comme un canal de relation client gr\u00e2ce \u00e0 des d\u00e9veloppements de fa\u00e7ade \u00a0permettant de r\u00e9cup\u00e9rer les messages sans API. Cependant, cette utilisation n\u2019\u00e9tant pas autoris\u00e9e officiellement par WhatsApp, elle pr\u00e9sente des risques quant \u00e0 la p\u00e9rennit\u00e9 de l\u2019investissement. WhatsApp n\u2019a pas officiellement d\u00e9ploy\u00e9 son offre aux entreprises, et pourrait donc d\u00e9cider :<\/p>\n<ul>\n<li>de bloquer ce trafic, privant les entreprises des messages provenant de WhatsApp.<\/li>\n<li>de changer les interfaces techniques ou d\u2019introduire de nouvelles fonctionnalit\u00e9s lors d\u2019une mise \u00e0 jour, n\u00e9cessitant une r\u00e9-\u00e9criture du d\u00e9veloppement sp\u00e9cifique.<\/li>\n<\/ul>\n<h2>WhatsApp vs Messenger, quelles diff\u00e9rences ?<\/h2>\n<p>Nous vous pr\u00e9sentions r\u00e9cemment\u00a0<a href=\"https:\/\/www.dimelo.com\/fr\/blog-post\/pourquoi-le-messaging-est-l-avenir-de-la-relation-client\" target=\"_blank\" rel=\"noopener noreferrer\">les avantages du messaging pour la relation client<\/a>. Messenger et WhatsApp sont deux des principales applications qui peuvent \u00eatre adopt\u00e9es pour tirer parti de cette tendance. Avec\u00a0<a href=\"https:\/\/www.facebook.com\/business\/products\/messenger-for-business\" target=\"_blank\" rel=\"noopener noreferrer\">Messenger for Business<\/a>, les entreprises peuvent d\u00e9j\u00e0 utiliser l\u2019application pour leur relation client.<\/p>\n<p>Si WhatsApp et Messenger sont toutes les 2 d\u00e9tenues par Facebook, elles pr\u00e9sentent n\u00e9anmoins quelques diff\u00e9rences :<\/p>\n<h3>1. Processus d\u2019inscription<\/h3>\n<p>Messenger propose 2 modes d\u2019inscription : en partageant uniquement son num\u00e9ro de t\u00e9l\u00e9phone, ou gr\u00e2ce \u00e0 son compte Facebook qui n\u00e9cessite davantage d\u2019informations personnelles.<\/p>\n<p>WhatsApp requiert uniquement le num\u00e9ro de t\u00e9l\u00e9phone, et permet aux utilisateurs de d\u00e9marrer tr\u00e8s rapidement. L\u2019utilisation du num\u00e9ro de t\u00e9l\u00e9phone permet aux utilisateurs de retrouver instantan\u00e9ment leurs contacts : WhatsApp est ainsi davantage ancr\u00e9 dans les habitudes mobiles et se substitue de plus en plus aux SMS traditionnels.<\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/whatsapp-messenger-signup.png\" alt=\"WhatsApp-Messenger signup\" width=\"533\" height=\"370\" data-entity-type=\"file\" data-entity-uuid=\"4836f171-397d-417f-acf5-07423e5fe840\" \/><\/p>\n<h3>2. Fonctionnalit\u00e9s<\/h3>\n<p>Les deux applications pr\u00e9sentent de nombreuses fonctionnalit\u00e9s similaires : conversations de groupes, partages de fichiers, emojis, messages vocaux\u2026 Messenger d\u00e9veloppe davantage de nouvelles fonctionnalit\u00e9s (jeux, paiement, localisation, chatbots\u2026), alors que WhatsApp pr\u00e9f\u00e8re se concentrer sur les fonctions essentielles li\u00e9es au messaging. Avec ses projets d\u2019offres aux entreprises que nous avons pr\u00e9sent\u00e9es, Facebook est cependant en train d\u2019\u00e9tendre les fonctionnalit\u00e9s de WhatsApp et de tirer parti de sa popularit\u00e9.<\/p>\n<p>Sur desktop, les interfaces se diff\u00e9rencient \u00e9galement : Messenger propose une interface plus compl\u00e8te que celle de WhatsApp, qui est plus limit\u00e9e et moins adapt\u00e9e \u00e0 ce type d\u2019utilisation.<\/p>\n<h3>3. Usages dans le monde<\/h3>\n<p>WhatsApp est tr\u00e8s populaire dans certains pays o\u00f9 les forfaits mobiles n\u2019incluent pas de SMS illimit\u00e9s, alors que Messenger est plus utilis\u00e9e dans les pays o\u00f9 Facebook a historiquement un taux d\u2019utilisation \u00e9lev\u00e9.<\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/messaging-apps-similar-web.png\" alt=\"Messageries mobiles monde\" width=\"473\" height=\"531\" data-entity-type=\"file\" data-entity-uuid=\"362448d8-d38a-45ed-8c11-212ef8a20548\" \/><\/p>\n<p>On peut ainsi noter que Facebook d\u00e9tient les applications de messagerie leaders dans\u00a0<a href=\"https:\/\/www.similarweb.com\/blog\/worldwide-messaging-apps\" target=\"_blank\" rel=\"noopener noreferrer\">84% des pays \u00e9tudi\u00e9s par SimilarWeb<\/a>. Facebook a donc tout int\u00e9r\u00eat \u00e0 conserver les distinctions qui ont fait le succ\u00e8s de chacune des 2 applications pour toucher le maximum d\u2019utilisateurs dans le monde..<\/p>\n<h3>4. Confidentialit\u00e9<\/h3>\n<p>En ce qui concerne la vie priv\u00e9e, le chiffrement des conversations sur WhatsApp demeure un avantage par rapport \u00e0 Messenger, WhatsApp ayant renonc\u00e9 \u00e0 son projet de partage des donn\u00e9es avec Facebook,\u00a0<a href=\"https:\/\/www.lefigaro.fr\/secteur\/high-tech\/2016\/11\/17\/32001-20161117ARTFIG00310-whatsapp-suspend-l-echange-de-ses-donnees-avec-facebook-en-europe.php\" target=\"_blank\" rel=\"noopener noreferrer\">suite \u00e0 la mise en garde du G29<\/a>\u00a0(les CNIL europ\u00e9ennes).<\/p>\n<h2>Ce que nous recommandons<\/h2>\n<p>Dimelo recommande d\u2019attendre que l\u2019API de WhatsApp soit officiellement disponible pour les entreprises. WhatsApp pourra alors \u00eatre facilement int\u00e9gr\u00e9e \u00e0 la plateforme Dimelo Digital, permettant aux entreprises de traiter les interactions clients issues de ce canal, de la m\u00eame mani\u00e8re que celles des autres canaux digitaux. Gr\u00e2ce \u00e0 l\u2019API, les entreprises seront assur\u00e9es de pouvoir interagir en toute s\u00e9r\u00e9nit\u00e9 avec leurs clients sur WhatsApp.<\/p>\n<p>Dimelo \u00e9tant une plateforme ouverte, les entreprises qui ne veulent pas attendre peuvent n\u00e9anmoins d\u00e9velopper leurs propre connecteur WhatsApp avec l\u2019aide d\u2019un partenaire, et ainsi g\u00e9rer les interactions dans Dimelo Digital. Il est donc possible d\u2019int\u00e9grer des canaux ne proposant pas d\u2019API, via notre Source SDK, en consid\u00e9rant les risques que pr\u00e9sentent ce type d\u2019int\u00e9gration.<\/p>\n<p>Comme le montrent les usages des internautes et les \u00e9volutions des plateformes, la grande tendance du moment en relation client est le messaging. Communiquer sur WhatsApp permettra aux marques de v\u00e9ritablement s\u2019adapter aux habitudes de leurs clients, en adoptant le m\u00eame mode de communication que celui qu\u2019ils utilisent avec leurs proches. A la mani\u00e8re de WeChat, WhatsApp pourrait ainsi devenir, \u00e0 terme, bien plus qu\u2019une application de messaging et centraliser plusieurs usages (shopping, plateforme de paiement\u2026). Afin de tirer parti de la popularit\u00e9 de ce canal, il est donc essentiel pour les marques d\u2019adopter WhatsApp d\u00e8s que son offre d\u00e9di\u00e9e aux entreprises sera disponible.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>WhatsApp compte aujourd\u2019hui\u00a01,3 milliard d\u2019utilisateurs mensuels actifs\u00a0dans le monde, dont 9 millions en France selon\u00a0M\u00e9diam\u00e9trie. Ces utilisateurs \u00e9changent chaque jour plus de 55\u00a0milliards de messages, soit 2 fois plus que les SMS. La possibilit\u00e9 d\u2019appeler est \u00e9galement tr\u00e8s appr\u00e9ci\u00e9e :\u00a0100 millions d\u2019appels vocaux\u00a0sont pass\u00e9s chaque jour avec l\u2019application ! Le succ\u00e8s de WhatsApp peut notamment &#8230;<\/p>\n","protected":false},"author":291,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885],"tags":[],"class_list":["post-39445","post","type-post","status-publish","format-standard","hentry","category-ringcentral-newsdesk"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>La Relation Client sur WhatsApp : o\u00f9 en est-on? | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"WhatsApp compte aujourd\u2019hui\u00a01,3 milliard d\u2019utilisateurs mensuels actifs\u00a0dans le monde, dont 9 millions en France selon\u00a0M\u00e9diam\u00e9trie. 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