{"id":39446,"date":"2017-04-07T00:00:00","date_gmt":"2017-04-07T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/comment-ces-3-marques-offrent-une-relation-client-reussie-sur-les-reseaux-sociaux\/"},"modified":"2025-03-13T06:48:24","modified_gmt":"2025-03-13T13:48:24","slug":"comment-ces-3-marques-offrent-une-relation-client-reussie-sur-les-reseaux-sociaux","status":"publish","type":"post","link":"\/us\/en\/blog\/comment-ces-3-marques-offrent-une-relation-client-reussie-sur-les-reseaux-sociaux\/","title":{"rendered":"Comment ces 3 marques offrent une relation client r\u00e9ussie sur les r\u00e9seaux sociaux"},"content":{"rendered":"

Face aux canaux traditionnels de relation client tels que le t\u00e9l\u00e9phone et l’email, les r\u00e9seaux sociaux prennent une part de plus en plus importante. En ayant recours \u00e0 ces canaux, les consommateurs obtiennent souvent une r\u00e9ponse plus rapide de la marque.\u00a040% des clients adressant une r\u00e9clamation sur les r\u00e9seaux sociaux<\/a>\u00a0esp\u00e8rent ainsi obtenir une r\u00e9ponse en moins d\u20191 heure.<\/p>\n

Si la r\u00e9activit\u00e9 est un crit\u00e8re important, il existe d\u2019autres bonnes pratiques \u00e0 adopter pour satisfaire les clients sur ces nouveaux canaux. Prenons des exemples d\u2019interactions clients r\u00e9ussies de 3 marques, qui peuvent vous inspirer pour proposer un service client de qualit\u00e9 sur les r\u00e9seaux sociaux !<\/p>\n

1\/ Leroy Merlin : un service client tr\u00e8s r\u00e9actif et proche de ses clients<\/h2>\n

Sur les r\u00e9seaux sociaux, Leroy Merlin se d\u00e9marque par des r\u00e9ponses tr\u00e8s rapides, avec un temps moyen de r\u00e9ponse de 57 minutes. L\u2019enseigne a fait le choix de proposer un compte principal et des comptes pour chaque magasin sur Facebook et Twitter. Leroy Merlin peut ainsi fournir des informations plus localis\u00e9es, provenant directement de l\u2019\u00e9quipe du magasin.<\/p>\n

\"Leroy<\/p>\n

 <\/p>\n

\"Magasins<\/p>\n

Afin de monitorer tous les messages la concernant, la marque a mis en place un syst\u00e8me de veille sur Twitter. En surveillant les messages comprenant des expressions telles que \u201cLeroy Merlin\u201d et \u201c#LeroyMerlin\u201d, les conseillers peuvent r\u00e9pondre \u00e0 tous les messages parlant de la marque, y compris ceux qui ne la mentionnent pas directement.<\/p>\n

\"Leroy<\/p>\n

 <\/p>\n

\"Leroy<\/p>\n

Gr\u00e2ce \u00e0 cette strat\u00e9gie ax\u00e9e sur la proximit\u00e9, les clients de Leroy Merlin partagent r\u00e9guli\u00e8rement leurs exp\u00e9riences. La marque r\u00e9pond \u00e0 ces publications, ce qui encourage d\u2019autres clients \u00e0 adopter la m\u00eame approche.<\/p>\n

\"Leroy<\/p>\n

2\/ Direct Energie : une strat\u00e9gie de Relation Client social media r\u00e9compens\u00e9e<\/h2>\n

Tr\u00e8s innovante sur le digital, Direct Energie propose un service client sur Twitter, Facebook et Messenger. Attachant une importance particuli\u00e8re \u00e0 la satisfaction client, le fournisseur d\u2019\u00e9nergie est \u00e9lu Service Client de l’ann\u00e9e dans sa cat\u00e9gorie depuis 10 ans avec une note de 18,4\/20 concernant les r\u00e9seaux sociaux.<\/p>\n

L\u2019entreprise a obtenu le badge \u201cTr\u00e8s r\u00e9actif aux messages\u201d sur Messenger, signifiant que 90% des messages qui lui sont adress\u00e9s re\u00e7oivent une r\u00e9ponse en moins de 15 minutes. Sur Facebook et Twitter, Direct Energie a pour habitude de rediriger ses clients vers une conversation priv\u00e9 (Messenger ou Direct Messages), afin de garantir la confidentialit\u00e9 des \u00e9changes, en particulier dans le cas de partage de donn\u00e9es personnelles.<\/p>\n

\"Direct<\/p>\n

Apr\u00e8s chaque \u00e9change sur les r\u00e9seaux sociaux, Direct Energie envoie \u00e0 ses clients un questionnaire pour mesurer leur satisfaction sur diff\u00e9rents sujets (raison du choix du canal, qualit\u00e9 des \u00e9changes, rapidit\u00e9 des r\u00e9ponses apport\u00e9es\u2026) dans le but d\u2019am\u00e9liorer ses services.<\/p>\n

\"Direct<\/p>\n

3\/ Hello bank! : un service client digital 6 jours sur 7, assur\u00e9 par des experts<\/h2>\n

Hello bank! \u00e9tant une banque 100% digitale, la marque propose un service client tr\u00e8s r\u00e9actif sur les r\u00e9seaux sociaux, correspondant aux attentes de ses clients. Les utilisateurs re\u00e7oivent ainsi une r\u00e9ponse d\u2019Hello bank! en 22 minutes en moyenne !<\/p>\n

La banque propose une assistance 6 jours sur 7 avec des horaires \u00e9largis. Hello bank! communique ses horaires d\u2019assistance, ce qui permet aux utilisateurs de savoir pr\u00e9cis\u00e9ment \u00e0 quels moments ils peuvent attendre une r\u00e9ponse. Ces horaires apparaissent dans la description de leur compte Twitter, et dans leur message d\u2019accueil sur Messenger.<\/p>\n

\"Hello<\/p>\n

Pour apporter des r\u00e9ponses de qualit\u00e9, l\u2019assistance est assur\u00e9e par des experts financiers et digitaux. Ces conseillers r\u00e9pondent avec un ton \u201cfriendly\u201d, en utilisant des emojis et en signant leurs messages de leurs pr\u00e9noms. Ce type d\u2019\u00e9changes informels permettent une humanisation de la relation.<\/p>\n

\"Hello<\/p>\n

Gr\u00e2ce \u00e0 cette relation de proximit\u00e9, la marque r\u00e9agit avec humour aux tweets plus n\u00e9gatifs ou \u00e0 ceux ne s\u2019adressant pas au service apr\u00e8s-vente. Par exemple, lorsqu\u2019un utilisateur pensait que la publicit\u00e9 Hello bank! contenait une faute d\u2019ortographe, la marque a su r\u00e9pondre de la bonne mani\u00e8re et engager la discussion.<\/p>\n

\"Hello<\/p>\n

Ces 3 marques se d\u00e9marquent principalement en r\u00e9agissant rapidement aux messages, en s\u2019adaptant aux codes de chaque r\u00e9seau social, et en r\u00e9pondant avec pr\u00e9cision aux demandes de leurs clients. Ces marques montrent \u00e9galement qu\u2019il est possible d\u2019adopter un ton moins formel, tout en apportant des r\u00e9ponses de qualit\u00e9.<\/p>\n

Ces exemples peuvent vous aider \u00e0 mettre en place un service client de qualit\u00e9 sur les r\u00e9seaux sociaux, et \u00e0 d\u00e9finir le ton que vous voulez employer dans vos interactions clients.<\/p>\n","protected":false},"excerpt":{"rendered":"

Face aux canaux traditionnels de relation client tels que le t\u00e9l\u00e9phone et l’email, les r\u00e9seaux sociaux prennent une part de plus en plus importante. En ayant recours \u00e0 ces canaux, les consommateurs obtiennent souvent une r\u00e9ponse plus rapide de la marque.\u00a040% des clients adressant une r\u00e9clamation sur les r\u00e9seaux sociaux\u00a0esp\u00e8rent ainsi obtenir une r\u00e9ponse en …<\/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-39446","post","type-post","status-publish","format-standard","hentry","category-ringcentral-newsdesk"],"acf":[],"yoast_head":"\nComment ces 3 marques offrent une relation client r\u00e9ussie sur les r\u00e9seaux sociaux | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Face aux canaux traditionnels de relation client tels que le t\u00e9l\u00e9phone et l'email, les r\u00e9seaux sociaux prennent une part de plus en plus importante. 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