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livre blancRelation Client,ce qu’attendent lese-acheteursRésultats de l’enquête«les méthodes d’assistance en ligne»Intervi...
Les e-acheteurs face à l’assistance en ligne               En général, quelle importance accordez-vous à l’assistance en l...
Encore trop d’e-acheteurs déçus par l’assistance en ligne                     Sur la base de vos expériences, comment qual...
Temps d’attentes, coût et simplicité :les 3 critères prioritaires des acheteurs en ligne           Top 3 des critères cons...
Le Chat, jugé de meilleure qualité                        que les autres méthodes d’assistance             Comparez l’assi...
FAQ et Chat, les 2 méthodes d’assistance utilisées en priorité         par les internautes si elle sont disponibles       ...
69% des e-acheteurs souhaitent voir le Chat se développer  Souhaitez-vous que le Chat se développe davantage sur les sites...
Les e-acheteurs souhaitent utiliser différentes méthodesd’assistance en fonction du contexte dans lequel ils sont         ...
Retrouvez les interviews de 9 «experts» !                                                     François Ziserman           ...
Pour aller plus loin,demandez gratuitement   votre livre blanc !   www.iadvize.com/livreblanc
A proposiAdvize est une la solution intelligente dinteraction client,   Timeliving réalise depuis 2008 des dispositifspar ...
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Livre Blanc : Relation Client, ce qu’attendent les e-acheteurs - iAdvize

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iAdvize, Solution intelligente d'interaction client, diffuse gratuitement son premier livre blanc «Relation Client, ce qu’attendent les e-acheteurs».

Ce document a été réalisé à partir des résultats d’une enquête réalisée par la société Timeliving auprès d’un access panel de 400 e-acheteurs français.

On pourra également retrouver dans ce livre blanc, les interviews de 9 experts du e-commerce et de la relation client.

Published in: Business
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Livre Blanc : Relation Client, ce qu’attendent les e-acheteurs - iAdvize

  1. 1. livre blancRelation Client,ce qu’attendent lese-acheteursRésultats de l’enquête«les méthodes d’assistance en ligne»Interviews de 9 «experts»e-commerce & relation client ??
  2. 2. Les e-acheteurs face à l’assistance en ligne En général, quelle importance accordez-vous à l’assistance en ligne lors de vos achats / transactions ?100 % 100 % 2,9 % 3,8 % 2,4 % 7,3 % 7,3 % 2,4 % 26,5 % 22 % 25,1 % 30,8 % 27,8 % 30,1 % 75 %75 % Pas du tout important Peu important50 % 50 % 49,3 % Plutôt important 44,1 % Très important 61 % 41,7 % 47,2 % 48,9 % 25 %25 % 23,2 % 26,5 % 23,2 % 15,5 % 16,5 % 14,6 % 0 % 0 % Un homme Une femme Moins de 5 achats De 5 à 10 achats De 10 à 15 achats Plus de 15 achats Très important Plutôt important Peu important Pas du tout important
  3. 3. Encore trop d’e-acheteurs déçus par l’assistance en ligne Sur la base de vos expériences, comment qualifiez- vous globalement l’aide qui vous est offerte sur les sites internet ? :( 14 % 35 % Satisfaisante Correcte 23 % Variable Décevante Médiocre 4 % 24 %
  4. 4. Temps d’attentes, coût et simplicité :les 3 critères prioritaires des acheteurs en ligne Top 3 des critères cons idérés comme très importants par les achete urs en ligne : 1. Temps d’attente (76,5%) 2. Coût (76%) 3.Simplicité (70,8%)
  5. 5. Le Chat, jugé de meilleure qualité que les autres méthodes d’assistance Comparez l’assistance d’un conseiller en temps réel par Chat, par rapport aux autres méthodes d’assistance sur les critères suivants : Simplicité 19,8 % 37 % 29,3 % 11,3 % 2,8 % Coût 27,3 % 35 % 30,5 % 5,8 % 1,5 %Temps dʼattente 21,8 % 34,3 % 30 % 11,8 % 2,3 % 0 % 25 % 50 % 75 % 100 % Nettement mieux Mieux Equivalent Moins bien Nettement moins bien
  6. 6. FAQ et Chat, les 2 méthodes d’assistance utilisées en priorité par les internautes si elle sont disponibles Parmi les méthodes d’assistance suivantes, lesquelles utilisez-vous en priorité lorsqu’elles sont disponibles ? FAQ 31,5 % Chat 19 % E-mail 17,3 % Call-Back 13,5 % Téléphone 10,8 % Agents virtuels 8 % 0 % 10 % 20 % 30 % 40 % Première réponse spontanée des répondants
  7. 7. 69% des e-acheteurs souhaitent voir le Chat se développer Souhaitez-vous que le Chat se développe davantage sur les sites e-commerce ? Tout à fait + Plutôt oui 69 %Plutôt non + Pas du tout 23,1 % NSP 8 % 0 % 17,5 % 35 % 52,5 % 70 %
  8. 8. Les e-acheteurs souhaitent utiliser différentes méthodesd’assistance en fonction du contexte dans lequel ils sont Dans les situations suivantes, quelle assistance instantanée souhaiteriez-vous utiliser en priorité ? Jʼouvre un compte Jʼai une réclamation Je fais un à faire paiement en ligne Jʼai un Je mʼinforme problème sur la sur le site livraison Les positions ont été établies en fonction des % d’utilisation de chaque Jʼai une Je veux outil et de sa répartition par contexte. question technique suivre une sur lʼusage commande dʼun produit Jʼai besoin Je veux évaluer dʼun la crédibilité du conseil e-commerçant
  9. 9. Retrouvez les interviews de 9 «experts» ! François Ziserman Jeremy Benmoussa Cédric Deniaud Manuel JacquinetFabien Fouissard Leila Boutaleb Christian Barbaray Olivier Sauvage Thierry Spencer
  10. 10. Pour aller plus loin,demandez gratuitement votre livre blanc ! www.iadvize.com/livreblanc
  11. 11. A proposiAdvize est une la solution intelligente dinteraction client, Timeliving réalise depuis 2008 des dispositifspar Chat et Call-Back, qui permet daugmenter les ventes interactifs d’écoute, basés sur les usages etet daméliorer la satisfaction des clients. technologies internet, engageant des dialogues responsables avec les publics de l’entreprise (clients,Commercialisé depuis avril 2010, près de 350 clients qui prospects, salariés, partenaires, ..) pour créer de lafont confiance à iAdvize pour gérer leur relation client en valeur dans vos projets et activités.ligne instantanée, notamment fnac.com en BtoC ouencore Ciel.Com en B2B. Nos clients, Grands Comptes, PME ou institutions, développent avec nous une culture opérationnelle deContact : l’écoute au travers de dispositifs innovants deJulien Hervouët, CEO questionnaires, enquêtes, consultations, feedbacks/T : 02 53 45 00 33 Email : contact@iadvize.com avis consommateurs, espace de dialogue internetwww.iadvize.com - www.twitter.com/iadvize public, espace questions-réponses, boite à idées interactive, écoute en mobilité,…. Timeliving s’appuie sur des partenaires et développe des solutions dans son Labo d’ecoute® comme Smart Quest® et societe.vousecoute.com®.Découvrez iAdvize en vidéoen flashant ce code : Contact : Grégory Delemazure Directeur Associé T : 02 40 03 05 50 Email : support@timeliving.com www.timeliving.com - www.twitter.com/time_living

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