{"id":424,"date":"2016-05-27T17:48:07","date_gmt":"2016-05-27T17:48:07","guid":{"rendered":"https:\/\/www.planhub.ca\/blog\/fr\/?p=424"},"modified":"2021-09-15T19:15:24","modified_gmt":"2021-09-15T19:15:24","slug":"koodo-meilleur-service-a-la-clientele-que-bell-et-rogers","status":"publish","type":"post","link":"https:\/\/www.planhub.ca\/blog\/fr\/koodo-meilleur-service-a-la-clientele-que-bell-et-rogers\/","title":{"rendered":"Koodo : meilleur service \u00e0 la client\u00e8le que Bell et Rogers"},"content":{"rendered":"<p class=\"western\"><b><\/b><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">Les clients sans-fil prennent en main l\u2019exp\u00e9rience digitale. Selon un rapport de J.D. Power, les Canadiens se tournent de plus en plus vers des outils en ligne pour r\u00e9gler leurs probl\u00e8mes avec leurs op\u00e9rateurs sans-fil.<\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">Quatre id\u00e9es principales sont ressorties des r\u00e9sultats de cette \u00e9tude.<\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">L\u2019importance du service \u00e0 la client\u00e8le continue d\u2019augmenter dans un march\u00e9 satur\u00e9. Koodo Mobile remporte la palme avec 798 points sur 1000. <\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">Au Qu\u00e9bec<\/span><\/span><\/span><\/span><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">, Vid<\/span><\/span><\/span><\/span><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">\u00e9<\/span><\/span><\/span><\/span><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">otron suit de pr\u00e8s avec 790, tandis que des grands op\u00e9rateurs comme Rogers et Bell se classent parmi les derniers avec 707 et 706 points. Le score moyen \u00e9tait de 738. <\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">De plus, les r\u00e9sultats d\u00e9montrent que les outils en ligne commencent \u00e0 surpasser la ligne t\u00e9l\u00e9phonique pour contacter le service au client des op\u00e9rateurs. Selon ce rapport, 1\/3 des plaintes aux services \u00e0 la client\u00e8le se fait en ligne, ce qui prouve une augmentation par rapport aux 28 % de 2015. Le service \u00e0 la client\u00e8le en ligne surpasse le service par t\u00e9l\u00e9phone.<\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">De plus, le rapport offre plusieurs indicateurs \u00e0 propos de la mani\u00e8re favorite de la G\u00e9n\u00e9ration Y de contacter leurs op\u00e9rateurs. L\u2019un d\u2019eux inclut la pr\u00e9f\u00e9rence de ses membres pour les outils libre-service, lesquels leur permettent de g\u00e9rer leurs probl\u00e8mes quand ils le veulent. <\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">\u00c9tant donn\u00e9 que la G\u00e9n\u00e9ration Y est plus connect\u00e9e, ses membres sont plus \u00e0 m\u00eame de contacter les services \u00e0 la client\u00e8le en ligne que les autres g\u00e9n\u00e9rations. 4 d\u2019entre eux sur 10 ont contact\u00e9 leur service \u00e0 la client\u00e8le en ligne dans les 6 derniers mois, contre 29 % pour les autres clients.<\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">En plus de cela, parmi les membres de la G\u00e9n\u00e9ration Y qui ont contact\u00e9 leur op\u00e9rateur en ligne, la part ceux qui utilisent le clavardage est pass\u00e9e de 45 % en 2015 \u00e0 51 % en 2016. <\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">\u00ab Les op\u00e9rateurs sans-fil doivent embrasser le changement vers les outils libre-service en ligne pour tous leurs clients afin de leur donner une exp\u00e9rience gratifiante qui imite leurs comportements \u00bb dits Adrien Chung, directeur \u00e0 J.D. Power. Elle ajoute que les outils libre-service ont \u00e9t\u00e9 d\u00e9velopp\u00e9s sur toutes les plate-formes, et seront s\u00fbrement utilis\u00e9s par toutes les g\u00e9n\u00e9rations. <\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">\u00ab Alors que la G\u00e9n\u00e9ration Y a guid\u00e9 ce changement, les clients de toutes les g\u00e9n\u00e9rations sont aussi expos\u00e9s aux outils libre-service avec les autres compagnies que leurs op\u00e9rateurs t\u00e9l\u00e9coms pour r\u00e9soudre leur probl\u00e8me de fa\u00e7on rapide et efficace. Les op\u00e9rateurs doivent donc mettre au courant leurs clients, les enseigner et communiquer les b\u00e9n\u00e9fices de ces outils. \u00bb<\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">La derni\u00e8re id\u00e9e implique la fr\u00e9quence \u00e0 laquelle la G\u00e9n\u00e9ration Y contacte le service \u00e0 la client\u00e8le, la plus importante en comparaison \u00e0 tous les autres groupes d&rsquo;\u00e2ge.<\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">En effet, le rapport expose que la G\u00e9n\u00e9ration Y a contact\u00e9 le service \u00e0 la client\u00e8le 2 fois plus souvent que la G\u00e9n\u00e9ration du baby-boom. Alors que les baby-boomers font appel au service \u00e0 la client\u00e8le 2.5 fois par mois, les membres de la G\u00e9n\u00e9ration Y l\u2019appellent 4.9 fois.<\/span><\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\"><span lang=\"fr-CA\">L\u2019\u00e9tude de service \u00e0 la client\u00e8le des services sans-fil canadiens a \u00e9t\u00e9 conduite sur 2 sessions : d&rsquo;ao\u00fbt \u00e0 septembre 2015, puis de septembre 2015 \u00e0 mars 2016. <\/span><\/span><\/span><\/span><span style=\"color: #000000;\"><span style=\"font-family: 'Times New Roman', serif;\"><span style=\"font-size: medium;\">5500 clients d\u2019op\u00e9rateurs sans-fil ont r\u00e9pondu au sondage.<\/span><\/span><\/span><\/p>\n<p class=\"western\"><span style=\"color: #000000;\"><span lang=\"fr-CA\">Traduct<\/span><\/span><span style=\"color: #000000;\"><span lang=\"fr-CA\">i<\/span><\/span><span style=\"color: #000000;\"><span lang=\"fr-CA\">on d\u2019un article de<\/span><\/span> <span style=\"color: #0000ff;\"><span style=\"color: #000000;\"><span style=\"font-family: Helvetica, serif;\"><span style=\"font-size: small;\"><span lang=\"fr-CA\">Jessica Vomiero<\/span><\/span><\/span><\/span><\/span> <span style=\"color: #000000;\"><span lang=\"fr-CA\">: <\/span><\/span><span style=\"color: #000000;\"><span style=\"font-size: small;\"><span lang=\"fr-CA\">http:\/\/mobilesyrup.com\/2016\/04\/28\/koodo-provides-better-wireless-customer-service-than-rogers-and-bell-study-says\/<\/span><\/span><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les clients sans-fil prennent en main l\u2019exp\u00e9rience digitale. Selon un rapport de J.D. Power, les Canadiens se tournent de plus en plus vers des outils en ligne pour r\u00e9gler leurs probl\u00e8mes avec leurs op\u00e9rateurs sans-fil. Quatre id\u00e9es principales sont ressorties des r\u00e9sultats de cette \u00e9tude. L\u2019importance du service \u00e0 la client\u00e8le continue d\u2019augmenter dans un [&hellip;]<\/p>\n","protected":false},"author":22,"featured_media":573,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[489,835],"tags":[13,37,183,12,182],"class_list":["post-424","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-mobile-fr","category-mobile-news-fr","tag-bell","tag-mobile","tag-operateur-sans-fil","tag-rogers","tag-service-a-la-clientele"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Koodo : meilleur service \u00e0 la client\u00e8le que Bell et Rogers | PlanHub.ca<\/title>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Koodo : meilleur service \u00e0 la client\u00e8le que Bell et Rogers | PlanHub.ca\" \/>\n<meta property=\"og:description\" content=\"Les clients sans-fil prennent en main l\u2019exp\u00e9rience digitale. Selon un rapport de J.D. Power, les Canadiens se tournent de plus en plus vers des outils en ligne pour r\u00e9gler leurs probl\u00e8mes avec leurs op\u00e9rateurs sans-fil. Quatre id\u00e9es principales sont ressorties des r\u00e9sultats de cette \u00e9tude. L\u2019importance du service \u00e0 la client\u00e8le continue d\u2019augmenter dans un [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.planhub.ca\/blog\/fr\/koodo-meilleur-service-a-la-clientele-que-bell-et-rogers\/\" \/>\n<meta property=\"og:site_name\" content=\"Le Blogue - Promotions, Guides, Nouvelles et plus!\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/planhub.ca\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/planhub.ca\/\" \/>\n<meta property=\"article:published_time\" content=\"2016-05-27T17:48:07+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-09-15T19:15:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.planhub.ca\/blog\/wp-content\/uploads\/2016\/05\/KOODO-BEST-SAV.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1170\" \/>\n\t<meta property=\"og:image:height\" content=\"429\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" 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