La Télésecrétaire: Un Atout De Fidélisation

L’e-commerce est souvent basé sur deux axes complémentaires : l’acquisition et la conversion. Le premier désigne à trouver un nouveau client, et le deuxième signifie la concrétisation d’un achat. Il y a cependant un troisième aspect aux e-commerces, que beaucoup d’entreprises ont négligé au fil du temps : la fidélisation. Le télésecrétariat est un outil essentiel dans le service client et les télésecrétaires ont un rôle déterminant dans la fidélisation.

Pourquoi les entreprises ont-elles besoin de clients fidèles ?

La fidélisation est devenue nécessaire dans le monde de l’e-commerce. Il est un fait que fidéliser un client coûte au minimum trois fois moins cher que d’en trouver un nouveau. La fidélisation apporte une certaine rentabilité à l’entreprise. Cela garantie des achats perpétuels mais aussi la possibilité que le client fidélisé en parle autour de lui. C’est une méthode qui assure la conversion mais aussi l’acquisition.

La télésecrétaire face à la fidélisation

Avec l’avènement des réseaux sociaux et des systèmes automatisés tels que le chatbot, on pourrait croire que le télésecrétariat perd de sa notoriété. Il est démontré cependant, que 77% de Français interrogés à ce sujet, préfèrent les entretiens téléphoniques. La télésecrétaire est importante dans l’e-commerce et encore plus lorsqu’il s’agit de fidélisation. Certes, les chatbots ou autres moyens automatisés sont plus rapides quand il s’agit d’acquisition. Mais, quand cela concerne un client en particulier, les télésecrétaires sont des meilleurs atouts car elles apportent une personnalisation à chaque appel. Par conséquent, les clients se sentent valorisés et auront moins tendance à aller vers la concurrence.

Les atouts de la télésecrétaire

La télésecrétaire est pret disposée à écouter les clients. Le fait d’avoir une oreille qui prend en considération leurs complaintes, renforcit le lien entre les clients et l’entreprise. L’écoute amène à la compréhension du client. L’assistance donnée par la télésecrétaire est plus personnelle et directe. Le client développe un sentiment de confiance et de proximité avec l’entreprise, ce qui encourage la fidélisation.

En sus de cela, la télésecrétaire est plus apte à rassurer un client. Il est plus facile de donner des explications et de répondre aux doléances des clients par téléphone que par message instantané. L’impacte est aussi plus important au téléphone. Un client qui se sent rassuré par rapport à ses achats, est plus enclin à se fidéliser envers l’entreprise.

La télésecrétaire est aussi responsable d’informer les clients. Il ou elle doit agir en expert quand il s’agit d’un produit ou d’une entreprise en particulier, afin de mettre en avant le côté professionnel de l’entreprise. Par téléphone, la télésecrétaire peut communiquer directement avec le client, lui donner des renseignements et le conseiller. Le service est directe, clair et personnalisé : tout ce que veulent les clients.

Le télésecrétariat demeure un pilier de l’e-commerce

Alors que beaucoup considère le télésecrétariat comme étant démodé face à l’élargissement du numérique, un grand nombre de clients disent préférer cette méthode. Face aux dilemmes du numérique tels que la protection des données, les clients se sentent plus en sécurité lorsqu’ils peuvent contacter une télésecrétaire.

La télésecrétaire demeure un atout majeur pour beaucoup d’entreprises. Les télésecrétaires sont multitâches et effectuent un impact important sur la fidélisation comme mentionné ci-dessus. Le développement numérique ne réduit pas les fonctions ou l’importance des télésecrétaires mais bien au contraire, les nouvelles méthodes de communication facilitent l’échange d’informations entre l’entreprise et la télésecrétaire et aussi entre la télésecrétaire et les clients. Leur importance en fidélisation n’en démord pas.

Besoin d’une télésecrétaire ?

Comme vous ave pu le constater, la télésecrétaire reste indispensable dans ce monde à l’ère du numérique. Vous voulez trouver la télésecrétaire adaptée à vos besoins ? N’hésitez pas à nous contacter au 09 70 71 83 00 ou laissez nous un message sur notre site.

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