{"id":73508,"date":"2023-03-07T08:15:50","date_gmt":"2023-03-07T08:15:50","guid":{"rendered":"https:\/\/www.solopress.com\/blog\/?p=73508"},"modified":"2023-03-07T15:44:54","modified_gmt":"2023-03-07T15:44:54","slug":"service-client-innovation-succes-du-prix-de-la-semaine-de-printemps","status":"publish","type":"post","link":"https:\/\/www.solopress.com\/blog\/fr\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/","title":{"rendered":"L'innovation en mati\u00e8re de service \u00e0 la client\u00e8le est \u00e0 l'origine du succ\u00e8s du Print Week Award"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p><span style=\"font-weight: 400;\">Au cours de l'ann\u00e9e \u00e9coul\u00e9e, nous avons mis l'accent sur le service \u00e0 la client\u00e8le en apportant des changements novateurs qui ont \u00e9t\u00e9 reconnus par notre secteur d'activit\u00e9 et par nos clients.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Les changements positifs apport\u00e9s \u00e0 la structure et aux effectifs de notre \u00e9quipe de service \u00e0 la client\u00e8le ont entra\u00een\u00e9 des am\u00e9liorations impressionnantes dans tous les domaines que nous utilisons pour mesurer nos performances.<\/span><\/p>\n<h2><strong>Reconnaissance des experts du secteur et des clients<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Mais Solopress n'est pas le seul \u00e0 avoir constat\u00e9 cette am\u00e9lioration. Lors de la conf\u00e9rence de 2023 <a href=\"https:\/\/www.printweekawards.com\/\">Prix de la Semaine de l'impression<\/a>Nous avons re\u00e7u une mention tr\u00e8s bien dans la cat\u00e9gorie de l'\u00e9quipe de service \u00e0 la client\u00e8le de l'ann\u00e9e dans une grande entreprise. Le jury \u00e9tait compos\u00e9 d'un certain nombre de responsables des achats d'imprim\u00e9s au sein de grandes entreprises. Ce sont des personnes qui appr\u00e9cient vraiment l'importance du service dans le domaine de l'impression, et ce fut donc un v\u00e9ritable honneur d'\u00eatre r\u00e9compens\u00e9 lors de la remise des prix. <\/span><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-73520 size-full\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/MicrosoftTeams-image-8.jpg\" alt=\"\" width=\"2480\" height=\"1367\" \/><span style=\"font-weight: 400;\">En outre, nos clients ne cessent de nous f\u00e9liciter par le biais de <a href=\"http:\/\/www.trustpilot.com\" target=\"_blank\" rel=\"noopener\">Trustpilot.com<\/a>. Nous avons d\u00e9sormais plus de 27 500 avis cinq \u00e9toiles, avec une note moyenne \"excellente\" de 4,7 sur 5. Ce chiffre est en hausse par rapport \u00e0 l'ann\u00e9e derni\u00e8re (4,6).<\/span><\/p>\n<h2><strong>Bilan des r\u00e9alisations<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Comment avons-nous r\u00e9ussi \u00e0 am\u00e9liorer un service \u00e0 la client\u00e8le d\u00e9j\u00e0 tr\u00e8s performant ? Tout d'abord, r\u00e9sumons nos r\u00e9alisations :<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Plus de <\/span><b>27,500<\/b> <b>5 \u00e9toiles<\/b><span style=\"font-weight: 400;\"> Avis de Trustpilot.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Un <\/span><b>\"excellent\" 4,7<\/b><span style=\"font-weight: 400;\"> \u00e9toiles sur un total de plus de <\/span><b>32,000 <\/b><span style=\"font-weight: 400;\">des critiques.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>181% hausse <\/b><span style=\"font-weight: 400;\">d'appels trait\u00e9s par rapport aux 12 mois pr\u00e9c\u00e9dents.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>135% hausse<\/b><span style=\"font-weight: 400;\"> d'appels r\u00e9solus par rapport aux 12 mois pr\u00e9c\u00e9dents.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Plaintes <\/span><b>vers le bas 37.5%<\/b><span style=\"font-weight: 400;\"> par rapport aux niveaux pr\u00e9-covidiques.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">R\u00e9impressions <\/span><b>vers le bas 41.2%<\/b><span style=\"font-weight: 400;\"> d'une ann\u00e9e sur l'autre.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Temps de r\u00e9ponse <\/span><b>vers le bas 23% <\/b><span style=\"font-weight: 400;\">d'ann\u00e9e en ann\u00e9e<\/span><b>.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>10 <\/b><span style=\"font-weight: 400;\">membres de l'\u00e9quipe \u00e0 temps plein ajout\u00e9s.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-73514 aligncenter\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/Trustpilotlogo.jpeg\" alt=\"\" width=\"750\" height=\"422\" \/><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-73513 aligncenter\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/Screenshot-2023-03-06-at-14.00.43.png\" alt=\"\" width=\"506\" height=\"102\" \/><\/p>\n<h2><b>Nouvelles recrues<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Pendant la pand\u00e9mie, nous avons \u00e9t\u00e9 contraints de r\u00e9duire nos effectifs. Cela a in\u00e9vitablement limit\u00e9 notre capacit\u00e9 \u00e0 offrir un service \u00e0 la client\u00e8le exceptionnel.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Toutefois, en 2022, nous avons recrut\u00e9 dix nouveaux membres \u00e0 temps plein de l'\u00e9quipe du service client\u00e8le pour renforcer cette capacit\u00e9.<\/span><\/p>\n<h2><b>Tactiques d'\u00e9quipe<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Notre service client\u00e8le est divis\u00e9 en trois \u00e9quipes : Yellow et Magenta, ainsi que l'\u00e9quipe Solopro qui s'occupe des entreprises qui d\u00e9pendent d'un volume d'impression \u00e9lev\u00e9.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Cette r\u00e9partition r\u00e9duit le nombre de conseillers auxquels un client peut s'adresser, ce qui favorise les relations individuelles. C'est un excellent moyen de conserver l'approche personnelle d'une organisation plus petite tout en augmentant la capacit\u00e9 de la fonction de service \u00e0 la client\u00e8le dans son ensemble.<\/span><\/p>\n<h2><b>Sur un r\u00f4le<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Les r\u00f4les au sein de ces \u00e9quipes ont \u00e9galement fait l'objet d'une restructuration innovante. En introduisant six postes de gestionnaires de comptes pour les couleurs jaune et magenta, nous sommes en mesure d'affecter des gestionnaires de comptes d\u00e9di\u00e9s aux clients qui en ont besoin.<\/span><\/p>\n<p>Les sp\u00e9cialistes de la conception, des pr\u00e9occupations, des ventes et de la v\u00e9rification des \u0153uvres d'art constituent le reste des \u00e9quipes. Ces nouveaux r\u00f4les donnent aux membres de l'\u00e9quipe un sentiment d'appartenance et d'utilit\u00e9 qui a eu un effet mesurable sur l'exp\u00e9rience des clients.<\/p>\n<h2><b>Des lignes de communication claires<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Nous sommes aujourd'hui mieux soutenus que jamais par la technologie. Apr\u00e8s le lancement r\u00e9ussi de notre Chatbot en juillet 2021, nous avons poursuivi avec un nouveau syst\u00e8me t\u00e9l\u00e9phonique. Lanc\u00e9 en f\u00e9vrier 2022, le syst\u00e8me automatis\u00e9 dirige les clients rapidement et pr\u00e9cis\u00e9ment vers le sp\u00e9cialiste appropri\u00e9. Nous fournissons \u00e9galement aux clients des num\u00e9ros directs pour un acc\u00e8s rapide et facile aux gestionnaires de compte qui leur sont attribu\u00e9s.<\/span><\/p>\n<h2><b>Notre ressource la plus pr\u00e9cieuse<\/b><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-73511 aligncenter\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/MicrosoftTeams-image-6.jpg\" alt=\"\" width=\"2016\" height=\"1512\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Nous sommes convaincus que lorsque vous fournissez aux gens les outils, la structure et l'environnement dont ils ont besoin pour faire du bon travail, ils se montrent \u00e0 la hauteur du d\u00e9fi. Notre \u00e9quipe de service \u00e0 la client\u00e8le a non seulement prouv\u00e9 que c'\u00e9tait le cas au cours des 12 derniers mois, mais elle a \u00e9galement d\u00e9pass\u00e9 nos attentes. La volont\u00e9 de l'\u00e9quipe d'adopter ces nouvelles pratiques et sa d\u00e9termination \u00e0 les faire fonctionner ont \u00e9t\u00e9 confirm\u00e9es par tous les indicateurs qui nous permettent de mesurer les performances de notre service \u00e0 la client\u00e8le.<\/span><\/p>\n<p><strong>Si vous d\u00e9pensez plus de cinq chiffres par an pour l'impression, devenir client de Solopro peut vous permettre de b\u00e9n\u00e9ficier d'un service mieux adapt\u00e9 \u00e0 vos besoins. Pour savoir si vous pouvez b\u00e9n\u00e9ficier de notre service sans abonnement, consultez le site web de Solopro. <a href=\"https:\/\/www.solopress.com\/blog\/fr\/solopro\/\" target=\"_blank\" rel=\"noopener\">page d\u00e9di\u00e9e \u00e0 Solopro<\/a>.<\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>Over the past year, we\u2019ve focused on customer service with some innovative changes that have attracted recognition from our industry as well as our customers. Positive changes to our Customer Service Team structure and headcount have seen some impressive improvements across all the metrics we use to measure our performance. Recognition from industry experts and [&hellip;]<\/p>\n","protected":false},"author":134,"featured_media":73525,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"tdm_status":"","tdm_grid_status":"","footnotes":""},"categories":[550,551],"tags":[],"class_list":{"0":"post-73508","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-print-industry-news","8":"category-solopress-news"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Service Success: Print Week Awards 2023 - Solopress UK<\/title>\n<meta name=\"description\" content=\"Recent innovative changes to the way we provide customer service have attracted recognition from our industry and customers alike.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.solopress.com\/blog\/fr\/nouvelles-de-solopress\/service-client-innovation-succes-du-prix-de-la-semaine-de-printemps\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Success: Print Week Awards 2023 - Solopress UK\" \/>\n<meta property=\"og:description\" content=\"Recent innovative changes to the way we provide customer service have attracted recognition from our industry and customers alike.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.solopress.com\/blog\/fr\/nouvelles-de-solopress\/service-client-innovation-succes-du-prix-de-la-semaine-de-printemps\/\" \/>\n<meta property=\"og:site_name\" content=\"The Latest Print and Design News | Solopress\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/Solopress\" \/>\n<meta property=\"article:published_time\" content=\"2023-03-07T08:15:50+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-03-07T15:44:54+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/MicrosoftTeams-image-9.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2098\" \/>\n\t<meta property=\"og:image:height\" content=\"1399\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Danny Powell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@solopress\" \/>\n<meta name=\"twitter:site\" content=\"@solopress\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Danny Powell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.solopress.com\\\/blog\\\/solopress-news\\\/customer-service-innovation-brings-print-week-award-success\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.solopress.com\\\/blog\\\/solopress-news\\\/customer-service-innovation-brings-print-week-award-success\\\/\"},\"author\":{\"name\":\"Danny Powell\",\"@id\":\"https:\\\/\\\/www.solopress.com\\\/blog\\\/#\\\/schema\\\/person\\\/0937555a256c22f94400f4b7e2329c09\"},\"headline\":\"Customer service innovation brings Print Week Award success\",\"datePublished\":\"2023-03-07T08:15:50+00:00\",\"dateModified\":\"2023-03-07T15:44:54+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.solopress.com\\\/blog\\\/solopress-news\\\/customer-service-innovation-brings-print-week-award-success\\\/\"},\"wordCount\":610,\"publisher\":{\"@id\":\"https:\\\/\\\/www.solopress.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.solopress.com\\\/blog\\\/solopress-news\\\/customer-service-innovation-brings-print-week-award-success\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.solopress.com\\\/blog\\\/wp-content\\\/uploads\\\/2023\\\/03\\\/MicrosoftTeams-image-9.jpg\",\"articleSection\":[\"Print Industry News\",\"Solopress News\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.solopress.com\\\/blog\\\/solopress-news\\\/customer-service-innovation-brings-print-week-award-success\\\/\",\"url\":\"https:\\\/\\\/www.solopress.com\\\/blog\\\/solopress-news\\\/customer-service-innovation-brings-print-week-award-success\\\/\",\"name\":\"Customer Service Success: Print Week Awards 2023 - 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