{"id":15591,"date":"2019-08-30T08:32:34","date_gmt":"2019-08-30T06:32:34","guid":{"rendered":"https:\/\/www.topdesk.com\/fr\/?p=15591"},"modified":"2024-07-15T12:53:28","modified_gmt":"2024-07-15T10:53:28","slug":"satisfaction-client-2","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/fr\/blog\/satisfaction-client-2\/","title":{"rendered":"Gestion des connaissances : efficacit\u00e9 et satisfaction client"},"content":{"rendered":"

Le servicedesk des \u00e9tablissements de soins de sant\u00e9 Parnassia Groep r\u00e9sout environ 85 % des tickets et la satisfaction client est pass\u00e9e d’une note de 5 \u00e0 une note de 8 en 2018. Comment le service d’assistance y parvient-il ? Irving Balgobind, collaborateur senior du service d’assistance, et Maarten van der Keur, chef de projet, expliquent comment vous pouvez accro\u00eetre l’autonomie de votre service d’assistance gr\u00e2ce \u00e0 la gestion des connaissances et ainsi stimuler la satisfaction client.<\/strong><\/p>\n

Qu’est-ce que la gestion des connaissances ?<\/h2>\n

La gestion des connaissances se fonde sur le Knowledge Centered Support (KCS). KCS est une fa\u00e7on intelligente de partager et r\u00e9utiliser les connaissances de votre service d’assistance. Qu’avez-vous \u00e0 y gagner ? Le raccourcissement du temps de traitement des incidents car vos clients r\u00e9solvent plus souvent les incidents eux-m\u00eames et le service d’assistance a plus de temps pour les projets de plus grande envergure.<\/p>\n

Un service d’assistance plus autonome<\/h2>\n

Au sein du Parnassia Groep, la gestion des connaissances est tellement bien impl\u00e9ment\u00e9e que le service d’assistance ne transf\u00e8re presque plus de tickets \u00e0 la direction. Irving : \u00ab Depuis que la gestion des connaissances a \u00e9t\u00e9 impl\u00e9ment\u00e9e, le service d’assistance r\u00e9sout bien plus de tickets lui-m\u00eame. \u00bb<\/p>\n

La force des \u00e9l\u00e9ments de connaissances<\/h2>\n

Pourquoi la gestion des connaissances apporte-t-elle autant au service d’assistance ? \u00ab Elle a rendu notre travail beaucoup plus facile \u00bb, explique Irving. \u00ab Les collaborateurs du service d’assistance utilisent les \u00e9l\u00e9ments de connaissances et les adaptent aussi en cas de probl\u00e8me. \u00bb<\/p>\n

R\u00e9solvez toujours plus de tickets de mani\u00e8re autonome<\/h2>\n

Le travail est donc plus facile. Mais les clients internes en tirent-il aussi quelque chose ? Oui, certainement. Les chiffres laissent voir que la gestion des connaissances porte ses fruits. Irving : \u00ab Au d\u00e9but du projet, l’objectif du service d’assistance \u00e9tait de parvenir \u00e0 r\u00e9soudre 65 % des tickets. Nous r\u00e9solvons d\u00e9sormais environ 85 % de tous les tickets. Nous voudrions atteindre 90 % et nous nous en approchons parfois. \u00bb<\/p>\n

Enregistrez les tickets plus rapidement<\/h2>\n

La r\u00e9solution des tickets est plus rapide, mais il n’y a pas que \u00e7a. Leur enregistrement est \u00e9galement plus efficace. \u00ab Nous ne devons plus chercher longtemps les questions \u00e0 poser au correspondant \u00bb, d\u00e9clare Irving.
\n\"\"<\/p>\n

Place \u00e0 l’approfondissement et \u00e0 l’innovation<\/h2>\n

Le service d’assistance \u00e9tant en mesure de r\u00e9soudre plus rapidement les tickets, il lui reste plus de temps et de possibilit\u00e9s pour l’approfondissement et l’innovation. \u00ab Pensez aux vraies urgences ou \u00e0 des projets de plus grande envergure \u00bb, pr\u00e9cise Irving.<\/p>\n

Une plus grande satisfaction client<\/h2>\n

Les clients du service d’assistance ont eux aussi remarqu\u00e9 les am\u00e9liorations. Ils sont d\u00e9sormais habitu\u00e9s \u00e0 une prestation de services rapide, ce qui a permis \u00e0 la satisfaction client de passer d’une note de 5 \u00e0 une note de 8. Le temps d’attente est un peu plus long ? Les clients expriment alors leur \u00e9tonnement avec raison.<\/p>\n

Irving donne un exemple : \u00ab Il y a quelque temps, nous \u00e9tions en sous-effectif en raison d’arr\u00eats maladie et nous ne pouvions pas traiter tous les tickets. R\u00e9sultat ? Des clients \u00e9tonn\u00e9s qui pensaient que notre ligne t\u00e9l\u00e9phonique \u00e9tait en d\u00e9rangement. Lors d’une journ\u00e9e charg\u00e9e ordinaire, notre d\u00e9lai d’attente n’est que de trois minutes et, les jours calmes, de moins d’une demi-minute. C’est pourquoi nos clients remarquent d\u00e9sormais lorsqu’ils doivent attendre plus longtemps. \u00bb<\/p>\n

En route vers la gestion des connaissances<\/h2>\n

Vous voulez vous y mettre aussi ? T\u00e9l\u00e9chargez notre e-book consacr\u00e9 \u00e0 la gestion des connaissances <\/a>(en anglais) , complet avec une feuille de route sur comment impl\u00e9menter votre KCS.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Le servicedesk des \u00e9tablissements de soins de sant\u00e9 Parnassia Groep r\u00e9sout environ 85 % des tickets et la satisfaction client est pass\u00e9e d’une note de 5 \u00e0 une note de 8 en 2018. Comment le service d’assistance y parvient-il ? Irving Balgobind, collaborateur senior du service d’assistance, et Maarten van der Keur, chef de projet,<\/p>\n","protected":false},"author":379,"featured_media":15594,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-15591","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":null,"toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nGestion des connaissances : efficacit\u00e9 et satisfaction client<\/title>\n<meta name=\"description\" content=\"Le servicedesk de Parnassia r\u00e9sout environ 85 % des tickets et la satisfaction client est pass\u00e9e d'une note de 5 \u00e0 une note de 8 en 2018.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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