{"id":34890,"date":"2019-11-22T10:50:49","date_gmt":"2019-11-22T09:50:49","guid":{"rendered":"https:\/\/www.codeur.com\/blog\/?p=34890"},"modified":"2026-03-23T11:47:22","modified_gmt":"2026-03-23T10:47:22","slug":"outils-centraliser-support-client","status":"publish","type":"post","link":"https:\/\/www.codeur.com\/blog\/outils-centraliser-support-client\/","title":{"rendered":"Support client&nbsp;: 6 outils pour centraliser les demandes"},"content":{"rendered":"\n<p>Le service client est une des pierres angulaires de votre entreprise. Et pour le g\u00e9rer, les logiciels de support client sont des aides pr\u00e9cieuses.<\/p>\n\n\n\n<p>Il existe de nombreuses offres sur le march\u00e9 et le choix d\u2019un logiciel pour votre service client peut sembler complexe. Nous vous proposons justement d&#8217;y voir plus clair&nbsp;!<\/p>\n\n\n\n<p>Pour vous faciliter les choses, nous avons s\u00e9lectionn\u00e9 pour vous les outils les plus complets, afin d\u2019assurer le meilleur service client possible.<\/p>\n\n\n\n<blockquote class=\"entry-content sponso-alert\"><p>Certains outils dans cet article sont sponsoris\u00e9s. Ils comportent la mention \"Sponsoris\u00e9\". D\u00e9couvrez comment <a href=\"https:\/\/www.codeur.com\/boostez-votre-visibilite\" target=\"_blank\">sponsoriser votre outil<\/a>.<\/p><\/blockquote><h2 class=\"wp-block-heading sponso-label\">1. <a href=\"https:\/\/crisp.chat\/fr\/?utm_source=codeur&amp;utm_medium=referral&amp;utm_campaign=sponsored\" target=\"_blank\" rel=\"noopener sponsored\">Crisp<\/a><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/crisp.chat\/fr\/?utm_source=codeur&amp;utm_medium=referral&amp;utm_campaign=sponsored\" target=\"_blank\" rel=\"noopener sponsored\"><img decoding=\"async\" width=\"1600\" height=\"900\" src=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2024\/02\/support-centralisation-demande.png\" alt=\"\" class=\"wp-image-78796\" srcset=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2024\/02\/support-centralisation-demande.png 1600w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2024\/02\/support-centralisation-demande-300x169.png 300w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2024\/02\/support-centralisation-demande-1024x576.png 1024w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2024\/02\/support-centralisation-demande-768x432.png 768w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2024\/02\/support-centralisation-demande-1536x864.png 1536w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2024\/02\/support-centralisation-demande-60x34.png 60w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2024\/02\/support-centralisation-demande-370x208.png 370w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2024\/02\/support-centralisation-demande-270x152.png 270w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2024\/02\/support-centralisation-demande-570x321.png 570w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2024\/02\/support-centralisation-demande-740x416.png 740w\" sizes=\"(max-width: 1600px) 100vw, 1600px\" \/><\/a><\/figure><\/div>\n\n\n<p class=\"p1\"><a href=\"https:\/\/crisp.chat\/fr\/?utm_source=codeur&amp;utm_medium=referral&amp;utm_campaign=sponsored\" target=\"_blank\" rel=\"noopener sponsored\">Crisp<\/a> est un des leaders du march\u00e9 du support client dans le monde. Son gros point fort&nbsp;? La qualit\u00e9 et le nombre de fonctionnalit\u00e9s par rapport au prix pay\u00e9.<\/p>\n\n\n\n<p class=\"p1\">Le principe est simple, avec Crisp, vous pouvez centraliser jusqu\u2019\u00e0 12 canaux de communication sur une seule et m\u00eame interface, g\u00e9rer tous les messages entrant, y r\u00e9pondre et assigner automatiquement les bonnes personnes en fonction de r\u00e8gles d\u2019assignations pr\u00e9-d\u00e9finies.<\/p>\n\n\n\n<p class=\"p1\">Par exemple, vous pouvez cr\u00e9er un sc\u00e9nario qui va r\u00e9pondre automatiquement aux messages provenant de WhatsApp et ensuite assigner la conversation, de fa\u00e7on automatique, aux bonnes personnes de votre \u00e9quipe en fonction des informations r\u00e9cup\u00e9r\u00e9es par le chatbot.<\/p>\n\n\n\n<p class=\"p1\">De nombreuses autres fonctionnalit\u00e9s sont accessibles pour vous permettre d\u2019am\u00e9liorer votre support client, tels que des outils d&#8217;analyse de la performance pour permettre de comprendre l\u2019exp\u00e9rience de vos clients, un outil de cr\u00e9ation de FAQ dynamiques, ou encore des s\u00e9quences de campagnes d\u2019emailing<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"p1\">Les tarifs sont simples et abordables et fonctionnent ainsi&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Plan Gratuit pour 2 licenses<\/li>\n\n\n\n<li>Plan Pro \u00e0 25\u20ac \/ mois pour 4 licences<\/li>\n\n\n\n<li>Plan Unlimited pour 95\u20ac \/ mois pour 20 licences<\/li>\n<\/ul>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">2. Zendesk<\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" width=\"1024\" height=\"559\" src=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/zendesk-support-client-1024x559.png\" alt=\"Page d'accueil de Zendesk, solution de support client\" class=\"wp-image-77371\" srcset=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/zendesk-support-client-1024x559.png 1024w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/zendesk-support-client-300x164.png 300w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/zendesk-support-client-768x419.png 768w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/zendesk-support-client-1536x838.png 1536w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/zendesk-support-client-2048x1118.png 2048w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/zendesk-support-client-60x33.png 60w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/zendesk-support-client-370x202.png 370w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/zendesk-support-client-270x147.png 270w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/zendesk-support-client-570x311.png 570w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/zendesk-support-client-740x404.png 740w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p><br><a href=\"https:\/\/www.zendesk.fr\">Zendesk<\/a> est un des leaders du march\u00e9. Et pour cause. Son grand point fort tient en deux mots&nbsp;: Live Chat.<\/p>\n\n\n\n<p>Le principe est simple, avec Zendesk il est possible d\u2019apporter une assistance client par SMS, ou via n\u2019importe quel r\u00e9seau social. Totalement \u00e9volutif, il pourra s\u2019adapter sans peine aux r\u00e9seaux de demain, que nous ne connaissons pas encore.<\/p>\n\n\n\n<p>Ces outils permettent d\u2019avoir plus de flexibilit\u00e9 et d\u2019am\u00e9liorer l\u2019exp\u00e9rience client. En outre, ils offrent la possibilit\u00e9 d\u2019analyser et d\u2019obtenir des rapports sur un grand nombre de donn\u00e9es. Ce dernier point est \u00e9videmment crucial pour mieux conna\u00eetre les attentes de sa client\u00e8le et mettre en place des actions efficaces.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Concernant les tarifs, ils d\u00e9butent \u00e0 5\u20ac par agent et par mois et s\u2019\u00e9tendent jusqu\u2019\u00e0 199\u20ac par utilisateur et par mois.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">3. Freshdesk<\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" width=\"1024\" height=\"588\" src=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/freshdesk-support-client-1024x588.png\" alt=\"Page d'accueil de Freshdesk, outil de support client\" class=\"wp-image-77370\" srcset=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/freshdesk-support-client-1024x588.png 1024w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/freshdesk-support-client-300x172.png 300w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/freshdesk-support-client-768x441.png 768w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/freshdesk-support-client-1536x882.png 1536w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/freshdesk-support-client-60x34.png 60w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/freshdesk-support-client-370x213.png 370w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/freshdesk-support-client-270x155.png 270w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/freshdesk-support-client-570x327.png 570w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/freshdesk-support-client-740x425.png 740w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/freshdesk-support-client.png 1574w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p><br><a href=\"https:\/\/www.freshworks.com\/fr\/freshdesk\/\">Freshdesk<\/a> est un outil qui va plus loin que la gestion du service client. Il est en quelque sorte, un assistant. En effet, il int\u00e8gre une strat\u00e9gie de contrat de niveau de service. Cela vous permet de d\u00e9finir les priorit\u00e9s de votre support et de savoir s\u2019il vaut mieux que vous alliez v\u00e9rifier la messagerie Facebook, r\u00e9pondre \u00e0 une demande sur Instagram ou plut\u00f4t traiter les mails, par exemple.<\/p>\n\n\n\n<p>En pratique, vous allez simplement indiquer les canaux de support ou les niveaux d\u2019utilisateurs qui doivent obtenir une r\u00e9ponse ou acc\u00e9der au support le plus rapidement. \u00c0 savoir que plus le temps d\u2019attente est important, plus Freshdesk accorde de la valeur au ticket.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Concernant la tarification, Freshdesk d\u00e9bute avec une version gratuite aux fonctionnalit\u00e9s limit\u00e9es puis propose des plans payants allant de 15\u20ac \u00e0 109\u20ac\/mois. Notons que ces tarifs sont entendus pour une facturation annuelle.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">4. Front<\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" width=\"1024\" height=\"562\" src=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/front-support-client-1024x562.png\" alt=\"\" class=\"wp-image-77369\" srcset=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/front-support-client-1024x562.png 1024w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/front-support-client-300x165.png 300w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/front-support-client-768x422.png 768w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/front-support-client-1536x843.png 1536w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/front-support-client-60x33.png 60w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/front-support-client-370x203.png 370w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/front-support-client-270x148.png 270w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/front-support-client-570x313.png 570w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/front-support-client-740x406.png 740w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/front-support-client.png 1643w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p><br><a href=\"https:\/\/front.com\/\">Front<\/a> est un logiciel de service client particuli\u00e8rement performant pour la gestion collective des e-mails. Il permet en effet de dispatcher des centaines d\u2019e-mails entre les \u00e9quipes. Plus de transparence et moins de contraintes.<\/p>\n\n\n\n<p>Les e-mails peuvent \u00eatre trait\u00e9s par les \u00e9quipes en interne, sans besoin de transf\u00e9rer quoi que ce soit. Il est possible \u00e9galement de mettre en place des rappels pour les traiter ult\u00e9rieurement.<\/p>\n\n\n\n<p>Front propose \u00e9galement des mod\u00e8les d\u2019e-mail et m\u00eame des s\u00e9quences ainsi que des raccourcis. Autant d\u2019outils qui vont vous faire gagner beaucoup de temps.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Les tarifs de Front s\u2019\u00e9tendent de 9$ \u00e0 74$ par utilisateur et par mois.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">5. Groove<\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" width=\"1024\" height=\"608\" src=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/groove-support-client-1024x608.png\" alt=\"Page d'accueil de l'outil de support client Groove\" class=\"wp-image-77368\" srcset=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/groove-support-client-1024x608.png 1024w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/groove-support-client-300x178.png 300w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/groove-support-client-768x456.png 768w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/groove-support-client-60x36.png 60w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/groove-support-client-370x220.png 370w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/groove-support-client-270x160.png 270w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/groove-support-client-570x338.png 570w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/groove-support-client-740x439.png 740w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/groove-support-client.png 1457w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p><br><a href=\"https:\/\/www.groovehq.com\">Groove<\/a> se concentre essentiellement sur le support par mail. Il vous permet de cr\u00e9er une bo\u00eete de r\u00e9ception compl\u00e8te pour toute votre \u00e9quipe tout en laissant la possibilit\u00e9 de g\u00e9rer certains tickets depuis sa bo\u00eete personnelle.<\/p>\n\n\n\n<p>Les nouveaux tickets ou les tickets d\u00e9j\u00e0 attribu\u00e9s peuvent alors \u00eatre transf\u00e9r\u00e9s automatiquement vers un compte de messagerie sp\u00e9cifique. Cela permet de r\u00e9pondre directement ou encore de r\u00e9attribuer le ticket au besoin, tout cela de mani\u00e8re extr\u00eamement simple et intuitive.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Les tarifs s\u2019\u00e9tendent de 9$ \u00e0 29$ par mois et par utilisateur.<\/p>\n\n\n\n<p>\u00c0 lire aussi&nbsp;:&nbsp;<a href=\"https:\/\/www.codeur.com\/blog\/meilleurs-logiciels-de-ticketing\/\">Top 6 des logiciels de ticketing pour gagner en productivit\u00e9<\/a><\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">6. Salesforce<\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" width=\"1024\" height=\"423\" src=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/salesforce-support-client-1024x423.png\" alt=\"Page d'accueil de Salesforce, outil de support client\" class=\"wp-image-77367\" srcset=\"https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/salesforce-support-client-1024x423.png 1024w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/salesforce-support-client-300x124.png 300w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/salesforce-support-client-768x317.png 768w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/salesforce-support-client-1536x634.png 1536w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/salesforce-support-client-60x25.png 60w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/salesforce-support-client-370x153.png 370w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/salesforce-support-client-270x112.png 270w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/salesforce-support-client-570x235.png 570w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/salesforce-support-client-740x306.png 740w, https:\/\/www.codeur.com\/blog\/wp-content\/uploads\/2019\/11\/salesforce-support-client.png 1816w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p><br>Logiciel de r\u00e9f\u00e9rence, <a href=\"https:\/\/www.salesforce.com\/fr\/\">Salesforce<\/a> a de nombreuses fonctionnalit\u00e9s et est un v\u00e9ritable <a href=\"https:\/\/www.codeur.com\/blog\/logiciel-crm-gratuit\/\">CRM<\/a> ultra complet. En effet, il vous permet tout autant de g\u00e9rer votre service client que de centraliser toutes vos ventes ou de mettre en place des actions marketing.<\/p>\n\n\n\n<p>Tous ces outils permettent de travailler efficacement, d\u2019obtenir une vraie vision d\u2019ensemble de votre client\u00e8le et ainsi d\u2019offrir un service client optimal mais aussi de garder un \u0153il constant sur la satisfaction client.<\/p>\n\n\n\n<p>En terme de co\u00fbt, Salesforce n\u2019annonce pas de tarifs en dehors d\u2019un prix de d\u00e9part \u00e0 25\u20ac par mois et par utilisateur. Tous les plans sont \u00e9labor\u00e9s sur mesure, en fonction des besoins et de la taille de votre entreprise.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Comment choisir le bon outil pour votre support client&nbsp;?<\/h2>\n\n\n\n<p>S\u00e9lectionnez l&#8217;outil qui propose les outils de support client dont vous avez besoin. Beaucoup d&#8217;outils proposent un CRM int\u00e9gr\u00e9, un live chat \u00e0 int\u00e9grer sur votre site et bien d&#8217;autres fonctionnalit\u00e9s. Veillez \u00e0 payer pour un logiciel dont vous avez une utilit\u00e9 \u00e0 100%.<\/p>\n\n\n\n<p>Si vous souhaitez migrer de logiciel ou mettre en place un nouvel outil pour g\u00e9rer votre support client, n&#8217;h\u00e9sitez pas \u00e0 vous faire accompagner par un <a href=\"https:\/\/www.codeur.com\/\">freelance<\/a>.<\/p>\n\n\n\n<p>Pour \u00e9toffer vos \u00e9quipes, vous pouvez \u00e9galement trouver sur Codeur.com des dizaines d&#8217;<a href=\"https:\/\/www.codeur.com\/assistant\/virtuel\/tarif\">assistants virtuels<\/a> freelances disponibles pour vous aider dans le traitement de votre support client.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le service client est une des pierres angulaires de votre entreprise. Et pour le g\u00e9rer, les logiciels de support client sont des aides pr\u00e9cieuses. Il existe de nombreuses offres sur le march\u00e9 et le choix d\u2019un logiciel pour votre service client peut sembler complexe. Nous vous proposons justement d&#8217;y voir plus clair&nbsp;! Pour vous faciliter [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":77373,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[78],"tags":[80,13],"class_list":["post-34890","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-productivite","tag-outils","tag-sponso"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Support client : 6 outils pour centraliser les demandes<\/title>\n<meta name=\"description\" content=\"Le service client est une des pierres angulaires de votre entreprise. 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