{"id":18252,"date":"2023-11-08T09:42:23","date_gmt":"2023-11-08T09:42:23","guid":{"rendered":"https:\/\/ergocentre.fr\/?post_type=blog&#038;p=18252"},"modified":"2024-03-20T16:07:11","modified_gmt":"2024-03-20T16:07:11","slug":"optimiser-la-satisfaction-client-dun-webshop","status":"publish","type":"blog","link":"https:\/\/ergocentre.fr\/en\/blog\/optimiser-la-satisfaction-client-dun-webshop\/","title":{"rendered":"Optimiser la satisfaction client d&rsquo;un webshop"},"content":{"rendered":"\n<p class=\"has-body-1-font-size\"><strong>Dans le cadre de notre collaboration avec <a href=\"https:\/\/nekoe.fr\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vert-color\">Neko\u00e9<\/mark><\/a>, ce projet vise \u00e0 optimiser l&rsquo;acceptabilit\u00e9 d&rsquo;un<\/strong> <strong>webshop de pi\u00e8ces d\u00e9tach\u00e9es de machines de fabrication de cartes magn\u00e9tiques, en mettant l&rsquo;accent sur l&rsquo;am\u00e9lioration de la satisfaction client.<\/strong><\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-rouge-color has-rouge-4-background-color has-text-color has-background\" style=\"font-size:26px\"><strong>Contexte et objectif&nbsp;<\/strong><\/h2>\n\n\n\n<p class=\"has-body-1-font-size\">L&rsquo;entreprise <a title=\"STS\" href=\"https:\/\/www.stservices.fr\" target=\"_blank\" rel=\"noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vert-color\">STS<\/mark><\/a>, qui vend des pi\u00e8ces d\u00e9tach\u00e9es de machines pour la cr\u00e9ation de cartes magn\u00e9tiques, souhaite simplifier son activit\u00e9 en adoptant un webshop (syst\u00e8me d&rsquo;achat en ligne).<\/p>\n\n\n\n<p class=\"has-body-1-font-size\">Ainsi, notre question est de savoir si ce webshop va \u00eatre accept\u00e9 par les clients fran\u00e7ais et internationaux de <a title=\"STS\" href=\"https:\/\/www.stservices.fr\" target=\"_blank\" rel=\"noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vert-color\">STS<\/mark><\/a>.&nbsp;<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-rouge-color has-rouge-4-background-color has-text-color has-background\" style=\"font-size:26px\"><strong>Notre m\u00e9thode<\/strong> pour optimiser la satisfaction client du webshop<\/h2>\n\n\n\n<p class=\"has-body-1-font-size\">Afin de <a href=\"https:\/\/ergocentre.fr\/blog\/filtres\/themes\/ecouter\">recueillir des donn\u00e9es<\/a> subjectives des clients, nous avons effectu\u00e9 des entretiens semi-dirig\u00e9s avec chacun d\u2019entre eux.<\/p>\n\n\n\n<p class=\"has-body-1-font-size\">Ainsi, le but est de recueillir dans les d\u00e9tails les intentions d\u2019usage, l\u2019utilit\u00e9, les irritants et le parcours dans le moindre d\u00e9tail de l\u2019utilisation de ce nouveau webshop.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-body-1-font-size\">Nous avons divis\u00e9 ces entretiens en 3 parties&nbsp;:&nbsp;<\/p>\n\n\n\n<p class=\"has-body-1-font-size\">\u2794 Qui est le client<\/p>\n\n\n\n<p class=\"has-body-1-font-size\">\u2794 Quelle est sa relation actuelle avec STS<\/p>\n\n\n\n<p class=\"has-body-1-font-size\">\u2794 Le webshop et son acceptabilit\u00e9<\/p>\n\n\n\n<div style=\"height:9px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-rouge-color has-rouge-4-background-color has-text-color has-background\" style=\"font-size:26px\"><strong>R\u00e9sultats&nbsp;<\/strong><\/h2>\n\n\n\n<p class=\"has-body-1-font-size\">L&rsquo;analyse des entretiens a permis de cr\u00e9er deux personae, chacun ayant ses sp\u00e9cificit\u00e9s dans sa relation avec STS et dans ses volont\u00e9s vis-\u00e0-vis du Webshop.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/lh7-us.googleusercontent.com\/q-kW0qXNxYM4J_JD0a_A3XoKey1K4meqavBYLfne1Z43eDEpg0r_986HqLW4Hn3x1Bqfdq5oIxdMM2BChMJ6j44uHGrSmMBAuFRkaZ3vzct9sX1xlW6o6Tt969g8d45S9jD_wLicDnrYV3kuvBrtMRY\" alt=\"Persona 1: Est satisfait de l'existant, mais est pour l'innovation, pour faciliter la commande et raccourcir les d\u00e9lais\n\nConnait STS depuis longtemps (longue relation, 10 ans et +)\nClients europ\u00e9ens (Fran\u00e7ais et \u00e9trangers)\nPoss\u00e8de peu de MRP prises en charge par STS\nN'a pas de contrat avec STS\n\nA de bonnes relations avec STS actuellement&nbsp;: &quot;Je dirais que globalement \u00e7a se passe tr\u00e8s bien.&quot;\n\nEst int\u00e9ress\u00e9 par le webshop (sauf le paiement en ligne): &quot; In the case\nthe delivery time is shorter, no problem for that. &quot;\n\nN'est pas int\u00e9ress\u00e9 par la sous traitance\nA quelques probl\u00e8mes sur les d\u00e9lais de r\u00e9ception des pi\u00e8ces d\u00e9tach\u00e9es parfois\" width=\"800\" height=\"450\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/lh7-us.googleusercontent.com\/_SyrMNYSVdRWprbHmqAjwr8SNXSRy_RZPPX524P07DXJyXO7xvckOuQiykCTM3hWyItXN4LlzHqa3hloi8XNAKroEAY4fU3lNW_VWwNTjtxpDksSbVOacFVSgmoDvFFIECAh6Jt7yVtc6-8WIq07SC8\" alt=\"Persona 2: Est satisfaite de l'existant, a peur que des nouveaux services compliquent la relation inutilement\n\nClients fran\u00e7ais\nA peu de MPR avec STS \n\nA de bonnes relations avec STS actuellement &quot; Comme nous\nnous connaissons depuis des ann\u00e9es, nous avons une tr\u00e8s bonne relation, nous nous entendons tr\u00e8s bien donc nous n'avons aucun souci avec eux.&quot;\n\nN'est pas int\u00e9ress\u00e9e par le webshop (m\u00eame par le paiement en ligne)\nN'est pas int\u00e9ress\u00e9e par la sous-traitance: &quot; Pour pallier aux pics, les deux (machines) sont toujours suffisantes. On peut mettre en place des horaires d\u00e9cal\u00e9es et on peut \u00e9tendre la plage de production puisqu'aujourd'hui on fonctionne avec les horaires bureau.&quot;\" width=\"800\" height=\"450\"\/><\/figure>\n\n\n\n<p class=\"has-body-1-font-size\">* MRP = l&rsquo;une des machines qui contribue \u00e0 fabriquer les cartes magn\u00e9tiques.<\/p>\n\n\n\n<div style=\"height:2px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/lh7-us.googleusercontent.com\/pu2o2Jb1LVU0_v1hkphgnltfJGdHLHbDID40PCwEWEtwntrecGAt9ZEEqMkwIKciDP8cQLx0d3l2n1bCHb9h0BaAia3l_eNznFZkgEeu4tA2D4_MKip54TaSEz3RG9Yf7Qu69XWFF5DWF9nsCPiVId4\" alt=\"\u00c9chelle de profilage en fonction du Persona 1 et du Persona 2\n\noptimiser la satisfaction client d'un webshop\" width=\"800\" height=\"450\"\/><\/figure>\n\n\n\n<div style=\"height:2px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-body-2-font-size\">Mais \u00e9galement de r\u00e9aliser un parcours utilisateur&nbsp;:&nbsp;<\/p>\n\n\n\n<div style=\"height:3px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image is-resized is-style-default\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/lh7-us.googleusercontent.com\/5uXTlClimBJLOzVNKeCqeLBDyAVVIhTx5xJt8JZUxQwMyGBkw4ELjkqrMrGwG_Ai1rDUsPtxgJ2Mk5i9rRVX1l20HFDMlzkVRbUehnBtOGJlXfUEJQILGzEeERkvetVQJItSGuJo8vAPWe-ak31ujkU\" alt=\"Parcours des persona: identiques pour le Persona 1 et le Persona 2\n\noptimiser la satisfaction client d'un webshop\" width=\"800\" height=\"450\"\/><\/figure>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-body-1-font-size\">L&rsquo;une de nos d\u00e9couvertes cl\u00e9s est qu&rsquo;<strong>1 persona sur 2<\/strong> est pr\u00eat \u00e0 adopter le webshop de STS. <\/p>\n\n\n\n<p class=\"has-body-1-font-size\">Nous avons not\u00e9 que pour ces clients, certaines fonctionnalit\u00e9s sont cruciales&nbsp;:<\/p>\n\n\n\n<p class=\"has-body-1-font-size\">\u2794 Affichage du prix&nbsp;<\/p>\n\n\n\n<p class=\"has-body-1-font-size\">\u2794 Visualisation des stocks&nbsp;<\/p>\n\n\n\n<p class=\"has-body-1-font-size\">\u2794 D\u00e9lai de livraison<\/p>\n\n\n\n<p class=\"has-body-1-font-size\">\u2794 Suivi de commande<\/p>\n\n\n\n<p class=\"has-body-1-font-size\">Il convient de noter qu&rsquo;ils \u00e9vitent le paiement en ligne car ils le trouvent peu pratique.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-body-1-font-size\">Cependant, une question majeure subsiste&nbsp;:<strong> Comment garantir que les clients commanderont la bonne pi\u00e8ce d\u00e9tach\u00e9e&nbsp;?<\/strong> <\/p>\n\n\n\n<p class=\"has-body-1-font-size\">Auparavant, ils pouvaient obtenir un diagnostic par t\u00e9l\u00e9phone aupr\u00e8s des experts de <a title=\"STS\" href=\"https:\/\/www.stservices.fr\" target=\"_blank\" rel=\"noopener\">STS<\/a>, mais avec le webshop, un syst\u00e8me de d\u00e9tection de probl\u00e8mes devra \u00eatre mis en place pour guider les clients vers les produits appropri\u00e9s. <\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-body-1-font-size\">Afin d&rsquo;optimiser la satisfaction client sur le webshop STS, nous avons accord\u00e9 une attention particuli\u00e8re aux besoins sp\u00e9cifiques de chaque type de client, et nous nous sommes assur\u00e9s que les clients puissent ais\u00e9ment rep\u00e9rer et commander les pi\u00e8ces n\u00e9cessaires.<\/p>","protected":false},"excerpt":{"rendered":"<p>\u00c9tude sur l&rsquo;acceptabilit\u00e9 d&rsquo;un webshop de pi\u00e8ces d\u00e9tach\u00e9es par ses usagers.<\/p>","protected":false},"featured_media":18266,"template":"","meta":{"om_disable_all_campaigns":false,"_mi_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0},"blog-type":[30],"blog-theme":[38,40,36],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - 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