{"id":45465,"date":"2022-07-22T14:47:05","date_gmt":"2022-07-22T19:47:05","guid":{"rendered":"https:\/\/www.shipstation.com\/?p=45465"},"modified":"2022-09-13T15:59:39","modified_gmt":"2022-09-13T20:59:39","slug":"communication-client-jouez-la-transparence","status":"publish","type":"post","link":"https:\/\/www.shipstation.com\/blog\/communication-client-jouez-la-transparence\/","title":{"rendered":"<strong>Communication client&nbsp;: jouez la transparence<\/strong>"},"content":{"rendered":"\n<p>La communication avec la client\u00e8le est un d\u00e9fi de taille pour tous les e-commerces. Votre objectif est de mettre \u00e0 la disposition de vos clientes et clients toutes les informations qu\u2019ils souhaitent conna\u00eetre. Optez pour la transparence&nbsp;: ne cachez rien sur votre boutique en ligne. Cet axe strat\u00e9gique majeur vous permettra de vous forger une r\u00e9putation saine et solide en d\u00e9veloppant une relation de confiance. Donnez-vous les moyens de cette transparence. D\u00e9couvrez comment fid\u00e9liser votre client\u00e8le et booster vos ventes&nbsp;!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Communiquer avec vos clients, \u00e9tape par \u00e9tape<\/h2>\n\n\n\n<p>Comme lors d\u2019une vente physique, la vente en ligne suit un processus bien pr\u00e9cis. Seulement, plut\u00f4t que d\u2019\u00eatre face \u00e0 votre client\u00e8le pour r\u00e9pondre \u00e0 ses interrogations, vous devrez lui fournir toutes les r\u00e9ponses de fa\u00e7on proactive. Gardez \u00e0 l\u2019esprit que la moindre incertitude pourrait pousser votre client ou cliente \u00e0 abandonner son panier et quitter votre boutique. Prenez chaque \u00e9tape dans l\u2019ordre et demandez-vous comment garantir une transparence optimale \u00e0 votre communication client.<\/p>\n\n\n\n<p><strong>1. La pr\u00e9sentation de vos produits<\/strong><\/p>\n\n\n\n<p>Commander un produit pour finalement s\u2019apercevoir qu\u2019il ne correspond pas aux attentes compte parmi les mauvaises exp\u00e9riences \u00e0 \u00e9viter imp\u00e9rativement. Vous ne perdrez pas seulement la confiance des acheteurs directement concern\u00e9s&nbsp;: vous risquez aussi de voir fleurir les avis n\u00e9gatifs sur vos produits, qui d\u00e9courageront les futures acquisitions. Sans oublier une multiplication des demandes de retour. Pour \u00e9viter tout cela, fournissez des descriptions claires et compl\u00e8tes de vos produits. Signalez le plus rapidement possible les produits en rupture de stock. Si votre visiteur ne s\u2019en aper\u00e7oit qu\u2019apr\u00e8s avoir entam\u00e9 le processus de commande, vous devrez subir les cons\u00e9quences de sa frustration.<\/p>\n\n\n\n<p>Communication client&nbsp;: transparence sur les produits<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Fournissez des images, de pr\u00e9f\u00e9rence plusieurs photos sous diff\u00e9rents angles. Si pouvez enregistrer des vid\u00e9os, c\u2019est encore mieux.<\/li><li>Adoptez la r\u00e9alit\u00e9 augment\u00e9e. Ce levier marketing a \u00e9t\u00e9 d\u00e9mocratis\u00e9 par le smartphone et est tr\u00e8s appr\u00e9ci\u00e9 par les consommateurs.<\/li><li>Signalez les produits en rupture de stock.<\/li><\/ul>\n\n\n\n<p><strong>2. Une tarification lisible<\/strong><\/p>\n\n\n\n<p>Lorsque vous affichez vos prix, incluez imp\u00e9rativement tous les co\u00fbts suppl\u00e9mentaires susceptibles d\u2019\u00eatre associ\u00e9s \u00e0 vos produits et vos services.<\/p>\n\n\n\n<p>Communication client&nbsp;: transparence sur les prix<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Incluez les frais suppl\u00e9mentaires (exp\u00e9dition, manutention, taxes) dans le prix affich\u00e9.<\/li><li>Indiquez clairement les tarifs promotionnels (soldes, remises d\u2019achat group\u00e9, etc.).<\/li><li>Si le prix d\u2019un produit a baiss\u00e9 r\u00e9cemment, mentionnez-le&nbsp;; par exemple, en barrant l\u2019ancien prix et en mettant le nouveau en \u00e9vidence.<\/li><\/ul>\n\n\n\n<p><strong>3. Les options de paiement<\/strong><\/p>\n\n\n\n<p>Les modes de paiement rev\u00eatent une importance particuli\u00e8re pour la confiance. D\u00e9taillez les options disponibles, surtout si vous vendez \u00e0 l\u2019international. Les consommateurs qui ach\u00e8tent sur un site bas\u00e9 hors de leur pays seront rassur\u00e9s d\u2019apercevoir rapidement des modes de paiement familiers et des prix dans leur devise.<\/p>\n\n\n\n<p>Communication client&nbsp;: transparence sur le paiement<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Listez tous les modes de paiement accept\u00e9s de mani\u00e8re claire et d\u00e9taill\u00e9e.<\/li><li>Affichez les prix dans la devise locale.<\/li><li>Adaptez vos options de paiement aux usages et pr\u00e9f\u00e9rences r\u00e9gionales de votre client\u00e8le.<\/li><\/ul>\n\n\n\n<p><strong>4. L\u2019exp\u00e9dition et la livraison<\/strong><\/p>\n\n\n\n<p>Si vous appliquez nos conseils pr\u00e9c\u00e9dents, vous devriez constater une r\u00e9duction des abandons de panier et une hausse du taux de conversion. Mais vos efforts de communication avec la client\u00e8le ne devraient pas s\u2019arr\u00eater l\u00e0. Continuez d\u2019assurer une transparence maximale en faisant preuve d\u2019une clart\u00e9 exemplaire sur vos tarifs et d\u00e9lais de livraison.<\/p>\n\n\n\n<p>Communication client&nbsp;: transparence sur la livraison<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>L\u2019id\u00e9al est d\u2019afficher le prix de livraison directement sur la page du produit. Cela \u00e9vite les mauvaises surprises en fin de parcours, et les abandons de commande qui vont de pair.<\/li><li>Si vous proposez la livraison gratuite pass\u00e9 un certain montant d\u2019achat, affichez ce seuil clairement et le plus t\u00f4t possible dans le processus de vente.<\/li><li>Diversifiez et d\u00e9taillez les options de livraison.<\/li><li>Fournissez un maximum d\u2019informations de suivi. Vos clients et clientes veulent r\u00e9guli\u00e8rement savoir o\u00f9 en est leur commande. En cas de retard ou de probl\u00e8me, communiquez imm\u00e9diatement.<\/li><\/ul>\n\n\n\n<p><strong>5. Les retours<\/strong><\/p>\n\n\n\n<p>Vous souhaiterez naturellement \u00e9viter les retours, mais il reste indispensable d\u2019informer votre client\u00e8le \u00e0 ce sujet. Cela lui permet d\u2019avoir l\u2019esprit tranquille lors de sa commande, et cette s\u00e9r\u00e9nit\u00e9 se traduit par davantage de commandes valid\u00e9es.<\/p>\n\n\n\n<p>Communication client&nbsp;: transparence sur les retours<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Communiquez les plages de retour exactes (g\u00e9n\u00e9ralement sous 14, 30 ou 60&nbsp;jours).<\/li><li>Pr\u00e9cisez si les retours sont gratuits, partiellement ou totalement payants.<\/li><li>Indiquez le d\u00e9lai et les conditions de remboursement.<\/li><li>Signalez si les retours d\u2019articles sont compens\u00e9s par un avoir plut\u00f4t qu\u2019un remboursement.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><em>En bref<\/em><\/h2>\n\n\n\n<p>La communication client est indispensable pour \u00e9tablir une relation de confiance. Assurez, rassurez et faites preuves de transparence. Vous permettrez \u00e0 votre client\u00e8le d\u2019aborder votre site de fa\u00e7on d\u00e9tendue, ce qui la rendra plus encline \u00e0 finaliser sa commande. Ce moteur de conversion favorise \u00e9galement la fid\u00e9lisation de vos visiteurs. Besoin d\u2019un coup de main&nbsp;? N\u2019h\u00e9sitez pas \u00e0 vous faire aider pour communiquer efficacement, notamment en ce qui concerne la livraison. Les experts de <a href=\"https:\/\/hubs.la\/Q01dqLKC0\" target=\"_blank\" rel=\"noreferrer noopener\">ShipStation<\/a> vous offrent leur suivi professionnel, avec de nombreux conseils et solutions pour vous faire gagner en transparence&nbsp;!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La communication avec la client\u00e8le est un d\u00e9fi de taille pour tous les e-commerces. Votre objectif est de mettre \u00e0 la disposition de vos clientes et clients toutes les informations qu\u2019ils souhaitent conna\u00eetre. Optez pour la transparence&nbsp;: ne cachez rien sur votre boutique en ligne. Cet axe strat\u00e9gique majeur vous permettra de vous forger une [&hellip;]<\/p>\n","protected":false},"author":77,"featured_media":44464,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[42],"tags":[],"class_list":["post-45465","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-shipping-basics"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.1 (Yoast SEO v25.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Communication client&nbsp;: jouez la transparence - ShipStation<\/title>\n<meta name=\"description\" content=\"Vos clients n\u2019aiment pas rester dans l\u2019incertitude. 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