{"id":7861523,"date":"2020-11-02T10:18:07","date_gmt":"2020-11-02T10:18:07","guid":{"rendered":"https:\/\/old2.wildix.com\/case_study\/nital\/"},"modified":"2021-04-07T09:13:19","modified_gmt":"2021-04-07T09:13:19","slug":"nital","status":"publish","type":"case_study","link":"https:\/\/old.wildix.com\/fr\/case-study\/nital\/","title":{"rendered":"Nital"},"content":{"rendered":"
[vc_row][vc_column width=\u00a0\u00bb1\/2″][mk_image src=\u00a0\u00bbhttps:\/\/old.wildix.com\/wp-content\/uploads\/2018\/06\/logo-nital-vip.jpg\u00a0\u00bb image_size=\u00a0\u00bbfull\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb margin_bottom=\u00a0\u00bb30″][vc_column_text css=\u00a0\u00bb.vc_custom_1530002417872{margin-bottom: 0px !important;}\u00a0\u00bb]Nital S.p.A.<\/strong>\u00a0introduit le \u201csmart assistant\u201d, pour une r\u00e9duction du temps d\u2019attente consid\u00e9rable et ajoute le tchat en ligne sur ses portails WildixWebRTC Kite.<\/p>\n

L\u2019objectif annonc\u00e9 par Michele Difrancesco, Digital Marketing & CRM Manager de Nital S.p.A, \u00e9tait d\u2019introduire un service, en franche corr\u00e9lation avec l\u2019utilisation croissante du web dans le processus d\u2019achat.<\/p>\n

Nital est le distributeur officiel d\u2019importantes marques du secteur technologique en Italie, y compris\u00a0Nikon<\/strong>\u00a0(les appareils photo de renomm\u00e9e mondiale),\u00a0le iRobot<\/strong>\u00a0(le robot original qui nettoie les maisons de milliers de personnes).<\/p>\n

Difrancesco<\/strong>\u00a0convoque son int\u00e9grateur syst\u00e8me de confiance pour trouver une solution qui r\u00e9ponde \u00e0 ses besoins, lequel lui propose les services avanc\u00e9s de la solution Wildix.<\/p>\n

Le service clients de l\u2019entreprise g\u00e8re des milliers de contacts entrants chaque mois, auxquels nous proposons des conseils sur les produits distribu\u00e9s que nous g\u00e9rons.<\/p>\n

La distribution de produits est tr\u00e8s diff\u00e9rente sur le territoire italien car elle varie en fonction du secteur dans lequel \u00e9volue notre client. C\u2019est pourquoi, il nous faut installer des lignes d\u00e9di\u00e9es aux marques, avec un personnel et des horaires adapt\u00e9s.<\/p>\n

L\u2019introduction de la solution Wildix a permis aux op\u00e9rateurs de reconna\u00eetre les interlocuteurs pr\u00e9sents dans la base de donn\u00e9es principale avant m\u00eame qu\u2019ils ne se pr\u00e9sentent, r\u00e9duisant efficacement le temps de gestion du client et en am\u00e9liorant la perception du service. Mais au-del\u00e0 des capacit\u00e9s du CTI, la soci\u00e9t\u00e9 a augment\u00e9 les opportunit\u00e9s de contacts avec ses clients.<\/p>\n

NikonStore.it<\/a>\u00a0et\u00a0iRobotStore.it<\/a>\u00a0offrent, gr\u00e2ce \u00e0 l\u2019introduction de KITE, un service CHAT LIVE, une activit\u00e9 qui s\u2019est r\u00e9v\u00e9l\u00e9e tr\u00e8s efficace et tr\u00e8s appr\u00e9ci\u00e9e des visiteurs.[\/vc_column_text][mk_image src=\u00a0\u00bbhttps:\/\/old.wildix.com\/wp-content\/uploads\/2018\/06\/nikon-irobot.jpg\u00a0\u00bb image_size=\u00a0\u00bbfull\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb margin_bottom=\u00a0\u00bb30″][vc_column_text css=\u00a0\u00bb.vc_custom_1530002442549{margin-bottom: 0px !important;}\u00a0\u00bb]\u201c L\u2019ajout d\u2019un tchat en ligne sur nos portails a all\u00e9g\u00e9 la charge des appels t\u00e9l\u00e9phoniques, r\u00e9duit le temps d\u2019attente pour nos clients et am\u00e9lior\u00e9 l\u2019accompagnement dans le processus d\u2019achat sur nos sites de e-commerce. Gr\u00e2ce \u00e0 la simplicit\u00e9 d\u2019acc\u00e8s du syst\u00e8me de communication Wildix sur ordinateur, nous avons pu prolonger les heures d\u2019ouverture de notre service client\u00e8le jusqu\u2019\u00e0 20h30, notamment d\u00fbe \u00e0 une meilleure r\u00e9partition des plages horaires mais surtout gr\u00e2ce aux BYOD, soit la possibilit\u00e9 aux op\u00e9rateurs de g\u00e9rer l\u2019assistance depuis leur ordinateur et donc \u00e0 domicile \u201c.[\/vc_column_text][mk_image src=\u00a0\u00bbhttps:\/\/old.wildix.com\/wp-content\/uploads\/2018\/06\/top-bg-home.jpg\u00a0\u00bb image_size=\u00a0\u00bbfull\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb margin_bottom=\u00a0\u00bb30″][\/vc_column][vc_column width=\u00a0\u00bb1\/2″][vc_icon icon_fontawesome=\u00a0\u00bbfa fa-quote-left\u00a0\u00bb color=\u00a0\u00bbcustom\u00a0\u00bb size=\u00a0\u00bblg\u00a0\u00bb custom_color=\u00a0\u00bb#003366″ css=\u00a0\u00bb.vc_custom_1529958137798{margin-bottom: 0px !important;margin-left: 0px !important;border-bottom-width: 0px !important;border-left-width: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;}\u00a0\u00bb][vc_column_text css=\u00a0\u00bb.vc_custom_1530002385676{margin-bottom: 0px !important;margin-left: 2% !important;}\u00a0\u00bb]L\u2019INT\u00c9GRATEUR SYST\u00c8ME A JOU\u00c9 UN R\u00d4LE IMPORTANT DANS LE CHOIX DU NOUVEAU SYST\u00c8ME DE COMMUNICATION, ET LA FA\u00c7ON DONT A \u00c9T\u00c9 PR\u00c9SENT\u00c9 KITE, LE SERVICE DE TCHAT ET D\u2019APPELS EN LIGNE INT\u00c9GR\u00c9 AU SITE WEB, NOUS A TR\u00c8S VITE CONVAINCUS[\/vc_column_text][vc_icon icon_fontawesome=\u00a0\u00bbfa fa-quote-left\u00a0\u00bb color=\u00a0\u00bbcustom\u00a0\u00bb size=\u00a0\u00bblg\u00a0\u00bb custom_color=\u00a0\u00bb#003366″ css=\u00a0\u00bb.vc_custom_1529958137798{margin-bottom: 0px !important;margin-left: 0px !important;border-bottom-width: 0px !important;border-left-width: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;}\u00a0\u00bb][vc_column_text css=\u00a0\u00bb.vc_custom_1530002452326{margin-bottom: 0px !important;margin-left: 2% !important;}\u00a0\u00bb]NE PAS D\u00c9CEVOIR LES ATTENTES DE SES CLIENTS EST ESSENTIEL. AUJOURD\u2019HUI, L\u2019ADOPTION D\u2019OUTILS DE COMMUNICATIONS UNIFI\u00c9ES NOUS PERMET D\u2019INTERAGIR D\u2019UNE AUTRE MANI\u00c8RE, DE PERSONNALISER NOS \u00c9CHANGES[\/vc_column_text][vc_column_text align=\u00a0\u00bbright\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1592397404730{margin-bottom: 0px !important;}\u00a0\u00bb]\n

Michele Difrancesco
\nDigital Marketing & CRM Manager de
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