Internaliser et industrialiser ses études de satisfaction digitales - Qualtrics + SFR
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Découvrez comment la direction des études SFR a repensé son dispositif d'enquêtes de satisfaction digitales via les outils Qualtrics. Problématiques, attentes et cas pratique. Pourquoi ne pas rater ce Webinar ? Une occasion unique de découvrir la plateforme Qualtrics en action dans un environnement complexe comme celui de SFR Numéricable. Une impression réelle de I'indépendance et de l'agilité offerte par Qualtrics notamment vis à vis des équipes informatiques. Un excellent exemple de la façon dont Qualtrics a l'habitude d'accompagner et supporter ses clients tout au long de la mise en oeuvre.
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Internaliser et industrialiser ses études de satisfaction digitales - Qualtrics + SFR
- 1. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR + SFR Mieux comprendre vos visiteurs Optimiser leurs parcours Améliorer satisfaction & conversion
- 2. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Agenda ©2015 QUALTRICS LLC. 1. Qualtrics Objectifs, pratiques & attentes de nos clients Notre vision, notre technologie & notre valeur 2. SFR Numericable Situation & objectifs en termes d’études web Utilisation de Qualtrics : Pourquoi ? Comment ?
- 3. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Introduction ©2015 QUALTRICS LLC. StéphanieBenekian, Responsableétudes SFR LaurentCelhay, AccountExecutive Qualtrics
- 4. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Ce que veulent nos clients ©2015 QUALTRICS LLC. Connaissance Expérience Satisfaction Conversion Fidélisation
- 5. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Ce que font nos clients ©2015 QUALTRICS LLC. Web Analytics + Qualtrics Insights Comprendre le Pourquoi
- 6. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Insight Client Programme de Voix du Client Etudes de Satisfaction Client Sustèmes Net Promoter Score Feedback sur l’Expérience Web Insight Collaborateur Feedback Employé 360 Etudes d’Engagement Employé Etudes de Satisfaction Employé Exit Interviews Insight Marché Test de Pubing Test de Concept Etudes de Marché Etudes Academiques Toute votre Insight dans une seule place La Plateforme Qualtrics
- 7. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Qualtrics Site Intercept Pourquoi mieux écouter vos visiteurs web ? Pourquoi nos visiteurs se comportent-il ainsi ? Qu’est ce que nos visiteurs pensent de notre nouvel espace client ? Quelles suggestions nos visiteurs peuvent nous faire pour améliorer notre site web ? 1. Capturer une Insight précieuse auprès de leurs internautes 2. Utiliser cette Insight pour améliorer leur expérience digitale 3. Améliorer leurs parcours pour améliorer satisfaction et conversion
- 8. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR La vision de Qualtrics ©2015 QUALTRICS LLC. Cibler Écouter Analyser Impacter
- 9. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR La différence Qualtrics ©2015 QUALTRICS LLC. FLEXIBILITÉ — Plus d’options pour engager vos visiteurs web sur chaque touchpoint CIBLAGE — Engager les visiteurs de votre choix quand vous le souhaitez CONTROL — Lancer vos projets et faites les évoluer sans l’informatique ou leur accord IMAGE — Utiliser votre Image et respecter l’harmonie visuelle de votre site web FOCUS — Obtenir les réponses aux questions qui vous importent FACILE À UTILISER — Interface intuitive simple & hautement sophistiquée ETUDES COMPLEXES — Des fonctionnalités d’études supérieures à la concurrence
- 10. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Cas d’utilisation ©2015 QUALTRICS LLC. Identification de Leads Abandon de Paniers Test d’Ergonomie Etudes de Marché Efficacité Publicitaire Sortie de site Feedback sur une nouvelle page Feedback sur l’ensemble du site Web Guidance dynamique Améliorer Customer Experience
- 11. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Ce que permet Qualtrics ©2015 QUALTRICS LLC. Connaissance Expérience Satisfaction Conversion Fidélisation
- 12. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR L’avis de nos clients ©2015 QUALTRICS LLC. Gain de temps significatifs Contrôle Métier complet sur l’ensemble des projets Meilleure CX digitale par l’utilisation de la Voix de vos internautes Optimisation des parcours clients sur l’ensemble de vos plateformes Amélioration de la conversion et de la fidélisation pour un ROI évident
- 13. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR 13 Internaliser et industrialiser ses études de satisfaction digitales
- 14. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR 14 Ecosystème web SFR
- 15. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR 15 Des problématiques différentes sur chaque univers @ Satisfaction / parcours Raisons d’abandon Motif de visite et satisfaction / traitement de la demande Satisfaction / service
- 16. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR 16 Mesurer la satisfaction client à chaud pour pouvoir ajuster les plans d’actions digitaux
- 17. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR 17 Prérequis de l’outil recherché : Robuste Fiable Peu intrusif Automatique Flexible Indépendant Facile à utiliser
- 18. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR 18 Solution retenue
- 19. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR 19 Proposition outil Qualtrics Robuste Fiable Peu intrusif Automatique Flexible Indépendant Facile à utiliser
- 20. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR 20 Use cases Intégration des données Adobe Quick Test quanti
- 21. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR 21 Intégration des données Adobe
- 22. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR 22 Intégration des données Adobe pour affiner la lecture des résultats par cible url x ADOBE = Embedded DATA URL unique de confirmation de commande Variable ADOBE (evar, prop ….) Personnalisation questionnaire Mise en place de quotas / représentativité Identification des cibles en reporting
- 23. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Quick test Quanti - Messagerie Une pop over s’affiche au bout de 15 secondes
- 24. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Quick test Quanti - Messagerie Après OK client, l’enquête s’ouvre dans une nouvelle fenêtre
- 25. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Quick test Quanti - Messagerie Brief Paramétrage Questionnaire Terrain Livraison Analyse 1j 3j10j Une question simple Une prise de décision ultra rapide Action : modification des maquettes pour tests utilisateurs 1j
- 26. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR Et demain ? Sortie de site sur intercepts multiples Significativité statistique des écarts Pour permettre au dispositif de tourner à plein régime sur tous les univers @ SFR et RED by SFR
- 27. INTERNE SFR - DOCUMENT PROPRIÉTÉ DE SFR + SFR Des Questions ?
Notes de l'éditeur
- Client name is editable. Please update accordingly.
- We started in a basement with the goal of making sophisticated research simple. While we now do so much more, our mission remains the same—make it drop-dead simple to monitor and improve the vital signs of all business: happy customers, engaged employees, and growing markets.
- We started in a basement with the goal of making sophisticated research simple. While we now do so much more, our mission remains the same—make it drop-dead simple to monitor and improve the vital signs of all business: happy customers, engaged employees, and growing markets.
- Ten years ago, Qualtrics believed that it could revolutionize the way people did market research. Our goal was to make sophisticated research simple so that it was easy enough for an intern, but sophisticated enough for a PhD. We wanted to give control to the user so people could field their own studies. Our first-of-it’s-kind, point-and-click, user driven interface made it easier, faster, and more affordable for organizations to do professional research. From the beginning, industry pundits called us crazy. They said market research was too big, too important, and too complicated to give control to the user. 8,000 brands later, however, Qualtrics has disrupted the research industry and now, all the best brands run on Qualtrics, including ⅔ of the fortune 100. Some companies focus on building out people-intensive consulting practices. This is often the case with inferior technology that have major product/usage gaps. Bad technology requires people (consultants/engineers) to support it. Qualtrics’ goal is to provide world-class technology that automates complex processes and makes “doing it yourself” accessible to everyone. With Qualtrics, you’ll never need to outsource any part of your customer experience. Our software puts you in control. By focusing on the technology, our customers benefit from always being on the latest and greatest software. Each night, we push the best code out to each customer account so that they’re getting continual updates and improvements. Because we’re focused on technology, we can innovate faster than our people-intensive competitors and our customers will always be on the best platform available. Finally, instead of big upfront commitments, we let customers start small and grow. Our products are built to support every stage of CX program maturity, from foundational to state-of-the-art. We are so confident in your ability to be successful on our software, that we don’t require huge, upfront commitments that make switching costs prohibitively expensive. We believe in winning your business every month. That means it stays in our best interest to ensure your ongoing success, unlike competitors who sell large, overly-complex, customized implementations. Our competitors assume loyalty is based on sunk costs instead of service and performance. This is why they think it is acceptable to nickel and dime clients for even the most simple change.
- Ten years ago, Qualtrics believed that it could revolutionize the way people did market research. Our goal was to make sophisticated research simple so that it was easy enough for an intern, but sophisticated enough for a PhD. We wanted to give control to the user so people could field their own studies. Our first-of-it’s-kind, point-and-click, user driven interface made it easier, faster, and more affordable for organizations to do professional research. From the beginning, industry pundits called us crazy. They said market research was too big, too important, and too complicated to give control to the user. 8,000 brands later, however, Qualtrics has disrupted the research industry and now, all the best brands run on Qualtrics, including ⅔ of the fortune 100. Some companies focus on building out people-intensive consulting practices. This is often the case with inferior technology that have major product/usage gaps. Bad technology requires people (consultants/engineers) to support it. Qualtrics’ goal is to provide world-class technology that automates complex processes and makes “doing it yourself” accessible to everyone. With Qualtrics, you’ll never need to outsource any part of your customer experience. Our software puts you in control. By focusing on the technology, our customers benefit from always being on the latest and greatest software. Each night, we push the best code out to each customer account so that they’re getting continual updates and improvements. Because we’re focused on technology, we can innovate faster than our people-intensive competitors and our customers will always be on the best platform available. Finally, instead of big upfront commitments, we let customers start small and grow. Our products are built to support every stage of CX program maturity, from foundational to state-of-the-art. We are so confident in your ability to be successful on our software, that we don’t require huge, upfront commitments that make switching costs prohibitively expensive. We believe in winning your business every month. That means it stays in our best interest to ensure your ongoing success, unlike competitors who sell large, overly-complex, customized implementations. Our competitors assume loyalty is based on sunk costs instead of service and performance. This is why they think it is acceptable to nickel and dime clients for even the most simple change.
- I’d like to talk about how you can capture the insight you described earlier, and how our tool can help you confront the challenges to conversion you mentioned. Allow me explain a little about the product so you have context, and then we can jump into specific use cases and examples of what we can do for you. In summary, Site Intercept is a SaaS tool that enables you to engage site visitors to capture feedback and respond with offers and experiences that drive conversion. We allow you to be smarter about who you target, what you learn, and how you use that data to improve customer satisfaction.
- Ten years ago, Qualtrics believed that it could revolutionize the way people did market research. Our goal was to make sophisticated research simple so that it was easy enough for an intern, but sophisticated enough for a PhD. We wanted to give control to the user so people could field their own studies. Our first-of-it’s-kind, point-and-click, user driven interface made it easier, faster, and more affordable for organizations to do professional research. From the beginning, industry pundits called us crazy. They said market research was too big, too important, and too complicated to give control to the user. 8,000 brands later, however, Qualtrics has disrupted the research industry and now, all the best brands run on Qualtrics, including ⅔ of the fortune 100. Some companies focus on building out people-intensive consulting practices. This is often the case with inferior technology that have major product/usage gaps. Bad technology requires people (consultants/engineers) to support it. Qualtrics’ goal is to provide world-class technology that automates complex processes and makes “doing it yourself” accessible to everyone. With Qualtrics, you’ll never need to outsource any part of your customer experience. Our software puts you in control. By focusing on the technology, our customers benefit from always being on the latest and greatest software. Each night, we push the best code out to each customer account so that they’re getting continual updates and improvements. Because we’re focused on technology, we can innovate faster than our people-intensive competitors and our customers will always be on the best platform available. Finally, instead of big upfront commitments, we let customers start small and grow. Our products are built to support every stage of CX program maturity, from foundational to state-of-the-art. We are so confident in your ability to be successful on our software, that we don’t require huge, upfront commitments that make switching costs prohibitively expensive. We believe in winning your business every month. That means it stays in our best interest to ensure your ongoing success, unlike competitors who sell large, overly-complex, customized implementations. Our competitors assume loyalty is based on sunk costs instead of service and performance. This is why they think it is acceptable to nickel and dime clients for even the most simple change.
- Ten years ago, Qualtrics believed that it could revolutionize the way people did market research. Our goal was to make sophisticated research simple so that it was easy enough for an intern, but sophisticated enough for a PhD. We wanted to give control to the user so people could field their own studies. Our first-of-it’s-kind, point-and-click, user driven interface made it easier, faster, and more affordable for organizations to do professional research. From the beginning, industry pundits called us crazy. They said market research was too big, too important, and too complicated to give control to the user. 8,000 brands later, however, Qualtrics has disrupted the research industry and now, all the best brands run on Qualtrics, including ⅔ of the fortune 100. Some companies focus on building out people-intensive consulting practices. This is often the case with inferior technology that have major product/usage gaps. Bad technology requires people (consultants/engineers) to support it. Qualtrics’ goal is to provide world-class technology that automates complex processes and makes “doing it yourself” accessible to everyone. With Qualtrics, you’ll never need to outsource any part of your customer experience. Our software puts you in control. By focusing on the technology, our customers benefit from always being on the latest and greatest software. Each night, we push the best code out to each customer account so that they’re getting continual updates and improvements. Because we’re focused on technology, we can innovate faster than our people-intensive competitors and our customers will always be on the best platform available. Finally, instead of big upfront commitments, we let customers start small and grow. Our products are built to support every stage of CX program maturity, from foundational to state-of-the-art. We are so confident in your ability to be successful on our software, that we don’t require huge, upfront commitments that make switching costs prohibitively expensive. We believe in winning your business every month. That means it stays in our best interest to ensure your ongoing success, unlike competitors who sell large, overly-complex, customized implementations. Our competitors assume loyalty is based on sunk costs instead of service and performance. This is why they think it is acceptable to nickel and dime clients for even the most simple change.
- Ten years ago, Qualtrics believed that it could revolutionize the way people did market research. Our goal was to make sophisticated research simple so that it was easy enough for an intern, but sophisticated enough for a PhD. We wanted to give control to the user so people could field their own studies. Our first-of-it’s-kind, point-and-click, user driven interface made it easier, faster, and more affordable for organizations to do professional research. From the beginning, industry pundits called us crazy. They said market research was too big, too important, and too complicated to give control to the user. 8,000 brands later, however, Qualtrics has disrupted the research industry and now, all the best brands run on Qualtrics, including ⅔ of the fortune 100. Some companies focus on building out people-intensive consulting practices. This is often the case with inferior technology that have major product/usage gaps. Bad technology requires people (consultants/engineers) to support it. Qualtrics’ goal is to provide world-class technology that automates complex processes and makes “doing it yourself” accessible to everyone. With Qualtrics, you’ll never need to outsource any part of your customer experience. Our software puts you in control. By focusing on the technology, our customers benefit from always being on the latest and greatest software. Each night, we push the best code out to each customer account so that they’re getting continual updates and improvements. Because we’re focused on technology, we can innovate faster than our people-intensive competitors and our customers will always be on the best platform available. Finally, instead of big upfront commitments, we let customers start small and grow. Our products are built to support every stage of CX program maturity, from foundational to state-of-the-art. We are so confident in your ability to be successful on our software, that we don’t require huge, upfront commitments that make switching costs prohibitively expensive. We believe in winning your business every month. That means it stays in our best interest to ensure your ongoing success, unlike competitors who sell large, overly-complex, customized implementations. Our competitors assume loyalty is based on sunk costs instead of service and performance. This is why they think it is acceptable to nickel and dime clients for even the most simple change.
- Ten years ago, Qualtrics believed that it could revolutionize the way people did market research. Our goal was to make sophisticated research simple so that it was easy enough for an intern, but sophisticated enough for a PhD. We wanted to give control to the user so people could field their own studies. Our first-of-it’s-kind, point-and-click, user driven interface made it easier, faster, and more affordable for organizations to do professional research. From the beginning, industry pundits called us crazy. They said market research was too big, too important, and too complicated to give control to the user. 8,000 brands later, however, Qualtrics has disrupted the research industry and now, all the best brands run on Qualtrics, including ⅔ of the fortune 100. Some companies focus on building out people-intensive consulting practices. This is often the case with inferior technology that have major product/usage gaps. Bad technology requires people (consultants/engineers) to support it. Qualtrics’ goal is to provide world-class technology that automates complex processes and makes “doing it yourself” accessible to everyone. With Qualtrics, you’ll never need to outsource any part of your customer experience. Our software puts you in control. By focusing on the technology, our customers benefit from always being on the latest and greatest software. Each night, we push the best code out to each customer account so that they’re getting continual updates and improvements. Because we’re focused on technology, we can innovate faster than our people-intensive competitors and our customers will always be on the best platform available. Finally, instead of big upfront commitments, we let customers start small and grow. Our products are built to support every stage of CX program maturity, from foundational to state-of-the-art. We are so confident in your ability to be successful on our software, that we don’t require huge, upfront commitments that make switching costs prohibitively expensive. We believe in winning your business every month. That means it stays in our best interest to ensure your ongoing success, unlike competitors who sell large, overly-complex, customized implementations. Our competitors assume loyalty is based on sunk costs instead of service and performance. This is why they think it is acceptable to nickel and dime clients for even the most simple change.
- Ten years ago, Qualtrics believed that it could revolutionize the way people did market research. Our goal was to make sophisticated research simple so that it was easy enough for an intern, but sophisticated enough for a PhD. We wanted to give control to the user so people could field their own studies. Our first-of-it’s-kind, point-and-click, user driven interface made it easier, faster, and more affordable for organizations to do professional research. From the beginning, industry pundits called us crazy. They said market research was too big, too important, and too complicated to give control to the user. 8,000 brands later, however, Qualtrics has disrupted the research industry and now, all the best brands run on Qualtrics, including ⅔ of the fortune 100. Some companies focus on building out people-intensive consulting practices. This is often the case with inferior technology that have major product/usage gaps. Bad technology requires people (consultants/engineers) to support it. Qualtrics’ goal is to provide world-class technology that automates complex processes and makes “doing it yourself” accessible to everyone. With Qualtrics, you’ll never need to outsource any part of your customer experience. Our software puts you in control. By focusing on the technology, our customers benefit from always being on the latest and greatest software. Each night, we push the best code out to each customer account so that they’re getting continual updates and improvements. Because we’re focused on technology, we can innovate faster than our people-intensive competitors and our customers will always be on the best platform available. Finally, instead of big upfront commitments, we let customers start small and grow. Our products are built to support every stage of CX program maturity, from foundational to state-of-the-art. We are so confident in your ability to be successful on our software, that we don’t require huge, upfront commitments that make switching costs prohibitively expensive. We believe in winning your business every month. That means it stays in our best interest to ensure your ongoing success, unlike competitors who sell large, overly-complex, customized implementations. Our competitors assume loyalty is based on sunk costs instead of service and performance. This is why they think it is acceptable to nickel and dime clients for even the most simple change.
- Client name is editable. Please update accordingly.