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Difficile de responsabiliser l&rsquo;\u00e9quipe sur une activit\u00e9 ni suivie ni mesur\u00e9e\u00a0: r\u00e9pondre aux questions des clients sur les r\u00e9seaux sociaux passait souvent en dernier.<\/p>\n<p>Ce d\u00e9fi offrait une vraie occasion de changer les choses.<\/p>\n<h2>Un service client social parfaitement int\u00e9gr\u00e9 aux autres canaux<\/h2>\n<p>L&rsquo;\u00e9quipe Guest Relations de Dine Brands utilisait d\u00e9j\u00e0\u00a0<a href=\"https:\/\/emplifi.io\/products\/customer-care\/engagement\">Emplifi Agent<\/a>, le CRM d&rsquo;engagement du service client, pour g\u00e9rer les demandes sur tous ses canaux de communication, sauf les r\u00e9seaux sociaux. L&rsquo;ajout d&rsquo;Emplifi pour la gestion des r\u00e9seaux sociaux lui a permis d&rsquo;int\u00e9grer facilement les messages priv\u00e9s \u00e0 sa file d&rsquo;attente et \u00e0 son workflow habituels.<\/p>\n<p>Les messages priv\u00e9s sont d\u00e9sormais automatiquement rout\u00e9s vers la file des agents et trait\u00e9s comme ceux de tout autre canal. Fini les allers-retours entre les \u00e9crans et le travail en double.<\/p>\n<p>Cette am\u00e9lioration a r\u00e9duit le temps moyen de traitement et acc\u00e9l\u00e9r\u00e9 les r\u00e9ponses, mais elle a aussi am\u00e9lior\u00e9 l&rsquo;exp\u00e9rience client et permis \u00e0 Dine de suivre et de mesurer pr\u00e9cis\u00e9ment son service client social.\u00a0Et quand Fuzzy\u2019s Taco Shop a r\u00e9cemment rejoint Dine Brands, l&rsquo;int\u00e9grer a \u00e9t\u00e9 un jeu d&rsquo;enfant (&#8230;aussi simple que de manger un taco.)<\/p>\n"},{"acf_fc_layout":"quote","quote":"O\u00f9 que nos clients souhaitent communiquer, et quelle que soit la mani\u00e8re, nous voulons leur offrir une exp\u00e9rience fluide et la meilleure possible. Qu'ils recherchent un \u00e9change chaleureux et empathique au t\u00e9l\u00e9phone ou une discussion sur un r\u00e9seau social, Emplifi permet \u00e0 notre \u00e9quipe de le leur offrir.","quote_author":"Alex Bresette","quote_author_description":"Responsable des relations clients"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>Des r\u00e9ponses plus rapides, de meilleures donn\u00e9es, moins de stress<\/h2>\n<p>Avec Emplifi, l&rsquo;\u00e9quipe Guest Relations de Dine Brands a r\u00e9duit le temps moyen de traitement des demandes sociales de cinq minutes \u00e0 une seule. Elle peut aussi d\u00e9sormais traiter en priorit\u00e9 les demandes sociales tous les jours de la semaine, comme n&rsquo;importe quel autre type de demande.<\/p>\n<p>De plus, un meilleur suivi des demandes sociales permet \u00e0 l&rsquo;\u00e9quipe de Dine de mesurer ses r\u00e9sultats et de recueillir des donn\u00e9es clients pr\u00e9cieuses. Le logiciel d&rsquo;Emplifi r\u00e9pond aux besoins sp\u00e9cifiques des restaurants\u00a0: Dine veille \u00e0 ce que chaque retour client soit entendu, le transmet rapidement \u00e0 ses franchis\u00e9s et rassemble tous les d\u00e9tails n\u00e9cessaires, comme le restaurant, la date et l&rsquo;heure de la visite, le num\u00e9ro d&rsquo;addition, etc.<\/p>\n<p>R\u00e9cemment, Dine Brands a commenc\u00e9 \u00e0 tester progressivement les r\u00e9ponses aux avis Google avec deux de ses marques. Gr\u00e2ce \u00e0 Emplifi, plus de 10\u00a0000 clients ont r\u00e9pondu. Comme tous les retours arrivent dans Emplifi Agent, l&rsquo;\u00e9quipe Guest Relations a pu tout g\u00e9rer depuis une seule plateforme.<\/p>\n<p>\u00c0 l&rsquo;avenir, Dine souhaite utiliser Emplifi pour proposer un support client sur encore plus de canaux. L&rsquo;\u00e9quipe mise aussi sur l&rsquo;am\u00e9lioration continue, avec des id\u00e9es venant aussi bien des collaborateurs que de la direction. Gr\u00e2ce \u00e0 la flexibilit\u00e9 des solutions d&rsquo;Emplifi, elle a pu en appliquer beaucoup imm\u00e9diatement.<\/p>\n<p>L&rsquo;\u00e9quipe de Dine appr\u00e9cie aussi qu&rsquo;Emplifi ait \u00e9cout\u00e9 et mis en \u0153uvre bon nombre de ses suggestions d&rsquo;am\u00e9lioration produit.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Emplifi nous a beaucoup simplifi\u00e9 la vie. Tout s'est d\u00e9roul\u00e9 sans accroc, de la collaboration avec Megan, notre formidable Customer Success Manager, pour ajouter Emplifi Social Engage \u00e0 notre solution, \u00e0 la mise en place et \u00e0 la gestion de l'outil avec notre expert Program Manager\u00a0: l'\u00e9quipe Emplifi a \u00e9t\u00e9 disponible, r\u00e9active et comp\u00e9tente.","quote_author":"Alex Bresette","quote_author_description":"Responsable des relations clients"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>\u00c0 retenir<\/h2>\n<p>Avec la suite de produits Emplifi, Dine Brands recueille les retours de ses clients et am\u00e9liore leur exp\u00e9rience. L&rsquo;entreprise dispose aussi d&rsquo;insights pr\u00e9cieux pour suivre et mesurer pr\u00e9cis\u00e9ment son service client social.<\/p>\n"}]},"customer_sidebar_clone":{"customer_sidebar_group":{"show_section":true,"sidebar_contents":[{"icon":{"ID":13929,"id":13929,"title":"Case Study Icon Challenge","filename":"Case-Study-Icon-Challenge.png","filesize":819,"url":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/Case-Study-Icon-Challenge.png","link":"https:\/\/emplifi.io\/fr\/customers\/how-tui-used-ai-to-lower-cost-per-engagement-by-81-percent\/case-study-icon-challenge-2\/","alt":"","author":"54","description":"","caption":"","name":"case-study-icon-challenge-2","status":"inherit","uploaded_to":18306,"date":"2025-04-18 17:23:10","modified":"2025-08-15 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