tag:blogger.com,1999:blog-59890349268044410402024-03-13T13:17:33.324+01:00WelcomeTrackFrédérichttp://www.blogger.com/profile/13545715972382353779noreply@blogger.comBlogger89125tag:blogger.com,1999:blog-5989034926804441040.post-86636497666394227352018-10-22T17:06:00.001+02:002018-10-24T14:32:33.353+02:00WelcomeTrack participe à CRM Meeting 2018WelcomeTrack montera les marches de Cannes le 7 novembre prochain à l'occasion de Customer Relationship & Marketing Meetings. Pas de palme d'or en jeu, mais un évènement placé sous le sceau de l'efficacité ! <br />
Chaque année, CRM Meetings accueille le meilleur du marketing et de la relation client dans le prestigieux Palais des Festivals de Cannes pour plus de 8000 rendez-vous d'affaires " one to one " de 20 minutes chacun. <br />
Frédéric Mirebeau, CEO de WelcomeTrack, vous donne rendez-vous sur le stand F14 pour vous présenter nos solutions pour améliorer l’expérience client durant
la phase post-achat et faire de la livraison votre nouvel atout
concurrentiel pour convertir et fidéliser les clients.<br />
<br />
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La question "Où est mon colis ?" représente la majorité des appels entrants sur les call centers. WelcomeTrack a développé une offre répondant aux problématiques de la relation client pendant cette phase post-achat, de la validation de la commande et bien après la livraison.<br />
<br />
WelcomeTrack permet ainsi de traquer la qualité de service à chaque étape de la validation de commande à la possession du colis par le client (alertes et scenarii de résolution d'anomalies de livraison). <br />
<br />
WelcomeTrack permet également d'optimiser le budget de la relation client en simplifiant la mise en place d'une communication multicanale (sms, email, chatbot).<br />
<br />
Enfin WelcomeTrack aide le E-commerçant à renforcer sa relation de confiance avec ses clients au moment où ils sont le plus à l'écoute, en proposant une expérience post-achat enrichie, immersive et homogène dans l'univers de la marque (page de suivi de livraison aux couleurs de votre marque).<br />
<br />
Vous ne pourrez pas participer à CRM Meeting ? <a href="http://www.welcometrack.com/contact" target="_blank">Contactez-nous</a> et prenons rendez-vous. <br />
<br />
Plus d'information sur <a href="https://www.customer-relationship-and-marketing-meetings.com/" target="_blank">le site de CRM Meetings</a>.<br />
<br />Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-62365089693209432002018-10-16T10:22:00.000+02:002018-10-25T10:38:15.054+02:00LSA classe Welcometrack parmi les 100 startups qui font bouger le e-commerce en 2018<div class="" style="clear: both; text-align: left;">
<a href="https://3.bp.blogspot.com/-vSYP7SWoK3A/W6UfHOWFf7I/AAAAAAAAAlc/dtcmu9Q4JGIkkREObiAZ9_xDbPKknfiUwCEwYBhgL/s1600/201809-LSA-Les100start-up-qui-font-bouger-le-commerce.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" data-original-height="1267" data-original-width="917" height="320" src="https://3.bp.blogspot.com/-vSYP7SWoK3A/W6UfHOWFf7I/AAAAAAAAAlc/dtcmu9Q4JGIkkREObiAZ9_xDbPKknfiUwCEwYBhgL/s320/201809-LSA-Les100start-up-qui-font-bouger-le-commerce.jpg" width="231" /></a>LSA publie dans la seconde édition de son Observatoire LSA retailTech Spring Invest le top 100 des entreprises de la french retailTech et classe WelcomeTrack parmi les 100 startups qui font bouger le e-commerce en 2018. <br />
<br />
"Après avoir identifié 125 start-up marquantes en 2017, la rédaction de
LSA et les experts du fonds d’investissement spécialisé ont en effet de
nouveau choisi 100 jeunes pousses françaises qui font l’actualité depuis
début 2018."<br />
<br />
LSA remarque qu'en s'appuyant sur l’écosystème des start-up, les grandes enseignent ont saisi des opportunités pour accélérer leur transformation et ont ainsi profité de solutions de retail augmenté qui
améliorent la chaîne de valeur.<br />
Ce rapprochement entre distribution et startups a été facilité par la rapide maturité de ces dernières. Les startups se sont professionnalisées en peu de temps, montant en compétence pour se démarquer de la concurrence.<br />
<br />
Les investissements engagés témoignent de cette montée en puissance assez spectaculaire et des nouvelles ambitions internationales de la French RetailTech. <a href="https://www.lsa-conso.fr/la-french-retailtech-en-pleine-croissance,295726" target="_blank">Lire à suite sur le site LSA</a></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-72018902722068280612018-08-27T22:48:00.002+02:002018-08-27T22:48:21.810+02:00Emanuele Ghevre Yesus, nouveau CTO de WelcomeTrack L'équipe de WelcomeTrack s'étoffe chaque mois un peu plus. En avril
dernier, Emanuele Ghevre Yesus nous a rejoint au poste de CTO.
Interview.<br />
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://3.bp.blogspot.com/-B-AvpUzSDBc/W4RjdKDhewI/AAAAAAAAAiQ/m_WWfRudaRkdQUxOpmMeO4GaEubzISpWQCLcBGAs/s1600/Emanuele.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="558" data-original-width="700" height="510" src="https://3.bp.blogspot.com/-B-AvpUzSDBc/W4RjdKDhewI/AAAAAAAAAiQ/m_WWfRudaRkdQUxOpmMeO4GaEubzISpWQCLcBGAs/s640/Emanuele.jpg" width="640" /></a></div>
<br />
<br />
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<b>1/ Peux-tu te présenter ? (âge, formation, parcours professionnel ...)</b></div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
Emanuele, 35 ans, ingénieur double diplôme Telecom Paris et Ecole Polytechnique de Turin en Italie.</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
J'ai
débuté ma carrière comme développeur C/C++ dans les logiciels embarqués
pour des drones militaires chez Alenia, puis j'ai intégré les équipes web de
SFR où j'ai évolué jusqu'à être le responsable technique de l'équipe de
développement du portail web grand public, entreprise et contenus news /
sport.</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
Ensuite,
j'ai travaillé chez Sprinklr comme technical consultant dans le cadre
de la relation client sur les réseaux sociaux et je suis enfin arrivé
chez WelcomeTrack !</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<b>Quel sera ton job chez WelcomeTrack ? </b></div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
CTO</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<b>Quels seront tes missions chez WelcomeTrack ?</b></div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
Faire évoluer notre équipe technique et <span style="background-color: white; color: #222222; display: inline; float: none; font-family: "arial" , sans-serif; font-size: 12.8px; font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">notre plateforme pour
qu'elle puisse être toujours plus performante, plus rapide et qu'elle
puisse répondre à tous les besoins et les demandes de nos clients.</span></div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<b>2/ Qu'est-ce qui t'a séduit dans l'offre d'emploi de WelcomeTrack ?</b></div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
Les enjeux techniques liés à la maintenance et à l'évolution d'une plateforme SaaS dans un domaine complexe comme la logistique.</div>
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</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<b>3/ Qu'est ce qui te plaît le plus dans ton job chez WT ?</b></div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
Tous
les jours je me retrouve à faire face à des sujets différents, ça peut
aller de la résolution d'un problème de production à la conception d'une
nouvelle fonctionnalité et tout cela dans un très bon esprit d'équipe
qu'on va faire grandir !</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<b>4/ Quelles sont tes passions ?</b></div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
Jouer du piano, jouer de la basse, nager et me balader en Vespa !</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<b>5/ <span style="font-size: 12.8px;">Qu'y a-t-il dans ta playlist ?</span></b></div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
Pink Floyd et du Jazz</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<b>6/ Dévoile-nous un aspect surprenant de ta personnalité ?</b></div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
Je sais pas si c'est surprenant, mais j'aime la pâtisserie et le café :D</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<b>7/ <span style="font-size: 12.8px;">Quelle est ton e-shop préféré et pourquoi ?</span></b></div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<span style="font-size: 12.8px;">Je n'ai pas de e-shop préféré, mais je commande en ligne un peu de tout et assez souvent !<br /></span></div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
</div>
<div style="background-color: white; color: #222222; font-family: arial,sans-serif; font-size: 12.8px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px;">
<span style="font-size: 12.8px;"><b>Merci Emanuele </b></span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-33379776793134622352018-06-15T11:26:00.004+02:002018-06-18T11:28:35.541+02:005 conseils pour offrir une expérience post-achat réussie à vos clients pendant les soldes<div class="separator" style="clear: both; text-align: center;">
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<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Les soldes
d’été 2018 débutent le mercredi 27 juin 2018 à 8h du matin et se termineront le
mardi 7 août 2018 à minuit. Malgré la concurrence des ventes privées, Black
Friday et autres French Days, les soldes représentent toujours en France un
temps fort de la vie économique. Sur internet, la première semaine des soldes
engendre un afflux de nouveaux clients attirés par les bonnes affaires à
saisir, un pic d'achat non négligeable pour les sites marchands et un accroissement
de l'activité chez les logisticiens et les transporteurs. Voici 4 conseils de
Frédéric Mirebeau, CEO de WelcomeTrack, pour offrir une expérience post-achat
réussie à vos clients pendant les soldes.<br />
<br />
<b>Travailler en concertation avec tous les acteurs de la supply chain </b><br />
<br />
Qu'il travaille avec des prestataires logistiques et transport ou que sa
logistique soit intégrée, le e-commerçant gagnera toujours à préparer le
terrain avec tous les acteurs de sa supply chain en amont d'un évènement
commercial tel que les soldes.<br />
Les résultats des soldes de l'année N-1 constitue un bon point de départ pour
établir des prévisions d'activité pour l'année en cours. Ces informations
seront utiles aux services ou aux prestataires pour ajuster leur capacité
opérationnelle et pour absorber le surplus d'activité. <br />
<u><br />
Comment faire ?</u></span></div>
<ul type="disc">
<li class="MsoNormal" style="line-height: normal; mso-list: l2 level1 lfo1; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; tab-stops: list 36.0pt;"><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Collectez les chiffres clés des
soldes de l'année précédentes : <br />
Identifiez les chiffres à améliorer et recherchez les raisons du mauvais
score : Par exemple : le taux de livraison en première instance est moyen
au niveau national, ce score est-il particulièrement bas dans une région
par rapport aux autres ? Comment l'expliquer ? Comment l'améliorer ?</span></li>
<li class="MsoNormal" style="line-height: normal; mso-list: l2 level1 lfo1; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; tab-stops: list 36.0pt;"><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Organisez un comité de pilotage
réunissant toutes les parties prenantes.<br />
Convenez d'un plan d'actions pour améliorer la qualité de service à partir
des chiffres collectés précédemment.</span></li>
<li class="MsoNormal" style="line-height: normal; mso-list: l2 level1 lfo1; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; tab-stops: list 36.0pt;"><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Communiquez vos prévisions
d'activité à vos services et vos partenaires et informez régulièrement les
services et vos partenaires des volumes à prendre en charge pendant les
soldes. Par exemple, en informant un prestataire transport des volumes
assez tôt, ce dernier choisira d'envoyer le véhicule le mieux dimensionnée
pour prendre en charge la totalité de vos flux du jour.</span></li>
</ul>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Ajuster la
promesse de livraison pour ne pas décevoir vos clients :</span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"><br />
<br />
La promesse de livraison est devenue l'enjeu majeur du e-commerce. D'après
l'étude OpinionWays de mars 2018 pour SprintProject et GS1 : <i>Les mauvaises
expériences de livraison rencontrées par les consommateurs peuvent avoir de
réelles conséquences pour les sites marchands : 20 % des sondés affirment ne
plus vouloir acheter sur le site après avoir subi un retard.</i> <br />
En ajustant leur promesse de livraison pendant les périodes de hausse
d'activité, les e-commerçants éloignent le risque de décevoir leurs clients.<br />
Là aussi une bonne concertation avec les prestataires est indispensable : pour
recalculer une promesse de livraison réaliste pendant les soldes, le
e-commerçant doit tenir compte à la fois de son activité et de celle de ses
prestataires. <br />
<br />
<u>Comment faire ?</u></span></div>
<ul type="disc">
<li class="MsoNormal" style="line-height: normal; mso-list: l0 level1 lfo2; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; tab-stops: list 36.0pt;"><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Analysez les chiffres de
l'année précédente (délais de préparation, délais de livraison, respect de
la promesse de livraison ...). En combien de temps vos colis ont-ils été
livré pendant la première semaine de soldes ?</span></li>
<li class="MsoNormal" style="line-height: normal; mso-list: l0 level1 lfo2; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; tab-stops: list 36.0pt;"><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Calculez une nouvelle promesse
de livraison et adaptez votre promesse en fonction de la première semaine
toujours plus active et des suivantes.</span></li>
<li class="MsoNormal" style="line-height: normal; mso-list: l0 level1 lfo2; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; tab-stops: list 36.0pt;"><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Proposez une date de livraison
qui soit à la fois réaliste sans être pénalisante pour votre commerce. Il
ne s'agit pas de décourager vos clients d'acheter chez vous ! </span></li>
</ul>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Monitorer
les délais de préparation</span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"><br />
<br />
La prise en charge de la commande dans les temps permet de n'impacter ni les
délais ni la promesse de livraison. <br />
<br />
<u>Comment faire ? </u></span></div>
<ul type="disc">
<li class="MsoNormal" style="line-height: normal; mso-list: l3 level1 lfo3; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; tab-stops: list 36.0pt;"><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Evitez les dérapages de prise
en charge des flux. Par exemple en mettant en place un système d'alertes
vous informant des colis "en cours de dérapage". </span></li>
<li class="MsoNormal" style="line-height: normal; mso-list: l3 level1 lfo3; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; tab-stops: list 36.0pt;"><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Utilisez une alternative plus
rapide pour livrer le client et tenir la promesse de livraison en cas de
dérapage. Par exemple, le e-commerçant peut choisir d'expédier une
commande en service express alors qu'elle était initialement prévue en
livraison en 48h dans le seul but de rattraper un retard. Ce choix permet
de tenir la promesse de livraison et de satisfaire le client à moindre
coût.</span></li>
</ul>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Transformer
un "client soldes" en un client fidèle</span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"><br />
<br />
La période des soldes attire évidement des acheteurs à la recherche de bonnes
affaires. Pour fidéliser un consommateur en quête de bonnes affaires, le
e-commerçant peut multiplier les offres commerciales dans chaque message
pendant et après l'expérience post-achat.<br />
<br />
<u>Comment faire ?</u></span></div>
<ul type="disc">
<li class="MsoNormal" style="line-height: normal; mso-list: l1 level1 lfo4; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; tab-stops: list 36.0pt;"><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Pour les "clients
soldes" encore plus que pour un client lambda, il est indispensable
d'informer et de rassurer le consommateur aux moments clé de l'expérience
post-achat (mise en préparation, prise en charge par le transporteur,
présentation etc.). Il ne faut pas hésiter, par exemple, à envoyer un bon
de livraison gratuite ou un bon de réduction en cas de retard ou encore à
associer à chaque message (enquête client, remerciement ...) une offre
commerciale cross selling ou up selling.</span></li>
<li class="MsoNormal" style="line-height: normal; mso-list: l1 level1 lfo4; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; tab-stops: list 36.0pt;"><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Sollicitez vos "clients
soldes" pour vos ventes privées.</span></li>
<li class="MsoNormal" style="line-height: normal; mso-list: l1 level1 lfo4; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; tab-stops: list 36.0pt;"><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Si vous produit se prête au
repeat business, prolonger l'expérience post-achat en programmant une
relance en fonction du cycle de vie du produit acheté. Proposez une
nouvelle ristourne sur le même produit quelques semaines après l'achat.
Par exemple, proposez une réduction sur le rayon lait pour bébé un mois
après le premier achat.</span></li>
</ul>
<div class="MsoNormal">
<br />
<div class="MsoNormal">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt; line-height: 107%;"><b>Optimiser la gestion des retours </b></span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt; line-height: 107%;">Pendant les soldes, le taux de retour peut sensiblement augmenter.
Certains clients, adoptant des comportements d’achats compulsifs, choisiront après
réflexion de retourner leur colis à l’expéditeur.<br />
La gestion des retours sera optimisée afin de ne pas désorganiser les stocks et d’améliorer la satisfaction du client.<u><br /><br />Comment faire ?</u></span></div>
<span style="font-family: "times new roman" , serif; font-size: 12.0pt; line-height: 107%;">
</span>
<br />
<ul>
<li><span style="font-family: "times new roman" , serif; font-size: 12.0pt; line-height: 107%;">Faciliter les retours en mettant à disposition du client une
étiquette de retour soit directement dans le colis soit téléchargeable<span style="font-family: "times new roman" , serif;">.</span></span></li>
<li><span style="font-family: "times new roman" , serif; font-size: 12.0pt; line-height: 107%;">Optimiser la gestion des stocks en actualisant le stock dès la réception et la
vérification des articles au niveau de l’entrepôt.</span></li>
</ul>
<span style="font-family: "times new roman" , serif; font-size: 12.0pt; line-height: 107%;">
Bonnes soldes !</span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-30594985435205526662018-06-13T11:15:00.001+02:002018-06-14T14:08:44.825+02:00Nouvelle recrue : Mathis Hinet, Inside Sales<div>
<a href="https://2.bp.blogspot.com/-6HnG3RuW8EU/WyDe-r5vRbI/AAAAAAAAAek/K6Eok4XHdZQTLZwf-8hIJhLF3Q7Rv-dtQCLcBGAs/s1600/mathis.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" data-original-height="466" data-original-width="700" height="426" src="https://2.bp.blogspot.com/-6HnG3RuW8EU/WyDe-r5vRbI/AAAAAAAAAek/K6Eok4XHdZQTLZwf-8hIJhLF3Q7Rv-dtQCLcBGAs/s640/mathis.jpg" width="640" /></a>
<br />
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Bonjour
Mathis ! Peux-tu te présenter ? </span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Hello ! </span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Je m’appelle
Mathis, j’ai 24 ans je suis titulaire d’un Master en Management et Stratégie
d’Entreprise. Avant d’arriver chez WelcomeTrack, j’ai travaillé pendant 3 ans
chez E-Commerce Invest une agence web startup qui conseille et délivre des prestations
web pour des e-commerçants.</span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Quel sera
ton job chez WelcomeTrack ? </span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">J’occupe le
poste d’Inside Sales chez WT, je m’occupe de la recherche et qualification de
leads potentiellement intéressés par notre solution.</span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Je m’occupe
également de la prise de RDV et de la présentation / démonstration de notre
solution auprès de ces prospects. Je passe ensuite le relais aux Business
Developer pour la suite du pipeline commercial jusqu’à la transformation du
prospect en client. </span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Qu'est-ce
qui t'a séduit dans l'offre d'emploi de WelcomeTrack ?</span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Ce qui m’a
séduit chez WT c’est l’ambiance de travail et la sympathie entre collègues : on
est tous dans un bon mood, on ne se prend pas la tête et on s’aide quand l’un
de nous rencontre une difficulté. Le management chez WT est participatif, on
peut donner son avis sur tout ce qui touche à la vie de la boîte et c’est ce
qui est le plus important selon moi. </span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Qu'est-ce
qui te plaît le plus dans ton job chez WT ? Quel projet t'enthousiasme le plus
?</span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Ce que
j’aime particulièrement dans mon job, c’est la chasse aux prospects. J’aime
“chiner” et travailler avec mes collègues commerciaux qui eux négocient et
trouvent des solutions pour closer ces prospects. J’aime également exposer sur
les salons afin de faire du relationnel et rencontrer d’autres professionnels
du e-commerce.</span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Le projet
qui m’enthousiasme en ce moment, c’est le déploiement de WT à l’international !
Le fait d’exporter notre solution et notre savoir-faire à l’étranger me motive
car les manières de bosser et la culture du job sont très différentes d’un pays
à un autre, et cela apporte une image de marque à WT qui lui sera fortement
profitable dans un avenir proche.</span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Quelles sont
tes passe-temps ? </span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Je pratique
la musculation en salle plusieurs fois par semaine. Je suis parisien (et
chauvin) dans l'âme et je profite de tous les avantages de vivre dans la plus
belle ville du monde. Cela commence par l'ambiance des terrasses de café entre
amis et surtout par la "bonne bouffe" des restos parisiens : J’adore
manger ! Je connais pas mal de bonnes adresses de restos sur Paris. </span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Donc, en
gros, je bois, je mange et après j’élimine tout ça en faisant du sport à la
salle !</span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Quel est ton
film préféré ?</span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Je suis un
grand fan de cinéma américain, passion qui m’a été transmise par mon père, qui
m’a fait regarder des grands classiques et fait connaître les plus grands
réalisateurs comme Sergio Leone, David Lynch, Martin Scorsese, John Boorman,
Brian de Palma, Alan Parker, Quentin Tarantino et d’autres encore.<br />
Ce n'est donc pas facile de choisir un film en particulier. </span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">A quelle
marque es-tu fidèle et pourquoi ? Quel est ton e-shop préféré et pourquoi ?</span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">J’ai
économisé difficilement pendant un an pour me payer ma première paire de
sneakers Jordan. J’aime également la marque Ralph Lauren pour ses chemises et
polos.</span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Et pour
finir, je n’ai pas d’e-shop préféré.</span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Quelle est
ton appli préférée ?</span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Snapchat !
Je suis accroc depuis que je l'ai découvert en 2013. Je ne m’en passe plus !
Envoyer des snaps faire des story etc… (LA BASE !)</span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Merci pour
d'avoir répondu à ces questions Mathis.</span></b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;"></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0cm;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Merci et
bonne journée à tous ! </span><br />
<br />
<b><span style="font-family: "times new roman" , serif; font-size: 12.0pt;">N'hésitez pas à prendre contacte avec Mathis pour en savoir plus sur notre solution et organiser une démo personnalisée : </span></b><br />
<br />
<div style="text-align: center;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Mathis@welcometrack.com</span></div>
<div style="text-align: center;">
<span style="font-family: "times new roman" , serif; font-size: 12.0pt;">Mobile : +33 (0)6 24 82 91 20 <br />Tel : +33 (0)9 51 95 08 82</span></div>
</div>
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Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-62254281742719412862018-06-13T09:59:00.001+02:002018-06-14T14:07:48.317+02:00Welcometrack adhère à la Fevad en tant que membre associe<a href="http://blog.welcometrack.com/2015/03/observatoire-de-la-logistique-e-commerce.html" target="_blank">Depuis 2015, Welcometrack participe aux travaux de la
commission transport de la Fevad et collabore, dans ce cadre, à l'</a><a href="http://blog.welcometrack.com/2015/03/observatoire-de-la-logistique-e-commerce.html" target="_blank">Observatoire de la Logistique E-Commerce.</a> C'est donc tout naturellement que WelcomeTrack a adhéré cette année à la <span class="hscoswrapper">Fédération du E-commerce
et de la Vente à Distance. </span>"Welcometrack partage la volonté de la Fevad d'améliorer le e-commerce et
de diffuser les bonnes pratiques." Frédéric Mirebeau, CEO de WelcomeTrack. Retour sur les missions de la Fevad.<br />
<br />
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<b><span class="hscoswrapper">Qu'est-ce que la Fevad ?</span></b><br />
<br />
<span class="hscoswrapper">La </span><span class="hscoswrapper"><span class="hscoswrapper"><span data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text" id="hs_cos_wrapper_post_body">Fevad</span></span> est le premier syndicat en France du commerce
électronique et de la VAD.</span> Sa vocation est de fédérer les acteurs du
e-commerce et de la vente à distance. <span class="hscoswrapper"><span data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text" id="hs_cos_wrapper_post_body"> En 2018, La </span></span><span class="hscoswrapper"><span data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text" id="hs_cos_wrapper_post_body"><span class="hscoswrapper"><span data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text" id="hs_cos_wrapper_post_body">Fevad</span></span> regroupe quelques 600
entreprises dont un quart de prestataires de services. La Fevad compte p</span></span>armi
ses membres les grandes enseignes de vente à distance, les principaux
pure-players ainsi que de nombreux sites de e-commerce issus d'enseignes du
commerce de détail.<br />
La <span class="hscoswrapper"><span data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text" id="hs_cos_wrapper_post_body">Fevad</span></span> accueille également des entreprises partenaires du e-commerce, telles
que WelcomeTrack, <span class="hscoswrapper"><span data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text" id="hs_cos_wrapper_post_body">fournisseurs ou
prestataires</span></span> du e-commerce et de la vente à distance qui
bénéficient du statut de membre associé. <br />
<br />
<b>Quelles sont les missions de la Fevad ?</b><br />
<br />
La Fevad représente les e-commerçants en tant que syndicat professionnel. Elle
intervient ainsi auprès des pouvoirs publics afin de défendre et de valoriser
les intérêts de la profession. <br />
La Fevad réalise une veille permanente sur l'évolution technique et économique
du e-commerce français. C'est une source d'informations incontournable sur le e-commerce
français par les nombreuses études et analyses statistiques qu'elle publie.<br />
La Fevad entretien des relations régulières avec la presse et organise de nombreux
évènements : conférences, colloques ainsi que <a href="https://favori.fevad.com/" target="_blank">les Favor'i du ecommerce</a>, prix annuel récompensant les meilleurs site
marchands de l'année. <br />
La Fevad diffuse deux annuaires de ses membres : e-commerçants et prestataires
/ fournisseurs.<br />
La Fevad et ses membres accordent la plus grande importance aux valeurs de
transparence, de confiance et de respect des consommateurs.<br />
Pour garantir l’éthique de la profession, la Fevad s’est dotée d’un code
professionnel et de chartes que les entreprises s’engagent à respecter lors de
leur adhésion.<br />
Au fil des ans, le label FEVAD est devenu une marque de confiance reconnue par
les internautes français. Le logo de la Fevad est aussi utilisé comme gage de
qualité et de confiance pour les clients. <br />
Enfin la Fevad joue aussi le rôle de médiateur auprès des clients de ses
membres.</div>
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<![endif]-->Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-60563495383943882322018-03-18T22:45:00.000+01:002018-03-22T14:05:59.667+01:00WelcomeTrack lance son connecteur ZendeskWelcometrack continue de simplifier la vie de votre service client avec son nouveau connecteur Zendesk. Depuis plusieurs années, WelcomeTrack proposait l'affichage des tickets Zendesk dans son interface. Désormais, l'inverse est également possible. Nos clients utilisateurs de Zendesk peuvent afficher dans leur interface habituelle toutes les données de tracking de WelcomeTrack.<br />
<br />
Mais peut-être ne connaissez-vous pas Zendesk ?<br />
Zendesk est un logiciel de service client et un système de tickets d'assistance, qui permet aux conseillers clientèle de consulter sur une interface unique différentes fonctionnalités utiles pour le support client.<br />
<br />
<div style="text-align: center;">
<iframe allowfullscreen="" frameborder="0" height="270" src="https://www.youtube.com/embed/7wl1wLrABW4" width="480"></iframe><br /></div>
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La success story de Zendesk n'a pas commencé dans un garage californien, mais dans un petit grenier de Copenhague, au Danemark, en 2007. Deux ans plus tard, la société emménage à San Francisco pour y établir son siège social. Zendesk est aujourd'hui plébiscité à travers le monde pour sa simplicité et sa souplesse d'utilisation. <br />
<br />
La grande force de Zendesk réside dans sa capacité à s'intégrer avec des dizaines de systèmes de gestion de contenu, outils de gestion de la relation client et des applications web sous la forme de connecteurs tel que celui développé par WelcomeTrack. Il en existe plusieurs centaines aujourd'hui. Les conseillers n'ont plus à consulter plusieurs interfaces pour répondre au client. Cliquer sur l'icône du connecteur suffit à afficher dans l'interface Zendesk les informations complémentaires.<br />
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://3.bp.blogspot.com/-4WrhZw4bo_Y/WrOO4qLNz4I/AAAAAAAAAa0/9a6gllL7W-UnqSMS4telFJvWckMGQIUiwCLcBGAs/s1600/Welcometrack-integration-with-Zendesk-2.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="397" data-original-width="560" height="452" src="https://3.bp.blogspot.com/-4WrhZw4bo_Y/WrOO4qLNz4I/AAAAAAAAAa0/9a6gllL7W-UnqSMS4telFJvWckMGQIUiwCLcBGAs/s640/Welcometrack-integration-with-Zendesk-2.png" width="640" /></a></div>
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La question la plus fréquemment posée au service client est sans conteste "Où est mon colis ?". <br />
Cette question récurrente est la plus chronophage pour le service client dès lors que les conseillers doivent jongler entre plusieurs interfaces à la recherche d'information.<br />
Le connecteur WelcomeTrack permet aux utilisateurs de Zendesk de consulter leurs données de tracking sans changer leurs habitudes.<br />
<br />
1. Simple : Le connecteur Welcometrack s'intègre dans la routine du conseiller clientèle en apportant sa valeur ajoutée : le suivi logistique en temps réel. Aucune formation n'est requise. La prise en main est intuitive. <br />
2. Rapide : Le conseiller affiche en un clic l'historique de livraison du client. Un second clic affiche le détail de la livraison (état de livraison, n° de commande, date de commande et adresse).<br />
3. Fluide : Débarrassé du temps perdu en manipulation, le conseiller se concentre sur l'écoute du client et sur la réponse à lui apporter. <br />
4. Efficace : Le connecteur Welcometrack Zendesk augmente le nombre de tickets traités et améliore la qualité de service. Moins d'énergie perdue dans la recherche d'informations, plus d'énergie gagnée pour la satisfaction client ... <br />
<br />
Pour en savoir plus et bénéficier d'une démo : <a href="http://www.welcometrack.com/contact.cfm?lid=fr" target="_blank">Contactez-nous ici</a>. Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-36271694491693675322018-02-26T12:14:00.001+01:002018-02-26T13:57:43.010+01:00 (Re)Voir WTMorning Elogistique et relation client fevrier 2018<div style="text-align: center;">
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<iframe allowfullscreen="" class="YOUTUBE-iframe-video" data-thumbnail-src="https://i.ytimg.com/vi/DF6BZSHB1VQ/0.jpg" frameborder="0" height="266" src="https://www.youtube.com/embed/DF6BZSHB1VQ?feature=player_embedded" width="320"></iframe></div>
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<br />
Si vous avez manqué le premier WTMorning de l'année, voici une deuxième chance de profiter des retours d'expérience de Terez Duhameau, responsable du service client du site de bricolage Mano Mano et de Camille Ouahidi, responsable d'activité du leader de l'équipement sportif Decathlon.fr.<br />
<br />
<div style="text-align: left;">
Frédéric Godefroy, CEO de Sereneo, et Frédéric Mirebeau, CEO de Welcometrack, présentent Jarvis, un chatbot fruit de leur partenariat. La mission de Jarvis est de réduire le taux de contact entrants au service client.</div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-76789101934545788462017-10-19T15:39:00.001+02:002017-10-19T15:40:06.814+02:00Webinar : Découvrez Jarvis, le chatbot expert livraison<div class="separator" style="clear: both; text-align: center;">
<a href="https://2.bp.blogspot.com/-BoAAzxokLIw/WeipMD5bDcI/AAAAAAAAAW0/hX8hiOgbCzI7Pp6BFc_x6fOBwG4MskBfgCLcBGAs/s1600/Chatbot%2BJarvis-3.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="512" data-original-width="1024" height="320" src="https://2.bp.blogspot.com/-BoAAzxokLIw/WeipMD5bDcI/AAAAAAAAAW0/hX8hiOgbCzI7Pp6BFc_x6fOBwG4MskBfgCLcBGAs/s640/Chatbot%2BJarvis-3.png" width="640" /></a></div>
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<td align="center" class="img-block-center" valign="top" width="100%"><a href="http://sereneo.com/2017/09/25/webinar-chatbot-jarvis/?utm_source=sendinblue&utm_campaign=News_Letter__201710__OCTOBRE&utm_medium=email" target="_blank">
</a></td>
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<td style="color: #999999; font-family: Arial,Helvetica,sans-serif; font-size: 18px; font-weight: bold; text-align: left;"><span style="color: #999999; font-weight: bold;"><span style="color: darkorange;">Decouvrez Jarvis, le chatbot expert de la livraison </span></span></td>
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<div>
Frédéric Godefroy (Sereneo) et Frédéric Mirebeau (WelcomeTrack)
vous présentent Jarvis, un chatbot dédié au traitement de vos
problématiques de livraison.</div>
<div>
</div>
<div>
Jarvis est né d'un partenariat entre Welcometrack et Sereneo.
Jarvis intervient pour résoudre des questions simples mais sensibles
concernant la livraison avant leur formulation par les clients finaux.
Jarvis déleste ainsi le service client du ecommerçant d'appels entrants
couteux à traiter.</div>
<div>
Pour accomplir cette mission, Jarvis bénéficie de toute l'expertise métier et des données de WelcomeTrack.</div>
<div>
</div>
<div style="text-align: center;">
<span style="color: darkorange;"><b>Pour en savoir plus sur Jarvis, </b></span></div>
<div style="text-align: center;">
<span style="color: darkorange;"><b>nous vous donnons rendez-vous pour un webinar : </b></span></div>
<div style="text-align: center;">
<span style="color: darkorange;"><b>le jeudi 16 novembre 2017 de 11h00 à 12h00</b></span></div>
<div style="text-align: center;">
</div>
<div style="text-align: center;">
<span style="color: darkorange;"><b><a href="http://sereneo.com/2017/09/25/webinar-chatbot-jarvis/?utm_source=sendinblue&utm_campaign=News_Letter__201710__OCTOBRE&utm_medium=email" target="_blank">Inscription sur le site de Sereneo</a></b></span></div>
</div>
</div>
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Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-75923934465005532442017-10-17T09:32:00.002+02:002017-10-17T11:39:56.782+02:00Welcometrack, un atout pour la logistique du dernier km<div class="separator" style="clear: both; text-align: center;">
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Dans son numéro de septembre 2017, Supply Chain Magazine enquête sur la e-logistique du dernier kilomètre.<br />
<br />
Supply Chain Magazine conseille à ses lecteurs d'être vigilants sur l'IT pour rester compétitif notamment avec la solution de suivi logistique et transport Welcometrak.<br />
<a href="https://www.blogger.com/goog_239869908"><br /></a>
<br />
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<img alt="" border="0" data-original-height="1167" data-original-width="792" height="640" src="https://1.bp.blogspot.com/-tuZAa6iAbCQ/WeSvIR4bmhI/AAAAAAAAAWk/6tDeOCmgR-cwQyOi4_gG3aIpjz46QpHnQCLcBGAs/s640/201709-SPMag-L_IT_nerf_de_la_guerre.jpeg" title="" width="434" /></div>
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<a href="https://content.yudu.com/libraryHtml/A4315f/SupplyChainMagazine0/reader.html?page=48&origin=reader" target="_blank">Lire L'Intégralité de l'enquête sur le site du magazine</a> </div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-89267406029998055842017-09-14T13:57:00.004+02:002017-09-14T14:06:41.931+02:00Avec notre Chatbot Jarvis, réduisez votre taux de contact<div class="separator" style="clear: both; text-align: center;">
<a href="https://2.bp.blogspot.com/-VtNHjO-JGDY/WbpuVR2RUeI/AAAAAAAAAVc/wEyv6vWXOWAP-snnERnoQ1R6SKfTrncUACLcBGAs/s1600/Welcomtrack-Chatbot-Jarvis-2017.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="512" data-original-width="1024" height="320" src="https://2.bp.blogspot.com/-VtNHjO-JGDY/WbpuVR2RUeI/AAAAAAAAAVc/wEyv6vWXOWAP-snnERnoQ1R6SKfTrncUACLcBGAs/s640/Welcomtrack-Chatbot-Jarvis-2017.png" width="640" /></a></div>
Près d’1 appel sur 3 reçu sur les centres de contacts des e-commerçants concerne un problème de livraison. Ce flux de contacts entrants encombre les services clients. Le manque d’accessibilité qui en découle pénalise le consommateur et génère de l’insatisfaction. <br />
<br />
Il existe désormais une solution pour remédier à ces difficultés. <br />
<br />
Elle est née du partenariat signé par WelcomeTrack avec <a href="http://sereneo.com/" target="_blank">Sereneo</a>, dans le cadre du développement de ses services aux acteurs du e-commerce. En unissant ainsi leurs savoir-faire respectifs, ces deux éditeurs de logiciels innovants gèrent avec intelligence les aléas de logistique et livraison (retards, avaries…) et anticipent leurs traitements. <br />
<br />
<b>Interagir et anticiper</b><br />
<br />
En s’appuyant désormais sur la technologie développée par Sereneo, WelcomeTrack va au-delà de la seule information du client sur le suivi de son colis. Il met à disposition du consommateur un chatbot avec lequel il peut interagir de façon autonome, à tout moment.<br />
<br />
Le robot devance les attentes du client et lui propose d’exprimer un choix au regard de plusieurs alternatives adaptées au contexte. Les actions correspondantes seront ensuite déclenchées automatiquement, sans nécessiter de nouveau contact auprès du service client du marchand. <br />
<br />
<b>Satisfaire le client et le marchand</b><br />
<br />
Ce nouveau dispositif nourrit le même dessein partagé par les 2 éditeurs : améliorer l’expérience client.<br />
<br />
Le consommateur est rassuré par une communication pertinente émise par l’entreprise. Il gagne en autonomie à travers ce nouveau canal de communication accessible 24h/24, 7j/7. Il voit en outre ses demandes anticipées et son effort réduit. Son expérience client s’en trouve simplifiée pour une plus grande satisfaction.<br />
<br />
Le e-commerçant, quant à lui, assure un parcours client plus fluide. Par sa démarche de prévenance et l’automatisation de certaines actions, il limite son flux de sollicitations et donc ses coûts. Il propose un nouveau service valorisant pour son image de marque.Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-47698850740891520902017-09-14T13:50:00.000+02:002017-09-14T13:50:36.914+02:00Paris Retail Weel 2017<div class="separator" style="clear: both; text-align: center;">
<a href="https://2.bp.blogspot.com/-TEZkR-K5gUM/WbpslIqYu3I/AAAAAAAAAVM/Tl6ukq_Kn20OJ_-UI5iwXUnFvnjnXUOTQCLcBGAs/s1600/Welcometrack-Paris-Retail-Week-2017.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="512" data-original-width="1024" height="320" src="https://2.bp.blogspot.com/-TEZkR-K5gUM/WbpslIqYu3I/AAAAAAAAAVM/Tl6ukq_Kn20OJ_-UI5iwXUnFvnjnXUOTQCLcBGAs/s640/Welcometrack-Paris-Retail-Week-2017.png" width="640" /></a></div>
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<div>
Welcometrack participe au Paris Retail Week du 19 au 21 septembre 2017.<br />
Nous vous accueillons au <span style="color: orange;"><b>stand S 015 du pôle logistique</b></span>.</div>
<div>
Nous discuterons ensemble de vos besoins et vous présenterons nos solutions, particulièrement notre innovation 2017 : <span style="color: orange;"><b>le Chatbot Jarvis</b></span>. N'hésitez pas à nous contacter pour <a href="http://www.welcometrack.com/contact" target="_blank">prendre rendez-vous</a>.</div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-5993524249424085892017-05-18T14:34:00.001+02:002017-05-18T14:34:27.931+02:00WTMorning e-logistique et marketplace juin 2017<div class="separator" style="clear: both; text-align: center;">
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<a href="https://1.bp.blogspot.com/-NR5AFVWJ9bY/WRwgr6W_o0I/AAAAAAAAASk/iX2TkfFDkzkRJAFdKL_aOqG3VU7vNKdjQCLcB/s1600/WTmorning_MarketPlace.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="https://1.bp.blogspot.com/-NR5AFVWJ9bY/WRwgr6W_o0I/AAAAAAAAASk/iX2TkfFDkzkRJAFdKL_aOqG3VU7vNKdjQCLcB/s640/WTmorning_MarketPlace.png" width="640" /></a></div>
<br />Depuis 2010, les marketplaces connaissent un essor fulgurant en
France. Les marketplaces occupent une place de plus en plus importante
dans le e-commerce français. On estime à plus de 3 milliards d’euros le
volume d’affaires réalisé via les marketplaces (Fevad).<br />
<strong><br />Quel est l’impact du business model Marketplace sur la e-logistique ?</strong><br />
<strong><br />Transparence et Sécurité, les gages de confiance des clients</strong><br />Quelles sont les bonnes pratiques ?<br />Quel niveau de transparence permettra d’éviter les confusions et de rassurer le client final ?<br />
<strong>Référencement et Sélection des vendeurs partenaires</strong><br />Comment attirer et fidéliser les meilleurs vendeurs partenaires ?<br />Sur quels critères sélectionner les vendeurs partenaires ?<br />
<strong>Optimisation et accompagnement des vendeurs prestataires</strong><br />Comment les opérateurs peuvent accompagner les vendeurs partenaires dans l'optimisation de leur elogistique ?<br />Quels objectifs ? A quel coût ? Avec quels outils ?<br />Quelles prestations de service proposer aux partenaires marchands ?<br /> De la logistique (Stockage, fulfillment, Cross Canal, Click and collect…)<br /> à la relation client (tracking, service client, Retours et litiges, SAV ...)<br />
<strong>Qualité de service et expérience client</strong><br />Comment offrir à un client marketplace un service de qualité identique à une vente directe ?<br />Comment améliorer l'expérience client sur l’ensemble de vos ventes ?<br /><br />
---------------------------------<br />
<br />Speakers (Programmation en cours) :<br />
- Justin Ziegler - Co Fondateur de Price Minister<br />
- Julien Defer - Responsable logistique d'Alice Garden<br />
- Eric Alessandri - CEO de Wizaplace<br />
<br />
La matinée sera animée par Frédéric Mirebeau - CEO de WelcomeTrack<br />
<br />---------------------------------<br />
<br />Ce
workshop s’adresse donc aux opérateurs de marketplace et à leurs
vendeurs partenaires et par extension à tous les ecommerçants vendant en
livraison directe fournisseur ou en dropshipping.<br />
<br />
<a href="http://www.welcometrackmorning.com/" target="_blank">Plus d'informations sur le site de l'évènement</a><br />
<br />
<a href="https://www.weezevent.com/wtmorning-marketplace" target="_blank">Inscription sur Weezevent</a> Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-11959139094989652132017-04-12T11:54:00.000+02:002017-04-12T11:57:00.142+02:00#ECNTalks e-logistique<div class="story-title entry-title" itemprop="name headline">
Frédéric Mirebeau, CEO de WelcomeTrack, pitchera au #ECNTalks organisé par Ecommerce Nation le 19 avril, 9h-13h.</div>
<div class="story-title entry-title" itemprop="name headline">
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<a href="https://www.ecommerce-nation.fr/leviers-utiliser-optimiser-e-logistique-ecntalks/" target="_blank"><img alt="https://www.ecommerce-nation.fr/leviers-utiliser-optimiser-e-logistique-ecntalks/" border="0" height="281" src="https://3.bp.blogspot.com/-ck0N0Mt9cug/WO3zfphtrPI/AAAAAAAAARw/-i_jiSelNDMFgoSrGwStfj3NQY3dnYZNACLcB/s640/ECNTalks%2Bweezevent%2Bbanner%2Belogistique-01.png" width="640" /></a></div>
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Une table ronde sur le thème <i>"Quels leviers pour optimiser ma e-logistique ?"</i> sera animée par Nicolas J Chevalier (Ecommerce Nation), Stéphane Cren (GS1) et Marouan Saouma (DHL).<br />
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Informations pratiques et inscription sur <a href="https://www.weezevent.com/ecntalks3" target="_blank">Weezevent</a>Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-21155924026694784972017-04-10T13:07:00.002+02:002017-04-12T00:08:25.350+02:00WelcomeTrack en 1 minutes 24 secondesWelcomeTrack s'est essayé à l'exercice de la vidéo corporate.<br />
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Comment résumer notre métier en moins d'une minute trente seconde ?<br />
<br />
Comment montrer les bénéfices de WelcomeTrack et traduire par la même occasion la personnalité de l'entreprise ?<br />
<br />
Nous espérons avoir relevé le défis en français ...<br />
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<iframe allowfullscreen="" class="YOUTUBE-iframe-video" data-thumbnail-src="https://i.ytimg.com/vi/iokHCBuM3n8/0.jpg" frameborder="0" height="266" src="https://www.youtube.com/embed/iokHCBuM3n8?feature=player_embedded" width="320"></iframe> </div>
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et en anglais ...</div>
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<iframe allowfullscreen="" class="YOUTUBE-iframe-video" data-thumbnail-src="https://i.ytimg.com/vi/FQNB3fkr4zM/0.jpg" frameborder="0" height="266" src="https://www.youtube.com/embed/FQNB3fkr4zM?feature=player_embedded" width="320"></iframe></div>
<br />Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-11002227707330159752017-03-27T15:18:00.002+02:002017-03-27T15:21:37.464+02:00Landris Kangou, nouveau Customer Succes ManagerLa satisfaction client est la raison d'être de WelcomeTrack. Il était normal qu'à notre tour nous accordions une attention exemplaire à nos clients ecommerçants.<br />
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Landris Kangou rejoint l'équipe WelcomeTrack au poste de Customer Sucess Manager.<br />
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Sa mission sera de former et d'accompagner les utilisateurs de la solution, de remonter les expériences qui aideront à améliorer la solution.<br />
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Sa double culture franco-britannique renforcera les ambitions européennes de WelcomeTrack.<br />
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<a href="https://1.bp.blogspot.com/-qbWkSr8URZ4/WNkQ5u5yU5I/AAAAAAAAARQ/MRbd9Dil8Ac2Do_5JxoY1z6qgj22WqOFwCLcB/s1600/Mickael.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="640" src="https://1.bp.blogspot.com/-qbWkSr8URZ4/WNkQ5u5yU5I/AAAAAAAAARQ/MRbd9Dil8Ac2Do_5JxoY1z6qgj22WqOFwCLcB/s640/Mickael.jpg" width="640" /></a></div>
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Tess - "Bonjour et Bienvenu dans l'équipe Landris !"<br />
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Landris - "Bonjour à tous ! Je suis ravi de rejoindre WelcomeTrack en tant que Customer Success Manager !"<br />
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Tess - "Peux-tu nous présenter ton parcours et tes précédentes missions avant WelcomeTrack ?"<br />
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Landris - "Après environ 10 ans au service de clients et de partenaires comme VMware et Oracle, mon dernier poste était celui de Customer Success Manager chez Microsoft. J'ai hâte d'établir un solide réseau de partenaires pour WelcomeTrack, de veiller à leur entière satisfaction et de dépasser leurs objectifs grâce à une collaboration étroite."<br />
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Tess - "Comment abordes-tu ton métier dans le cadre d'une startup telle que WelcomeTrack ?"<br />
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Landris - "Je crois en une communication ouverte et honnête et une attitude positive, qui sont d'après moi les clés de la réussite. De plus en plus d'entreprises ont désormais franchi le pas et adopté la transformation numérique, et mon objectif est de fidéliser les clients au travers d'une expérience utilisateur simple et agréable."<br />
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Tess - " Et à part le boulot ? Dis-nous un peu plus sur toi !"<br />
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Landris - "Plus jeune, j'ai fait partie de l'équipe de France de basket junior. Le basket a toujours été ma grande passion, même si je ne joue plus vraiment aujourd'hui. J'aime passer du temps avec ma famille, rire entre amis, rencontrer des personnes de tous horizons, découvrir de nouveaux pays et de nouvelles cultures. Et ayant vécu presque 20 ans au Royaume-Uni, j'avoue avoir développé un faible pour le célèbre « English breakfast » !"<br />
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Tess - "Merci Landris." Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-28323161910866080832017-03-27T09:00:00.000+02:002017-03-25T16:03:16.012+01:00WelcomeTrack recrute !<div class="separator" style="clear: both; text-align: center;">
<a href="https://3.bp.blogspot.com/-R4x-9IXLCIw/WNaDxpt74fI/AAAAAAAABdA/YhYzkmtHt4Q9GnfqDvXr39Uf-1Y4p4HcQCLcB/s1600/Vigicolis-29.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="425" src="https://3.bp.blogspot.com/-R4x-9IXLCIw/WNaDxpt74fI/AAAAAAAABdA/YhYzkmtHt4Q9GnfqDvXr39Uf-1Y4p4HcQCLcB/s640/Vigicolis-29.jpg" width="640" /></a></div>
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Créé en 2012 - 4 ans déjà ! - WelcomeTrack est aujourd'hui utilisé par les acteurs majeurs du e-commerce français avec une proposition de valeur simple : les aider à fidéliser leurs clients de la commande à la possession.</div>
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ShowRoomPrivé, Fnac, Decathlon, Auchan, Carrefour, RueduCommerce, Sézane, Le Slip Français, Vestiaire Collective, Birchbox, etc. nous font ainsi confiance, pour certain depuis plusieurs années. </div>
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Aujourd'hui nous accélérons notre développement en France mais aussi en Europe. Nous recherchons donc des talents pour accompagner notre croissance.</div>
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<br /></div>
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Nous recherchons actuellement 3 profils, mais d'autres viendront prochainement :</div>
<ul style="text-align: justify;">
<li><a href="https://welcometrack.welcomekit.co/jobs/cto-h-f-cdi_paris" target="_blank">CTO</a> : Vous êtes le Maître de nos solutions, de la conception à l'exploitation</li>
<li><a href="https://welcometrack.welcomekit.co/jobs/developper-full-stack_paris" target="_blank">Développeur Full Stack</a> : Vous intervenez avec brio aussi bien sur le back end que sur le front end</li>
<li><a href="https://welcometrack.welcomekit.co/jobs/inside-sales_paris" target="_blank">Inside Sales</a> : Vous dénichez, engagez et qualifiez nos futurs clients</li>
</ul>
<div style="text-align: justify;">
Vous ne vous reconnaissez pas dans un de ces profils ? N'hésitez pas à nous laisser une <a href="https://welcometrack.welcomekit.co/jobs/candidatures-spontanees" target="_blank">candidature spontanées</a> ! </div>
Frédérichttp://www.blogger.com/profile/13545715972382353779noreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-74545157748057113792017-03-20T12:40:00.000+01:002017-03-23T09:42:44.339+01:00(Re)Voir le WTMorning Elogistique Crossborder du 7 mars<table align="center" cellpadding="0" cellspacing="0" class="tr-caption-container" style="margin-left: auto; margin-right: auto; text-align: center;"><tbody>
<tr><td style="text-align: center;"><a href="https://1.bp.blogspot.com/-Gs9COpTljIo/WMpWtMPgfTI/AAAAAAAAAQs/OHrhbrZTEY4qjtICYWmeQHKaBLw_8MmLgCLcB/s1600/WTMorning-4.jpg" style="margin-left: auto; margin-right: auto;"><img border="0" height="425" src="https://1.bp.blogspot.com/-Gs9COpTljIo/WMpWtMPgfTI/AAAAAAAAAQs/OHrhbrZTEY4qjtICYWmeQHKaBLw_8MmLgCLcB/s640/WTMorning-4.jpg" width="640" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;">Pascal Meyer (Chanel), Yves Trocheris (Sezane), Aurélien Gascoin (B2C Europe) et Frédéric Mirebeau (WelcomeTrack)</td></tr>
</tbody></table>
<br />
Dans son édition du 7 mars dernier, WTMorning réunissait les ecommerçants et les experts de la elogistique autour du thème du ecommerce crossborder. Comment réussir sa logistique transfrontalière ? C'est la question à la quelle ont tenté de répondre nos témoins Pascal Meyer et Yves Trocheris avec l'éclairage de nos experts Aurélien Gascoin et Frédéric Mirebeau.<br />
Si vous n'avez pas pu assister à l'évènement, vous pouvez dès maintenant le visionner sur notre chaîne <a href="https://www.youtube.com/channel/UCYSdCNce6Sd_OKeD8r_xMrQ">Youtube</a>.<br />
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Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-75021810226276717272017-03-20T12:04:00.000+01:002017-03-20T12:04:27.104+01:00WTMorning, Elogistique crossborder e-logistique pour le commerce transfrontalier<div class="separator" style="clear: both; text-align: center;">
<a href="https://1.bp.blogspot.com/-r4dXvLWFjM8/WM-x9gS9EoI/AAAAAAAABcY/3q276LyEhesc7W62qRj6p3fyFMS_p5kxwCLcB/s1600/WTmorning%2BCrossborder%2B2.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" src="https://1.bp.blogspot.com/-r4dXvLWFjM8/WM-x9gS9EoI/AAAAAAAABcY/3q276LyEhesc7W62qRj6p3fyFMS_p5kxwCLcB/s640/WTmorning%2BCrossborder%2B2.png" width="640" /></a></div>
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<div>
Le ecommerce transfrontalier est un axe de développement fort pour
les ecommerçants français. D'après une étude de International Post
Corporation de 2013, 11 % des Européens achètent déjà en ligne en
cross-border, ce qui fait la réussite de e-marchands qui réalise une
part importante et grandissante de leur CA à l'international comme
l'anglais ASOS. En devenant exportateur, le e-marchand développe ses
ventes mais il se heurte également à des problématiques logistiques
liées à la complexité de la livraison <span class="il">crossborder</span>. Alors comment relever le défi de la logistique transfrontalière ?</div>
<div>
</div>
<div>
Quelles sont les bonnes pratiques pour rassurer les visiteurs étrangers, pour satisfaire et fidéliser la clientèle ?<br />
Quelle politique de frais de port adopter pour être attractif ?<br />
Quels sont les prestataires logistique et transport les plus adaptés
pour mon produit, pour ma clientèle et pour ma zone géographique cible ?<br />
Quels services innovent et donnent un avantage concurrentiel ?<br />
Comment organiser le stockage, le conditionnement, les expéditions ?<br />
Comment gérer les retours, les remboursements ?<br />
Quelles sont les règles douanières ? Comment en rendre compte au client sans frustration ?<br />
Comment communiquer en fonction de la langue et des habitudes de chaque pays destinataire ?<br />
Comment identifier les marchés porteurs ?</div>
<div>
</div>
<div>
Pour cette nouvelle édition, <span class="il">WTMorning</span> se penche sur la problématique du ecommerce <span class="il">crossborder</span> à travers le témoignage d'ecommerçants expérimentés et grâce à l'éclairage d'experts du secteur.</div>
<div>
</div>
<div>
Nous vous donnons rendez-vous le 7 mars 2017 chez TheFamily.<br />
</div>
<div>
<span style="color: darkorange;">L'entrée est gratuite mais réservée aux e-commerçants inscrits.<br />
Attention le nombre de place est limité. Ne tardez pas à vous inscrire.</span></div>
</div>
Frédérichttp://www.blogger.com/profile/13545715972382353779noreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-25548931160756821082016-10-28T14:34:00.001+02:002017-01-05T12:18:08.362+01:00Startup Pitch #LogTech en images<div class="separator" style="clear: both; text-align: center;">
<a href="https://4.bp.blogspot.com/-MkJTDYcDCog/WG4ZHy-Iq2I/AAAAAAAAANI/J1w23G8bjCwxKSUyuqI4NTlEKzA6LxbzACEw/s1600/IMG_0966.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="480" src="https://4.bp.blogspot.com/-MkJTDYcDCog/WG4ZHy-Iq2I/AAAAAAAAANI/J1w23G8bjCwxKSUyuqI4NTlEKzA6LxbzACEw/s640/IMG_0966.jpg" width="640" /></a></div>
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</b></span><span style="font-size: 12.0pt; line-height: 107%;"><span style="font-size: 12.0pt; line-height: 107%;">En première partie de matinée, Nicolas J Chevalier (<a href="http://www.ecommerce-nation.fr/" target="_blank">Ecommerce Nation</a>)</span>, Augustin Gueldry (<a href="http://www.colicoach.com/" target="_blank">Colicoach</a>) et
Stéphane Cren (<a href="https://www.aslog.org/" target="_blank">Aslog</a>) ont dressé un panorama de l'innovation dans la logistique urbaine.</span></div>
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<span style="font-size: 12.0pt; line-height: 107%;">Puis, six startups de la #LogTech française ont présenté leur solution pour améliorer la logistique des ecommerçants.</span><span style="font-size: 12.0pt; line-height: 107%;"> </span><br />
<br />
<div style="text-align: center;">
<span style="font-size: 12.0pt; line-height: 107%;"><span style="font-size: 12.0pt; line-height: 107%;"><span style="font-size: 12.0pt; line-height: 107%;">Nicolas Van Meerbeke (</span><a href="https://colibou.com/" target="_blank">Colibou</a>)</span> </span></div>
<span style="font-size: 12.0pt; line-height: 107%;"> </span><a href="https://3.bp.blogspot.com/-qpQArYbMS8Y/WG4lzQVfAJI/AAAAAAAAAOY/5t1tjymacNsOXigzQ2jZdxS_iGdy4-1QgCLcB/s1600/IMG_5141.JPG" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="480" src="https://3.bp.blogspot.com/-qpQArYbMS8Y/WG4lzQVfAJI/AAAAAAAAAOY/5t1tjymacNsOXigzQ2jZdxS_iGdy4-1QgCLcB/s640/IMG_5141.JPG" width="640" /> </a><br />
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<span style="font-size: 12.0pt; line-height: 107%;">Michael S. Levy (</span><span style="font-size: 12.0pt; line-height: 107%;"><a href="http://deliver.ee/">Deliver.ee</a>)</span></div>
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<a href="https://3.bp.blogspot.com/-aNl0I_73788/WG4kwL9CjOI/AAAAAAAAAN8/sjAlSSQQZ7EaJQAf1WDMrciBW647UBshQCLcB/s1600/IMG_5142.JPG" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="480" src="https://3.bp.blogspot.com/-aNl0I_73788/WG4kwL9CjOI/AAAAAAAAAN8/sjAlSSQQZ7EaJQAf1WDMrciBW647UBshQCLcB/s640/IMG_5142.JPG" width="640" /></a></div>
<div style="text-align: center;">
<br />
<span style="font-size: 12.0pt; line-height: 107%;"><span style="font-size: 12.0pt; line-height: 107%;">Antoine Sentenac (</span><a href="https://www.wing.eu/" target="_blank">Wing</a>)</span></div>
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<span style="font-size: 12.0pt; line-height: 107%;"><span style="font-size: 12.0pt; line-height: 107%;">Florian </span><span style="mso-ascii-font-family: Calibri; mso-bidi-font-family: Calibri; mso-hansi-font-family: Calibri;">Laudillay</span><span style="font-size: 12.0pt; line-height: 107%;"> (<a href="http://shoprunback.com/fr/" target="_blank">S</a></span><a href="http://shoprunback.com/fr/" target="_blank">hopRunBack</a>)</span></div>
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<span style="font-size: 12.0pt; line-height: 107%;"><span style="font-size: 12.0pt; line-height: 107%;">Frédéric Mirebeau (</span></span><span style="font-size: 12.0pt; line-height: 107%;"><a href="http://www.welcometrack.com/" target="_blank">WelcomeTrack</a>)</span> </div>
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<span style="font-size: 12.0pt; line-height: 107%;">Merci à nos speakers pour leur énergie communicative. </span></div>
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<![endif]-->Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-39521903195041640672016-10-18T15:10:00.001+02:002016-10-28T14:32:22.917+02:00Startup pitch #LogTech, le 15 novembre 2016<div class="separator" style="clear: both; text-align: center;">
<a href="https://2.bp.blogspot.com/-_XFiQhjpsCg/WBNFFNd6L6I/AAAAAAAAAJY/PfJ_TKEdd-oCCeiGmBDAFYpT4Qe_YKWIwCLcB/s1600/%2523LogTech%2BTwitter%2BFinal.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="536" src="https://2.bp.blogspot.com/-_XFiQhjpsCg/WBNFFNd6L6I/AAAAAAAAAJY/PfJ_TKEdd-oCCeiGmBDAFYpT4Qe_YKWIwCLcB/s640/%2523LogTech%2BTwitter%2BFinal.png" width="640" /></a></div>
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<br />
WelcomeTrack est à l'initiative d'un nouvel évènement dédié à la e-logistique. <br />
<br />
Le 15 novembre, 6 startups spécialistes de la supply chain, de la logistique et du transport pitchent leurs solutions pour améliorer votre logistique et la
satisfaction de vos clients.<br />
Logistique du 1<sup>er</sup> km,
Livraison en soirée, livraison sur rendez-vous, suivi de livraison
multi-transporteur, gestion des retours, économie collaborative … #LogTech présente 6 outils
innovants pour améliorer l’efficacité et la rentabilité de votre
e-commerce.<br />
<br />
<b>Programme de la matinée </b><br />
8h30 – 9h00 Accueil autour d’un petit déjeuner<br />
9h00 – 9h30 Table ronde : I<i>nnovation dans la #LOGTECH</i><br />
9h30 – 10h45 Pitch (5mn et 5mn Q&R)<br />
10h45 – 12h00 Networking<br />
<br />
<u>L'entrée est gratuite mais réservée aux e-commerçants inscrits</u>.<br />
Attention le nombre de place est limité. <a href="https://www.weezevent.com/pitch-de-startup-de-la-logtech" target="_blank">Ne tardez pas à vous inscrire ici</a><br />
<br />Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-33844929428929807862016-09-09T11:16:00.000+02:002016-09-09T15:02:31.392+02:00WelcomeTrack participe à la première édition de DeliverOne, le salon europeen de la e-Logistique<div class="separator" style="clear: both; text-align: left;">
WelcomeTrack participait les 7 et 8 septembre dernier à la première édition de DeliverOne, le salon européen de la logistique ecommerce. Ce nouveau rendez-vous imaginé et réalisé par le français Stéphane Tomczak, affirme
dès sa première édition un positionnement ambitieux et original. </div>
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<a href="https://2.bp.blogspot.com/-drvw7uevP_I/V9J-t1zG7LI/AAAAAAAAAHw/6bx_rtk1OUIYJvaU4agzYsM49hFDs9LHACLcB/s1600/WelcomeTrack_DeliverOne_2016.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="480" src="https://2.bp.blogspot.com/-drvw7uevP_I/V9J-t1zG7LI/AAAAAAAAAHw/6bx_rtk1OUIYJvaU4agzYsM49hFDs9LHACLcB/s640/WelcomeTrack_DeliverOne_2016.jpg" width="640" /></a></div>
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Deliver One réunit les directions métiers de la e-logistique au niveau international. <a href="http://www.ecommercemag.fr/Thematique/solutions-1011/logistique-10047/Breves/Deliver-One-nouveau-rendez-vous-europeen-logistique-308463.htm#6H1TCR1VQ3vFHZlO.99"><i>"En
ayant beaucoup voyagé en Europe, je constatais que le sujet de la
logistique était trop souvent sous-traité par rapport aux autres sujets.
Je voulais vraiment créer un forum pour que l'on donne toutes ses
lettres de noblesse à la logistique e-commerce."</i></a> explique Stéphane Tomczak dans Ecommercemag.fr. </div>
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Responsables Supply Chain, Ecommerce, Logistique ou Transport, nous avons pu rencontrer des professionnels européens mais aussi des américains ou des chinois (Alibaba). Les africains de Jumia étaient également annoncés sur le site de l'évènement.</div>
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Selon nous, cette dimension résolument internationale distingue Deliver One d'autres salon tels qu'<a href="http://www.ecommerce1to1.com/">Ecommerce One To One</a> dédié aux directions générales ou qu'<a href="https://www.ecommerceparis.com/">Ecommerce Retail Paris</a> centré sur le marché franco-français. Stéphane Tomczak ajoute que "<i><a href="https://www.blogger.com/En%20savoir%20plus%20sur%20http://www.ecommercemag.fr/Thematique/solutions-1011/logistique-10047/Breves/Deliver-One-nouveau-rendez-vous-europeen-logistique-308463.htm#6H1TCR1VQ3vFHZlO.99%20%20Une%20programmation">Le projet est aussi né de la volonté de promouvoir ce projet européen, un outil supplémentaire pour les e-commerçants afin de trouver leurs prestataires et de s'internationaliser. (...) La Commission Européenne y travaille depuis longtemps. C'est l'une des priorités de la Commission avec une forte attente sur les sujets logistiques."</a> </i>En témoigne, la présence d'Irmfried Schwimann, directrice pour les marchés à la DG concurrence de la Commission européenne.</div>
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Deliver One faisait la part belle à l'innovation avec des démonstrations de drônes et de robot livreur.</div>
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Deliver One est un évènement intégralement compensé carbone. En tant qu'anciens ecommerçants spécialistes de la cosmétique bio, nous avons apprécié l'utilisation de matière écologique dans l'aménagement du salon. Palettes de transport en bois et mobilier en carton donnait au cadre prestigieux une touche métier et durable appréciable. </div>
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Pour finir, WelcomeTrack a reçu avec beaucoup de fierté le deuxième prix du Customer Experience Award.</div>
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Rendez-vous est pris pour l'année prochaine.</div>
<br />Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-17575392319919597492016-09-06T15:43:00.000+02:002016-09-09T11:07:03.937+02:00WelcomeTrack recueille un NPS de 47,8 en septembre 2016<div class="separator" style="clear: both; text-align: center;">
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WelcomeTrack recueille un Net Promoter Score de 47,8 auprès de ses clients. Cette très bonne note est accueillie avec d'autant plus d'enthousiasme, qu'elle est obtenue sans aucun clients détracteurs. <br />
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<br />
<b>Le NPS, qu'est-ce que c'est ?</b><br />
<br />
Le NPS est un indicateur de fidélité client développé
en 2003 par le consultant Fred Reichheld de Bain & Company.<i> <a href="https://fr.checkmarket.com/blog/votre-net-promoter-score/">Le NPS a pour objectif de déterminer un score uniforme et facilement interprétable pour la satisfaction client qui peut être comparé au fil du temps ou entre différentes industries.</a></i><br />
<i><a href="https://fr.checkmarket.com/blog/votre-net-promoter-score/">Le NPS évalue dans quelle mesure le répondant recommande une certaine société, produit ou service à ses amis, ses proches ou ses collègues.</a> </i>L’idée sous jacente étant que lorsqu'on aime utiliser un produit ou faire des affaires avec une entreprise particulière, on souhaite partager cette expérience avec d'autres.<br />
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Le NPS est calculé à partir d’une première question très spécifique concernant l’intention de recommandation, puis d’une seconde question qualitative.<br />
Pour notre premier sondage, nous avons posé les questions suivantes :<br />
<ol>
<li>Recommanderiez-vous WelcomeTrack à un collègue ou à un autre e-commerçant ?<br />Notez de 0 (certainement pas) à 10 (certainement).</li>
<li>Que diriez-vous de WelcomeTrack à vos confrères en quelques mots ? <br />Question ouverte. </li>
</ol>
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<span style="color: #38761d;">Entre 10 et 9, les clients sont des promoteurs de la marque, de véritables ambassadeurs. Ce sont des utilisateurs réguliers du produit qui le connaissent bien, qui en parlent autour d'eux et qui en vantent les mérites.</span><br />
<span style="color: #7f6000;">Entre 8 et 7, les clients sont dits passifs<i>. </i>Plus neutres, ils sont satisfaits sans éprouver le même enthousiasme que les promoteurs et restent peu disposés à recommander l'entreprise. Moins fidèle, cette catégorie cède plus facilement aux offres de la concurrence.</span><br />
<span style="color: red;">Entre 6 et 0, les clients sont des détracteurs de la marque. C<span style="background-color: yellow;"><span style="background-color: white;">es clients insatisfaits méritent toute notre attention, car leur déception peut céder la place à l'abandon de la solution voir à des critiques à tout autre sentiment négatif. </span></span></span><br />
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<h4 style="text-align: center;">
<b>NPS =<span style="color: #38761d;"> % PROMOTEURS</span> - <span style="color: red;">% DETRACTEURS</span></b></h4>
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Pour obtenir le NPS, il faut soustraire le pourcentage de détracteurs du pourcentage de promoteurs. On obtient ainsi un score de -100 (tous vos clients sont détracteurs) à +100 (tous vos clients sont promoteurs). A partir de 0, le NPS est bon. Autour de 50 ou au delà, le résultat est très bon ! <br />
<br />
<b>Comment allons nous servir du NPS ?</b><br />
<br />
Nous avons choisi d'espacer nos enquêtes de NPS de 6 mois. Le temps pour
nous de décortiquer et d'analyser chaque sondage pour améliorer
notre solution et satisfaire pleinement nos utilisateurs.<br />
<br />
Le NPS est un outil de mesure et de statistiques : il nous permettra d'évaluer notre performance et peut-être de nous comparer à d'autres éditeurs de solution Saas. <a href="https://fr.checkmarket.com/blog/votre-net-promoter-score/">Même s'il est controversé</a>, le NPS est de plus en plus utilisé par les entreprises ce qui permet d'avoir un outil de comparaison très large.<br />
<br />
Le NPS est aussi un outil de décision. Grâce à lui, nous pouvons identifier les clients qui méritent une attention particulière et mener des actions concrètes afin de mieux comprendre et de mieux répondre à leurs besoins. L'analyse des verbatims complète et affine la démarche à adopter. Nous aurons l'occasion d'en parler dans un autre article.<br />
<br />
Le NPS est enfin, un outil de référence et de motivation commun à toute l'équipe. C'est un objectif lisible pour chacun des membres de l'équipe du développer au commercial, des stagiaires au CEO.<br />
<br />
L'arrivée imminente d'un Customer Happiness Manager s'inscrit dans cette recherche constante de satisfaire et d'enchanter nos clients au quotidien. Simplifier leur travail grâce à notre outil, leur faire gagner du temps et les rendre encore plus performants. Le bonheur au travail, n'est-il pas une priorité pour chacun de nous ?Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-22226890823387496112016-08-25T11:07:00.001+02:002016-09-06T15:43:52.880+02:00Alain Risbourg, nouveau Sales Manager de Welcometrack<a href="https://2.bp.blogspot.com/-w2tR7YvwFes/V760_9w-uxI/AAAAAAAAAFw/r02wSFy3jbcY8tfIp9Jyh_1NGBAIyS08QCLcB/s1600/Portrait.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="309" src="https://2.bp.blogspot.com/-w2tR7YvwFes/V760_9w-uxI/AAAAAAAAAFw/r02wSFy3jbcY8tfIp9Jyh_1NGBAIyS08QCLcB/s320/Portrait.jpg" width="320" /></a>Alain Risbourg vient de rejoindre WelcomeTrack en tant que Sales Manager
afin d'accélérer le développement de WelcomeTrack en France et en
Europe.<br />
<br />
Diplômé en 1987 de Telecom Paris Tech et en 2000 de l'Executive MBA de l'ESSEC, Alain Risbourg débute sa carrière aux Bell Labs (devenu Alcatel-Lucent) puis fait du développement logiciel chez Sligos (devenu Atos) avant d'effectuer son Service National à New-York, auprès de la Mission Permanente de la France auprès des Nations-Unies.<br />
<br />
De retour en 1990, il rejoint Sun Microsystems en tant qu'ingénieur technico-commercial, puis en 1993, le Marketing Produit. En 1998, Responsable des lignes produits workgroup, il prend également la responsabilité du Marketing marchés techniques. En 2000, il lance l'activité ventes Solutions BI et CRM de Sun Microsytems. Il quittera Sun Microsystems en 2002 pour se lancer dans l'entrepreneuriat.<br />
<br />
Fin 2001, il créé, avec 2 associés chercheurs de l'INRIA, Jalios, un éditeur de logiciels de Gestion de contenus, et prend en charge le développement des ventes. Il développe alors en autofinancement total Jalios, qui réalise aujourd'hui un CA de 6 M€.<br />
<br />
<!--[if gte mso 9]><xml>
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</xml><![endif]-->Depuis 2009, il a pris en charge le développement de plusieurs startups dans le domaine de la relation client, de l’open innovation ou plus récemment du Support à la performance et du elearning pour leur faire passer<span style="mso-spacerun: yes;">
</span>un cap dans leur développement.<br />
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Son expérience et sa parfaite connaissance de l'écosystème startup font d'Alain Risbourg un atout majeur dans la stratégie croissance de WelcomeTrack.<br />
<br />
Nous lui souhaitons la bienvenue. <br />
<br />Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-5989034926804441040.post-84178066474321893352016-05-11T10:37:00.001+02:002016-05-11T19:17:42.467+02:00 5 Questions à Florian Laudillay de ShopRunBack<b>Bonjour Florian, peux-tu te présenter ?</b><br />
<br />
Bonjour Tess, je suis Florian, Head of Sales et co-fondateur de <a href="http://shoprunback.com/fr/">ShopRunBack</a>. Ayant eu un parcours tant e-commerçant (lancement du site ToysRus.fr en 2010) que logistique (Gestion Fullfilment chez ShipLeader), nous avons lancé, avec Eddy Richauvet (CEO/fondateur), en 2014, ShopRunBack, une solution de gestion des retours online.<br />
<br />
<a href="https://1.bp.blogspot.com/-X4pKR3MZfDY/VzLyMdTd79I/AAAAAAAAADc/dv8_eCHV0CU4WsbEbj25Mw6p32gT5OF7gCLcB/s1600/ShopRunBack.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="174" src="https://1.bp.blogspot.com/-X4pKR3MZfDY/VzLyMdTd79I/AAAAAAAAADc/dv8_eCHV0CU4WsbEbj25Mw6p32gT5OF7gCLcB/s320/ShopRunBack.jpg" width="320" /></a><b>Peux-tu présenter ShopRunBack et précisez à qui s'adresse la solution ?</b><br />
<br />
ShopRunBack est une solution globale de gestion de retour e-Commerce. Grâce à nos<br />
applications web et notre API, nous permettons aux plates-forme e-Commerce de révolutionner la gestion et le pilotage de leurs retours, en offrant une expérience complète et qualitative pour leurs clients.<br />
<br />
En intégrant nos solutions, vous pouvez retourner n’importe quel article de n’importe quelle commande, partout dans le monde !<br />
<br />
D’une façon opérationnelle, nous mettons à disposition des e-commerçants, un réseau d’adresses locales, permettant le retour de produit/commande par leur client. Sur chacune d’elles, s’agissant de plates-formes logistique e-commerce, nous allons opérer différents contrôles, relevés d’informations et reconditionnements sur chaque colis reçu, avant de les relocaliser par consolidation auprès de l’entrepôt destinataire du marchand.<br />
L’idée est de proposer un produit innovant et unique sur le marché, répondant à l’exigence de l’ensemble des e-commerçants et de leurs consommateurs. Permettre au plus petit de pouvoir acquérir nos services et être aussi compétitif que les plus gros, et permettre à ces derniers d’avoir une solution complète, calibrée et fonctionnelle, au vue de leurs volumes et présence à l’internationale. <br />
<br />
<b>Quel enjeu représente la bonne gestion des retours ?</b><br />
<br />
Le marché actuel porte beaucoup d’attention sur les solutions d’expédition et de livraison, mais peu de valeur sur l’expérience client après-vente : l’acte de retour devient la clef de voûte de l’e-commerce.<br />
La livraison gratuite est devenu un standard en e-Commerce, le retour gratuit quant à lui, devient un véritable avantage concurrentiel et répond à une forte attente des consommateurs : plus de 60% des e-consommateurs trouvent que l’acte de retour gratuit est un élément incontournable lors une procédure de retour et plus de 90% sont incités à racheter auprès d’un même e-marchand, si la procédure de retour lui a été favorable.<br />
Il en ressort donc que la gestion des retours est devenu un axe primordial et de plus en plus prioritaire – d’autant plus lors de vente cross-border : les habitudes de consommations et législations de retours de nos voisins européens sont différentes d’un pays à l’autre.<br />
L’enjeu pour chaque e-commerçant est d’offrir une expérience retour idéale pour son consommateur, que celui-ci soit à sa charge ou offert, une bonne gestion de ses retours est devenu un axe de levier de transformation.<br />
<br />
<b>Quelle plus-value apportez-vous aux e-Commerçants, par rapport à un traitement interne des retours ?</b><br />
<br />
Aujourd’hui la complexité et le niveau élevé des coûts et délais de retour à l’international, restent un véritable casse-tête, tant pour l’e-commerçant que les clients.<br />
Notre offre permet aux e-marchands de s’internationaliser en proposant des services retour locaux, par pays. Cela se traduit par la mise à disposition d’une adresse en locale, afin d’offrir une expérience unique et en adéquation avec le marché pays.<br />
ShopRunBack est un véritable partenaire sur la gestion de leurs retours ; l’idée étant de déporter le traitement actuel, localement, afin de proposer des solutions retours 1erKM à tarif nationaux (de l’adresse du client, jusqu’à la plate-forme locale retour) et d’avoir la capacité de communiquer un contrôle de retour sous 24 à 48h - délai crucial pour les e-commerçants, afin de pouvoir réengager leurs clients (pour un échange ou remboursement).<br />
L’intégration de nos API, dans le process retour web du marchand, permet une totale autonomie du client : validation de son retour, enregistrement du souhait (échange/remboursement), choix du mode transport de retour, édition des bons de retours… - Process pouvant réduire de près de 30% les appels/demandes auprès de certains services client.<br />
Egalement, nos outils permettent une analyse précises et complètes des retours, comprendre ses taux de retours, par produit, les raisons d’insatisfactions et autres motifs, sont des données très enrichissantes pouvant résoudre d’autres problématiques en interne.<br />
<br />
<b>Quels conseils donneriez-vous à un e-commerçant pour bien gérer ces retours ?</b><br />
<br />
Voici quelques suggestions pour bien gérer ses retours :<br />
- Ayez une bonne connaissance et adaptation des réglementations en vigueur lors d’une présence multi-pays ; connaissez les habitudes de vos consommateurs, soyez en adéquation avec leurs attentes et surtout les différents délais : droit de rétractation, de retour et de remboursement ;<br />
- Transparence, facilité et clarté de votre procédure de retour : soyez honnête avec vos clients, précisez leur l’ensemble des modalités retours, mettez votre politique en avant et soyez précis – faite de votre politique retour un avantage concurrentiel (70% des e-consommateurs les consultent avant un achat) !<br />
- Ne faite pas l’impasse sur leur traitement logistique : vos retours sont des clients en attente de vos actions : déclenchement d’échange, d’avoir ou de remboursement. Réduisez vos délais de traitement afin d’avoir une réactivité pour la satisfaction de vos clients. Apportez autant d’importance au traitement de vos flux retour qu’à la livraison de vos commandes.<br />
<br />
<b>Merci d'avoir répondu à nos questions.</b><br />
<br />
<a href="http://shoprunback.com/fr/">Plus d'info sur ShopRunBack</a><b> </b><br />
<br />
<b>ShopRunBack interviendra lors du prochain #WTMorning qui se déroulera le 16 juin à Paris sur le thème "<a href="http://www.welcometrackmorning.com/?utm_source=Blog&utm_medium=Billet&utm_campaign=ShopRunBack">Les retours : un levier de fidélisation pour les e-commerçants</a>" </b> Unknownnoreply@blogger.com0