{"id":11,"date":"2007-01-20T18:46:32","date_gmt":"2007-01-20T17:46:32","guid":{"rendered":"http:\/\/www.ziserman.com\/blog\/?p=11"},"modified":"2007-01-22T06:22:30","modified_gmt":"2007-01-22T05:22:30","slug":"y-a-t-il-un-pilote-dans-la-boutique","status":"publish","type":"post","link":"https:\/\/www.ziserman.com\/blog\/2007\/01\/20\/y-a-t-il-un-pilote-dans-la-boutique\/","title":{"rendered":"Y a-t-il un pilote dans la boutique ?"},"content":{"rendered":"<p>Vous ne vous \u00eates jamais senti seul, vous, quand vous fl\u00e2nez dans les m\u00e9andres d&rsquo;un site marchand ?<\/p>\n<p>Vous n&rsquo;avez jamais eu le spleen de l&rsquo;utilisateur perdu, qui ne sait pas trop ce qu&rsquo;il doit faire, quel produit acheter, o\u00f9 le trouver&#8230;<\/p>\n<p>Dans la plupart des sites marchands, il \u00ab\u00a0n&rsquo;y a personne \u00e0 bord\u00a0\u00bb, ou plut\u00f4t, on est en mode \u00ab\u00a0pilote automatique\u00a0\u00bb.<\/p>\n<p>Certains sites tentent de r\u00e9pondre \u00e0 ce probl\u00e8me, par diff\u00e9rentes solutions.<\/p>\n<h4>La solution classique : le call center<\/h4>\n<p>L&rsquo;utilisateur peut appeler une hot line, avec un num\u00e9ro surtax\u00e9 ou pas.<\/p>\n<p><img decoding=\"async\" src=\"http:\/\/www.ziserman.com\/blog\/.images\/0701\/CallAnExpert.jpg\" \/><\/p>\n<p><em><small>Exemple trouv\u00e9 sur le site US de <a target=\"_blank\" href=\"http:\/\/www.ziserman.com\/blog\/www.vanns.com\">Vanns<\/a> <\/small><\/em><\/p>\n<p>C&rsquo;est une solution \u00e9prouv\u00e9e&#8230;  Ne peut on rien faire de mieux ?<\/p>\n<h4>Un peu plus innovant : le syst\u00e8me de chat int\u00e9gr\u00e9 dans le site<\/h4>\n<p>Exemple : sur le site <a target=\"_blank\" href=\"http:\/\/www.ziserman.com\/blog\/www.nugadgets.com\">Nugadgets<\/a> on trouve le bouton suivant :<\/p>\n<p><img decoding=\"async\" src=\"http:\/\/www.ziserman.com\/blog\/.images\/0701\/CallAnExpert2.jpg\" \/><\/p>\n<p>Quand on clique dessus, \u00e7a ouvre un popup, du genre :<\/p>\n<p><img decoding=\"async\" src=\"http:\/\/www.ziserman.com\/blog\/.images\/0701\/PopupCallAnExpert2.jpg\" \/><\/p>\n<p>Bon, en l&rsquo;occurrence, sur Nugadgets, j&rsquo;ai attendu quelques dizaines de minutes et j&rsquo;ai finalement eu ce message :<\/p>\n<p><img decoding=\"async\" src=\"http:\/\/www.ziserman.com\/blog\/.images\/0701\/PopupCallAnExpert3.jpg\" \/><\/p>\n<p>Mais \u00e7a ne devait pas \u00eatre le bon moment&#8230; Un autre jour, j&rsquo;avais un peu discut\u00e9 avec un t\u00e9l\u00e9-conseiller sur le site <a target=\"_blank\" href=\"http:\/\/www.bhphotovideo.com\/\">bhphotovideo<\/a>, qui offre la m\u00eame fonction, et l&rsquo;\u00e9change avait \u00e9t\u00e9 int\u00e9ressant, le gars connaissait bien son rayon, et m&rsquo;avait donc donn\u00e9 de <strong>vrais conseils de pro<\/strong>.<\/p>\n<p>En plus de donner des conseils sur le fond (quel produit, pourquoi est-il meilleur&#8230;), <strong>le gars peut \u00e9galement guider l&rsquo;utilisateur dans le site<\/strong>, le conseiller sur ce qu&rsquo;il doit faire.<\/p>\n<p>Enfin, le t\u00e9l\u00e9-conseiller a \u00e9galement la possibilit\u00e9 de <strong>passer la commande pour vous<\/strong>.<\/p>\n<p>Au bout du compte, il me semble que ces fonctions sont encore un peu \u00ab\u00a0brut de fonderie\u00a0\u00bb :<\/p>\n<ul>\n<li>On ne sait pas combien de temps on doit attendre avant d&rsquo;avoir l&rsquo;aide d&rsquo;un t\u00e9l\u00e9-conseiller<\/li>\n<li>Mettre cette fonction dans un popup n&rsquo;est peut \u00eatre pas le plus facile pour l&rsquo;utilisateur (voir <a target=\"_blank\" href=\"http:\/\/www.ziserman.com\/blog\/2007\/01\/16\/popup-ou-pas\/\">ce billet<\/a>)<\/li>\n<\/ul>\n<p>Mais <strong>il me semble que ce sont des initiatives int\u00e9ressantes, qui cherchent \u00e0 apporter \u00e0 l&rsquo;utilisateur un service avec plus de valeur ajout\u00e9e.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Vous ne vous \u00eates jamais senti seul, vous, quand vous fl\u00e2nez dans les m\u00e9andres d&rsquo;un site marchand ? Vous n&rsquo;avez jamais eu le spleen de l&rsquo;utilisateur perdu, qui ne sait pas trop ce qu&rsquo;il doit faire, quel produit acheter, o\u00f9 le trouver&#8230; Dans la plupart des sites marchands, il \u00ab\u00a0n&rsquo;y a personne \u00e0 bord\u00a0\u00bb, ou [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[2],"tags":[371,6],"class_list":["post-11","post","type-post","status-publish","format-standard","hentry","category-e-commerce","tag-e-commerce","tag-ergonomie"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Y a-t-il un pilote dans la boutique ? - Ziserman.com<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ziserman.com\/blog\/2007\/01\/20\/y-a-t-il-un-pilote-dans-la-boutique\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Y a-t-il un pilote dans la boutique ? - Ziserman.com\" \/>\n<meta property=\"og:description\" content=\"Vous ne vous \u00eates jamais senti seul, vous, quand vous fl\u00e2nez dans les m\u00e9andres d&rsquo;un site marchand ? 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