Anticipation des besoins clients – Projet Crediz (Sofac)

  • Client Sofac
  • Date 15/05/2024
  • dans le cadre de Publications
  • Sous la direction de Tribal DDB - RAPP Maroc
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Dans le cadre du lancement du projet Crediz chez Sofac, j’ai été mobilisé pour anticiper les questions et préoccupations des futurs utilisateurs concernant les offres de crédit. L’objectif était de préparer un ensemble de réponses claires afin d’améliorer l’expérience client dès les premiers contacts.

Action

Analyse des besoins et attentes des clients concernant le crédit à la consommation.
– Identification des questions récurrentes : éligibilité, taux, modalités de remboursement, sécurité des données, délais, documents requis.
– Rédaction de réponses précises, pédagogiques et adaptées à différents profils d’utilisateurs.
– Participation à l’amélioration du parcours client en proposant des points de clarification destinés à prévenir les incompréhensions.

Résultat

Mise à disposition d’un référentiel de réponses permettant aux conseillers de gérer plus facilement les demandes entrantes.
– Amélioration de la fluidité du parcours client et réduction des points d’incompréhension anticipés.
– Développement de compétences en analyse des besoins utilisateurs, en communication claire, et en gestion de la relation client.