{"id":31756,"date":"2025-10-30T10:00:19","date_gmt":"2025-10-30T09:00:19","guid":{"rendered":"https:\/\/www.digicontacts.net\/why-customer-relations-via-chat-have-become-indispensable\/"},"modified":"2025-12-18T17:28:39","modified_gmt":"2025-12-18T16:28:39","slug":"why-customer-relations-via-chat-have-become-indispensable","status":"publish","type":"post","link":"https:\/\/www.digicontacts.net\/en\/blog\/why-customer-relations-via-chat-have-become-indispensable\/","title":{"rendered":"Why customer relations via chat have become indispensable"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"31756\" class=\"elementor elementor-31756 elementor-31744\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-44b56d6c e-flex e-con-boxed e-con e-parent\" data-id=\"44b56d6c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7cfb258f elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"7cfb258f\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;no_headings_message&quot;:&quot;Aucun titre n\\u2019a \\u00e9t\\u00e9 trouv\\u00e9 sur cette page.&quot;,&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;far fa-circle&quot;,&quot;library&quot;:&quot;fa-regular&quot;},&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<div class=\"elementor-toc__header-title\">\n\t\t\t\tContents\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__7cfb258f\" aria-expanded=\"true\" aria-label=\"Open table of contents\"><i aria-hidden=\"true\" class=\"fas fa-chevron-down\"><\/i><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__7cfb258f\" aria-expanded=\"true\" aria-label=\"Close table of contents\"><i aria-hidden=\"true\" class=\"fas fa-chevron-up\"><\/i><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__7cfb258f\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<i class=\"elementor-toc__spinner eicon-animation-spin eicon-loading\" aria-hidden=\"true\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6d2a52b3 e-flex e-con-boxed e-con e-parent\" data-id=\"6d2a52b3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-19d03e93 elementor-widget elementor-widget-text-editor\" data-id=\"19d03e93\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-pasted=\"true\">In today&#8217;s fast-paced world, <strong>online customer management<\/strong> has become an essential pillar of digital <strong>communication <\/strong>between brands and their customers. Whether B2B or B2C, organizations have seen an explosion in the use of <strong>chat software<\/strong> or <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/need\/instant-messaging\/\">instant messaging solutions<\/a> on their websites, online stores and customer platforms. This means of communication, now preferred to e-mail or the telephone by a majority of users, meets an essential requirement:<strong>immediacy<\/strong>.  <\/p><p>Internet users want <strong>clear, immediately available information<\/strong>. In just a few clicks, they can communicate with an efficient advisor, ask a question about a product or resolve a purchasing process without leaving their browsers. <strong>Online chat<\/strong> humanizes the digital relationship: it combines the simplicity of an instant message with the <strong>proximity of a fluid<\/strong>, face-to-face <strong>interaction<\/strong>.  <\/p><p>In addition to improving reactivity, <strong>live chat<\/strong> promotes a fluid user experience, reinforcing both trust and loyalty. In the following paragraphs, we&#8217;ll look at how this communication tool is transforming <strong>online customer relations<\/strong>: <\/p><ul><li><p>What are the benefits for businesses and consumers?<\/p><\/li><li><p>What tools should you adopt to optimize your customer relations?<\/p><\/li><li><p>How can you integrate chat into your omnichannel strategy and train your teams to use it?<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-223356f6 elementor-widget elementor-widget-heading\" data-id=\"223356f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What is customer relations via chat today?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f9467bc elementor-widget elementor-widget-text-editor\" data-id=\"2f9467bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-pasted=\"true\"><a href=\"https:\/\/www.digicontacts.net\/en\/blog\/what-are-the-advantages-of-customer-relations-via-chat\/\">Chat-based customer relationship<\/a> management covers all exchanges between a brand and its consumers, using an instantaneous means of communication. It can take different forms: live chat with a human advisor, <strong>automated management software<\/strong> for simple queries, or <strong>social chat<\/strong>, integrated into communication channels such as WhatsApp, Facebook Messenger or Instagram. These formats are now articulated to offer a fluid customer experience and a rapid response to every situation.  <\/p><p>Unlike e-mail, often perceived as slow and formal, or the telephone, considered more restrictive, <strong>chat in customer service<\/strong> is establishing itself as a modern, accessible and non-intrusive communication tool. It enables each efficient advisor to communicate with several people simultaneously, while guaranteeing a continuous presence without operational overload. <\/p><p>In France, over 60% of consumers claim to have already used online chat to <strong>provide customer service<\/strong>, a figure that has been rising steadily since 2020. In contact centers, this approach now represents a significant part of <strong>multi-channel customer service<\/strong>, thanks in particular to the <strong>integration of chat<\/strong> into <strong>relationship management platforms<\/strong>. <\/p><p>Its role goes far beyond assistance: it helps to <strong>reduce response times<\/strong>, limit abandonment during the purchasing process, and reinforce customer engagement throughout the entire process. In short, an <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/need\/instant-messaging\/\">instant messaging solution<\/a> transforms <strong>relationship management<\/strong> into an <strong>instant<\/strong>, natural <strong>interaction<\/strong> focused on users&#8217; concrete expectations. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6dc428c0 elementor-align-left animated-fast elementor-align--mobilecenter elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"6dc428c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-decouvrez-solution whitespace--normal\" id=\"\">\n\t\t\t\t\tDiscover our solution<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4d073af7 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4d073af7\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3ea2592a e-flex e-con-boxed e-con e-parent\" data-id=\"3ea2592a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2ba6aaba elementor-widget elementor-widget-heading\" data-id=\"2ba6aaba\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The benefits of live chat for companies and customers<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4344fc1d elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4344fc1d\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-138eddb3 elementor-widget elementor-widget-text-editor\" data-id=\"138eddb3\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Live chat<\/strong> has become much more than a simple messaging tool: it&#8217;s a strategic lever at the heart of <strong>digital customer relations<\/strong>. By instantly bringing brands and their users closer together, it fosters fluid, measurable and highly personalized communication. Both <strong>a time-saver for customers<\/strong> and <strong>a performance lever for companies<\/strong>, it is a cornerstone of the modern customer experience.  <\/p><h3>On the customer side: a fluid, instantaneous experience<\/h3><p>For the user, <strong>chat-based customer service<\/strong> offers an <strong>immediate response<\/strong>, with no queues or transfers between departments. This immediacy significantly reduces website <strong>abandonment rates<\/strong> and improves brand perception. <\/p><p>The tone is more natural, more conversational, creating a <strong>close relationship<\/strong> rarely achieved through traditional channels. Thanks to a <strong>personalized<\/strong> approach, visitors feel recognized and supported. <\/p><p>Another advantage: <strong>extended availability<\/strong>. <strong>Chatbots<\/strong> provide a 24\/7 presence, while human teams can take over complex requests during the day, guaranteeing <strong>round-the-clock support<\/strong>. <\/p><h3>For the company: a lever for performance and added value<\/h3><p>For organizations, <strong>live chat<\/strong> helps <strong>reduce operational costs<\/strong> while increasing productivity. An <strong>advisor<\/strong> can manage several conversations at once, optimizing the <strong>processing time<\/strong> per interaction. <\/p><p>On the sales front, the results are measurable: sites equipped with chat often see a 10-30% <strong>increase in conversion rates<\/strong>.<\/p><p>Finally, each exchange feeds a <strong>wealth of<\/strong> valuable <strong>relational data<\/strong> for <strong>marketing<\/strong>, <strong>customer success<\/strong> and <strong>team training<\/strong>. In short, chat is a win-win situation: greater <strong>customer satisfaction<\/strong> and <strong>improved profitability<\/strong> for the company. <\/p><p><strong>\ud83d\udccc Discover our article on <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/the-benefits-of-instant-messaging-for-call-centers\/\">the <\/a><a href=\"https:\/\/www.digicontacts.net\/en\/blog\/the-benefits-of-instant-messaging-for-call-centers\/\">benefits of instant messaging for call centers<\/a>.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6ca00adb elementor-widget elementor-widget-heading\" data-id=\"6ca00adb\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What tools should you choose to effectively manage your customer relations via chat?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f878a65 elementor-widget elementor-widget-text-editor\" data-id=\"1f878a65\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Choosing the right <strong>chat tool<\/strong> is a decisive step towards successful <strong>customer relations via chat<\/strong>. Between website-integrated solutions, social messaging and intelligent chatbots, companies today have a wide range of options. The right choice depends on the volume of exchanges, the expected level of personalization and the degree of automation required.  <\/p><h3>Typology of chat solutions<\/h3><ul><li><p><strong>Live chat integrated into the website or CRM<\/strong>: ideal for live dialogue with visitors, it facilitates conversion and loyalty. Some tools connect directly to CRM software to centralize exchanges and customer history. <\/p><\/li><li><p><strong>Instant messaging<\/strong>: WhatsApp, Messenger or Instagram Direct extend customer relations to the channels consumers use every day. These platforms reinforce the proximity and availability of our teams. <\/p><\/li><li><strong>Chatbot and conversational agent<\/strong>: thanks to an <a href=\"https:\/\/www.digicontacts.net\/en\/artificial-intelligence\/\">artificial intelligence solution<\/a>, they answer recurring questions, guide users and provide <strong>24\/7 assistance<\/strong>.<\/li><li><p><strong>Predictive and interactive chat<\/strong>: it anticipates needs based on browsing behavior and offers contextual help to <strong>reduce abandonment rates<\/strong>.<\/p><\/li><\/ul><h3>Criteria for selecting the right tool<\/h3><ul><li><p><strong>Easy integration<\/strong>: choose a solution that is compatible with your <strong>CRM<\/strong> or <strong>omnichannel platforms<\/strong>, and connected via <strong>API<\/strong>.<\/p><\/li><li><p><strong>Accurate reporting<\/strong>: a good tool should measure <strong>response time<\/strong>, <strong>customer satisfaction<\/strong> and <strong>resolution rate (FCR)<\/strong>.<\/p><\/li><li><p><strong>Personalization and automation<\/strong>: to offer a path adapted to each profile, and to streamline request management.<\/p><\/li><li><p><strong>RGPD compliance<\/strong>: essential to guarantee the security of exchanged data.<\/p><\/li><\/ul><p><strong>To find out more, see our page dedicated to our <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/need\/instant-messaging\/\">instant messaging solution<\/a>, the backbone of a successful chat strategy.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-66b23cbc e-flex e-con-boxed e-con e-parent\" data-id=\"66b23cbc\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-68a61a18 e-con-full e-flex e-con e-child\" data-id=\"68a61a18\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-3f788502 e-con-full e-flex e-con e-child\" data-id=\"3f788502\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-19f1db32 e-con-full e-flex e-con e-child\" data-id=\"19f1db32\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-49ea9ec3 animated-fast elementor-invisible elementor-widget elementor-widget-elementskit-heading\" data-id=\"49ea9ec3\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" ><div class=\"ekit-heading elementskit-section-title-wraper text_left   ekit_heading_tablet-   ekit_heading_mobile-text_center\"><h3 class=\"elementskit-section-subtitle   ekit-heading__subtitle-has-border\">\n\t\t\t\t\t\tFree demonstration\n\t\t\t\t\t<\/h3><h3 class=\"ekit-heading--title elementskit-section-title \">Improve your customer relations <span>start today<\/span>.<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3944a3f0 e-con-full e-flex e-con e-child\" data-id=\"3944a3f0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7c1bcaf3 elementor-align-left elementor-widget__width-auto animated-fast elementor-align--mobileleft elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"7c1bcaf3\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:100,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-reservez-votre-demo whitespace--normal\" id=\"\">\n\t\t\t\t\tBook your demo<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-21767a9d e-con-full e-flex e-con e-child\" data-id=\"21767a9d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-45713fb1 animated-fast elementor-invisible elementor-widget elementor-widget-image\" data-id=\"45713fb1\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"600\" height=\"400\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client.png\" class=\"attachment-full size-full wp-image-24341\" alt=\"Free demo customer relationship solution\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client.png 600w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client-300x200.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" title=\"\">\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-17526fc7 e-flex e-con-boxed e-con e-parent\" data-id=\"17526fc7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6d1540cc elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6d1540cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-740f3bf2 elementor-widget elementor-widget-heading\" data-id=\"740f3bf2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How can chat be integrated into a coherent omnichannel strategy?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-31f5dea2 elementor-widget elementor-widget-text-editor\" data-id=\"31f5dea2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Customer relations via chat<\/strong> make perfect sense when integrated into a comprehensive <strong>omnichannel strategy<\/strong>. Isolated, chat is not enough to guarantee a seamless experience; connected to other channels, it becomes a real link between <strong>telephone<\/strong>,<strong>e-mail<\/strong>, <strong>social networks<\/strong> and <strong>instant messaging<\/strong>. <\/p><p>In an omnichannel approach, every interaction &#8211; whether it starts with a chat, a call or a message &#8211; is <strong>centralized on the same platform<\/strong>. This gives each <strong>advisor<\/strong> access to the customer&#8217;s complete history, whatever the channel used. A user who has started a conversation on the website can be contacted by phone without having to repeat the request: a <strong>continuity of exchange<\/strong> that is essential for <strong>customer satisfaction<\/strong>.  <\/p><p>This <strong>unification of data<\/strong> also simplifies performance measurement. By grouping conversations together, we can analyze indicators such as <strong>response rate<\/strong>, <strong>average processing time<\/strong> or <strong>first contact resolution<\/strong> across all channels. <\/p><p>In <strong>modern contact centers<\/strong>, this consistency translates into a better <strong>organization of support<\/strong>: chat handles quick and simple requests, while the telephone remains dedicated to complex cases. The result is a more fluid customer experience, where customers choose the channel that suits them best &#8211; without ever losing the thread of their conversation. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7fb0ddfc e-flex e-con-boxed e-con e-parent\" data-id=\"7fb0ddfc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-61253f0e elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"61253f0e\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3b3032c3 elementor-widget elementor-widget-heading\" data-id=\"3b3032c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Training teams in chat-based customer relations: new skills and best practices<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61354615 elementor-widget elementor-widget-text-editor\" data-id=\"61354615\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.digicontacts.net\/en\/blog\/what-are-the-advantages-of-customer-relations-via-chat\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer relations via chat<\/a> require specific know-how: writing quickly, well and with the right tone. Whereas the telephone relies on the voice, chat requires <strong>clear, empathetic written communication<\/strong>, capable of conveying emotion without intonation. It&#8217;s a real profession, requiring appropriate training and regular practice to maintain the quality of exchanges.  <\/p><h3>The soft skills essential to chat<\/h3><p>The best <strong>chat advisors<\/strong> are <strong>clear<\/strong> and <strong>concise<\/strong>. They know how to formulate understandable answers in just a few lines, without jargon or ambiguous turns of phrase. <\/p><p><strong>Empathy<\/strong> remains essential: a simple, well-chosen word can transform an impersonal conversation into an exchange of trust.<\/p><p><strong>Responsiveness<\/strong> is another key skill: a good agent must manage several discussions in parallel without losing precision or relational warmth. Finally, adapting to the <strong>customer&#8217;s profile<\/strong> &#8211; professional, friendly or more formal tone depending on the situation &#8211; makes all the difference. <\/p><h3>Team training and management<\/h3><p><strong>Chat training<\/strong> programs need to combine technical and emotional skills. They cover <strong>conversational writing<\/strong>, the use of response tools (templates, generative AI, automatic suggestions), and <strong>stress management<\/strong> in the face of multitasking. <\/p><p><strong>Managers<\/strong> play a central role through <strong>real-time coaching<\/strong>, <strong>post-conversation feedback<\/strong> and situation workshops.<\/p><p>Finally, it&#8217;s crucial to <strong>enhance the role of the advisor<\/strong>: chat is not a secondary channel, but a <strong>strategic point of contact<\/strong> that shapes <strong>customer satisfaction<\/strong> and brand image.<\/p><p>Training and supporting teams means investing in a quality conversational experience &#8211; human, effective and sustainable.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3b94214e e-flex e-con-boxed e-con e-parent\" data-id=\"3b94214e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-73420178 elementor-widget elementor-widget-image\" data-id=\"73420178\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1536\" height=\"455\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-1536x455.webp\" class=\"attachment-1536x1536 size-1536x1536 wp-image-25850\" alt=\"How to set up and improve call center management\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-1536x455.webp 1536w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-300x89.webp 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-1024x303.webp 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-768x227.webp 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-710x210.webp 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal.webp 2048w\" sizes=\"(max-width: 1536px) 100vw, 1536px\" title=\"\">\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-60b3ee32 e-flex e-con-boxed e-con e-parent\" data-id=\"60b3ee32\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1dc50acb elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"1dc50acb\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42f2aac7 elementor-widget elementor-widget-heading\" data-id=\"42f2aac7\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How can you improve and manage customer relations via chat?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6d12b57e elementor-widget elementor-widget-text-editor\" data-id=\"6d12b57e\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Optimizing <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/what-are-the-advantages-of-customer-relations-via-chat\/\">customer relations via chat<\/a> involves much more than simply deploying a high-performance tool: it also involves rigorous monitoring of indicators and ongoing analysis of the quality of exchanges. This approach transforms every conversation into a lever for improvement and loyalty. <\/p><p>The <strong>key KPIs<\/strong> to track are <strong>average response time<\/strong>, <strong>CSAT (Customer Satisfaction Score)<\/strong>, <strong>NPS (Net Promoter Score)<\/strong> and <strong>conversion rate<\/strong>. These figures give an overall view of the channel&#8217;s performance, but they need to be complemented by a <strong>qualitative analysis<\/strong>: consistency of tone, relevance of responses, fluidity of transitions between chatbot and human advisor. <\/p><p><strong>Customer feedback<\/strong> is a valuable source of insights. By identifying recurring remarks or dissatisfactions, you can adjust your scripts, your paths and your support strategy. <\/p><p><strong>Artificial intelligence<\/strong> is playing an increasingly important role in this process, helping to detect weak signals, recommend improvements and predict needs based on browsing behavior.<\/p><p>Finally, <strong>chat performance<\/strong> is also measured over time. A fluid, responsive and empathetic service fosters <strong>customer loyalty<\/strong> and reinforces the <strong>perceived value of the brand<\/strong>. The challenge is not just to respond quickly, but to create a conversational experience that inspires trust and commitment.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3d51a944 e-flex e-con-boxed e-con e-parent\" data-id=\"3d51a944\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4eb71543 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4eb71543\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bca617a elementor-widget elementor-widget-heading\" data-id=\"bca617a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Towards a customer relationship enhanced by intelligent chat<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5fcf9618 elementor-widget elementor-widget-text-editor\" data-id=\"5fcf9618\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The future of <strong>chat-based customer relations<\/strong> is being written at the crossroads of<strong>artificial intelligence<\/strong> and human interaction. Companies are now adopting <strong>hybrid chatbots<\/strong>, capable of combining automation and human intervention to offer continuous, fluid and contextualized assistance. <\/p><p><strong>Generative AI<\/strong> makes it possible to go beyond simple scripts. By understanding natural language and generating personalized responses, it adapts tone, wording and content to the context of each conversation. This advanced conversational approach enhances the <strong>relevance of exchanges<\/strong> while reducing processing time.  <\/p><p><strong>Emotional recognition<\/strong> systems are a major development. By analyzing vocabulary or typing speed, they detect signals of frustration or impatience and automatically adjust the tone of response &#8211; a real innovation for humanizing digital interactions. <\/p><p>Another breakthrough is <strong>predictive chat<\/strong>, which anticipates a visitor&#8217;s needs even before they make a request. By analyzing browsing patterns and actions on the site, it offers proactive assistance, increasing the chances of conversion and <strong>customer satisfaction<\/strong>. <\/p><p>The aim is not to replace advisors, but to create an <strong>intelligent complementarity<\/strong>: <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/the-impact-of-artificial-intelligence-on-customer-relations\/\">artificial intelligence in customer relations<\/a> handles simple queries, while humans intervene in complex, emotional or high value-added situations. Together, they redefine an <strong>enhanced<\/strong>, responsive and deeply personalized <strong>customer experience<\/strong>. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-55f0df1c elementor-align-left animated-fast elementor-align--mobilecenter elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"55f0df1c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-decouvrez-solution whitespace--normal\" id=\"\">\n\t\t\t\t\tDiscover our solution<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a660381 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7a660381\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-15855319 e-flex e-con-boxed e-con e-parent\" data-id=\"15855319\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-75b10dfc elementor-widget elementor-widget-heading\" data-id=\"75b10dfc\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion: chat, an essential pillar of a seamless customer experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4297da15 elementor-widget elementor-widget-text-editor\" data-id=\"4297da15\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Today, <strong>customer relations via chat<\/strong> are a central pillar of a <strong>fluid, consistent customer experience<\/strong>. By combining high-performance tools, appropriate team training, controlled omnichannel integration and the contribution of artificial intelligence, companies can offer instant, personalized, high value-added <strong>support<\/strong>. <\/p><p>But while technology speeds things up and simplifies things, the <strong>human factor<\/strong> remains the key: empathy, listening and discernment give the chat its truly relational dimension.<\/p><p>Rethinking your strategy means opting for a <strong>modern conversational<\/strong> approach, where every exchange becomes an opportunity for engagement and loyalty.<\/p><p>To find out more, discover our page dedicated to an <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/need\/instant-messaging\/\">instant messaging solution<\/a> and explore our articles on the <strong>benefits of instant messaging<\/strong> and <strong>live chat<\/strong> &#8211; essential levers for building a connected, high-performance customer relationship.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-33cf09d2 e-flex e-con-boxed e-con e-parent\" data-id=\"33cf09d2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7bf11df0 elementor-widget elementor-widget-heading\" data-id=\"7bf11df0\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Our latest news<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6809b9c5 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6809b9c5\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1d050105 e-flex e-con-boxed e-con e-parent\" data-id=\"1d050105\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-586ecc9b elementor-grid-tablet-3 elementor-grid-3 elementor-grid-mobile-1 elementor-posts--thumbnail-top elementor-card-shadow-yes elementor-posts__hover-gradient elementor-widget elementor-widget-posts\" data-id=\"586ecc9b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;cards_columns_tablet&quot;:&quot;3&quot;,&quot;cards_columns&quot;:&quot;3&quot;,&quot;cards_columns_mobile&quot;:&quot;1&quot;,&quot;cards_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:35,&quot;sizes&quot;:[]},&quot;cards_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"posts.cards\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-cards elementor-grid\" role=\"list\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32647 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img decoding=\"async\" width=\"300\" height=\"150\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-300x150.webp\" class=\"attachment-medium size-medium wp-image-32650\" alt=\"\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-300x150.webp 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-1024x512.webp 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-768x384.webp 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-1536x769.webp 1536w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-scaled.webp 1920w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-710x355.webp 710w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\" >\n\t\t\t\tCall numbers, spam, answering: 7 levers to protect your caller reputation in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>In 2026, it&#8217;s not just your teams that determine your pick-up rate. Smartphones and algorithms filter your calls even before your customers answer them. The\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\" aria-label=\"Read more about Call numbers, spam, answering: 7 levers to protect your caller reputation in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32449 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-300x200.jpg\" class=\"attachment-medium size-medium wp-image-32457\" alt=\"Agent augment\u00e9 et relation client : les avantages de l\u2019IA en 2026\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-300x200.jpg 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-1024x683.jpg 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-768x512.jpg 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-710x473.jpg 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" >\n\t\t\t\tAugmented agent and customer relations: the benefits of AI in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>By 2026, the augmented agent and customer relationship will no longer be a &#8220;concept&#8221;, but an operational standard. With generative AI, intelligent automation and omnichannel\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" aria-label=\"Read more about Augmented agent and customer relations: the benefits of AI in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32431 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-300x200.jpg\" class=\"attachment-medium size-medium wp-image-32462\" alt=\"IPBX et Relation Client : Am\u00e9liorer la joignabilit\u00e9 en 2026\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-300x200.jpg 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-1024x683.jpg 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-768x512.jpg 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-710x473.jpg 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" >\n\t\t\t\tIPBX and Customer Relations : Improving reachability in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>In 2026, reachability is no longer limited to answering. It is measured across the entire customer journey: accessibility, response time, omnichannel continuity and abandonment rates\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" aria-label=\"Read more about IPBX and Customer Relations : Improving reachability in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>In today&#8217;s fast-paced world, online customer management has become an essential pillar of digital communication between brands and their consumers [&#8230;].<\/p>\n","protected":false},"author":1,"featured_media":32521,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[37],"tags":[],"class_list":["post-31756","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"contentshake_article_id":"","_links":{"self":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/31756","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/comments?post=31756"}],"version-history":[{"count":0,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/31756\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media\/32521"}],"wp:attachment":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media?parent=31756"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/categories?post=31756"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/tags?post=31756"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}