{"id":63407,"date":"2019-08-20T08:00:02","date_gmt":"2019-08-20T07:00:02","guid":{"rendered":"https:\/\/beta-site.mopinion.com\/air-france-klm-ameliore-son-systeme-de-connaissances-interne-grace-a-mopinion\/"},"modified":"2023-10-02T11:59:03","modified_gmt":"2023-10-02T10:59:03","slug":"air-france-klm-ameliore-son-systeme-de-connaissances-interne-grace-a-mopinion","status":"publish","type":"post","link":"https:\/\/mopinion.com\/fr\/air-france-klm-ameliore-son-systeme-de-connaissances-interne-grace-a-mopinion\/","title":{"rendered":"Air France-KLM am\u00e9liore son syst\u00e8me de connaissances interne gr\u00e2ce \u00e0 Mopinion"},"content":{"rendered":"<h4>Le <a href=\"https:\/\/www.airfranceklm.com\/en\" target=\"_blank\" rel=\"noopener\">groupe Air France-KLM<\/a> est un groupe leader en mati\u00e8re de trafic a\u00e9rien international au d\u00e9part de l&rsquo;Europe. Ce g\u00e9ant mondial dispose d&rsquo;une flotte de 550 avions, qui effectuent jusqu&rsquo;\u00e0 2 300 vols quotidiens. En 2018, Air France-KLM a transport\u00e9 101,4 millions de passagers. <\/h4>\n<hr>\n<p><\/p>\n<p>Chaque jour, les clients contactent Air France et KLM pour trouver des r\u00e9ponses \u00e0 leurs questions sur les vols. Des agents du service client sont r\u00e9partis dans le monde entier, afin de les assister \u00e0 tout moment.<br \/>\n<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/08\/28091821\/AFKL-Staff.png\" alt=\"Mopinion: Air France-KLM improves its internal knowledge system with Mopinion - Staff\" width=\"650\" height=\"400\" class=\"aligncenter size-full wp-image-24687\" \/><br \/>\n<br \/>\nAfin d&rsquo;aider les agents de service, Air France-KLM d\u00e9ploie actuellement un syst\u00e8me central (interne) de gestion des connaissances. Ce syst\u00e8me contiendra une vari\u00e9t\u00e9 de contenus et d\u2019articles : processus et proc\u00e9dures concernant Air France, KLM et les compagnies a\u00e9riennes partenaires, programme de fid\u00e9lit\u00e9 Flying Blue et politiques de service client. Ces informations sont utilis\u00e9es par les agents de service pour garantir un service en phase avec les besoins du client.<br \/>\n<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/media.mopinion.com\/wp-content\/uploads\/2019\/08\/28091821\/KLM-Callcenter.png\" alt=\"Mopinion: Air France-KLM improves its internal knowledge system with Mopinion - Call center\" width=\"650\" height=\"400\" class=\"aligncenter size-full wp-image-24688\" \/><\/p>\n<h2>La qualit\u00e9 du contenu est essentielle<\/h2>\n<p>Il est donc essentiel que les d\u00e9partements de gestion des connaissances mettent \u00e0 jour le contenu en permanence. Pour permettre aux agents de service de donner leur avis sur le contenu disponible, Air France-KLM a r\u00e9cemment choisi d&rsquo;utiliser le logiciel Mopinion. Gr\u00e2ce \u00e0 un bouton de feedback disponible sur toutes les pages du syst\u00e8me de gestion des connaissances, les agents de service sont maintenant en mesure de soumettre des commentaires \u00e0 tout moment.<\/p>\n<blockquote><p>Mopinion permet \u00e0 nos agents du service client d&rsquo;am\u00e9liorer la qualit\u00e9 de notre syst\u00e8me interne de gestion des connaissances, menant \u00e0 un meilleur service \u00e0 la client\u00e8le.<\/p><\/blockquote>\n<p>G\u00e9n\u00e9ralement, les agents de service soumettent un feedback s\u2019ils estiment que des renseignements manquent ou si des mises \u00e0 jour sont n\u00e9cessaires. Les commentaires soumis sont re\u00e7us et trait\u00e9s par les d\u00e9partements de gestion des connaissances. De cette fa\u00e7on, les agents de service contribuent directement \u00e0 am\u00e9liorer l&rsquo;information disponible dans le syst\u00e8me de gestion des connaissances et donc \u00e0 am\u00e9liorer le service fourni aux clients.<\/p>\n<p>\n<em>Nous nous r\u00e9jouissons \u00e0 la perspective d&rsquo;une collaboration longue et prosp\u00e8re avec Air France-KLM.<\/em><\/p>\n<section class=\"clientapp blog-cta blog-cta-between blog-cta-border\"> \n\t\t\t\t\t<div class=\"row cta-header-row\">\n\t\t\t\t\t\t<div class=\"col-sm-10 col-sm-offset-1\">\n\t\t\t\t\t\t\t<h3 class=\"text-center\">Essayez maintenant!<\/h3>\n\t\t\t\t\t\t\t<p class=\"text-center\">Vous souhaitez en savoir plus sur la plateforme de reporting et d&#39;analyse de feedback Mopinion? N\u2019h\u00e9sitez pas \u00e0 essayer gratuitement notre logiciel. Si vous \u00eates \u00e0 la recherche d&#39;un outil plus personnalis\u00e9, r\u00e9servez une d\u00e9mo. L&#39;un de nos expert Mopinion vous orientera \u00e0 travers le logiciel et r\u00e9pondra \u00e0 toute question.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t<div class=\"blog-cta-btn-wrap cta-light text-center\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/mopinion.com\/fr\/demo\/?track=blog-post\" id=\"blog-embedded-cta-demo\" class=\"btn btn-request blog-cta-btn blog-btn-sub btn-primary btn-10\">Demandez une D\u00e9mo<\/a>\n\t\t\t\t\t\t\t<a href=\"https:\/\/app.mopinion.com\/account\/sign-up?track=blog-post\" id=\"blog-embedded-cta-trial\" class=\"btn btn-request  btn-outline-primary  blog-cta-btn\">Mise en route<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Le groupe Air France-KLM est un groupe leader en mati\u00e8re de trafic a\u00e9rien international au d\u00e9part de l&rsquo;Europe. Ce g\u00e9ant mondial dispose d&rsquo;une flotte de 550 avions, qui effectuent jusqu&rsquo;\u00e0 2 300 vols quotidiens. En 2018, Air France-KLM a transport\u00e9 101,4 millions de passagers. Chaque jour, les clients contactent Air France et KLM pour trouver [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":72542,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1893],"tags":[1794,2077,1780],"class_list":["post-63407","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retroaction-numerique","tag-customer-stories-fr","tag-digital-feedback-fr","tag-travel-and-hospitality-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Air France-KLM am\u00e9liore son syst\u00e8me de connaissances interne gr\u00e2ce \u00e0 Mopinion - Mopinion<\/title>\n<meta name=\"description\" content=\"Le groupe Air France-KLM est un groupe leader en mati\u00e8re de trafic a\u00e9rien international au d\u00e9part de l\u2019Europe. 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Ce g\u00e9ant mondial dispose d\u2019une flotte de 550 avions, qui effectuent jusqu\u2019\u00e0 2 300 vols quotidiens.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/mopinion.com\/fr\/air-france-klm-ameliore-son-systeme-de-connaissances-interne-grace-a-mopinion\/","og_locale":"fr_FR","og_type":"article","og_title":"Air France-KLM am\u00e9liore son syst\u00e8me de connaissances interne gr\u00e2ce \u00e0 Mopinion - Mopinion","og_description":"Le groupe Air France-KLM est un groupe leader en mati\u00e8re de trafic a\u00e9rien international au d\u00e9part de l\u2019Europe. 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Ce g\u00e9ant mondial dispose d&rsquo;une flotte de 550 avions, qui effectuent jusqu&rsquo;\u00e0 2 300 vols quotidiens. En 2018, Air France-KLM a transport\u00e9 101,4 millions de passagers. 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