{"id":1669,"date":"2017-07-05T06:00:08","date_gmt":"2017-07-05T13:00:08","guid":{"rendered":"https:\/\/membermouse.com\/?p=1669"},"modified":"2026-06-16T14:05:41","modified_gmt":"2026-06-16T18:05:41","slug":"le-moyen-le-plus-rapide-de-repondre-aux-questions-des-membres-sans-etre-deborde","status":"publish","type":"post","link":"https:\/\/membermouse.com\/fr\/membership\/the-quickest-way-to-answer-member-questions-without-being-overwhelmed\/","title":{"rendered":"Le moyen le plus rapide de r\u00e9pondre aux questions des membres (sans \u00eatre submerg\u00e9)"},"content":{"rendered":"There are quite a few pros about working with a membership business, and one of them is having a community of people who love and follow your business on a regular basis. In some ways, they eventually become like family to you.\r\n\r\nBut that can also mean that in other, less positive ways, they are truly like family to you. At some point, you may be bombarded with questions, some of them valid, and others less so.\r\n\r\nThe thing about members asking questions is that you really can\u2019t afford to ignore them. A single product business may occasionally receive a bad review from customers who have their complaints unanswered, but they don\u2019t really sweat it because new customers roll in every day.\r\n\r\nFor memberships, a pile of unanswered questions means a significant loss of revenue for you should they decide that you\u2019re just not worth the hassle, or they decide not to tell their friends about you. And that\u2019s actually a pretty big deal. In fact, according to Wharton School of Business, the valeur de la dur\u00e9e de vie des clients recommand\u00e9s<\/a> is 16% higher than a standalone customer, which means that you really want your customers to have good things to say about you.\r\n\r\nBut having to waste countless hours each week answering questions can be a real drag on your workflow. So how do you make sure you\u2019re dedicating an adequate amount of energy to answering member questions without spending hours doing it?\r\n\r\nLet\u2019s take a look\u2026\r\n\r\n\n

R\u00e9pondre aux questions avant qu'elles ne soient pos\u00e9es<\/h2>\r\nL'un des meilleurs moyens d'y parvenir est de r\u00e9pondre de mani\u00e8re pr\u00e9ventive aux questions pos\u00e9es sur l'ensemble de votre site. Non, nous ne parlons pas d'une page de FAQ (pas encore, en tout cas). Il s'agit de faire en sorte que votre texte fasse le travail \u00e0 votre place, l\u00e0 o\u00f9 c'est le plus important.\r\n

Microcopie<\/h3>\r\nNow, this doesn\u2019t mean you need to make each landing page on your site a small novel in order to answer every question. It means that you should take commonly asked questions and use microcopy throughout your site to make sure visitors know the answers as soon as they visit.\r\n\r\nWhat\u2019s microcopy, you say? Microcopy is short, targeted phrases that give instruction or add additional necessary information to your site. They can be found around CTA buttons, headlines, or even scattered through your copy.\r\n\r\nOne example of well-used microcopy in this case would be on Tour<\/a>. Le bouton \"Acheter maintenant\" figure en haut de la page d'accueil, mais il ne contient pas beaucoup d'informations pour les premiers visiteurs. Mais lorsque vous survolez le bouton, une fen\u00eatre contextuelle s'affiche avec plus de d\u00e9tails sur le produit.\r\n\r\n\"Tour\"\r\n\r\nDans le cadre du commerce \u00e9lectronique, la microcopie peut vous aider \u00e0 vendre votre service ou votre produit. Prenez Gitman<\/a> comme autre exemple.\r\n\r\n\"Gitman\"\r\n\r\nGitman provides a bit of relevant copy about the quality of its materials (and other details) on its checkout pages. Consumers are not overwhelmed with information, so it doesn\u2019t get in the way, but it does help answer questions that customers may have in their heads while browsing.\r\n\r\nYou can also add microcopy to your checkout forms to clarify issues with credit card input and additional fees that may be included, so you don\u2019t have to field technical or financial questions at every turn.\r\n

Mettre en place des r\u00e9ponses automatis\u00e9es<\/h2>\r\nUn autre moyen facile de r\u00e9pondre aux questions des membres est de mettre en place des r\u00e9ponses automatis\u00e9es qui font le travail \u00e0 votre place. Elles peuvent \u00e0 la fois r\u00e9pondre aux questions de mani\u00e8re pr\u00e9ventive et donner plus de clart\u00e9 \u00e0 votre produit ou service.\r\n

Emails automatis\u00e9s<\/h3>\r\nAccording to a study by Purdue University, 25% of all contact between a company and its customers happens via email. When it comes to answering member questions, chances are that you\u2019re going to be doing a lot of emailing back and forth.\r\n\r\nOne way to cut down on time sending emails is to set up a support email (for example, support @ yourcompany.com) and then cr\u00e9er un autor\u00e9pondeur <\/a>for it. When members send their queries to that email, they\u2019re greeted with a list of possible solutions to their problem along with a message saying you will follow up if needed.\r\n\r\nIncluding answers to potential questions in your email auto-response or pointing them to resources that may solve their problem sooner than you could is a great way to boost confidence and may cut down the actual time you spend answering those emails.\r\n

Emails de bienvenue<\/h3>\r\nYou can also tackle automated responses by answering questions in your welcome email and then pointing them to an additional resource, like a FAQ page or help center (we\u2019ll get to that). If you have a whole email course or series of emails that new members received, even better; you can use them as an opportunity to answer questions in greater detail.\r\n\r\nTake House of Fraser<\/a> par exemple. Leur courriel de bienvenue, bien que simple, contient des informations que les acheteurs auraient pu manquer la premi\u00e8re fois, notamment des d\u00e9tails sur le retour des articles et sur la mani\u00e8re de s'impliquer dans leur communaut\u00e9.\r\n\r\n\"houseoffraser\"\r\n

\u00c9laborer une excellente page de FAQ<\/h2>\r\nEn ce qui concerne les pages FAQ, qu'il s'agisse d'une page autonome comprenant une liste de sujets et de r\u00e9ponses ou d'un centre d'aide dynamique, il est essentiel de disposer d'un endroit o\u00f9 les membres peuvent poser des questions sans d\u00e9ranger l'\u00e9quipe d'assistance.\r\n

Page FAQ<\/h3>\r\nFAQ pages are the granddaddy of question answering resources, and for good reason. There are two approaches you can use when creating a good FAQ page: simple or dynamic.\r\n\r\nThe simple approach is something like Delicious, which is essentially just a list of necessary information that isn\u2019t weighed down with anything extra. While it may not answer every question that comes your way, especially if you have a large membership base, it does work well for smaller memberships. If combined with other resources, like autoresponders or microcopy, it can be an excellent way to keep inquiries low.\r\n\r\n\"D\u00e9licieux\"\r\n\r\nUn bon exemple d'approche dynamique serait Banque d'Am\u00e9rique<\/a>. Ils traitent une multitude de questions de clients, des plus simples aux plus compliqu\u00e9es, et leur page FAQ est \u00e0 l'image de cette r\u00e9alit\u00e9. Elle contient des r\u00e9ponses \u00e0 toutes sortes de questions, et des ressources suppl\u00e9mentaires sont disponibles si les clients sont bloqu\u00e9s.\r\n\r\n\"boa\"\r\n

Centre d'aide<\/h3>\r\nIf you do have a larger membership base, or you deal with e-commerce products or a service that requires a lot of frequent interaction with members\/customers, you could also opt to do a help center. Help centers are great because they rely on user submitted tickets, which can help you keep questions out of your inbox as well as give your team time to answer questions as fully as possible.\r\n\r\nApps like renard heureux<\/a>, Aide Scout<\/a> ou Zendesk<\/a> sont d'excellentes ressources. Si vous souhaitez utiliser uniquement une fonctionnalit\u00e9 comme le chat et ignorer les tickets, vous pouvez \u00e9galement utiliser quelque chose comme LiveChat<\/a> ou Une meilleure voix<\/a>.\r\n\r\n\n

R\u00e9flexions finales<\/h2>\r\nWhile providing answer to member questions will always come with the territory, it doesn\u2019t have to bog down your business. Having a strategy in place for answering questions both before and after they arise can go a long way to saving you time and energy.\r\n\r\nConsider placing microcopy around your site that helps point out small details that members or new visitors may have in the back of their minds while browsing your site.\r\n\r\nCreate automated responses for customer queries, or as part of a welcome series that preemptively answers questions for brand new members.\r\n\r\nFinally, make sure you have something available to both members and non-members that give them a bit of autonomy, like a FAQ page or help center.\r\n\r\nUsing any or all of these resources will enable you to focus on what really matters: building a better membership.","protected":false},"excerpt":{"rendered":"

Voici comment r\u00e9pondre \u00e0 toutes les questions de vos membres sans vous arracher les cheveux.<\/p>","protected":false},"author":10821,"featured_media":3183,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"_strive_editorial_status":"not-started","_strive_copy_of":0,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_strive_checklists":"\"\"","_strive_active_checklist":"","_strive_post_notes":"","footnotes":""},"categories":[64],"tags":[72,71,60,50],"class_list":["post-1669","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-membership","tag-answering-questions","tag-communication","tag-membership-businesses","tag-membership-site"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/posts\/1669","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/users\/10821"}],"replies":[{"embeddable":true,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/comments?post=1669"}],"version-history":[{"count":1,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/posts\/1669\/revisions"}],"predecessor-version":[{"id":22156,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/posts\/1669\/revisions\/22156"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/media\/3183"}],"wp:attachment":[{"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/media?parent=1669"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/categories?post=1669"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/tags?post=1669"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}