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1 novembre 2016

Une présence web qui inspire confiance

Inspirer confiance sur le web

En général, on dit que pour bien vendre il faut le bon produit proposé au bon client, au bon moment. Mais je pense que tu seras d’accord pour rajouter « par le bon vendeur ». Et oui, toi-même en tant que consommateur, si le vendeur ne t’inspire pas confiance, tu vas lui acheter quelque chose ? On est d’accord, c’est important d’avoir une bonne impression… Mais pourquoi je te parle de ça ?

J’ai l’habitude de t’aider à mettre le web à ton service, en mettant en avant ce qui est vraiment important pour ton entreprise. Et toi, tu mets tout en œuvre pour suivre ces conseils et bien utiliser ta page Facebook ou même ton site internet, pour que ça t’apporte de nouveaux clients, plus de notoriété … Et pourtant ça ne marchera pas efficacement si tu ne renforces pas la confiance perçue par tes visiteurs sur le web ! Mon rôle est donc de t’expliquer pourquoi ça… Pourquoi inspirer confiance est encore plus important à l’ère d’internet ? Ne manque pas la suite de cet article si tu ne veux pas que tes efforts soient réduits à néant …

1/ Pourquoi se poser la question de la confiance

Tu te dis « je suis un entrepreneur honnête, mes clients le savent, je n’ai jamais eu de problème avec ça ». Je te dirais tant mieux, parce qu’en même temps, je n’ai pas envie de conseiller des gens spécialisés dans les arnaques ! Mais il n’est pas question de la confiance qui t’es généralement accordée par les clients qui te connaissent, mais de la confiance perçue par les personnes qui te découvrent sur internet. Et là c’est complètement différent.

Attention : on ne parle pas que des entreprises qui vendent directement sur internet, mais de toutes les entreprises qui s’affichent quelque part sur le web et qui donc, peuvent être jugées et cataloguées par les potentiels clients juste en regardant leur site web ou leur page Facebook.

Ce que les gens cherchent avant de s’engager avec une entreprise :

  • Ils n’ont pas envie d’acheter au 1er vendeur qui passe
  • Ils veulent être rassurés sur le sérieux et la motivation de l’entreprise, par les compétences de l’entrepreneur
  • Ils aiment encore beaucoup voir ou toucher avant d’acheter

vendeurCe qu’internet propose en général :

  • Des centaines et des centaines de vendeurs en tout genre (plus ou moins honnêtes et sérieux) qu’il faut croire sur parole
  • Des produits non palpables, parfois mal présentés ou avec peu d’infos

Tu constates le fossé entre les attentes des clients et ce qu’internet leur propose ? On ne va pas faire une généralité, il y a des sites bien conçus ou très connus qui ne rentrent pas dans ce cas de figure. Mais tu comprends sans doute que les clients ne sont pas toujours rassurés dans cette jungle d’entreprises, dont la tienne fait malheureusement partie pour quelqu’un qui ne te connaît pas encore ! Du coup, il ne suffit pas de leur dire que tu as le bon produit pour que les gens te croient : tu ne peux pas seulement leur donner envie, tu dois absolument les rassurer car si tu ne le fais pas, ils iront voir ailleurs jusqu’à trouver l’entreprise qui leur inspirera confiance…

Maintenant, si tu retournes le problème, tu te rends compte que si tu fais bien les choses et que tu apportes tous les gages de sérieux attendus par les internautes, alors là tu prends l’avantage sur tes concurrents ! Donc soit tu continues sans te préoccuper de ça et tu restes noyé parmi les vendeurs en tout genre, soit tu sors du lot en vérifiant que tu mets bien en avant tout ce qu’il faut. Si tu as choisi la 2ème option, lis la suite …

2/ Comment inspirer confiance sur le web

Je te le rappelle, la base c’est d’avoir effectivement un bon produit et d’être un entrepreneur honnête. Si tu réunis ces 2 critères, le reste ne sera pas trop compliqué ! Tu vas améliorer ta présence sur le web en agissant dans 3 domaines :

  • Ton entreprise

C’est là que tu peux le plus agir en donnant un maximum d’informations à tes visiteurs. Commence bien entendu par les infos utiles qui doivent être accessibles rapidement (adresse, téléphone, horaires …). Par exemple si ton téléphone est difficile à trouver, certains pourraient se dire que « ça sera la galère si le produit ne marche pas parce que tu ne seras pas joignable, d’ailleurs tu le fais peut-être exprès … »

EquipeMais ne t’arrête pas là et prend le temps de présenter ton entreprise : depuis quand elle est créée, quelles sont tes compétences, tes valeurs, la philosophie de l’entreprise… N’hésite pas à présenter ton équipe, tes locaux, tes véhicules, ton équipement spécifique … tout ce qui prouve que c’est du solide. Si tu es un entrepreneur individuel, te montrer en photo, ou encore mieux en vidéo, permet de mettre un visage sur un nom et d’être rassuré.

N’oublie pas non plus de rédiger tes « mentions légales » pour prouver ton existence juridique, ainsi que de respecter les lois en matière de e-commerce, déclaration des bases de données clients … Tu peux trouver ça lourd d’afficher tout ça sur un site web (et encore plus sur une page Facebook), mais c’est obligatoire et en plus attendu par certains clients.

  • Tes produits

Là, l’objectif est de répondre au côté non palpable de tes produits quand ils s’affichent sur internet, surtout si tes clients n’ont pas la possibilité de venir dans ta boutique ou ton entreprise pour finaliser la commande. Alors offre-leur tout ce que tu peux pour leur donner envie de tes produits : une description claire mais détaillée, des visuels soignés et nombreux, des avis clients, des tests de produits, … Pour récupérer des avis, pense à demander systématiquement à tes clients de te noter, ça servira à convaincre les autres !

Et met le tout en valeur ! Tu achètes, toi, dans une boutique à l’abandon ou en vrac ? Et bien ce n’est pas différent sur internet, alors pense à toujours mettre tes infos à jour et à donner envie de découvrir tes produits. Si tu as une page Facebook, anime-là régulièrement et partage du contenu de qualité.

  • Ton relationnel

ConfianceTa manière d’être ressort aussi de ce que tu publies sur le web. Alors attache de l’importance à la politesse et à la courtoisie, apporte de l’attention à tes visiteurs pour créer du lien. Répond aux questions et commentaires (positifs ou pas) pour montrer que tu accordes de l’importance au retour de tes clients.

Pour être bien compris de tes lecteurs, essaie toujours d’aller droit au but avec un texte organisé, aéré, dans un langage simple compris par tous (sans jargon inutile).

Dans ton contenu, donne de temps en temps des coups de pouce, des astuces utiles … pour ne pas afficher que ce que tu vends, mais aussi ton expertise ou tout simplement l’intérêt que tu portes à ta clientèle.


Tu vois, rien de bien compliqué mais il faut absolument sortir de la simple page vitrine où tu balances tes coordonnées en te disant que pour le reste, ils n’ont qu’à t’appeler … L’avantage en offrant toutes ces infos et ce contenu, c’est que les clients t’achèteront plus facilement car ils sauront dans quoi ils mettent les pieds. Et s’ils viennent en boutique ou te contactes directement, ils auront déjà eu la réponse à la plupart des questions qu’ils se posaient, donc tu ne perdras pas de temps supplémentaire. Le temps que tu investis maintenant à inspirer confiance, tu le gagneras par la suite !

Je t’encourage donc vivement à vérifier si tu rassures bien tes visiteurs ou pas, quand ils te découvrent sur le web. Surtout, ne te contente pas de te dire « c’est bon dans les grandes lignes, ça ira comme ça ». C’est vraiment quelque chose qui compte de plus en plus et je t’assure qu’il y a encore beaucoup d’informations incomplètes chez les entrepreneurs. Moi qui suit de nombreuses pages Facebook des entrepreneurs du Fenua, je râle souvent en voyant que même le téléphone n’est pas renseigné, et encore plus qu’on répond rarement aux clients …

Alors pose-toi quelques instants, met-toi à la place de tes clients et imagine tout ce qu’ils aimeraient bien savoir sur toi… Je vais bientôt proposer aux entrepreneurs de réaliser un « audit » de leur page Facebook  pour vérifier la qualité des infos, du contenu et de la présentation des pages. Certains points évoqués ci-dessus feront partie des éléments contrôlés dans cet audit. Donc si tu veux un œil externe sur ta page pour voir si tu as pensé à tout, comprendre ce qui va ou pas, abonne-toi à la newsletter pour être informé dès que l’audit sera disponible !

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