{"id":10024,"date":"2026-01-12T10:31:15","date_gmt":"2026-01-12T09:31:15","guid":{"rendered":"https:\/\/blog2.botnation.ai\/?p=10024"},"modified":"2026-01-12T10:38:54","modified_gmt":"2026-01-12T09:38:54","slug":"fraisiers-de-france-agent-conversationnel","status":"publish","type":"post","link":"https:\/\/blog2.botnation.ai\/fr\/fraisiers-de-france-agent-conversationnel\/","title":{"rendered":"Comment Fraisiers de France a structur\u00e9 sa croissance e-commerce gr\u00e2ce \u00e0 un agent conversationnel"},"content":{"rendered":"\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-transparent ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Sommaire<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/blog2.botnation.ai\/fr\/fraisiers-de-france-agent-conversationnel\/#Presentation_de_lentreprise\" >Pr\u00e9sentation de l\u2019entreprise<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/blog2.botnation.ai\/fr\/fraisiers-de-france-agent-conversationnel\/#Un_contexte_e-commerce_sous_tension\" >Un contexte e-commerce sous tension<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/blog2.botnation.ai\/fr\/fraisiers-de-france-agent-conversationnel\/#La_solution_mise_en_place_avec_Botnation\" >La solution mise en place avec Botnation<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/blog2.botnation.ai\/fr\/fraisiers-de-france-agent-conversationnel\/#Des_resultats_concrets_sur_la_performance_e-commerce\" >Des r\u00e9sultats concrets sur la performance e-commerce<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Presentation_de_lentreprise\"><\/span>Pr\u00e9sentation de l\u2019entreprise<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><strong><a href=\"https:\/\/fraisiersdefrance.fr\/\">Fraisiers de France<\/a><\/strong> est un acteur e-commerce sp\u00e9cialis\u00e9 dans la vente de plants de fraisiers et de solutions associ\u00e9es pour les particuliers et les passionn\u00e9s de jardinage.<\/p>\n\n\n\n<p>La marque \u00e9volue sur un march\u00e9 fortement <strong>saisonnier<\/strong>, avec des pics d\u2019activit\u00e9 concentr\u00e9s sur certaines p\u00e9riodes de l\u2019ann\u00e9e.<\/p>\n\n\n\n<p>L\u2019ensemble de la relation client est g\u00e9r\u00e9 en ligne et par un partenaire pour les appels t\u00e9l\u00e9phoniques, avec une exigence forte sur la <strong>qualit\u00e9 de l\u2019exp\u00e9rience client<\/strong>, malgr\u00e9 une \u00e9quipe volontairement r\u00e9duite.<\/p>\n\n\n\n<div class=\"wp-block-zoho-zoho-forms\"><iframe loading=\"lazy\" height=\"600px\" width=\"100%\" frameborder=\"0\" allow=\"geolocation;microphone;camera\" src=\"https:\/\/forms.zohopublic.eu\/botnationai1\/form\/TlchargerlecasclientFraisiersdeFrance\/formperma\/oTJfQIfYMP654x84Isa26cgxYne7jje8YjOgvknP5k8\"> <\/iframe><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Un_contexte_e-commerce_sous_tension\"><\/span>Un contexte e-commerce sous tension<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Avec la croissance de son activit\u00e9, Fraisiers de France a vu le volume de demandes clients augmenter significativement.<\/p>\n\n\n\n<p>Une grande partie de ces sollicitations portait sur des sujets r\u00e9currents et peu diff\u00e9renciants :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>disponibilit\u00e9 des produits<\/li>\n\n\n\n<li>garanties<\/li>\n\n\n\n<li>questions g\u00e9n\u00e9rales avant achat<\/li>\n\n\n\n<li>informations post-commande<\/li>\n<\/ul>\n\n\n\n<p>Le service client reposait en partie sur un <strong>plateau t\u00e9l\u00e9phonique externalis\u00e9<\/strong>, engendrant un co\u00fbt non n\u00e9gligeable \u00e0 mesure que l\u2019activit\u00e9 augmentait.<\/p>\n\n\n\n<p>Dans ce contexte, l\u2019enjeu \u00e9tait clair : absorber la croissance sans augmenter la charge de travail ni d\u00e9grader l\u2019exp\u00e9rience client.<\/p>\n\n\n\n<p>Les limites du mod\u00e8le existant<\/p>\n\n\n\n<p>Avant la mise en place de Botnation, plusieurs freins impactaient la performance globale :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Des questions r\u00e9p\u00e9titives mobilisant inutilement le support<\/li>\n\n\n\n<li>Une absence de r\u00e9ponse imm\u00e9diate en dehors des horaires ouvr\u00e9s<\/li>\n\n\n\n<li>Une frustration client li\u00e9e \u00e0 l\u2019attente ou aux d\u00e9lais de rappel<\/li>\n\n\n\n<li>Un co\u00fbt par interaction \u00e9lev\u00e9 via le t\u00e9l\u00e9phone<\/li>\n\n\n\n<li>Une difficult\u00e9 \u00e0 scaler l\u2019activit\u00e9 sans recruter ou externaliser davantage<\/li>\n<\/ul>\n\n\n\n<p>Fraisiers de France avait besoin d\u2019un outil capable de r\u00e9pondre automatiquement aux questions simples, tout en s\u2019int\u00e9grant naturellement \u00e0 son environnement e-commerce.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"La_solution_mise_en_place_avec_Botnation\"><\/span>La solution mise en place avec Botnation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Fraisiers de France a d\u00e9ploy\u00e9 un <strong>chatbot Botnation directement sur son site e-commerce<\/strong>, pens\u00e9 comme un <strong>premier niveau de relation client<\/strong>, disponible 24\/7.<\/p>\n\n\n\n<p>Le chatbot agit aujourd\u2019hui comme un <strong>filtre intelligent<\/strong>, capable de traiter une part importante des demandes avant qu\u2019elles n\u2019atteignent le support humain.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Des_resultats_concrets_sur_la_performance_e-commerce\"><\/span>Des r\u00e9sultats concrets sur la performance e-commerce<br><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>La mise en place de l\u2019agent conversationnel s\u2019inscrit dans une refonte globale du site et a contribu\u00e9 directement \u00e0 la performance de l\u2019activit\u00e9.<br><\/p>\n\n\n\n<p>Avec un impact non n\u00e9gligeable sur le nombre de colis exp\u00e9di\u00e9, le chiffre d&rsquo;affaires et l&rsquo;am\u00e9lioration de l&rsquo;efficacit\u00e9 globale de l&rsquo;organisation, le chatbot d\u00e9ploy\u00e9 accompagne la croissance de Fraisiers de France.<\/p>\n\n\n\n<div class=\"wp-block-zoho-zoho-forms\"><iframe loading=\"lazy\" height=\"600px\" width=\"100%\" frameborder=\"0\" allow=\"geolocation;microphone;camera\" src=\"https:\/\/forms.zohopublic.eu\/botnationai1\/form\/TlchargerlecasclientFraisiersdeFrance\/formperma\/oTJfQIfYMP654x84Isa26cgxYne7jje8YjOgvknP5k8\"> <\/iframe><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Pr\u00e9sentation de l\u2019entreprise Fraisiers de France est un acteur e-commerce sp\u00e9cialis\u00e9 dans la vente de plants de fraisiers et de solutions associ\u00e9es pour les particuliers et les passionn\u00e9s de jardinage. &hellip; <\/p>\n","protected":false},"author":8,"featured_media":10036,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-10024","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classifiee"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - 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