来源:走进中国 小编:朱岳 发布时间:2013年01月24日
内容导读: 随着金融市场竞争的进一步加剧,国内商业银行信用卡业务发展进入滞缓期,如何通过新兴的互联网渠道发展新业务,提高现有用户的满意度成为各大商业银行面临的难题。近日,有网友发现通过QQ查找“招商银行”,简单的绑定之后就能用QQ办理招商银行信用卡业务,不论登录电脑或手机都能化繁为简,只需通过简单的QQ聊天就能办理以前繁琐的电话服务了。这是招商银行信用卡业务的一次转型,也是银行业在开拓银行服务渠道上的一次重要转变。
China merchants bank to enterprise QQ layout Internet online customer service big game
With the financial market competition intensified, the domestic commercial bank credit card business development into a stagnant period, how to through the emerging Internet channel to the development of new business, improve the existing user satisfaction become each big commercial Banks are facing problems. Recently, have you found through QQ search "China merchants bank", simple binding after QQ can deal with China merchants bank credit card business, regardless of login computer or mobile phone can change numerous for brief, only through the simple QQ chat can deal with complicated before the telephone service. This is China merchants bank credit card business a transformation, but also in development of banking service channel bank of an important transformation. All this is accord with young customer usage to try and change. Now as long as open QQ search, enter find enterprise panel, do a search for "China merchants bank" can add "China merchants bank credit card" is good friend (China merchants bank credit card QQ number is 400820555), direct online consulting to deal with China merchants bank credit card business. Only a week online "China merchants bank credit card" QQ good friends are more than 500000, China merchants bank credit card center director praised users online consulting has become a habit.
By December 2012, China merchants bank credit card issued more than 42 million, in the forefront of the market. In the current urban youth, more and more the lack of out of time, "home" became the mainstream. In order to better serve customers, merchants bank upgrade for the customer's core IT system, credit card business and enterprise tencent QQ (//b.qq.com) cooperation, in view of the Internet users opened through the QQ can China merchants bank credit card business advisory services. Including bill inquiry, credit card application, open card, schedule line inquires the, travel booking, preferential merchant activity queries, etc. Not only reduces the bank counter business to deal with pressure, at the same time for China merchants bank existing provides a new channel service, let the customer more satisfied service to China merchants bank.
Bank customer service in the exploration transformation
With the user consumption behavior increasingly present a network, digital, individuation, fragmentized, customized trend and characteristics, the traditional bank to one-way promotion promotion, simple function demands, single channel transmission such as marketing model has increasingly difficult, a series of factors forcing Banks innovation is a set of new, adapt to the big data age characteristics of the marketing system. The original trival telephone service moved to the Internet, make credit card operation be clear at a glance, safe and reliable.
On the other hand, China merchants bank take a fancy to enterprise QQ behind the client platform, according to statistics, the net users only more than 400 million, QQ users reached 780 million, the user resources quickly penetrate into consistent with the communication habits, build a more accurate marketing system. In the long run, electronic service system will reduce the bank's operational costs, especially telephone customer service of artificial cost, further intensive cultivation, also is the China merchants bank of the informatization construction of fundamental. Financial institutions need to adjust the traditional service providing way; Need to build the future of the new customer service mode, to get involved in the future market competition status and qualification.
China merchants bank online customer service of the big game
The Internet online customer service is behind a game s). The human resource experts predict, the future online customer service will be with one enemy, information bring customer service cost down is enterprise get the most direct benefits. In addition, there are including retaining and mining potential customers, sales promotion activities and so on secondary marketing measures, in the long run, large customer service and sales platform of Internet instant communication change will be the trend, especially in China inflation and rising increasingly severe human, Internet online customer service will be get favor.
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