Innovative Study Of Customer Service Channels In Pingan Bank

In the period of fast social development， Internet exerts an influence on eachfield.Derived products such as Internet of Things，Massive Data and Mobile Wave areevading into our life.We have begun an intelligent life.”Client is God” is a constant goal inthe dog-eat-dog commercial market.Only by possessing customer group can an organizationrun.It has the same meaning to banks，markets or other fields.So does “Pingan”.After the case that Shenzhen Development Bank had amalgamated with Pingan in June14，2012(the biggest financial merger case in history)， Shenzhen Development Bankinherits assets and liabilities，license，business and staff.Other things followed，rights andduties have been enjoyed and undertaken.In the integration，the bank paid much attention toclient experience，especially the idea that client experience is fundamental and consolidatingbusinesses is put first.Therefore， most of products and service have interconnected duringmergering，and special serve is shared by two banks to meet the customer’s need ofconvenient，fast and plentiful products and serve.Forming the idea that customer is outerresponsibility and staff is inner responsibility，the new organization gives full play ofcomprehensive financial advantages and makes Pingan to be a optimal platform of financestrategy，and a modern commercial bank which is with full function as specialization，intensification.However， Yu Ebao went online which is established by Alipay and TIANHONG Assetin June17，2013.Clients can earn more interest that comes from funds retained in Alipaythan current interest of banks.No matter nationalized banks----ABC，CBC，BC，ICBC，BCM or local banks like CZB and BNB were adversely affected by Yu Ebao.It meansInternet finance began to fight against traditional finance.Meanwhile，new generationInternet bank is grabbing customers from tradition ones.The original structure had beenbroken.It has been2years since new Pingan set up.Customer service is an important link of PingAn Bank and consumers."Customerdemand is the key, in the service of bank outlets". Despite the significant impact of theInternet financial, but PingAn Bank also need to adjust strategy, to grasp the needs ofcustomers, we provide the quality of service, to maintain good relationship with customer service. Therefore, this paper will be from the customer service point of view to analysis andexposition, first introduced the background and research methods, the innovation of thispaper; secondly, the service channel innovation, analysis of consumer behavior and relatedtheories are reviewed, and the development experience of domestic and foreign bankcustomer service channels, to provide a theoretical basis for the innovation strategy PingAnBank; thirdly, by analyzing the status of the PingAn Bank and the existing problems, thenecessity of PingAn bank customer service channels of innovation; finally, on the basis ofthe above, we introduce the current mainstream social message, Micro message such ascustomer service, and customer behavior information collection strategies through electronicchannel, and accelerate the implementation of relevant content, the bridge will buildcustomer service channels as PingAn Bank of communication with customers. Thus, theimplementation of PingAn Bank "foreign to the customer as the center" the guiding ideology,to achieve the creation of "the best bank" target.