Research On Online Customer Service Of Commercial Banks Under The Background Of Internet Finance

In recent years, the new generation of internet technologies represented by Big data, Mobile internet, Cloud computing, Social network have penetrated into every inch of the financial field in the form of Internet Financial Industry. New terms such as “the third party payment, micro institutions financing, p2p-loan, on-line financing, network insurance, mobile payment” emerged one by one without an end, the above mentioned undoubtedly reshaped the traditional financial structure to a certain extent. As the breeding soil of internet finance, the domestic e-commerce market sees its vigorous development in past years, and it continues to thrive and will surpass and shaken the traditional commercial pattern. The transformation and upgrading of commerce is to push “Internet Finance” to gradually substitute the traditional finance. Traditional finance especially banking industry is facing tremendous challenges thrown by the suddenly coming new force of “Internet Finance”.Under the impact of “Internet Finance”, domestic banking industries are taking positive measures to tackle the challenges. They launched many banking construction such as Web chat Banking, SMS banking and Remote banking. The construction of new business channel brings new lesson to commercial banking industry. The traditional conception which is “Business First and Customer Service Second” need be changed immediately. Customer Service is not less than the accessories of banking business, but important part of business development and business operation. This paper is focusing on the online customer service of commercial banking industry, analyzing the “Internet Finance” and the feature of online customer service, searching on the present situation of and the changes of customer service’s demands, discussing on the functions and development direction of the online customer service. This paper is to find the relevant solutions and give suggestions such as building the customer view, establishing the centralized platform of online customer service, making use of the new technologies of Big Data and Speech Analytics.