Research On Customer Service Optimization Of Property Insurance Company

This article uses the LY PICC as an example,analyzes the customer service environment and strategic positioning of the property insurance company,the influence factors of the customer service satisfaction of the property insurance company,and puts forward the specific strategies for the optimization of the customer service.Specifically,the first chapter introduces the research background and significance,research ideas and methods,literature review,main content and structure arrangement,innovation points and deficiencies.The second chapter analyzes the current situation of customer service in LY PICC,the existing problems and the causes of the problems.The third chapter analyzes the customer service environment faced by LY PICC with PEST analysis and SWOT analysis,and puts forward appropriate strategic positioning.The fourth chapter uses the empirical analysis method to study the factors affecting customer service satisfaction of LY PICC.The fifth chapter puts forward practical,feasible and effective customer service optimization strategy.The sixth chapter puts forward the research conclusion.The innovation of this paper is combining PSET analysis and SWOT analysis when analyzing the customer service environment faced by LY PICC.On the empirical analysis of LY insurer company customer service satisfaction,reference Sweden customer satisfaction index model(SCSB)and American customer satisfaction index(ACSI)model,using ordered probit model and ordered Logit regression model,not only to all customers as a sample for empirical analysis,but also according to the customers' regional classification and customer type classification separately do the empirical analysis.The insufficient of this study is that due to the author's experience is limited,on the analysis of the related problem may not be deep enough,and due to give full consideration to the need of keeping commercial secrets of the company,so that may cause some details not comprehensive.This paper studies suggest that LY insurer company customer service problems embodied in the aspect of service system and service aspects,lack of scientific,effective and complete service system aspects,continuous customer service mechanism;In the aspect of service development,on the one hand,there are corresponding drawbacks in the online and offline sectors,and on the other hand,there is no real interaction and integration in the online and offline channels.LY insurer company customer service has the advantage of including the remarkable service brand,the leading market position,a large number of network channel,disadvantages including lack of customer service system platform,online and offline resources has shortcomings,failed to fully online interactive fusion,facing opportunities including the insurance industry to upgrade,LY,a good economic environment and enhancing the residents' awareness of insurance,the insurance agent quality so,mobile Internet,big data and cloud computing technology progress to increase efficiency of threats including small car tax preferential policies to disappear,the secondary business fare change,emerging insurance forms gradually rise,etc.The empirical analysis shows that the service channel,claims convenience and value-added service three variables on customer satisfaction,customer purchasing behavior,customer again recommend purchasing behavior influence factor analysis of all the regression model,showing a significant positive effect.The key of the implementation of customer service optimization by LY city PICC is to actively optimize the service channels,improve the convenience of claims and improve the efficiency of value-added services.LY insurer company customer service optimize the specific strategies include strengthening customer service value and establish systems and mechanisms,promote the linkage and integration of online and offline channels so as to provide jointly services,intensive management claims resources,to improve the efficiency of the claims,strengthen the market trade research,improve the level of value-added services,etc.