Research On The Construction And Improvement Of The P2P Industry Investor Service System

As a form of inclusive finance,P2P is an effective supplement to our traditional finance,but the brutal growth of the P2P industry has also laid hidden dangers for the industry.With the introduction of relevant government policies,the P2P platform should seize the opportunity,actively develop industry self-discipline,promote development by compliance,and return to the essence of information intermediary.This paper argues that under the environment of maintaining stability and controlling risks as the top priority of P2P industry,P2P platform should build and improve its own customer service system,enhance customer service experience and avoid further loss of old customers.Customer service in P2P industry is divided into two parts:investor service and borrower service.Based on the space limitation,this paper chooses the construction of investor customer service system as the main research direction.This paper studies the related principles and literature of the P2P industry and customer service system,summarizes the current situation and risks of the development of the P2P industry in China,and further analyses the investors of the P2P industry in China.It also discusses the impact of the external environment on investors,the irrational behavior of the Chinese P2P investors and the factors that affect the investors'choice of the P2P platform.This paper uses interview and investigation methods to deeply understand and analyze the existing investor service system of P2P industry,and draws a conclusion that the current P2P industry generally lacks the importance of investor service and independent investor service system.It is necessary to build or improve the investor service system.Therefore,this paper puts forward some suggestions for building the investor service system of P2P platform:Firstly,strengthen the education of practitioners and enhance the brand and service image of the platform.Second,build an efficient customer service system,formulate strict customer information confidentiality system,implement the information use authorization system that can track responsible persons,and avoid abuse of customer information.Third,standardize customer service process,handle customer complaints strictly in accordance with regulatory policy requirements,and effectively protect investors'rights and interests.Finally,the target customer groups are identified accurately,and refined service strategies are implemented for different customer groups to enhance the viscosity and loyalty of investors to the platform.