The Bank of Shanghai is by your side | One-click calling is available upon request. The customer service hotline is used as a “matchmaker”. The Bank of Shanghai builds a “connecting heart” service for the elderly.

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“It’s more convenient and faster to receive manual services” “You can get some business consultation just by talking”…

Recently, citizens who called the 95594 customer service hotline of the Bank of Shanghai clearly felt some new changes and praised them one after another.

As the largest pension issuance bank in Shanghai, Bank of Shanghai serves more than 5 million elderly citizens every year. Due to the preferences of the elderly group, customer service hotlines are still the most common choice among senior citizens. In order to allow senior citizens to enjoy more warm financial services, the Bank of Shanghai started from the business preferences and behavioral habits of the elderly customers, conducted an in-depth review of the breakpoints, pain points and congestion points of online and offline full journey services, and continued to improve customer service channels for aging services. level.

　　Just do it as soon as you ask

　　One hotline conveys thousands of thoughts

“Though considerate, I thought they upgraded me to VIP service. Now if you talk, you can solve my problem.”

Aunt Li still remembers the first time she accessed the upgraded 95594 hotline. The 10th of every month is her pension payment day. After every payment, she is used to checking the balance. When she is too lazy to go to the branch, she calls to check. Before, she had to press many keys to enter the pension inquiry menu. After the upgrade, she dialed in using her reserved phone number. She just said “check pension balance”, entered her ID card and verified password, and customer service Xiaohai quickly reported it to her. .

It turned out that the Bank of Shanghai found in its survey that elderly citizens were not familiar with the manual service entrance of telephone banking, and some menus were not popular enough and did not match the usage habits of elderly citizens, causing them some inconvenience.

To this end, in the recent upgrade of the 95594 customer service hotline, Bank of Shanghai relied on in-bank big data and NLP semantic understanding technology to accurately identify elderly customers based on age, service preference and other tag information, and provide hierarchical and classified voice guidance and verification levels. Provide differentiated services such as direct manual service, Shanghai-language service hotline entrance, simple intelligent voice interaction, and traditional high-frequency button menu in the first time.

At the same time, on special dates such as pension issuance, the 95594 customer service hotline also provides an implanted pension query navigation guide service, which facilitates senior citizens to handle business by opening their mouths, effectively solving the previous self-service “incomprehensible” and “difficult to operate” problems. “The problem.

　　One touch call

　　Big care on the small screen

“The one-click call to the senior citizen hotline is very effective. The little girl from Shanghai gave me guidance on the phone. I have also used mobile banking.” Grandpa Zhang, who is located in Jinshan District, also praised the one-click call to the senior citizen hotline on mobile banking.

During the survey, the Bank of Shanghai learned that some elderly citizens are not familiar with the operation of self-service channels such as mobile banking, lack help and guidance, and find it difficult to quickly locate and find the functions they want.

Focusing on the actual needs of elderly citizens, the Bank of Shanghai Customer Service Center has linked the hotline service with mobile banking, adding the “one-click call to the senior citizen hotline” function to mobile banking for the first time. Through the senior citizen hotline, customer service staff patiently and carefully guide customers to use mobile banking.

In addition, Bank of Shanghai has also optimized the online customer service experience, including supporting functions such as “voice screen reading” and “operation guide graphics” to facilitate senior citizens to click and search directly. For high-frequency business scenarios such as transfers and large-scale redemptions in financial management, when encountering customer transaction breakpoints, we proactively provide online customer service pop-ups and direct-access exclusive manual services, so that senior citizens can “see clearly, use it, and complete it” “.

In the context of population aging, protecting the good life of the elderly with high-quality pension finance has become a major issue for the financial industry to serve society and people’s livelihood. As a city commercial bank born on the banks of the Huangpu River, based on the local area and rooted in Shanghai, Bank of Shanghai has always been “committed to becoming an expert in pension financial services”. It is customer-centric and continues to improve the level of pension financial services through resource integration, technology empowerment and other means. . In the future, Bank of Shanghai will always uphold its mission of being “professional, trustworthy, warm and affectionate”, fulfill its original commitment of providing finance for the people, and help the people enjoy a better life.

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