信贷行业基于数字化体系提升客户服务能力的思考及实操建议

Reflections and Practical Suggestions on Improving Customer Service Ability Based on Digital System in Credit Industry

在宏观环境基本稳固,金融科技技术日趋成熟的情况下,信贷融资模式不断创新,信贷客群趋于稳定,业务已逐步从增量时代过渡到存量运营时代,这就要求信贷行业要重视存量客户的服务,借助数字化体系建立优秀的客户服务能力。文章将分析信贷行业通过数字化建设提升服务能力的背景和必要性,并通过实践经验阐述在服务能力建设中常见的问题,及相关数字化体系建设的操作方法和建议。

With the basically solid macro environment and fintech technology becoming more mature,the credit financing models are constantly innovated,while the customers tend to be stable,and the credit business has gradually transitioned from incremental period to stock operation period,which requires the credit industry to pay attention to the service of the existing customers and to establish an excellent customer service capability with the help of the digital system.This paper will analyse the background and necessity of the credit industry to improve its service capacity through digital construction,and elaborate on the common problems in the construction of service capacity as well as the operation methods and suggestions for the construction of the relevant digital system through practical experience.