Shin Kong Life Insurance recognized with five awards in the "Excellent Customer Service Awards" | Latest News | Shin Kong Life Sustainability

 Shin Kong Life Insurance recognized with five awards in the "Excellent Customer Service Awards"
 

Shin Kong Life Insurance recognized with five awards in the "Excellent Customer Service Awards"

 

Shin Kong Life Insurance has received recognition in five categories at the 2023 Customer Service Excellence Awards (CSEA), making it a standout in the life insurance industry. Awarded by the Taiwan Customer Service Center Development Association, these honors include "Best Customer Service Enterprise", "Best Customer Service Digital Intelligent System Application Enterprise", "Best Integrated Marketing Enterprise", “Best Customer Service Team" in the team category, and "Best Customer Service Training Star" in the individual category.

 

The awards, often referred to as the "Oscars of customer service", highlight Shin Kong Life Insurance's commitment to a "friendly finance" approach, providing professional, digital, and convenient customer experiences across various channels. The company emphasizes fair treatment of consumers, actively engaging with Voice of Customer (VOC) feedback to improve operational processes, ultimately boosting customer satisfaction and loyalty. Shin Kong Life Insurance secured the title of "Best Customer Service Enterprise" by optimizing its Omni-Channel customer service channels and enhancing the efficiency of handling complex customer issues.

 

The company's achievement in outstanding customer service is attributed to its investment in professional talent training, a quality customer service team, and the application of intelligent technology. Following the standards set by the British Standards Institution (BSI), Shin Kong Life Insurance cultivates the ability of customer service staff to "Do Things Right". The company employs engaging training methods, combining physical courses with online self-learning, offering scenario-based training exercises and online communication skills. Recognized as the "Best Customer Service Training Star," the company empowers employees to adapt to the trend of digital transformation through diverse educational training.

 

The implementation of the 3D service policy, emphasizing passion, professionalism, and digital capabilities, ensures fair treatment of customers. With a focus on "Customer Information Integration Systems" and the use of friendly labels for financial vulnerability, Shin Kong Life Insurance provides suitable services for financially fragile policyholders. The establishment of a "Voice Recognition System" and a customer service quality inspection model comprehensively enhances service quality, capturing authentic customer feedback and delivering more caring services, leading to recognition as the "Best Customer Service Team".

 

Adhering to a digital transformation strategy of "Deepening Customer Relationships, improving operational efficiency, and expanding diverse scenarios", Shin Kong Life Insurance leads the industry by introducing the first 24-hour online AI intelligent customer service robot, "Xiao Xin". Upgrades such as "AI Intelligent Customer Service Xiao Xin 2.0" and the exclusive platform "Agent Xiao Xin" for agents showcase the company's commitment to innovation. By breaking through technological limitations and developing personalized data scenario processes, the company enhances service immediacy. The development of the "Training and Analysis Tool" from a comprehensive viewpoint results in an intelligent Xiao Xin, providing precise answers and winning the award for the "Best Customer Service Digital Intelligent System Application Enterprise".

 

Anticipating Taiwan's entry into an aging society by 2025, Shin Kong Life Insurance actively enhances digital infrastructure and related elderly-friendly financial services to reduce the occurrence of elderly fraud cases. The company organizes a series of anti-fraud seminars across Taiwan to improve digital literacy and knowledge of fraud prevention for the public. Additionally, Shin Kong Life Insurance promotes green services to reduce carbon emissions. Encouraging policyholders to join as online members, the company facilitates convenient e-payment or automatic transfer and electronic billing. Through digital promotion, the company aims to make policyholders habituated to digital technology in insurance services, enhancing service quality and receiving recognition as the "Best Integrated Marketing Enterprise".

 

With a legacy of 60 years in Taiwan, Shin Kong Life Insurance upholds the four core principles of "Innovation, Service, Integrity, and Feedback". By embracing digital innovation, the company consistently elevates customer service experiences, practices the best customer experience, ensures fair treatment of customers, and embodies the corporate brand spirit of "With light, fulfilling every expectation."