Shin Kong Life winning three honors at the "GCCA Greater China Excellence Customer Service Awards" | Latest News | Shin Kong Life Sustainability

 “Shin Kong Life winning three honors at the "GCCA Greater China Excellence Customer Service Awards".
 

Shin Kong Life winning three honors at the "GCCA Greater China Excellence Customer Service Awards".

 

Subsidiary of Shin Kong Financial Holding (2888), Shin Kong Life, guided by the spirit of "Low carbon, Innovation, and Mutual Benefit," consistently prioritizes customers. Utilizing financial technology, it excels in creating impactful digital services. In the recent "GCCA Greater China Excellence Customer Service Awards" jointly organized by customer service associations in Mainland China, Hong Kong, and Taiwan, it secured three major awards: "Comprehensive Customer Service Excellence Award", "Innovative Intelligent Customer Service Award" and "Top Marketing Innovative Experience Award". This reflects Shin Kong Life's commitment to fair customer treatment and providing convenient, diverse services.

 

Actively listening to customer feedback (VOC), Shin Kong Life turns customer feedback and suggestions into improvement initiatives. Following the strategy of "digital transformation, experience optimization," it integrates virtual and real channels for customer service, allowing customers to contact and inquire in their preferred ways. Winning the "Comprehensive Customer Service Excellence Award" acknowledges the company's dedication to enhancing service quality and customer satisfaction. In deepening customer relationships and expanding operational efficiency, the AI intelligent customer service robot "Xiao Xin" continuously innovates, introducing a self-developed "training and analysis tool" for precise responses. It establishes an "intelligent quality inspection process" to enhance service quality and customer satisfaction, providing a professional and convenient digital customer experience, earning the "Innovative Intelligent Customer Service Award".

 

With Taiwan moving towards an aging society, Shin Kong Life actively improves digital infrastructure and related senior-friendly services. Prioritizing the elderly, it expands the "Senior Service Hotline", when identified as customers aged 65 and above, they will receive precedence consultation. By using friendly labels and information, customer service agents quickly identify needs, communicate in the customer's preferred language, reducing information gaps, and enhancing the customer experience.

 

Additionally, to prevent financial exploitation, Shin Kong Life organizes seminars on elderly fraud prevention nationwide, promoting digital literacy and fraud prevention knowledge. It also promotes green services, reducing carbon emissions through digital tools, empowering agents with e-services to enhance professionalism and efficiency. Encouraging policyholders to join online memberships for self-service functions such as online payments and policy loans, it integrates financial technology into operations, bridging the urban-rural digital gap. This innovative approach earned the "Top Marketing Innovative Experience Award".

 

Celebrating its 60th anniversary, Shin Kong Life has strategically embraced digital transformation, actively investing in insurance technology to create meaningful digital services with "Zero contact, Zero time difference, Zero distance." It pledges to continue embodying the brand spirit of "where there is light, every expectation is fulfilled," aiming to create an even more caring and professional customer service experience.