Shin Kong Life Insurance Ranked First in the Life Insurance Industry Won Seven Excellent Customer Service Awards | 最新消息 | 新光人壽 企業永續

 Shin Kong Life Insurance was recognized with seven "Excellent Customer Service Awards," a top honor in the life insurance industry.
 

Shin Kong Life Insurance Ranked First in the Life Insurance Industry Won Seven Excellent Customer Service Awards

The 2024 CSEA Customer Service Excellence Awards, known as the "Golden Horse Awards" of the customer service industry and organized by the Taiwan Customer Service Center Development Association, were recently held. Shin Kong Life Insurance, a subsidiary of Shin Kong Financial Holdings (2888), consistently provides customers with a high-quality service experience through digital innovation, taking into account the diverse needs of customers. The awards were recognized with seven awards, including "Best Customer Experience Enterprise" and "Best Service Innovation Enterprise" in the corporate category, "Best AI System Application Team" in the group category, and "Best Customer Service System Supervisor," "Best Customer Service System Star," "Best AI Trainer," and "Best Field Management Supervisor" in the individual category, making it a leader in the life insurance industry.

Shin Kong Life Insurance has long been committed to promoting inclusive finance and attaches great importance to the spirit of fair treatment of customers. In response to the needs of different customer groups, it has gradually launched multiple service channels, such as planning a financial-friendly senior-friendly hotline. When the system identifies senior customers aged 65 and above, they can be given priority for online consultation without having to operate the voice IVR (Interactive Voice Response) option. "Smart Customer Service" has optimized more than 20 website functions in accordance with website accessibility standards, and obtained the only "Accessible Web AA Label" in the financial and insurance industries. Recently, it has also promoted interpretation services for new immigrants in multiple languages and indigenous languages. Customers can call the 0800 customer service hotline or visit the service location to make an appointment. Financial interpretation services will be provided at the designated time, making the service experience more closely aligned with the customer's personalized needs. It won the "Best Customer Experience Enterprise" award in the "Corporate Category".

Shin Kong Life Insurance also integrates low-carbon concepts into its daily life to shape the company's green culture. The customer service counter of the New Taipei City branch was awarded the ISO 14067 product carbon footprint certification in 2023. Combining carbon footprint with customers' sustainable behavior, it promotes low-carbon service stores and demonstrates Shin Kong Life Insurance's commitment to social responsibility; the newly built employee performance dashboard and administrative department management platform make on-site service operations transparent, and make good use of data analysis to strengthen on-site supervisor management, so that every customer can feel Shin Kong Life Insurance's professionalism and care. It was highly favored by the judges and won the "Best Service Innovation Enterprise" award.

In the "Team" category, the Customer Service Department's "Smart Customer Service Team" leveraged AI technology to optimize and upgrade system processes, incorporating human interaction into the process. This continuously optimized and upgraded Shin Kong Life's "Smart Customer Service," enabling efficient, immediate, and seamless customer communication. This reduced employee burdens and significantly increased customer satisfaction, earning them the "Best AI System Application Team" award. Furthermore, Shin Kong Life Insurance has relied on many outstanding colleagues throughout its digital transformation, injecting further vitality into the company's development.

In the "Personal" category, the professionals in Shin Kong Life's "Customer Service Department" also received unanimous praise from the judges. Huang Liling, for her exceptional service dedication, was named "Best Customer Service System Supervisor." Hong Shude, for his outstanding management effectiveness and ensuring service stability, was recognized as "Best Field Management Supervisor." Chen Yating was recognized as "Best Customer Service System Star," demonstrating exceptional data analysis skills and innovatively developing multiple AI-powered intelligent system services to deliver a completely new customer experience. Chen Zanyuan, for his innovative thinking and significant contributions to technology application and talent development, was named "Best AI Trainer."

Shin Kong Life Insurance has long implemented ESG sustainable management principles, fostering a four-pronged business philosophy of "innovation, service, integrity, and giving back." Adhering to a customer-centric approach, Shin Kong Life Insurance continuously enhances the customer service experience through digital innovation. Shin Kong Life Insurance will continue to lead the way in the digital age, providing customers with the most convenient and thoughtful experiences.