A Study On Customer Service Optimization And Upgrading Of H Life Insurance Company

With the continuous development of China’s insurance industry,the customer service field of insurance companies is constantly expanding.Customer groups pay more attention to the various services provided by the company,and insurance companies gradually realize the importance of customer service optimization and upgrading.For life insurance companies,the consummation of customer-oriented service system,optimization of service mode and improvement of service quality will become the focus of market competition.At present,life insurance has been in the era of customer experience,life insurance company’s leading customer service will mean that the company has more opportunities to obtain higher customer dependence,create better brand value,and produce more substantial premium income.This paper focuses on the research and analysis of a domestic life insurance company customer service system optimization,customer service model improvement and customer service quality improvement feasible ways.Firstly,this paper studies and analyzes the references and materials related to the customer service of insurance companies,and finds that there are many deficiencies in the operation management,service innovation and scientific and technological support of the customer service of life insurance companies.Therefore,this paper chooses service operation management theory,insurance service innovation theory and insurance technology empowerment theory as the theoretical basis and chooses H life insurance company as the research object,hoping to use the above theories to guide the research on customer service optimization and upgrading of H life insurance company.Through the interpretation and analysis of H company,H company customer service customer service process,the present research situation,in the life insurance company underwriting service,basic and value-added services,renewal,claims service,internal control operation such as customer service exists in the main module of service process complex,weak service interaction,intelligent degree is low,and risk management is not fine to optimize pain points;After various services(as a whole,summed up the heart of the problem,the main causes of various modules,then for each module on the client side,the acquisition side,regulatory and company,end of service experience,assignment of rights and interests of service without a word of mouth,service to sales weak,the low degree of risk control of intelligent,operation management is not the main problem such as fine point,combining the current situation of service operation management,Based on the theoretical basis of this paper,countermeasures and suggestions for customer service optimization and upgrading with extensibility and sustainability,such as constructing intelligent insurance system,optimizing security and counter service process,strengthening service-oriented accurate insurance renewal,building digital claims service system,and opening intelligent risk control identification mode,are put forward.