Recently, the State Administration for Market Regulation (State Standardization Administration) released the first recommended national standard in China that focuses on the collaboration mechanism between manual and intelligent customer service, titled "Requirements for the Collaboration of Customer Contact Service Manual and Intelligent Customer Service" (hereinafter referred to as the "Requirements"). The "Requirements" clearly state that the customer service entrance should be clear and transparent, and the division of labor between intelligent customer service and manual customer service should be scientific, setting a clear service standard for the industry.

The consumer finance industry has characteristics such as customer base sinking, high-frequency business, and dense service touchpoints. Each bill detail and expense composition involves multiple links of information verification such as contract terms, authorization records, and accounting systems, which puts high demands on the fact verification ability and real-time processing efficiency of front-line customer service. Therefore, some licensed institutions have already initiated iterative upgrades of their customer service systems before the requirements are implemented, promoting the transformation of customer service roles from traditional "demand recorders and transferors" to frontline "problem solvers" with disposal capabilities.

For ordinary consumers, the most direct significance of customer service upgrade is to first seek official customer service when encountering billing or fee questions, which is becoming the simplest and most direct way to solve problems.

Customer service role shifts from recording to solving

Previously, consumers were most worried that no one could explain the situation clearly when calling customer service. After registering a work order, customer service would wait for a response, which would take several days. The response they received may not be able to explain the situation clearly. Therefore, many consumers' first reaction when encountering cost issues before was not to call the official hotline, but to file complaints or search for "rights protection strategies" on third-party platforms. Some people have also fallen into the black and gray trap as a result, experiencing information leaks and financial losses.

But now the situation is different. For example, CMB Consumer Finance regards reducing customer complaint rates as a more advanced and critical warning indicator, and strives to solve customer complaint risks from the source through targeted and three-dimensional solutions; Immediate consumption has established data permissions for contracts, bills, and authorization records on the customer service end.

In the past, customer service was passive in waiting for work orders and following the script, but now it is proactive in providing assistance to consumers. When consumers raise questions, as long as they dial the customer service hotline, there will be dedicated personnel to assist in solving the problem and verifying the information. If the verification is accurate, please clarify what can be said on the spot. If it cannot be verified and confirmed on site, it will be directly transferred to the special tracking process for follow-up and disposal until the consumer is informed of the clear handling result.

For consumers, this means that with just one phone call, most questions can be understood and verified clearly.

The explicit operation path of the official entrance is clear and traceable

Customer service can solve problems, but consumers still need to find them.

At present, the customer service entrances of various licensed institutions are relatively clear. The most direct way for users to have questions about their bills or fees is to open the app and check the details in modules such as "My Bills" or "Historical Repayments". If further consultation is needed, there is usually a "Contact Customer Service" button on the page, which can be directly transferred to a human. You can also call the official hotline to transfer to human services.

For example, immediate consumer users can access complete repayment records and settlement certificates through the official app. If they have any doubts about the fees, they can call the official hotline 95090 for consultation; The customer service hotline of Xingye Consumer Finance is 400-10-95561, and manual service covers from 8:00 to 24:00 every day; The customer service hotline for China Post Consumer Finance is 4006695580, and the service hours are from 9am to 6pm daily. Both the official website and the app have customer service entrances. Zhaolian Consumer Finance has set up obvious customer service entrances on official channels, which can be easily transferred to manual services.

Consumers should identify the numbers displayed on the official website or app when searching for customer service phone numbers, and avoid clicking on links from unknown sources. When encountering cost issues, identifying official channels is the quickest way to solve the problem.