OREANDA-NEWS. October 26, 2011. If you wish to ask for details about banking services, just use your mobile phone and send a short message to the specific customer service number. In a short while you will receive the detail reply. This type of new banking service has been getting popular among the urban white-collar workers lately. This innovative service has been warmly welcomed since its launch, as reporter has revealed from ICBC, the first bank in China to launch such a service. Today, the service is one important service channel of the Bank. Statistics of the first eight months of this year shows that ICBC has handled over 1.4 million short messages for 1,145,000 customers, reported the press-centre of ICBC.

The SMS customer service is a 7x24, round-the-clock service channel, said an executive with ICBC. Customers do no need to register or apply, just send the question to 95588. An answer and help will be sent back from ICBC professional staff, very simple, very fast. The SMS customer service not only offers enquiry on the account opening bank and latest financial news, but all information related to ICBC services. No need to pick up the phone and call, no need to run to the bank counter. Besides, ICBC does not collect any fee on SMS customer service, except the SMS fee collected by telecom operators. This helps customers reduce the cost of enquiry to the greatest extent.

To ensure the efficiency and accuracy of SMS customer service, ICBC set up a SMS customer service team who are expert in this field. Based on the hot questions and business changes, ICBC team builds a Q&A knowledgebase covering nearly all the questions asked by the customers every day. Moreover, ICBC leverages its strong technology to build a high-performance business processing platform to improve call desk service using functions such as similar SMS search and batch reply. At present, the average processing time of ICBC SMS customer service is 50 seconds, the highest number of short messages processed in one day is 28,000.