Although the software of Hengchen Technology Company has achieved great success, it does not say that it is perfect. If you want to retain users for a long time, you still need to make many improvements to turn the functional software into a platform software.
Moreover, it does not increase the complexity of users' use, which is a great test of the software's design capabilities. To be honest, in terms of software technology development, Lingchen Technology Company is still relatively weak.
Although they had a team that researched artificial intelligence before, they only did some peripheral expansion. The core functions were all APIs provided by it, and they didn't really know much about artificial intelligence.
The artificial intelligence customer service he provided was not open because it was of a higher level than the circulated artificial intelligence technology. As a result, their team's technical strength was not particularly strong.
Later, although some research was conducted on open artificial intelligence technology, there is still a certain gap compared with Fanxing Software Company and other Internet companies.
However, they have temporarily made up for the shortcomings in this area by relying on their current advantages in the field of intelligent customer service. However, if they want to develop in the long term, they must make up for this shortcoming.
And as far as data is concerned, Lingcheng Technology Company was a bit too biased before. The main data was voice data, which came from recordings of service customers, etc., and there was very little data in other ways.
Therefore, their research field is still in this area. It is difficult to expand more businesses. If they can really do a good job in this area of business, it will be considered good.
Lingchen Technology Company is also constantly adapting to the changes in the Internet era. It no longer hangs on a tree as before. Although this tree has grown into a behemoth, its business is too single.
Although their customer service business has become the largest in the world and is a veritable giant, even because the unit price they provide is relatively cheap, it has accelerated the development of the global customer service industry and made this cake even bigger.
It's just that this bigger cake has not left more for other companies. On the contrary, because their advantages are too obvious, not only the average unit price is low, but the service quality is first-class, the customer service market of other companies has shrunk.
With the further prosperity of the commodity economy in the future and the further acceleration of the global economy, whether it is cooperation between consumers or enterprises, the demand for customer service will only become stronger and stronger, and the development prospects will be better.
In fact, it also supports the above judgment. Last year, their customer service business revenue reached 400 billion yuan, revenue growth increased by 100%, and their advantageous position became more obvious.
The increase in revenue is due to the natural expansion of the market on the one hand, and more and more companies need to provide customer service. On the other hand, other traditional customer service companies cannot keep up with the trend of the times and are gradually eliminated by the market.
Most of these markets are occupied by Hengchen Technology Company. Because the price is relatively low and the service quality is the best, it has naturally won the favor of many customers.
Of course, market competition has further intensified. Due to the reduction in order volume, many traditional customer service companies have to lower unit prices in order to survive in order to obtain more orders.
For these customer service companies, making more and less is the second most important thing, and the more important thing is to survive, so reducing profits is a common practice.
And now that information technology is becoming more and more advanced, many companies seeking change have accelerated the pace of informatization of their own businesses and reduced the unit price of customer service services in order to better adapt to the market.
But even if they are like this, their costs are still much higher than that of Hengxuan Technology Company, both in terms of technology and personnel.
More importantly, the quality of the services they provide is still significantly different from the services provided by Lingchen Technology Company. This is also the main competitive advantage of Lingchen Technology Company.
It takes a long time to train human customer service personnel, and they only focus on a certain field. There are fewer customer service personnel trained across fields because the requirements are higher and the cost is higher.
Even so, the professional customer service services provided by professional customer service personnel trained with huge efforts cannot keep up with artificial intelligence customer service. In fact, they are not very competitive in this regard.
This is also the reason why customer service fees were so high in the past, because these customer service personnel need to actually solve the problem instead of giving polite answers. Like in the previous life, although some companies had customer service, they often could not solve the problem.
This situation is very annoying. It not only makes consumers more angry, but also brings greater reputation loss to the company. It can be said that the gain outweighs the gain.
Although its advantages in professionalism are very obvious, in order to continue to maintain its relative price advantage, Lingchen Technology has also made moderate price cuts in order to gain more market share.
Last year, the number of their service companies expanded to 20 million, and the number of customer service services provided globally reached 50 billion times. The average cost per time was 8 yuan, which was a 2 yuan decrease from the unit price of the previous year.
In addition to continuing to expand the customer service business of traditional enterprises, the largest source of contribution is the e-commerce customer service industry, and the growth rate is also the fastest among them.
In addition to providing warehousing and logistics, the e-commerce platform under Shangtong Trading Company, the biggest remaining problem is customer service, so that consumers can always find ways to solve their problems.
Obviously, Hengchen Technology Company is professional in this regard, but the products provided on the e-commerce platform are all kinds of strange, the quantity and types are very large, and they are much richer than those of offline sales companies.
The product information and internal structure of some products are actually available at Hengcheng Technology Company itself. After all, many product manufacturing companies have included many of the customer service services they previously provided.
If you want to provide them with better customer service, you must have a detailed understanding of their products, each parameter, internal structure, and even the principle. Only then can you provide services to consumers who encounter problems during use. question.
Therefore, there is a very large amount of product-related data in the database of Hengchen Technology Company. It can be said that it is also the most complete and largest commodity database in the world, even more complete than that of Shangtong Trading Company.
Because Shangtong Trading Company only needs to know the surface information of the product, while Hengcheng Technology Company needs comprehensive information, including appearance characteristics, prices, parameters, etc., but also needs to understand the internal structure, principle, design, etc., and even Design defects require detailed understanding and judgment.
Most of the information needs to be provided by the company, and a considerable part of the data is summarized by the artificial intelligence customer service of Hengchen Technology Company based on user feedback.
Of course, more importantly, artificial intelligence customer service can also make self-judgments on the information provided by the company. Even after obtaining product-related data, it can understand the problems with their products better than the company.
Therefore, most of the product data on the e-commerce platform of Shangtong Trading Company is actually in the database of Hengchen Technology Company, but this is not all.
Many new products are born every moment. Hengcheng Technology Company cannot guarantee that it can understand all the products 100%. In order to provide better customer service, the e-commerce platform of Shangtong Trading Company needs to Provide detailed information on all products.
To this end, Lingcheng Technology Company has opened its own customer service data interface. When Shangtong Trading Company's e-commerce platform enters product data, it can know in a timely manner which products already have relevant data and which products do not.
For data without detailed information, the e-commerce platform of Shangtong Trading Company will request it from the manufacturing company, and then provide the data to Lingchen Technology Company.
Of course, this is only for B2C e-commerce platforms, because the customer service services on this platform are provided by Shangtong Trading Company itself and will not be performed by fake manufacturers.
In other words, for B2C platforms, Shangtong Trading Company will be responsible for every product they sell on this platform, and will be much more strict in controlling all aspects of the products.
Like C2C platforms, due to the higher degree of freedom, many people only buy one or two items. Product information is sometimes not comprehensive enough. It is enough to provide surface appearance and related parameters.
Therefore, although these platforms also provide customer service, they do not provide more professional services. They only deal with consumer complaints and feedback, and do not guide consumers on how to use them or how to deal with problems that arise during use.
Precisely because of the huge gap in services, among the many e-commerce platforms owned by Shangtong Trading Company, the B2C platform has the fastest business development and the highest consumer satisfaction.
Since the B2C platform is a self-operated business, it can ensure the smooth flow of logistics, the quality of the goods, whether the brand is authentic, and feedback at any time if there are any problems, etc. As a result, some of their products have higher prices, and most consumers will still choose their platform. .
With the rapid development of e-commerce business, the payment tools behind it are also expanding rapidly, which has benefited Xinghan Technology Company's online payment system a lot.
The online payment system of Xinghan Technology Company now has 1.5 billion users worldwide, most of which are naturally domestic users, numbering 600 million, and are the most frequently used.
Because domestic users not only use it when shopping online, but also use it offline more and more frequently. Some people even rely on this online payment system for almost all their payments.
As for foreign users, because they do not have very good offline support, they mainly use online payments. There is not much demand for offline payments, and most of them still use credit cards to pay.
However, as Shangtong Trading Company's overseas direct sales channels take up an increasing proportion, the proportion of online payment tools used offline will become higher and higher, and sooner or later a trend will form.
Because Shangtong Trading Company, whether domestic or foreign, will provide offline QR code payment options in their directly operated stores, and even some offline channels with particularly high shareholding ratios will recommend that they do so.
In fact, this has moved the cheese of traditional banks, because a large part of the profit source of many banks is credit card interest, and their corporate loan interest rates are often very low, at least much lower than credit card interest rates.
This is also the reason why Xinghan Technology Company is not keen on promoting offline payments abroad, because they also need the support of these traditional banks for their online payment systems and allow their bank cards to be bound to the online payment system.
However, as domestic banks become more and more internationalized, and HSBC's business gradually spreads around the world, and its coverage rate becomes higher and higher, other traditional banks can do less and less in this regard.
This is why Shangtong Trading Company promotes QR code payment in its own directly operated offline channels. It wants to gradually encroach on the offline payment market and test the attitude of traditional banks.
The main reason why domestic banks are not very opposed to this is that domestic consumers have almost no credit card ownership. There is no market in this area, and naturally it will not cause significant harm to their interests.
The main source of profits for domestic banks still comes from corporate loans. There is not much business in the personal consumption field, which is not their main source of profits.
Coupled with Zhao Yi's influence in the domestic economic field, as long as serious commercial interests are not involved, everyone will sell him face and will not deliberately obstruct him in this regard.
Although Xinghan Technology Company continues to test the bottom line of foreign banks, it has not encountered too strong opposition so far. Occasionally, it is only a few banks that are in hidden trouble.
In fact, Xinghan Technology Company has also prepared another set of solutions for this, but it needs to be used to solve the problem after testing the bottom line, rather than coming out from the beginning, so that it can gain more benefits.
Domestic current payments can only be bound to debit cards, not credit cards, because there are almost no credit cards in China, so domestic operations must be much bolder.
Xinghan Technology Company plans to launch a short-term loan business similar to a credit card on their domestic online payment system, but it still needs to communicate with the relevant domestic financial management departments. It cannot be launched online just because it wants to.
Of course, if you insist on going online, the domestic laws in this area are still blank, and it can be done, but the business operations of his companies will not be so radical, and they will generally actively communicate with relevant departments.
They will even conduct internal research on related issues, provide relevant solutions, and formulate relevant industry rules and legal supplements.
The purpose is naturally to better develop the industry, rather than rely on taking advantage of loopholes to make money. They do not have that need. On the contrary, the more complete the industry, the more beneficial it is to them.
If all issues are discussed clearly internally, less time will be spent communicating with relevant departments, and the development and improvement of the industry can be promoted as quickly as possible. Instead of going back and forth for several years to investigate, it is better to "cut first and play later."
After a period of communication, no one is particularly opposed to Xinghan Technology's launch of credit card-like services on its own payment platform. In principle, it is still in the process of formulating rules and laws.
Because Xinghan Technology Company itself is not short of money, it does not use high leverage ratios of funds like in its previous life, and its financial risks are relatively low, even lower than those of traditional banks.
Moreover, Xinghan Technology Company is a sole proprietorship. Even if Xinghan Technology Company has problems in the future and cannot get the answer, Zhao Yilai will be responsible behind the scenes, so the domestic financial sector is relatively reassured about this.
However, there are still a lot of rules and laws that should be formulated. The purpose is not to prevent Xinghan Technology Company, but to establish rules for other companies that want to do so to prevent them from causing systemic financial risks.
Moreover, Xinghan Technology Company also has a natural advantage in doing this work. They have enough data to determine which consumers are able to repay their loans, and the data accuracy is higher than that of traditional banks.
And because it is completely operated online, operating costs are lower, it provides consumers with lower interest rates than credit cards, and reduces the repayment pressure on consumers. It is an important supplement to my country's financial services industry.
For foreign markets, there are two plans. One is to launch its own virtual credit card service. The content is almost the same as the domestic one, which crowds out the credit card market of foreign traditional banks.
The other set does not launch its own virtual credit card service, but can access the credit card services of other banks. However, during the service process, the interest needs to be divided.
Of course, no matter which channel the funds come from, as long as they are transferred to the payment platform and are not consumed directly, the benefits are enjoyed by the platform itself and have nothing to do with the source of the funds.
This means that whether funds are transferred from a credit card or savings to a personal wallet on the platform, the interest and other financial benefits generated by the wallet belong to the platform and have nothing to do with the banks that issue these credit cards and savings cards.
Among the two sets of rules, they prefer the first set, so that the benefits belong entirely to themselves, and they can also penetrate into the global financial market, and the benefits may be greater.
If the first set doesn't work, then let the first and second sets of plans work in parallel, that is, issue your own virtual credit card, and at the same time, other banks' credit cards can also be connected. This is the result of a mutual compromise.
If this still doesn't work, then you can only implement the second plan, which is the final bottom line. If it still doesn't work, you can only guide users to use HSBC's banks or domestic banks.
Nowadays, Shangtong Trading Company is the dominant online e-commerce company and has a monopoly status. To put it bluntly, users now have to adapt to Shangtong Trading Company’s e-commerce platform, otherwise they will not be able to experience the joy of online shopping.
Although Shangtong Trading Company generally does not do this, they are able to achieve such a large scale not only by relying on their impartial business attitude, which generally does not embarrass consumers, but also treats buyers fairly.
That’s why they have been able to achieve such success without causing any outrage. Many suppliers even like to cooperate with Shangtong Trading Company, and consumers are generally satisfied with their retail channel services.
However, when it comes to issues of core interests, it is not impossible to adapt. As the only online payment system of the e-commerce platform, Xinghan Technology Company can completely block other banks when necessary and provide users with banks that agree to their conditions.
In addition, HSBC's own system is very large, and the number of global users who purchase critical illness insurance through HSBC is also very large. They already have their own personal accounts in the HSBC system.
Therefore, switching to HSBC is a seamless switch for most users. In the end, other banks will suffer losses. When the time comes, they will still have to seek cooperation from above.
Moreover, domestic banks are also aggressively entering the international financial market and are worrying about how to develop their own retail businesses. If other banks do not cooperate, it will just open up the market for them.
Generally, when banks enter other markets, they mainly focus on providing corporate credit services. They will only provide personal savings financial services when the time is ripe, because compared with corporate financial services, personal financial services are more difficult to develop.
On the one hand, personal financial services are more risky, especially for banks that have just entered the market and want to reach a certain scale, which requires a lot of time and energy.
On the other hand, this is a personal financial services business, which is generally subject to relatively many restrictions. Some banks even cannot obtain permission to carry out personal financial services.
Private banks like HSBC, in order to carry out personal business abroad, adopt acquisition methods to acquire banks with relevant qualifications in other countries to expand the scope of financial services in the country where they are located.
It's just that bank acquisitions are never that simple. Generally, there are more opportunities only during financial crises. In normal years, banks are very prosperous.
He acquired HSBC relatively early. At that time, the world had just experienced a financial crisis, and many banks had serious problems. In addition, HSBC was very wealthy at the time, so it still made great gains.
Domestic banks, including his subsidiary Minsheng Bank, entered the international market relatively late. Moreover, at this time, there was no financial crisis abroad, so acquisitions were more difficult.
Therefore, their business is basically focused on corporate financial business and does not operate retail business. This is not only a problem of financial license, but also a lack of good opportunities.
It can be said that Xinghan Technology Company's advantages are becoming more and more obvious, and it has more and more bargaining chips with global financial institutions. It is no longer comparable to those in previous years.
It would be best if they could dominate the online and offline payment business just like in China. They are working together with Shangtong Trading Company to move toward this goal.
If they cannot achieve this goal, they must at least dominate the online payment business and online financial business and build their online payment system into an online super financial platform.
If once it takes shape, even if they don't carry out specific financial business themselves, by relying on commission, based on the huge global business volume, they will have huge gains, and it will be hundreds of billions of dollars in revenue.
And they are also creating more online payment scenarios, such as virtual currency on social platforms, paid news information reading on news platforms, etc.
In addition, Shangtong Trading Company is also developing an online taxi-hailing platform, which is currently being tested on a small scale in China. Once the test is passed, it will be launched both domestically and abroad.
Moreover, the previously mentioned online group buying and offline consumption group buying are also in progress at Shangtong Trading Company. They have been launched in China, but they have just started and have not been reflected yet.
However, they also plan to launch similar businesses around the world as soon as possible and compete for the market as soon as possible, because companies around the world are now staring at the development of the Internet in our country. If they wait until the domestic operation is well established before launching it, they will probably have been imitated by others.
The more online payment application scenarios are created, the more Xinghan Technology Company's online payment advantages can be reflected, and the more it can affect people's daily lives.
Only by thoroughly integrating their online payment system into people's daily lives can they truly lay a solid foundation. As long as they don't make mistakes, they are basically solid.
It's just that their online payment system is still in the promotion and consolidation stage and has not yet carried out a large number of commercial operations. The revenue obtained is not very large. For Xinghan Technology Company's total revenue, it is completely negligible.
However, these are temporary, just to cultivate user habits, expand the user group, and access more application scenarios. There will always be a period of harvest for them. They just need to quietly lay a solid foundation and wait for the opportunity. (End of chapter)