在O2O模式盛行的今天，金融服务网络化进程加快，每个人都能轻松的在网上实现银行转账汇款、投资理财交易、保险选购等需求。或者说人们只需轻点鼠标，即可让一笔资产离开自己的账户。脱离了售前面对面的合同解释环节，消费者只能通过自行阅读了解产品信息，这无形中增加了服务纠纷的发生几率。

In the O2O mode prevailing today,Financial services network to speed up the process,Everyone can easily realize the online bank transfer remittance/Investment banking transactions/Insurance demand such as the choose and buy.Or people just by clicking the mouse,Can let an asset from his account.From the pre-sale contract interpretation link face to face,Only by understanding the consumer to read product information,This virtually increases the risk of service dispute.

　　“售前诚信沟通、售后标准化服务，这是车险O2O或者说是信息时代的金融企业必须要做到的。”平安财险负责新渠道发展的副总经理卢跃如是说。

"Pre-sale honest communication/After standardization service,This is O2O auto insurance, or the information age of financial enterprise must do."Peace is responsible for the development of new channels property LuYue deputy general manager said.

　　据业内专家估测，约有85%以上的金融服务投诉，源于客户在购买产品前，并不完全了解产品服务信息与风险特性，这意味着企业需要更加重视售前的沟通环节。

According to industry experts estimation,About 85% or more of the financial service complaints,From the customer in to buy the product before,Don't fully understand the product information service and risk characteristics,This means that the enterprise needs to pay more attention to the communication link before.

　　而据观察，目前电子金融产品的线上签约环节，大都需要消费者自行阅读电子版格式合同，并在线点击“同意”，表示确认。基于对金融机构的信任，很多消费者选择忽略阅读环节，直接点击“同意”，完成确认。售前沟通效果之差，不言而喻。

And according to the observation,At present, electronic financial products online contract link,Most consumers need to read electronic format contract,And online click"Agreed to",Said confirm.Based on the trust of the financial institutions,A lot of consumer choose to ignore reading link,click"Agreed to",Complete confirmation.The difference between the pre-sale communication effect,It goes without saying that.

　　相比之下，保险企业在售前线上沟通方面，做出了许多有益的尝试，这一现象在网销车险领域显得尤为明显。

Compared with,Insurance companies in the pre-sale online communication,Make a lot of beneficial attempt,This phenomenon in the nets pin auto insurance field is especially obvious.

　　在平安直销车险官网选购车险时，消费者确认格式合同并不是售前沟通的重点。平安直销车险在每一条备选险种旁，都进行了简单易懂的文字释义，并且标注了相关案例，以方便消费者通过阅读体验险种功能。除此之外，平安直销车险还将上万字的条款翻译成了简单易懂的“脱水版”图形语言，并且将类似“碰瓷、酒驾、证照不全”等免赔条件写在了突出位置。

In peace direct selling auto insurance website when the choose and buy auto insurance,Consumer confirmation form contract is not the focus of the pre-sale communication.Peace in the direct selling auto insurance each alternative by insurance,Has carried on the simple and understandable words paraphrase,And mark the related cases,To facilitate consumer through reading experience risk function.In addition,Peace direct selling auto insurance will also tens of thousands of words terms translated into easy"Dehydration version"Graphic language,And will be similar"Touch porcelain/Drunk driving/Certificate is not complete"Conditions such as written in the franchise in a prominent position.

　　卢跃还表示，“由于前期粗放式发展，很多错误概念被消费者误认为真理，比如车险中从来就没"全险"这个概念，无论是电话还是网上销售时，都是一定要说清楚的。售前沟通如果不到位或者存在漏洞，售后服务再好，客户也不会满意的。 ”

LuYue also said,"Because of the extensive development,Many wrong by consumer concept as the truth,Such as the car had never"All risks"This concept,Either telephone or online sales,Are the must be made clear.Before communication if does not reach the designated position or existence of loopholes,After-sales service again good,Customer will not satisfied. "

　　提到售后服务，在竞争日益激烈的个人消费金融领域，更优质的服务将有利于企业在竞争中保持领先。然而只有极具实力的企业，才能稳定地提供标准统一的优质服务。

Mentioned after-sales service,In the increasingly competitive individual consumer finance field,Better quality of service will be benefit to the enterprise in competition keep ahead.But only very powerful enterprise,To steadily provide standard unified quality service.

　　例如在电子银行领域，投资理财功能已逐渐成为各家银行的标配服务，竞争的重点则落在了产品的优质程度与售后服务品质上；在基金领域，风险最低的货币型基金已逐渐成为大众理财产品，为方便投资者使用，国内优秀的基金公司已率先推出货币基金 “T＋0交易”（随时交易随时到账），并逐渐成为同类产品的标准化服务；在保险领域，平安电话车险最早提出的免费道路救援服务，已经成为各大车险企业的标配服务。

Such as electronic banking sector,Investment and financial management function has gradually become the Banks with standard of service,The focus of the competition it falls on the degree of products of high quality and after-sales service quality;In the field of fund,The lowest risk monetary fund has gradually become the public financial products,For the convenience of investors use,Domestic outstanding fund company has been the first to launch monetary fund "T + 0 trade"(Trade at any time at any time to the account),And gradually become the similar product standardization service;In the field of insurance,Peace telephone auto insurance put forward the free road rescue service,Has become a major auto insurance enterprise scale distribution service.

　　与传统行业一样，金融企业服务标准的建立，都是源于领先企业的服务创新，随后创新服务逐渐被行业模仿，最终形成行业标准，这也意味着领先企业的标准将成为行业标准建立的重要参考。

And the traditional industry,The establishment of financial enterprise service standards,Is to result from leading enterprise service innovation,Then the innovation service was gradually industry imitate,Eventually form the industry standard,This also means that leading enterprise standard will become the industry standard established important reference.

　　在金融O2O创新逐渐成为主流的今天，我们都已发现，资产的形态逐渐被信息社会模糊了轮廓。它更像是我们账户中的一串数字，汇聚在各大金融机构的“湖泊”中，而这些数字关乎公众利益，为了让每串数字都能“有据可依”，金融企业要做的不仅是要强调诚信意识，还要有一套严谨的标准化服务管理模式，来保障诚信的落实，这一愿景的实现，对我们每个人来说都将是一大利好。

In the financial O2O innovation has become the mainstream of today,We all have found,The form of assets by the information society gradually blurred the profile.It's more like we account in a series of Numbers,Gathering in each big financial institutions"lakes"in,But these Numbers for the public interest,In order to let every series of Numbers can be"Have according to the",The financial enterprise to do is not only emphasize integrity awareness,Also has a strict standardized service management mode,To ensure the implementation of good faith,The realization of this vision,The same for each of us will be a big benefit.