What is the heart-class service of China Mobile?

1. "Heart-level service" is an all-round upgrade of information and communication services in the past 2 1 year. Since its establishment in 2000, China Mobile has always adhered to the initial intention of "red communication", actively fulfilled the "three responsibilities" of central enterprises, and devoted itself to providing high-quality and reliable information and communication services. In the past two years, China Mobile has accelerated the coverage of 5G and Gigabit broadband networks, exerted its technical expertise and operational capabilities in technology, data and computing, upgraded in an all-round way, and provided excellent information and communication services.

Two, "heart-level service" is an important practice to implement the "I do practical things for the masses" of the CPC Central Committee. This year, China Mobile vigorously carried out the practical activity of "I do practical things for the masses", trying to solve the "urgent difficulties and worries" of the masses and realize the "wish list" of customers. Let customers clearly understand their consumption, serve the elderly everywhere, and fully cover digital intelligent services. In the face of the big test of fighting epidemic and flood control, we should fully guarantee the communication service, carry out customer care and realize the "always-on" service of China Mobile.

Three. "Heart-level service" is the unremitting pursuit of China Mobile to serve the people and win the "people's dividend". At present, China Mobile is in an important period of transition from "demographic dividend" to "people dividend", and the core drive of "heart-level service" is to serve the people and win the "people dividend". We should adhere to digital intelligent drive, improve network quality, meet customer needs more comprehensively, improve contact quality, respond to customer needs more quickly, improve product quality, and create customer service value more accurately.

Fourth, the brand connotation of "heart-level service"-serving with heart, connecting love and creating beauty.

Communication is not only the information artery to smooth the economy and society, but also the main force of the strategy of strengthening the country by network. The essence of operators is service industry. Since its birth more than 20 years ago, China Mobile has continuously provided information and communication services to meet and lead the demand. The service is China Mobile's DNA.

Since 2000, it has been put forward that "communication starts from the heart" and launched three brands: "global communication, China travel and M-zone". Ten years ago, the service concept of "customer first and service first" was put forward. Take the lead in opening the 4G era, provide cable broadband services, and become a leading full-service operator for mobile customers and broadband customers. In the 5G era, China Mobile will not only maintain the leading position in the quality and construction of 5G networks, but also strive to build an all-round, full-process and all-staff "trinity" service system, and provide customers with a more professional, convenient and caring service experience through the empowerment of digital intelligence technology. Including 956 million mobile phone customers, 265.438 billion home customers, 654.38 billion Internet of Things connections and billions of emerging market customers, the trust and choice of countless customers have made China Mobile today.

Entering a new journey, the experience innovation triggered by the digital wave emerges one after another, and customers put forward new expectations for service. Facing the future, under the background of explosive growth of connected data, China Mobile strives to build a new service capability framework based on "connection+computing power+capability", actively writes the future service blueprint of "connection service, computing power service and capability service", realizes network omnipotence, computing power everywhere and intelligence, accelerates the development of digital industrialization and promotes the transformation and upgrading of digital intelligence in the whole society. Create a professional, dedicated and lasting service reputation.

China Mobile will "stick to its ingenuity" and promote the continuous upgrading of services from four aspects. The first is the upgrade of service content, from communication service to information service, from focusing on mobile market to CHBN (individual, family, government and enterprise, emerging). The second is to upgrade the service mode, from the traditional business hall and hotline manual service to the three-dimensional and intelligent service channel system. The third is to upgrade the service experience, from single service to immersive service, subdivide the scene and continuously improve the overall customer experience. The fourth is to upgrade service efficiency, strengthen digital intelligence empowerment, and provide customers with more scientific and intelligent services.

Therefore, China Mobile is committed to providing customers with a "comfortable, caring and warm-hearted" service experience. The "comfortable" experience is the comfort of service, focusing on the customer's sense of acquisition, happiness and security, and customizing the scene to the extreme. "Intimate" experience is thoughtful service. Take the initiative to grasp the trend of digital transformation and the changes of customer consumption behavior, and use digital, intelligent and innovative means to achieve the ultimate active service. The experience of "warm heart" is the temperature of service, and it will serve with emotion, making the service affectionate, warm and moving.

The slogan of "Heart-level Service" brand is "Heart-level Service, Let Love Connect". Logo is a heart-shaped pattern composed of two crossed fingerprints. The fingerprint on the left represents China Mobile's commitment to providing excellent service to customers, and the fingerprint on the right represents customers' recognition of the service quality of China Mobile. This heart not only conveys the heart-to-heart relationship between China Mobile and its customers, but also carries the beauty and interests of China Mobile and its customers.

While releasing the brand of "heart-class service", China Mobile simultaneously launched high-quality service measures such as information service, intelligent service, convenient service, transparent service, security service and emergency service. For example, through 5G video customer service, we can realize the visual service of "listening and watching", explain complex services on the same screen, confirm key information on the same screen, provide remote video troubleshooting guidance, handle highly sensitive services online, and solve customer pain points with Zhihui service.

In the future, China Mobile will further grasp people's demand for a better digital life, consolidate new infrastructure, create new supplies, provide excellent new services, continuously improve network quality, product quality and contact quality, strengthen digital intelligence drive, win customers' trust with excellent quality, and help the broad masses of people enjoy a better information service life.