从001号接线员到001号主播——上交所投资者诉求处理工作背后的故事

Core Viewpoint - The Shanghai Stock Exchange (SSE) has established a comprehensive investor demand handling system to enhance service efficiency and address investor concerns effectively [2][10]. Group 1: Investor Demand Handling System - SSE has developed a system based on "three methods, one guideline, and several regulations" to streamline the handling of investor demands [2][10]. - The SSE has implemented a mechanism for its leadership to regularly meet with the public, demonstrating a commitment to investor engagement [11]. - In 2024, SSE integrated its complaint functions and established a structured approach to manage investor demands, ensuring a unified entry, process, and exit for handling requests [10][11]. Group 2: Use of Digital Platforms - Since the launch of the "SSE Investor Service" Douyin account, SSE has utilized live streaming and short video production to address common investor concerns, shifting from one-on-one communication to broader outreach [4][12]. - The SSE has created multiple short video series and live broadcasts, achieving significant engagement with nearly 1.8 million views and 160,000 likes on Douyin [12][13]. - The SSE plans to further explore direct service to investors through digital platforms, aiming to enhance the efficiency of demand handling [13]. Group 3: Enhancing Investor Interaction - SSE's investor service team, including personnel like Zhang Chuangang, has actively engaged with investors, addressing their concerns and providing timely assistance [5][7]. - The SSE has reported handling a total of 66,000 investor demands in 2024, with a significant number processed through the investor service hotline [11]. - The SSE emphasizes the importance of understanding and responding to investor emotions and needs, fostering a supportive environment for investors [6][11].