Core Viewpoint - In 2024, the integration of digital economy and fintech is leading to a paradigm shift in consumer rights protection from passive defense to proactive governance, exemplified by Weixin Jinke's comprehensive consumer protection ecosystem driven by both technological and service capabilities [1] Group 1: Institutional Framework - Weixin Jinke continues to build a "4+12" consumer protection management system, optimizing regulations such as the Consumer Rights Protection Management System and Complaint Management System to enhance adaptability and effectiveness [3] Group 2: Business Integration - To better protect consumer rights, Weixin Jinke is enhancing the integration of consumer protection concepts with business operations through product experience optimization and standardized customer management [5][6] - Product experience optimization includes detailed displays of guarantee fees and the establishment of a hesitation period for first-time borrowers to safeguard consumer rights [5] Group 3: Security Enhancement - In 2024, Weixin Jinke's Information Security Management Committee is focusing on compliance, technical protection, monitoring, and anti-fraud efforts, achieving no data breach incidents throughout the year [8] - The company has received multiple industry certifications, including a one-star Personal Information Protection Impact Assessment (PIA) and a Data Security Management Capability Certification (DSMC) [8] Group 4: AI Empowerment - Weixin Jinke is leveraging AI to enhance service efficiency and warmth, introducing features like intelligent voice navigation and service progress tracking, achieving a 92% accuracy rate in customer demand recognition and a 25% increase in issue resolution within 24 hours [9] Group 5: Knowledge Dissemination - The company is committed to enhancing consumer self-protection capabilities through knowledge-sharing initiatives, conducting four consumer rights protection knowledge dissemination events reaching 600 participants and publishing nearly 200 educational articles [11] - The "Weixin People's Daily on Consumer Protection" video series and the consumer protection classroom on the DouDouQian platform have engaged over 90,000 users, contributing to a safer and healthier consumption ecosystem [11] Group 6: Social Responsibility - Weixin Jinke prioritizes consumer rights protection as a core aspect of corporate social responsibility, especially during natural disasters and public emergencies, establishing emergency service mechanisms and compassionate policies for affected users [13] - The company's practices in 2024 demonstrate that true consumer protection innovation requires the organic integration of institutional frameworks, technological defenses, and service warmth [13]
五位一体筑防线，维信金科（豆豆钱母公司）消保工作全景透视