Customer Relations
Customer Services and Feedback Mechanism
Customer Service Hotline
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Customer service hotline
Customer service hotlines are established to provide customers with automated voice and dedicated personnel services. -
Online customer services
Bank SinoPac’s MMA eBanking and mobile banking provides various inquiries and transaction functions as well as online telephone to connect to customer service personnel for services.
Smart Customer Service (AI-based chatbot)
Bank SinoPac and SinoPac Securities leverage the expertise of their customer service teams and utilize natural language processing technology to create the "SinoPac Chatbot-Smart Fun" text-based conversation service. The service provides various financial consultations, business guidance, and product information, enabling customers to enjoy “instantaneous one-click interactive services” anytime and anywhere.
Online Form
Customers may leave messages by completing online forms on the customer service center or customer service website of the subsidiaries, and contact the Company via email.
Physical Channel
The branch network of SinoPac Holdings' subsidiaries
Virtual Channel
- Official websites of SinoPac Holdings and its subsidiaries
- Internet banking, mobile banking, securities’ wealth management websites, and various trading or service platforms operated by subsidiaries
- Social media channels (official LINE accounts, official Facebook pages, and official YouTube channels)
Event and Seminar
Subsidiaries organize wealth management seminars, lectures, or related activities in accordance with business characteristics to engage in two-way interaction with customers and collect their feedback.
Customer Satisfaction Survey
- Subsidiaries conduct satisfaction surveys to collect customer satisfaction levels and feedback after customers experience products or services.
- Bank SinoPac and SinoPac Securities collect and categorize customer suggestions through the VOC (Voice of Customer) management mechanism, which are then evaluated by the responsible units for service improvement and optimization.
Customer Rights Announced
The official websites of SinoPac Holdings and its subsidiaries have Client Data Protection Measures. The websites of Bank and Securities provide "Contracts for Cross-Sale of Products" for related parties to view their rights and interests and seek advice.