Microfin
Centralized customer service and sales for multiple phone numbers into a single WhatsApp number, offering a better experience to its customers thanks to reduced response time and personalized attention.
1
About Microfin
Microfin is a credit management company regulated by the Central Bank of Uruguay. It offers cash loans and a credit card so that its clients can achieve all their goals.
Customer Service and Sales Team Leader
STEFANIE ALMADA
“Our experience with Simpletech has been excellent. They respond super fast, implementation is fast, and I also highlight that they are always available to see how everything is going and how it is working, how it responds; and for me that is super valuable.”
2
Challenges & Solutions
CHALLENGE 1
Microfin had advisors/salespeople across the country, each with a different number of WhatsApp.
It was difficult to educate the customer that the use of these numbers was for sales only and not for consultations general customer service.
Was impossible to maintain control about what information was given to them in the event of queries or complaints, which compromised the good quality of customer support.
CHALLENGE 2
Customer service advisors also had different WhatsApp numbers, and the clients scheduled all those numbers. This caused the client to make inquiries to multiple numbers, which made it difficult to correctly tracking and the possibility of gather information in one place that would allow them provide better care.
Goals: separate sales from customer service, centralize attention in a single number, and organize the information.
Solution: Attention and sales were centralized through WittySuite, using a single WhatsApp number, ensuring that their specialized customer service agents receive queries and offer the best solutions based on organized information, and managing to separate customer service from sales.
CHALLENGE 3
There was a time when the number of leads (potential clients) they were receiving from a supplier overwhelmed them, and They did not even filter the first steps nor to answer in real time whom they consulted at the time.
Goals: sort and classify the leads that arrive for their correct management.
Solution: was used WIttySuite for organize different trays. One of them was assigned this provider, where the leads already arrive filtered with certain characteristics that indicate that meet the minimum conditions to continue with sales management, knowing that That lead is more qualified than those that reached them before in a disorderly manner.
CHALLENGE 4
The collections area needed a way to communicate with customers who met certain debt conditions, either en masse or individually.
Solution: through WittySend, HSMs (pre-approved messages via WhatsApp) are sent for debt cases, the answers to which are received in a specific inbox. WittyAgent managed by the collections sector.
The solution also allows them to Once the person enters the bot, Yeah the system detects which is a certain number of days late, direct it to the collections tray.
Customer Service and Sales Team Leader
STEFANIE ALMADA
“Simpletech is a very comfortable place to work. Above all, they are highly professional and have a deep understanding of the subject. They make the job much easier. So much so that we continue to look for new ways to boost our growth together.”
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