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COMMUNICATIONS
3CX Platinum Partner
Comprehensive telecommunications solutions
CHANNELS
About Microfin
Microfin is a credit management company regulated by the Central Bank of Uruguay. It offers cash loans and a credit cards so that its clients can achieve all their goals.
Sobre Microfin
"Our experience with Simpletech has been excellent. They answer super fast, it's implemented fast, and I also highlight that they are always very on call to see how everything is going and how it's working and responding; and for me, that's super valuable".
STEFANIE ALMADA
Customer Service and Sales Team Leader
Challenges & Solutions
CHALLENGE 1
Microfin had advisors/vendors throughout the country, each with a different WhatsApp number.
It was difficult to educate the customer that the use of those numbers was for sales only and not for inquiriesGeneral customer service.
Was impossible to keep control of what information was given to them in case of queries or complaints, and this compromised the good quality of customer support.
CHALLENGE 2:
Customer service advisors also had different WhatsApp numbers, and clients booked all those numbers. This caused the client to make queries to multiple numbers, which made it difficult to follow up and the possibility of gathering information in one place that would allow them to provide better care.
Goals: separate sales from customer service, centralize attention to a single number, and organize information.
Solution: Customer service and sales were centralized through WittySuite, using a single WhatsApp number, ensuring that its specialized customer service agents
Receive inquiries and offer the best solutions based on orderly information, and managing to separate customer service from sales.
"Having a single number facilitated and benefited us at the advertising level, both online and offline, which for us is extremely important".
"Before for customer service, we had the number of the telephone exchange, which was a landline, but obviously the client always prefers to communicate by WhatsApp”.
STEFANIE ALMADA
Customer Service and Sales Team Leader
CHALLENGE 3
There was a time when the number of leads (possible customers) they received from a provider exceeded them, and they did not get to filter the first steps nor to answer in real time those who consulted at the time.
Aim: order and classify the leads that arrived for their correct management.
Solution: WIttySuite was used to 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 arrived before in a disorderly manner.
This allowed them to assign advisors to that tray so that they respond in a timely manner.
CHALLENGE 4
The collection area needed a way to communicate with customers that met certain debt conditions, either massively or individually.
Solution: Through WittySend, HSM (pre-approved WhatsApp messages) are sent for debt cases, whose responses are received in a specific WittyAgent inbox managed by the collection sector.
The solution also allows them to once the person enters the bot, Yeah the system detects that is a certain number of days late, directs it to the collection tray.
What they value the most
about the Solution
"Lo que más valoramos es el orden, le puso seriedad a la experiencia del cliente".
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