Automation and Sales Increase with a Transactional Bot on WhatsApp
MultiMoney, formerly Grupo Gente, is a prominent financial institution in Central America, operating in Costa Rica, El Salvador, and Guatemala. It provides loans to its clients based on their economic profile.
The group began operations with S1 in October 2020, and through our platform, manages its digital channels on WhatsApp, Facebook, and Webchat, serving both new and existing clients.
Objective: Scalable Technology and Customized Functionalities
After the pandemic, towards the end of 2021, the company identified the need to be more agile in customer service and specifically in the credit granting process for their prospects. They sought to achieve this goal through the implementation of a bot that could profile customers before they contact an agent.
To this end, S1 developed a regional transactional bot for the MultiMoney brand, operating in three countries across three service channels—WhatsApp, Facebook, and Webchat—automating their service processes to grant personal loans.
As a first step, the bot asks the person to enter their ID to determine if they are a new or existing customer. Based on this information, along with their phone number, email, and authorization for a credit check, the bot can instantly validate whether the person is eligible to receive a loan. If eligible, the bot can grant the loan immediately. This led to a new requirement: a collections bot. This specialist bot continues the process and manages the payment of the loan by customers.
From the regional bot, the customer can choose the payment method through a button menu. At that point, they are directed to the collections specialist bot via a link. From the collections bot, the customer can find out the payment date and amount and has the option to be assisted by an agent to complete the payment. For the customer, the process is transparent, simple, and secure.
Having an additional bot allowed MultiMoney to divide traffic and track the reasons for customer and prospect inquiries. Thanks to Keep Data, a specific report from S1’s Analytics suite, the company can know in detail the conversion rate of those who entered through the regional bot.
Currently, the bot does not operate on Webchat, and WhatsApp has become the most important service channel. Additionally, responding to a need identified by the company, MultiMoney has two FAQ bots in Guatemala and El Salvador.
As an added value, from the S1 platform, the company can create and modify contacts in their CRM (HubSpot) through a specifically developed integration. This is used in all three countries, facilitating the management of their sales and commissions.
Results
Through the implementation of the transactional bot, MultiMoney was able to automate their processes and increase sales. Additionally, they facilitated and improved the customer experience, allowing customers to manage and track their loans through a chat.
Between March 2022 and January 2023, bot transactions increased by 50%, with an average of 68,000 cases managed by the bot monthly.
As of today, MultiMoney has the following services automated through the regional bot:
Customer Identification
Validation to Determine Credit Eligibility
Customer Profiling
Offering a Type of Credit
Indication of Financing Conditions
Pursuing the goal of greater automation, the second phase will involve integrating with Visa’s payment gateway. To complete the process, a personalized link will be generated, containing all the information and the amount to be paid.
20k
+20k cases handled by the bot per month in 2022
100%
100% SLA in 2022 (Service Level Agreement)
