About the company
MyCredit is an online lending platform, ranking among the top-3 Ukraine’s leading FinTech and e-commerce institutions.
Founded in 2016, the company has already won a whole bunch of the industry's most prestigious awards. Its revenue for 2020 amounted to more than 1.7 billion hryvnias, and the number of unique customers currently exceeds 500,000.
We have enjoyed a strong and positive partnership with MyCredit for over 2.5 years, and during this time we have met all sorts of challenges together, ranging from notifying customers about outstanding debt to running promotions and CSAT surveys.
But today the company keeps discovering Eve’s capabilities in assisting customers at every step of their journey.
Problem
The company launched an advantageous additional borrowing program. When applying for a microloan, a client may not know for sure how much money they’ll need. Additional borrowing provides an opportunity to borrow extra funds on top of the existing loan within their lending limits.
However, MyCredit saw that many customers were still unaware of this option or did not fully get how it worked. Thus, it was necessary to get them up to date with the offer, meaning a huge customer base had to be contacted.
Solution
In our custom-designed conversation scenario Eve was giving clients some key info about the service and explaining how they could apply for it.
In this case, we focused on delivering a short, clear, and to-the-point message. This is what came of it:
Eve: Good afternoon!
Customer: Hi!
E: This is MyCredit. You recently got a loan at our company. Here's some great news: you can now take advantage of our special offer enabling you to get an additional loan as well. Are you interested in applying?
C: Oh, it’s when I get more money while keeping the same repayment period, right?
E: Additional borrowing means getting additional funds from the amount available within your credit limit. If you have additional questions, please contact our support service. We would be happy to answer your questions. Have a nice day!
And here is another example:
Eve: Good afternoon!
Customer: Hi!
E: Welcome to MyCredit. You recently got a loan from our company. Here's some great news: you can now take advantage of our special offer enabling you to get an additional loan as well . Tell me please, are you interested in this opportunity?
C: And the opportunity is?
E: You can check out the amount available in your personal account and get extra funds at the rate set by your contract. Have a nice day!
Results
MyCredit has been using Eve to inform customers about additional borrowing for a year now. Here are some figures for the period:
- 275 call campaigns
- 100,000 calls
- 64,000 conversations
- more than 30% of conversations lasting for over 20 seconds
Our cooperation continues!
MyCredit keeps leveraging our advanced AI voice assistant for its day-to-day business communications. Now this includes upselling, which is a powerful tool for increasing CLV and customer retention.
By the end of April 2022, Eve had made almost 1 million calls for the company, and that number is growing rapidly. We are fully convinced that this is just the beginning, as Eve can further creae additional revenue and foster customer trust and loyalty.