Moneyveo* is a company that, more than 4 years ago was the first in Ukraine, which began issuing instant online loans to the public. It is confident that the client-orientation and active use of new technologies helps to maintain its leadership position. The main task of the company is to provide financial assistance in the presence of only access to the Internet and personal data of the client. That allowed to quickly make payments to bank cards of its consumers.
Yulia Nazarenko, head of customer support at the Moneyveo, talked about how important it is today to be at arm’s length to his client. Properly organized communication process allows to increase the level of customer service.
We were able to organize alternative communication channels through the currently popular messengers among the Ukrainian population: Viber, Facebook and Telegrams, using the Nova.Chats technology and with the help of NOVA IT team specialists. Online communications allowed us to transfer about 70% of our clients to self-service. Which reduced the cost of maintaining a call center and brought economic benefits for the company as a whole. To date, only about 30% of customers using chat require operator assistance.
*Information about Moneyveo:
Moneyveo is one of the most popular fast loan services online in Ukraine. Moneyveo is a service thanks to which Ukrainians solve their financial issues “here and now”. Our task is to provide quick financial assistance without personal visits to offices and long waits. Moneyveo is the company number 1 of non-bank lending online (* according to the Ukrainian E-Commerce Expert study). As of September 2018, more than 430,000 Ukrainians regularly use our services. We issued about 4.5 billion UAH.