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[BEFORE/after] "Catch a Loan"

Katerina Vinohodova
Usedesk co-founder
About company
Industry
Online Loans
Customers
Borrowers call with questions about the loan application status, debt, payment methods and ask for references
24/7
Customer Service
10
People in the support team
"We've put our mail-in order. Now we can see every status and understand if we helped or didn't help a person. We didn't have that before. The next step is to automate and speed up the first response time with the service. If we answer clients slowly, clients may go to a competitor. And that's direct losses," - Dmitriy Ivanenkov, CEO
Before Usedesk
Customer inquiries were handled in the mail and encountered three problems:

1. Clients often wrote several times. Because you could not see the appeals history, the client had to ask additional questions to find the last appeal. This annoyed customers and was time-consuming.


2. Support referred the client's question to another department verbally or with notes on stickers. As a result, it was impossible to track further actions - whether the client was answered or not. It was unclear who was responsible at what stage. As a result, the solution to issues was delayed.


3. The manager did not have any accountability and control over the work of employees.

With Usedesk
1. Usedesk now shows the entire history: when the client contacted, who talked to him. Repeated appeals are merged, and no time is wasted on them.


2. Besides support, there are several departments in Usedesk: lawyer, collector, credit expert. When support receives an email with questions for the lawyer or collector, the support staff reassigns the problem with one button and puts the desired status. Colleagues add comments on what they did on each question. The decision chain is now transparent, and interaction between departments is under control.


3. The manager knows exactly how many appeals have been processed and for how long. And the employees like most of all to open the satisfaction report: there are 90% of excellent marks and comments with gratitude for quick answers :)
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