Trusted by the CX oriented fintechs

Multinet provides a better CX and customer support to its giant ecosystem with Jetlink Conversational AI

Multinet Up was established as a meal card company in 1999, and today it has turned into a leading fintech group with its technology and start-up investments. To manage the chat conversations and provide a better customer experience to its ecosystem that touches over 200 thousand institutions and 2 million card users, Multinet chose Jetlink as their Converastional AI partner. Here’s how that turned out.
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23 hours

Saved per day on average

1,741,681

Users and counting
 

7x more

Messages after WhatsApp integration

 
About Up Group

Up connects individuals, businesses and regions to develop management, transaction and relationship platforms that contribute to well-being and performance. Up designs integrated solutions (vouchers, cards, mobile applications, web platforms...) for every aspect of people’s daily lives: meals, gifts, culture, leisure, holidays, personal services, training, education, health, social assistance business expenses. Up is an independent international group whose parent company is a cooperative and participatory society: it belongs to its employees. With 3 400 employees and operations in 19 countries, Up is present in the everyday lives of 24.5 million people across the world.

Industry: Fintech

Company size: Enterprise

HQ location: 27-29 Avenue des Louvresses, Gennevilliers, 92230, France
Products & Services used

Chatbot engine

Web messenger

WhatsApp integration

Shortened First Response Time and Time Spent on a Customer Issue with Jetlink Conversational AI

In its ecosystem, Multinet is managing employee-related expenses such as meal card, fuel, flexible fringe benefits, rewarding, car rental, travel and accommodation, and almost all operational expenses of SMEs and micro enterprises that are not dependent on employees, with the advantage of cost and payment thanks to collective purchasing power, It operates in 3 main areas with its virtual payment infrastructure and subsidiaries that provide payment solutions for individuals who do not work with banks.

 

It even took one paragraf to summarize the ecosystem. Now imagine managing this ecosystem whom by the way will have thousands of questions per day which mainly comes from in 3 different fields of your service. This is where we step in to help as Jetlink.

 

Before Multinet started to use Jetlink Conversational AI, the company were providing customer relationship services via phone, e-mail and live agents; which means higher cost and longer first response time. Reaching more than only one customer at a time were only possible with more human force in this manner. Jetlink Conversational AI Platform automates this process and supports with an artificially intelligent bot that can answer thousands of different visitors at the same time

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Number of Conversations Increased X7 Times with the WhatsApp Integration

“Be there where your customers are” is a motto for multichannel Jetlink Conversational AI Platform. Right now, your customers are in WhatsApp according to researchs. Multinet Up is one of the first 10 companies in Turkey who started to use WhatsApp Business.  Hear the results out from Gül Bilgin Mokan, Multinet Up Customer Experience Director

" We announced our WhatsApp line that we manage with Jetlink on our IVR, and the number of conversations, which was 300 per day, increased to 2000 on a day. It made us sure that our customers were already waiting for this while we were thinking whether we should have WhatsApp channel or not. "

 

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Gül Bilgin Mokan 
Customer Experience Director
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Being able to continue a conversation on the next day from where you left of is a better experience than being logged out because of a session timeout. It is better to be stick around on your customers chat screen like their friends. Thanks to Jetlink Conversational AI, Multinet Up is there and won’t need a human resource to wait on the other side of the line for 24/7.

The full interview
Boyalı Siyah Ok

Building Your Own Chatbot By Using Another Tech Company’s Solution

Apart from being a service provider for businesses, Multinet Up is a leading fintech group with its technology and start-up investments; so, they need independency. Jetlink Conversational AI Platform allows you to build your own chatbot without needing someone else’s assistance. Our easy to use platform was one of the main reasons why Multinet Up choose to work with Jetlink. That also what a SaaS actually means, right?

What is next?

Next step is growing this giant ecosystem by leading more customer in. We believe that RoboNet, the AI assitant of Multinet, can handle more than 2 billions members in the Multinet Up ecosystem and can give more personalized answers. The goal is never miss even a single visitor by using proactive messages. We’ll be adapting more intense conversational AI to the bot, more features and webservice integrations coming along for the next chapter of RoboNet.

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More than 200 companies are using Jetlink to automize and get value.

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Customer service solutions tailor-made for enterprise needs

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You are protected from any risk
We own ISO 27001, ISO 9000 certifications, Encrypted database, and disaster recovery plan
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We take good care of your data and your customers’ data
We are GDPR and LGPD compliant. We always provide the possibility for clients and users to know and decide on the handling of their data.
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Growing at your pace
Our solutions are auto-scalable, adapting to the growth of your company without ever compromising quality with 99.0% SLA.
End-To-End solution with professional services
We work with you, from start to...Our Customer Success team will help with your customer relationship strategy and support your department’s operation and progress. Our goal is for you to reach your goals. We provide ongoing managed service to ensure chatbot performance and quallity.
Onpremise & Cloud options
Because of regulations in your sector or company preferences, you may want to keep your data isolated in your company servers. We provide both Onpremise and Cloud options based on your needs.

Ready to see?

Contact us today to learn how Jetlink  can help your brand to deliver meaningful conversational experiences and generate high ROI.
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