Klubi: Transforming the credit experience in Brazil with conversational AI

Consortium loans can be a smart financial move, but the traditional experience often leaves much to be desired. Complex processes, outdated communication methods, and a lack of transparency can make it a daunting experience for many.

Enter Klubi, a leading Brazilian fintech on a mission to transform the consortium market and the way people access credit. We sat down with Carlos Arada, Operations Head at Klubi, to learn more about how they’re changing the game for customers looking for a simpler, more transparent way to engage with credit products.

A new era for consortiums in Brazil

The Brazilian fintech market has matured considerably over the years. While the availability of investment may have slowed recently, the market has become much more sophisticated.

However, the traditional consortium market has long been known for its complicated, friction-filled experiences. Klubi aims to change that by:

• Streamlining the credit process
• Eliminating intermediaries
• Focusing on customer centricity

How? For Klubi, the transformation lies not in the product itself, but in the way it’s sold. Traditional consortiums were sold through intermediaries in a way that generated false expectations.

Klubi wants to change that by taking control of the entire customer journey, ensuring better communication, more transparency, and, ultimately, a more positive experience.

Powering seamless omnichannel communication

Customers today don’t stick to one channel. Carlos emphasized the importance of being able to interact with customers wherever they prefer.

They primarily communicate with customers through the WhatsApp Business Platform, which is incredibly popular in Brazil and has become a cornerstone of their interactions.

Their sales journey is designed to be seamless and multi-layered. Carlos described it in three parts:

1. The digital hub: Clients first encounter Klubi through online channels like search engines, social media ads, and partner referrals, landing on their user-friendly website.
2. The conversational layer: This is where the magic happens. Automated communication channels, primarily WhatsApp, take center stage. Personalized messages answer client questions, guide them through the process, and keep them engaged every step of the way.
3. The human touch: While technology streamlines the process, Klubi recognizes the value of human interaction. Experienced sales representatives are available to provide personalized support and address any complex issues that may arise.

However, with rising customer demands, it became clear that a greater mix of channels is needed to work together in an orchestrated manner. By using an omnichannel approach, Klubi ensures they meet customers where they are, creating an efficient and effective communication experience.

Our customer experience platform plays a pivotal role in enabling this seamless omnichannel communication strategy. They’re using:

• SMS for transactional communications, such as two-factor authentication (2FA)
• Email for promotional interactions including re-engagement campaigns for cart abandonment and special offers.

Additionally, they are experimenting with RCS to determine whether it is a suitable channel for their customers’ journeys and when it can be effectively used.

Data-driven decisions for continuous improvement

For most businesses today, measuring success is everything. Without data, it’s impossible to know if your communication efforts are resonating with your audience.

Klubi uses a data-driven approach to assess the effectiveness of their communication strategy. This includes A/B testing different channels and methods to optimize customer engagement.

By constantly testing different approaches and channels, you can refine the customer journey and deliver the best possible experience.

Klubi understands the importance of data-driven decision-making. They heavily rely on data and analytics to understand what’s working and what’s not. This iterative process ensures that Klubi is always adapting and improving its services.

Klubi x Infobip: A partnership for the future

Klubi views our partnership as a strategic advantage that meets the current needs of the fintech market and sets the stage for the future of customer engagement in the industry. Through our partnership, they have transformed their approach to customer engagement, ensuring their customers always have a clear, seamless path to the information and services they need.

“We see ourselves as a vanguard in utilizing Infobip’s solutions. This partnership allows us to stay ahead of the curve and deliver innovative, client-centric experiences,” explained Carlos.

By streamlining communication with digital channels, Klubi has been able to:

Klubi’s story is a great example of how fintech companies can use digital communication tools to enhance customer experience, streamline processes, and drive innovation. Looking forward, Klubi sees our partnership growing even stronger.

As they continue to scale, together, we are excited to explore even more innovative ways to continue enhancing customer engagement and driving more success.

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