Lending Express transforms how SMBs obtain fundingLending Express makes global funding connections on a local level. Plivo helps Lending Express create better customer experience with plug and play browser calls across the globe.
Lending Express’ mission is clear: To transform how small-to-medium businesses (SMBs) obtain funding and improve their capability of being funded. The company was actually born from the founders’ challenges and experiences with financing their own venture.
“When we were running our previous company, we tried to get a business loan to expand our business, improve operations, and hire new employees,” says Eden Amirav, CEO and Co-founder, Lending Express. “We met with a number of banks, received many loan offers, and also tried to apply online for a business loan.”
“We found the process to be difficult, unintuitive, and extremely time-consuming,” he continues.
They say when life gives you lemons, make lemonade. So we decided to enter the market ourselves and fix what was broken.
We aimed to use the experience and technology we had already developed for that venture to make lemonade in the business lending market.”
Now, Lending Express offers a variety of funding opportunities, from business loans to lines of credit, equipment and vehicle financing, merchant cash advances, and more. Using its own proprietary algorithms and LendingScore™ technology, Lending Express quickly makes connections between SMBs and the right lenders, improving funding odds, unlocking better funding opportunities, and providing the optimal funding solution.
Part of the process includes ensuring optimal communications between local agents, business owners, and the lender. That's where Lending Express found the distinct need to leverage their web app to enable high-quality calls between agents and customers around the world.
Creating a better call and customer experience
With more than 120,000 customers around the world and 50-plus lending partners, Lending Express is quickly scaling its business to meet demand. Since most communication between customers and account managers is done through Lending Express’ web app, it was a natural step to implement a calling solution that was also in the browser. By using Plivo’s Browser SDK for the call center, the company is able to not only expedite calls and increase account manager productivity, but also create a great customer experience.
We have a large group of account managers, and we need to handle multiple incoming calls,
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Full Stack Developer
“We’re able to easily traffic the calls and redirect them to an available account manager in the case of a new customer or to an associated account manager if they are an existing customer. It makes the whole process much smoother and more efficient.”
In addition, once the first connection is made between a customer and an agent, the system remembers precisely which account manager last talked to the SMB owner. “Best of all, our account managers can quickly pick up where they last left off to build a strong relationship,” Amirav says. “With Plivo as the solution, we can provide fast, uninterrupted, and stable processes for our customers.”
Call quantity and quality
For almost 5 years, we’ve relied on Plivo for high-quality, global calls with customers, totaling more than 6 million minutes,
“Its reliability and ease-of-use is a boon to our agents, and it helps us reach our goals of fulfilling the lending needs of SMBs,” Amirav says.
While the capacity for a large number of calls each day is very important, the quality of those calls is paramount. However, when calling over WiFi, reliability and voice quality can be challenging. Since Plivo’s Browser SDK uses Opus for audio transmission, Lending Express can better handle fluctuating connectivity, delivering consistent voice quality to customers, no matter their internet connection. Reducing the choppy audio between agents and business owners leads to an uninterrupted calling experience that enables better communication and focus on the actual financial discussion.
With Plivo as the core infrastructure for their calling solution, Lending Express can help SMBs realize their business dreams even sooner.