How tech unicorn automatically resolves 90% of customer inquiries in Telegram.
Uzum Group is a leading digital ecosystem in Uzbekistan. Founded in 2022, the company started as Uzum Marketplace, which quickly evolved into a ‘super app’ and became Central Asia's first tech unicorn. Today, Uzum Group is a key player in the region's rapidly developing e-commerce and digital services market.
The ecosystem comprises Uzum Marketplace, which offers a wide range of products; Uzum Avto, the car marketplace; Uzum Bank, the digital banking platform; Uzum Nasiya, the installment service; and Uzum Tezkor, the fast food and grocery delivery service. The company is deeply integrated into Uzbekistan's economic and social life, actively contributing to digitalization, sustainable development, and increasing the population's financial inclusion.
Uzum Group's rapid growth and development of new business directions significantly increased the number of customer inquiries. The speed at which customer inquiries were processed was slowing down, which negatively affected customer satisfaction rate. This was particularly evident on the Uzum Avto platform.
One notable aspect of communication in Uzbekistan is the widespread use of Telegram, while other messengers, such as WhatsApp or Viber, are less popular. Previously, Uzum Avto used a different platform to integrate Telegram with the Bitrix24 CRM system. However, after this platform ceased its support of Bitrix24 integration, the system became unstable.
Customers either received messages with delays or did not receive them at all. Additionally, the company needed a solution that could redistribute conversations among agents, automate routine tasks, and support payments in USD.
After analyzing the market and comparing popular solutions, Uzum chose Umnico for customer support via the messenger for the following reasons:
Uzum Group uses Umnico across multiple business areas. Implementing the platform led to significant positive changes in the company’s operations, particularly within the Uzum Avto division.
Currently, Uzum Group is considering expanding Umnico usage to its other business areas. Among them is Uzum Academy, an educational project that plans to implement Umnico chatbots.
Umnico omnichannel platform enables centralized management of all customer interactions, including those via messengers, social media, live chat, email, and VoIP telephony. By organizing conversations and automating responses, businesses can shorten a sales cycle, increase sales, and give managers full control over employee performance. The platform easily integrates with popular CRM systems and enables to create chatbots powered by GPT-4.
Use Umnico to systematize and automate customer communication in instant messaging apps. A free trial period is available to all new users.
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