Case Study: Midtrans accelerates merchant onboarding with Verloop.io WhatsApp chatbot

Midtrans Leverages WhatsApp Chatbot to Accelerate Merchant Onboarding

Midtrans, a leading Indonesian payment gateway, faced a significant challenge with merchant onboarding. The process suffered from broken communication, with merchants frequently dropping off due to unanswered queries about product details, registration status, and procedure steps. To address this high drop-off rate and guide merchants to completion, Midtrans partnered with Verloop.io to implement a WhatsApp chatbot solution utilizing its FAQ Builder and AI-powered conversational flows.

The solution implemented by Verloop.io provided a personalized, automated guide in Bahasa Indonesia that instantly addressed merchant queries and streamlined the onboarding process. Key features included intelligent workflows, an ID OCR process within the chat, and seamless integration with platforms like Salesforce. This resulted in a successful reduction of the agent support load, faster response times, and, most importantly, a significantly higher rate of completed merchant onboarding for Midtrans.

Midtrans

Felicia Marsella

Process Improvement Manager