Title: MKO Partner: How two-way Viber conversations improved microcredit communication URL: https://www.infobip.com/customer/mkopartner ## MKO Partner: How two-way Viber conversations improved microcredit communication 30% response rate on Viber 4.9/5 customer satisfaction score on Viber 15% loan application conversion rate ![](https://cdn-web.infobip.com/uploads/2026/07/customer-story-logos-white.png) Share Share to Facebook Share to X (formerly Twitter) Share to LinkedIn CHALLENGE ## The limits of one-way communication MKO Partner has been providing microcredit services across Bosnia and Herzegovina for almost 30 years, financing microentrepreneurs, farmers, housing, and energy-efficiency projects. Its client base sits largely in rural areas and among vulnerable population groups, people who need simple, accessible financial products alongside fast and reliable communication. For years, most client communication happened through SMS. The channel worked well for notifications, and customers appreciated getting quick updates on their mobile devices. Building on that success, the company began looking for ways to broaden its omnichannel approach and create richer two-way conversations. MKO Partner estimates that around 4–5% of clients replied to SMS messages with questions or follow-ups, but those responses could not be tracked or answered within the same channel. As customer expectations evolved, so did the need for more visibility into responses and the ability to engage in real-time dialogue. Customers who needed clarification on loan status, eligibility, or required documents often had to call a branch directly. Without guided support during the application process, incomplete submissions became more common, slowing processing times and increasing manual workload for loan officers. MKO Partner set out to fix this with clear goals: raise response speed, cut the number of inquiries that need an employee, grow the number of completed loan applications, and modernize the overall client experience. SOLUTION ## A chatbot built to answer, guide, and know when to step aside MKO Partner was looking for a more interactive way to communicate with clients while keeping the experience simple to manage and scale over time. Because Viber is already widely used across Bosnia and Herzegovina, it became the natural choice for reaching clients through a familiar channel that supports more interactive communication. MKO Partner introduced a Viber chatbot to simplify how clients access loan information and reduce routine inquiries for employees. Built on our chatbot platform, the solution allows the team to manage and adapt conversations and content more easily as client needs change. Through Viber, clients can explore available loan options, get answers to common questions, and start the application process without needing to call a branch or visit in person. The chatbot also collects basic information and directs clients either to the online application or to a loan officer when additional support is needed. The chatbot is built to automate common inquiries while making it easy for clients to reach a loan officer when needed. It answers questions about products, documentation, and application steps, giving clients faster access to information and reducing repetitive inquiries for employees. When conversations involve personal account information, loan status updates, or more complex requests, clients are transferred to a loan officer for additional support. MKO Partner has already built a strong multichannel foundation. WhatsApp serves as the primary touchpoint for diaspora clients living abroad, where it has become the most natural way to stay connected across borders. For users inside Bosnia and Herzegovina, Viber handles the majority of customer communications, offering the familiarity and reach the local market expects. SMS continues to play an important role for transactional and payment-related notifications, critical messages that require universal reach and guaranteed delivery. Each channel was chosen for what it does best. The natural next step is tying them together into a truly unified omnichannel experience, so customers can move seamlessly between channels without losing context, and MKO Partner can meet every customer on their preferred channel wherever they are. MKO Partner also connects Meta campaigns with a Viber chatbot. Clients who interact with ads are directed to Viber, where they can start the loan inquiry process, receive answers to common questions, and explore loan options through the chatbot. The implementation included customer journey planning, technical integration, testing, and launch support. MKO Partner and Infobip worked closely throughout the process, with Infobip’s CX team supporting chatbot flow optimization and sharing recommendations to help simplify the customer experience. The collaboration helped MKO Partner refine the experience before launching and adapt chatbot flows as client needs evolved. RESULTS ## Higher response rates through two-way communication By adding Viber to their client communication strategy, MKO Partner expanded from reliable one-way notifications into richer, two-way conversations. Customers who received messages on Viber could reply directly and get responses in real time, turning what was once a broadcast channel into an active dialogue. Response rates reached 30%, and teams could finally see and answer customer inquiries within the same platform they used to send messages. The chatbot now generates an estimated 250–300 loan inquiries per month with an average conversion rate of around 15%. By guiding clients through the application process and providing instant answers to common questions, the chatbot helps users complete applications more easily and prepare the necessary documentation before submission. Viber made everyday communication easier for both clients and employees. Clients can now get answers faster through a channel they already use every day, reducing the need to call a branch for basic questions. Loan officers also spend less time handling repetitive inquiries, allowing them to focus more on individual client support and more complex requests. Customer satisfaction scores also improved following the rollout, with an average satisfaction score of 4.9 out of 5 among clients interacting through digital communication channels. Customers particularly value the ease of use and the ability to get information outside working hours. MKO Partner plans to continue expanding its digital communication channels through additional automation, more personalized messaging, and additional chatbot features. The team is also exploring conversational AI and voice-based communication as part of its effort to make interactions feel more natural and help clients access information more easily. COMPANY PROFILE MKO Partner has provided microcredit services across Bosnia and Herzegovina for nearly 30 years, supporting microentrepreneurs, small households, and local communities with accessible financial solutions. The organization focuses particularly on rural areas, vulnerable population groups, and women’s entrepreneurship, helping improve access to financing and economic opportunities across the country. Today, MKO Partner operates through a network of 90 offices and more than 370 employees serving clients throughout Bosnia and Herzegovina.