business communications
Published on : Oct 30, 2024
Sendbird Inc., the AI communications platform trusted by leading apps worldwide, has announced significant data showcasing the rapid adoption of its Business Messaging solution since its launch in April. This omnichannel messaging product has quickly gained traction among customers, allowing teams to send crucial messages efficiently and cost-effectively. With over 5.6 billion messages sent, early customers have reported a remarkable 60% reduction in communication costs.
Meeting Customer Expectations: In today’s digital landscape, 73% of customers expect personalized interactions with brands. To enhance the customer experience and attract new business, organizations must leverage innovative technologies. The Sendbird Business Messaging platform addresses this need by providing a secure and cost-effective means for companies to communicate vital information directly to users, ensuring timely and secure message delivery, even during peak times.
Leadership Insights: "Across industries, security concerns, logistics changes, and the rapid adoption of emerging technologies have made real-time communication within apps critical to maintaining a positive customer experience and ultimately a healthy bottom line," said John Kim, co-founder and CEO of Sendbird. "In just six months, Sendbird Business Messaging has become an essential tool for organizations to maintain direct, secure communication with customers, moving away from disruptive SMS or email channels."
The Customer Experience Challenge: The emphasis on customer experience has never been more crucial. According to the 2024 Forrester Customer Experience Index, only 3% of companies prioritize their customers' needs. Organizations that adopt a customer-centric approach report 41% faster revenue growth, 49% faster profit growth, and 51% better customer retention. Brands must effectively reach customers in a secure and relevant manner while being mindful of operational costs.
Recognizing the shift in consumer engagement from email and SMS to in-app messaging, Sendbird Business Messaging equips teams with efficient mobile customer messaging capabilities. Its user-friendly design and technical flexibility ensure quick implementation and customizability, while the channel sequencing feature minimizes redundant messaging across multiple platforms.
Expert Perspectives: "We have seen time and time again how brands lose sight of the importance of the customer experience," stated Blair Pleasant, president and principal analyst at COMMFusion. "In today's economy, delivering a positive experience directly impacts revenue. Organizations must elevate their digital approach and focus on adopting personalized, two-way communications."
Use Cases of Sendbird Business Messaging: The versatility of Sendbird Business Messaging is evident across various industries, including healthcare, retail, and finance. For instance, a leading home services provider used Sendbird to improve gig-worker communications, resulting in a 70% increase in in-app engagement.
One notable success story involves Maya, the largest fintech ecosystem in the Philippines, which implemented Sendbird Business Messaging to enhance customer experience while reducing costs by 90%.
Testimonial: "Sendbird has taken our customer communications and support to the next level," said Rose Tenedencia, director and head of business operations at Maya. "Partnering with Sendbird has proven to be the right decision for our team, as we needed to replace outdated, insecure, and costly SMS communications. The Sendbird API is incredibly easy to use, and we saw tremendous results almost immediately after implementation. To date, we have improved our unit costs per after-sales ticket by 56%, increased service ticketing usage by 50%, and our live chat for customer support has more than doubled."
With its Business Messaging solution, Sendbird is reshaping customer engagement across industries. The platform not only enhances communication efficiency but also empowers businesses to deliver personalized experiences that drive revenue growth and customer satisfaction.