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Drive growth and reduce costs with omnichannel business messaging

Use Sendbird Desk for free and deliver streamlined, efficient chat support

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Oct 17, 2022 • 3 min read
Sid suri
Sid Suri
SBM blog CTA mobile 1

Drive growth and reduce costs with omnichannel business messaging

SBM blog CTA mobile 1

Drive growth and reduce costs with omnichannel business messaging

We recently released a free trial of Sendbird Desk for in-app chat support. Now you can build a top-quality in-app chat support experience that delivers context-rich, efficient help to your customers as and when they need it.

A best-in-class chat support experience has become a necessary feature of mobile apps. Mobile apps themselves have become the de-facto way we get so much done; in the event of problems, streamlined chat support provides solutions and keeps users engaged. To keep customer satisfaction high and ensure that users receive the help they need at the time they need it, more and more brands are opting to provide a highly personalized and integrated in-app chat support experience. This chat support needs to be deeply integrated with actions, such as purchasing a product or upgrading a service, that users are already taking within the app. This way, the support interaction is delivered where it’s most helpful – at the exact point of need.

At the same time, the front end support experience from leading SaaS support vendors was not designed with mobile users and flexibility in mind. SaaS support front ends are typically limited in customization, hard or impossible to integrate deeply into the mobile app’s screens/workflows, and all look alike, so you’re providing the same experience as your competitor.

Case study Support mobile

Virgin Mobile UAE improved their CSAT with Sendbird Desk.

Sendbird changes that with a headless, API-based approach to the chat experience. Rather than dictate what the brand’s customer support should be like, Sendbird provides all the components of chat that a developer can assemble into the exact experience needed by the brand’s mobile user. Packed with features like private and group channels, read receipts, search, translation, moderation, and offline messaging, customers get all the advantages of a ready-to-go chat support experience, with all the flexibility they need to create the exact support experience, as well as the look and feel they want.

Sendbird’s tools for chat support have been well received and implemented with fantastic results. For example, Virgin Mobile UAE customers were frustrated that if they left a chat idle for too long, perhaps because they were busy with a different task, the chat window would time out. This meant that the users would have to restart the conversation with a new agent, who would likely not have the context of the earlier conversation. Virgin Mobile UAE wanted to move from a start-stop paradigm to a more free flowing conversation where customers felt the chat was always on and could reach out whenever they needed help. In order to achieve such a customized experience, they leveraged Sendbird to build a chat support front end within their mobile app. With Sendbird, Virgin Mobile UAE received a 5/5 CSAT score and a 100% customer satisfaction rating. The cherry on top was that chat support was built in just 2 weeks! In addition to companies serving the telecommunications space, we have also helped other industries like healthcare, marketplaces, and on-demand services to implement chat support.

Blog Sendbird chat support
A sample customer frontend of Sendbird’s chat support solution.

Sendbird’s chat support solution can be integrated into any popular ticketing back end like Salesforce Service Cloud or Zendesk so that agents don’t have to spend time learning a new tool. Alternatively, customers looking for a complete single vendor solution can use Sendbird Desk, a top-notch chat agent interface which comes pre-integrated with Sendbird Chat.

You can start building immediately with a free trial of Sendbird Desk for in-app chat support. Sign up to start developing with it today; no credit card or commitment required!

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