2023 GameChanger Visionary Award Winner: Sendbird
We are excited to announce that Sendbird has been named the winner of the 2023 GameChanger Visionary Award by Gainsight, the platform for Durable Growth™. The GameChanger Awards were announced at Pulse 2023 in San Francisco.
The GameChanger Awards recognize and celebrate customers who leverage Gainsight products to elevate customer success, product experience, and community. A GameChanger is intuitive, always authentic, and never stops challenging the status quo.
GameChanger winners represent some of the biggest names in the SaaS industry who have changed the game of customer success and experience over the past year. Gainsight recognizes leadership in six key categories: The Visionary, The Experience Maker, The Challenger, The Defender, The Dream Team, and The Transformational Leader.
“We are honored to be recognized by Gainsight as a GameChanger Visionary,” said Sendbird co-founder and CEO John S. Kim. “This award underscores the tremendous business value we deliver to our customers by working alongside them and helping them transform how they communicate with their intended audiences.”
The Visionary knows that without a unified view of their customer data, their teams wouldn’t have the full picture of what their customers need to achieve positive outcomes. Visionary leaders and teams have mastered using 360 views, scorecards, and advanced reporting to shift their teams from reactive to proactive. A panel of judges awarded Sendbird the Visionary Award for their successful implementation of a proactive customer experience strategy that has improved customer satisfaction and engagement.
Providing a premier white-glove customer service experience has always been one of Sendbird’s most significant differentiators. By working closely alongside clients, Sendbird ensures that customers are successful throughout their journey from implementation to go-live, as well as everything after and in between.
In 2022, Sendbird evolved their customer success strategy toward a more proactive approach, at scale. The goal was to build on their already strong customer relationships by sharing peer insights and best practices, helping customers grow user engagement, and ultimately drive revenue through improved communication and customer satisfaction.
Sendbird customer success strategy results
“Sendbird really made us feel like we had a partner. A true partner.” -Director of Software Engineering, Providence Health
Through changes like creating a customer advisory board to engage key customers, launching a customer newsletter, and increasing visibility during customer onboarding, Sendbird saw immediate benefits like a 5% increase in CSAT and a steady customer renewal rate. By the end of 2022, over 80% of Sendbird’s ARR was covered by a CSP. Customers responded positively to the higher level of engagement — at year’s end, Sendbird’s newsletter open rate boasted a 60% increase from years past.
Sendbird continues to set the bar for premier white glove customer experience, making it the clear choice of Enterprise companies looking to provide the best service possible to their customers.
By proactively understanding each customer’s unique use case and working together to develop a solution, Sendbird continues to help companies like Hinge, Reddit, and Virgin Mobile UAE hit the ground running, maintain an excellent user experience, and focus on what they do best.
For more details about how this works, try Sendbird for free.
Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth through customer-led, product-led, and community-led strategies. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, Concur, and Box use Gainsight at www.gainsight.com.
Sendbird is the most proven conversations platform for mobile apps trusted by industry leaders like Reddit, DoorDash, and Paytm. We allow any company to quickly and easily embed rich chat, voice, and video experiences into its app to build relationships with and between their users. With Sendbird, businesses can improve customer engagement and retention quickly with significantly less development effort or risk than if they were to build and maintain a real-time communication platform themselves.
Sendbird’s global customers include Yahoo! Sports, OLA, Rally Health, Headspace, Teladoc, Accoldate, Carousell, Schibsted, Virgin Mobile UAE, Dream11, Krafton, Nexon, Hinge, ServiceNow, and Kookmin Bank. It is backed by ICONIQ Growth, STEADFAST Capital Ventures, Tiger Global Management, Meritech Capital, Emergence Capital, Shasta Ventures, August Capital, Funders Club, World Innovation Lab, and Y Combinator. Sendbird is headquartered in San Mateo, California. Visit https://sendbird.com for more information.
"We are thrilled to recognize these trailblazing companies and individuals for their amazing contributions to the evolution of customer success," said Nick Mehta, CEO of Gainsight. "These pioneers understand the value of customer success in driving efficient growth and are defining the benchmarks for success in our industry. Congratulations to all of the winners!"