Traveloka Case Study

Traveloka

Traveloka is Southeast Asia’s leading travel platform, providing consumers access to discover and purchase a wide range of travel, local services, and financial services products. Traveloka operates in six markets across Southeast Asia, namely Indonesia, Singapore, Malaysia, Thailand, Vietnam, and the Philippines. With the aim of the company’s commitment to fulfill consumers’ travel aspirations, Traveloka has now boasted partnerships with more than 200 airlines and a network of approximately 1.8 million hotels, villas, and apartments.

Business Challenge

As a technology company, Traveloka has always focused on consumers through the use of tech-driven innovation. In regards to supporting users, this meant ensuring that conversations between service agents and customers were easily connected and reliable. The team understood that their support chat could be even further enhanced to increase customer satisfaction. With this north star in mind, Traveloka’s Platform Products Team states that the business “needed to start thinking about seamless communications channels for consumers.”

Why Sendbird

After a thorough evaluation process and careful testing and benchmarking, Traveloka chose Sendbird due to its use case flexibility and strong customer support from the dedicated Sendbird team. Based on Traveloka’s experience, the chat built on Sendbird's SDK has become the most popular communication channel among all options available to Traveloka users, including SMS, email, Facebook, or Twitter.

While the Traveloka team did consider building their own solution internally, due to Sendbird's technical capability, amount of documentation provided, and professionalism, Traveloka decided that Sendbird was the best solution for the company's needs and would help elevate Traveloka's user experience to the standard they have always sought.

Results

With Sendbird, Traveloka seamlessly handled its initial customer care chat use case by integrating with its other vendor's ticketing system, resulting in significantly increased uptime, performance, overall reliability, and an improved customer retention rate of 30%. Today, more than 55 million monthly active users enjoy integrated customer services and no longer face the challenge of disconnected support chats.

In addition, as the company expanded, it required more feature-rich solutions and explored new use cases with Sendbird's wide availability of features. Traveloka has since expanded the use of Sendbird's SDK to include one-on-one chat between customers and villa/guesthouse operators, airport pickup drivers, and telehealth consultations between doctors and patients. The COVID-19 pandemic also led to the introduction of live-stream chat, where Traveloka conducts two to three live-streaming sales events per week. This has resulted in a 450% increase in hotel vouchers sold with open channels during live-streaming events.

With Traveloka's almost half-decade partnership with Sendbird, the Southeast Asian leading travel platform continues to elevate its product suites and expand on ever-encompassing use cases.