How Traveloka uses Sendbird to revolutionize customer support

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Customer Information

Customer

Traveloka

Product

Sendbird Chat /

Vertical

Travel and Hospitality

Country

Indonesia

40M

MAU

450%↑

sales during live stream events

50%↑

customer retention

Customer

Traveloka

Product

Sendbird Chat

Vertical

Travel and Hospitality

Country

Indonesia

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.

Adi Alimin
VP of Platform Products

Traveloka

Traveloka is Southeast Asia’s leading travel aggregator. The Indonesian startup serves as a one-stop-shop for all travel, lifestyle, and accommodation needs. Traveloka’s services are available in Asia’s top markets from Indonesia, Singapore, Malaysia to Thailand, Vietnam, the Philippines, as well as Australia. The $3 Billion USD valued company now boasts partnerships with more than 150 airlines, serving over 200,000 routes worldwide, and a network of 800,000+ hotels, villas, and apartments in Southeast Asia.

Business Challenge

Prior to Sendbird, Traveloka faced difficulty providing reliable customer service due to issues with its communication channels. The company utilized third-party solutions such as Zendesk, where chat conversations between customers and customer service agents were unreliable and would often disconnect. This would result in prolonged wait times and an overall less-than-satisfactory user experience. Customers would then have to reinitiate their chats and re-explain their situations due to default timeouts. Ali Alimin, VP of Platform Products, states that Traveloka “needed to start thinking about how [we] could start building better communication channels for customers,” avoiding frustrations brought about by their previous tools.

Why Sendbird

After a lengthy evaluation process and rigorous testing across multiple vendors, Traveloka ultimately chose Sendbird due to use case flexibility and strong customer support from the dedicated Sendbird team. According to Alimin, “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 of the team,” Alimin states 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. Alimin concludes, “when we started working with Sendbird years ago, in the early days, it was only hosted in the States, and we could only communicate with the US team. However, when we asked if we could set up an instance in Asia, Sendbird was very willing and eventually created a dedicated regional team in APAC. This was a great showing of commitment to all clients in Asia.”

Results

With Sendbird, Traveloka seamlessly handled its initial customer care chat use case by integrating with its Salesforce ticketing system, resulting in significantly increased uptime, performance, and overall reliability. Customers no longer face the challenge of disconnected support chats, and the mobile app has seen over 60 million total downloads with over 40 million monthly active users. This equates to a customer retention rate of 50% higher than the travel app industry average.

However, 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 weekly live-streaming sales events with an average of 49,000 weekly viewers. 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 travel giant continues to elevate its product suites and expand on ever-encompassing use cases.

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