Sendbird, a communications platform which powers 4,000 apps and assists 300 million monthly users, has recently launched a new messaging solution known as Sendbird Business Messaging. Equipped with an omnichannel software & API solution, this new platform can effectively serve developers and non-technical teams from various corporations. Sendbird Business Messaging also utilises cost-effective channels to decrease SMS expenses, potentially resulting in a 30% reduction of overall costs for businesses.
There has been a marked trend amongst companies to enhance customer experiences through mass customisation, frequently achieved with AI. Notably, Singapore's Minister of State for Trade and Industry, Low Yen Ling, has been vocal in her encouragement of businesses in Singapore to adopt AI in their marketing and engagement operations. However, just 4% of the nation's small to medium-sized enterprises have implemented AI, primarily deterred by cost factors.
Sendbird Business Messaging is geared towards minimising the volume of messages sent, thereby reducing operational costs and preventing customers from experiencing an overload of messages sent simultaneously across channels. This new offering takes communication between businesses and customers to a new frontier, in the form of a mobile software & API solution. Whether it's informing a patient about a pre-appointment checklist, or notifying a customer about delivery times impacted by traffic or adverse weather conditions, Sendbird is tailored to deliver urgent and essential messages efficiently throughout the user's journey.
The services offered are dynamic, covering a range of communication methods such as SMS, push notifications, WhatsApp, and in-app notifications. The innovative channel sequencing feature prioritises lower-cost, high-performance channels over alternative options, to minimise the number of messages sent and subsequently reduce costs, all the while preventing customers from being inundated with messages sent in an undisciplined manner across channels.
John S. Kim, Sendbird's CEO and co-founder, stated, "With Sendbird Business Messaging, any team can message customers across channels like SMS, WhatsApp, mobile push, or in-app to deliver mission-critical communication. This enhances the customer experience with incredible performance and dramatic cost reduction." The innovation is a solution to the often-challenging endeavour of optimising communication for the best user experience and cost management, striking a balance between these two critical components.
Sendbird Business Messaging is receiving considerable international attention, particularly from fully digital businesses. Companies that incorporate in-app messaging into their communication strategies can dramatically expand their reach, often up to 100% of their customer base. This strategy allows higher delivery rates of more relevant and persistent content, thereby increasing conversions and reducing costs.
Product Manager at Porter, Apurva Shetty, testified to the system's efficacy, stating, "Since deploying [Sendbird Business Messaging], we've experienced a 78% open rate in-app and 30% cost savings overall due to SMS costs cutting with highly effective channels, like in-app. The app integration flexibility that Sendbird provides allowed us to create a dedicated space where users can find critical messages easily and on their own schedule. This less fragmented and intrusive delivery approach improves performance."
In terms of features, Sendbird Business Messaging boasts mobile omnichannel communications, a comprehensive dashboard for all teams, and advanced developer tools. The platform also provides a unified API for SMS, WhatsApp, push, and in-app notifications, empowering developers to create custom workflows with their existing systems. Hence, Sendbird is not just revolutionising the way business teams operate but also simplifying integrations, maintenance, and development for software engineers.