Sendbird takes flight with in-app messaging in a mobile-centric world

In a world plagued by scams and hackers, trust and authenticity seem to be lacking. Sendbird Inc.a conversation platform for mobile apps, intends to change that.

From the company assignment is to build trusted conversations in a digital world, and it uses an integrated messaging platform to connect doctors and patients in virtual clinics or securely connect sellers to buyers for digital sales via a mobile interface.

“More and more businesses are going mobile first,” said Jean-Kim (pictured), co-founder and CEO of Sendbird. “By focusing on mobile-based experiences, conversations have truly become one of the most effective and efficient ways to build relationships between users, as well as the relationship with brands.”

Kim spoke to industry analyst theCUBE Lisa Martin before June 16 AWS Startup Showcase Event “MarTech Emerging Cloud-Scale Customer Experiences”, an exclusive broadcast on theCUBE, SiliconANGLE Media’s live streaming studio. They discussed how Sendbird’s in-app messaging solution drives user engagement and drives business through voice, video and chat. (*Disclosure below.)

Modernize the message

Sendbird didn’t start out as an email platform. The company was originally founded in 2013 to create communities in the social media space. But as apps began to dominate the corporate world, the founders of Sendbird saw an opportunity to modernize the messaging experience.

“We first started as a consumer product creating social networks for moms,” Kim said. “Around 2015, when the world was moving towards messaging, we saw this as an opportunity to build messaging functionality for our own application. There really weren’t any modern SDK products or APIs that could enable a modern messaging experience.”

Sendbird’s in-app messaging solution is designed to improve the impersonal email and SMS experience and control the identity risks associated with communicating via legacy SMS platforms.

“Every time someone sends you a message, you know that the sender and receiver are already authenticated, so those users are secure from the start,” Kim explained.

Avoid scams

The Federal Trade Commission reported earlier this year that consumers lost $770 million in 2021 due to social media-initiated fraud, with the highest number of cases attributed to online shopping scams. These are often triggered by messages that entice an unsuspecting consumer into participating in a fraudulent scheme.

“There’s something that makes you call a number or go to a certain link,” Kim noted. “You have to figure out if it’s a message that’s really that brand or someone else claiming to be that brand, and the onus is on the customer. Eventually, someone will get screwed with these messages.

Sendbird’s in-app messaging approach has proven itself as large enterprises adopt its solution. The Reddit community forum is one of Sendbird’s first customers and uses the company’s technology as Main Chat APIaccording to Kim.

South Korean video game maker Krafton Inc. also uses Sendbird for its chat interface. Krafton wanted to offer an in-game chat allowing players to socialize in a virtual lobby while waiting for the competition to begin.

“Krafton is probably one of the largest and most successful game companies today,” Kim said. “They were able to increase their users’ engagement and overall in-game session time by incorporating messages that nurture the online community.”

Improve food delivery

One of the most compelling use cases is for food delivery service DoorDash Inc. Although smartphones provide messaging capabilities, DoorDash found that build your own chat client would facilitate better communication between drivers and users while guaranteeing confidentiality. The tool also created a helpful log that made it easier for DoorDash to troubleshoot customer support issues, resulting in fewer failed deliveries.

“With in-app messaging, businesses can control the user experience,” Kim said. “As a user, what is the best experience you want to have with brands? This is usually through mobile apps.

send a bird officially launched its in-app messaging technology on AWS Marketplace in April. It currently supports more than 250 million active users and 5 billion messages per month while leveraging a global cloud system that spans nine AWS Regions.

“Scalability was a key aspect,” Kim said. “That’s how we were able to gain customers like Reddit and DoorDash. Our customers and your customers can fall asleep at night without having to worry about whether it will work or not.

Here is the full video interview:

(* Disclosure: Sendbird Inc. sponsored this segment of theCUBE. Neither Sendbird nor other sponsors have editorial control over the content of theCUBE or SiliconANGLE.)

Photo: SiliconANGLE

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Jennifer C. Burleigh