CXOToday has engaged in an exclusive interview with Shailesh Nalawadi – Head of Product, Sendbird
Overview of Sendbird’s services and operations.
Headquartered in California, Sendbird’s communications API platform powers over 7 Billion digital messages and interactions every month across over 4000 web and mobile applications. Industry leaders like Paytm, Dream11, and Porter choose to build chat, voice, video, livestream, and notifications with Sendbird APIs to create a differentiated mobile experience that improves customer retention, conversion, and satisfaction.
Sendbird offers UIKits, SDKs, platform APIs and thorough documentation for 11+ developer language platforms, along with custom enterprise solutions for larger businesses. Pricing is flexible, based on monthly active users (MAUs) and feature requirements. It’s an essential platform for businesses seeking to enhance communication and engagement within their digital channels.
In an ever-growing customer landscape, how does omnichannel CX help businesses grow?
Omnichannel CX ensures consumer convenience as well as a consistent brand experience among channels. It also adds a dimension of two-way correspondence or group communications. The aim of an omnichannel communication strategy for businesses is to establish a central hub that houses conversations with their past, current and future customers for the long-term. Multiple studies, including a Harvard Business Review research, state that depending on the sector and industry, the cost of customer acquisition is 5x to 25x higher than customer retention. Omnichannel communication helps bridge this gap, going beyond acquisition to drive adoption, usage, engagement, retention, and referral (upsells) to seamlessly manage all the touchpoints of the user’s journey.
As a platform, how has Sendbird integrated generative AI?
Sendbird recently launched a new low-code API to integrate chatbots powered by OpenAI’s ChatGPT 4. This powerful tool empowers web and mobile chat app developers as well as product managers to effortlessly harness generative AI’s creative, self-improving, and lightning-fast capabilities to provide invaluable assistance to users. Sendbird also offers integrations with Google PaLM2 large language model.
What are some of the other tools being used to enhance CX through communications?
Alongside chat, Sendbird also offer tools like in-app notifications, voice and video calls, a mobile-first support solution called Sendbird Desk as well as real-time, interactive live video and chat. We have incorporated new cutting-edge processes like low-code API integration, bot contextualization and no-code dashboards into our offerings in line with our endeavour to empower businesses to create meaningful connections with their consumers.
How is the platform enabling scalability and personalization?
Our focus currently is on training LLM models to equip them to service our clients’ specific needs. This involves training these models on the customer profile details, acquainting them with the different products and services of the business, past customer transactions, orders, customer service interactions as well as tickets raised. LLM models are generalists and training them to be specialists is an enhancement that ensures scalability and personalization, and makes them tailored to suit the diverse needs of our clientele.
Are the solutions / products offered by the platform compliant and does it ensure customer security?
Sendbird delivers a secure messaging API and infrastructure. From TLS encryption and security compliance to our continuous commitment to a secure environment, Sendbird is SOC 2, ISO 27001, HIPAA/HITECH, as well as GDPR compliant. All communication to and from Sendbird servers is encrypted using TLS/SSL with authentication devices for client- and server-side. Further, all files are saved with AES256 encryption in our private cloud with highly restricted access. We also conduct regular third-party penetration testing to proactively ensure security and address potential vulnerabilities.
