Case Study: Glovo decreases support contact rates and improves user experience with Sendbird

Glovo decreases support contact rates and improves user experience worldwide with Sendbird

Glovo, the Spanish quick-commerce and on-demand delivery app founded in Barcelona, needed a better way to enable communication in its platform. Before working with Sendbird, Glovo lacked customer-to-courier chat and was spending too much engineering effort maintaining basic messaging instead of focusing on core product innovation and user experience.

Sendbird implemented customer-courier chat for Glovo in just four months, using its Chat product to support 1:1 messaging and file/image sharing. The results were strong: message delivery increased from under 80% to over 95%, no-response rates dropped by 15%, chat usage rose by 3%, and contact rates decreased by 3%. Sendbird also reduced Glovo’s need to manage multiple providers and helped improve reliability, maintenance, and global scalability.

Glovo

Ruchit Solanki

Director of Product Management