Case Study: Traveloka achieves higher customer retention and revenue with Sendbird

How Traveloka uses Sendbird to revolutionize customer support

Traveloka, Southeast Asia’s leading travel platform, needed a more seamless and reliable way to connect service agents with customers across its support channels. To improve customer satisfaction and streamline communications, Traveloka chose Sendbird Chat after evaluating several options and considering an in-house build.

With Sendbird’s SDK, Traveloka integrated customer care chat with its ticketing system and expanded into new use cases like one-on-one chat with operators and drivers, telehealth consultations, and live-stream sales events. Sendbird helped improve uptime, performance, and reliability, increased customer retention by 30%, and contributed to a 450% increase in hotel vouchers sold during live-streaming events.

Traveloka

Adi Alimin

VP Platform Products