Case Study: Maya boosts customer support and cuts messaging costs with Sendbird

Maya enhances experience with in-app messaging solutions

Maya, the largest fintech ecosystem in the Philippines, needed a more secure, modern, and cost-effective way to communicate with customers. Its heavy reliance on SMS, email, and social media created high costs, slower support resolution, and security and compliance risks. To address this, Maya turned to Sendbird, using Sendbird Business Messaging, Sendbird Chat, and the Salesforce Connector.

Sendbird helped Maya move from SMS to in-app notifications and build an in-app support experience with live chat, AI chatbots, and Salesforce Service Cloud integration. The results included a 94% reduction in per-unit SMS communication costs, a 56% reduction in unit cost per after-sales ticket, and a 58% gain in operational efficiency. Sendbird also enabled faster implementation and a more secure, authenticated customer experience inside the Maya app.

Maya

Rose Tendencia

Head of Business Operations