Case Study: Paytm creates a social payment experience with Sendbird

Paytm creates a social payment experience with Sendbird

Paytm, India’s leading financial services company, wanted to make transaction history more engaging by adding in-app chat that could show identity, context, and distribution around payments. As a fintech platform with multiple complex backends and strict compliance requirements, Paytm needed a messaging solution that could support a high-quality chat experience without the burden of building it in-house.

Using Sendbird’s Chat API, Paytm launched a chat-powered payments experience inside its app, creating reusable messaging “walled gardens” across business units and linking conversations directly to payment details. With Sendbird, Paytm has supported more than 333 million users and sent over 1 billion messages, while more than 85% of customers reported satisfaction with the new chat functionality and speed.

Paytm

Abhishek Madan

Head of Product