Case Study: SSG reduces support inquiries and boosts chat engagement with Sendbird

SSG handles 25% of email and call inquiries with Sendbird in-app chat

Shinsegae (SSG), South Korea’s largest and oldest luxury retailer, wanted to improve communication across its online marketplace app by enabling user-to-user chat, buyer-to-seller chat, and customer service support. To deliver a better customer experience and close the gap between purchase intent and transaction, SSG turned to Sendbird and its in-app messaging capabilities for SSG Talk.

With Sendbird, SSG launched a CS chatbot and chat-based support experience that felt familiar to users of consumer messengers like KakaoTalk and WhatsApp. The result was a 10% to 25% reduction in email and call inquiries, while improving engagement through a more convenient, real-time communication channel.

SSG

Young Duck Park

Project Manager for the Platform Planning Team