Case Study: Pet Media Group boosts NPS and lowers chat latency with Stream Chat

Pet Media Group Increases NPS Score by 8% After Migrating from Sendbird to Stream

Pet Media Group, a leading pet adoption marketplace operator, needed to replace Sendbird’s chat experience because of high latency, server-location issues, and limited support for customization. The team wanted a more flexible real-time messaging platform that could better serve its 250K monthly active users across multiple markets.

PMG migrated to Stream Chat, using Stream’s global edge network, flexible SDKs, migration support, and enterprise customer service to modernize its in-app messaging experience. After just one month, Stream helped PMG reduce latency and improve message performance, while NPS increased by 8% overall, from 72% to 80%, and the company gained a stronger foundation for future video, audio, and moderation features.

Pet Media Group

Zoran Marjanovic

Engineering Manager