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Tabby Enhances Mobile User Experience with Stream Chat Integration
Technology Category
- Networks & Connectivity - NFC
- Robots - Wheeled Robots
Applicable Industries
- Retail
- Telecommunications
Applicable Functions
- Procurement
- Product Research & Development
Use Cases
- Tamper Detection
- Time Sensitive Networking
Services
- System Integration
- Testing & Certification
The Challenge
Tabby, a flexible payment method provider, was facing a challenge with its mobile user experience (UX). The company relied on Zendesk Forms for customer support, but the mobile UX was inefficient and clunky, leading to lower user satisfaction and longer resolution times. The existing customer support ticketing system was not meeting the team's expectations. With nearly 70% of all support tickets originating from mobile users, the need for an improved solution was urgent. The company was looking for a way to connect users to agents quicker and resolve issues faster without having to replace Zendesk entirely.
About The Customer
Tabby is a flexible payment method that allows users to split the total cost of their purchases into four interest-free payments, whether they're shopping online or in-store. This reduces the upfront purchase cost by dividing it into installments. Tabby prioritizes its users and considers the in-app experience at every step. The company is always looking for ways to improve user satisfaction and grow its user base. With a significant portion of support tickets originating from mobile users, Tabby recognized the need to enhance its mobile customer support system.
The Solution
Tabby decided to integrate a chat API into its mobile platform to enhance the customer support system. The team believed that a ready-made chat API would address the mobile UX issues and allow engineers to focus on developing the core competencies of the app. After considering building an in-house chat solution, they decided against it due to the risk of using developer bandwidth on an untested feature. Tabby chose Stream Chat for its rich feature list, reliability, and hyper flexibility. The company was able to customize Stream Chat to meet its specific customer support use case and unique needs. The team built a prototype with Stream Chat for Android and iOS to test the product and finalize backend development plans.
Operational Impact
Quantitative Benefit
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