Stream Case Studies Tabby Enhances Mobile User Experience with Stream Chat Integration

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	Tabby Enhances Mobile User Experience with Stream Chat Integration Stream

Tabby Enhances Mobile User Experience with Stream Chat Integration

Stream

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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 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.

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.

Impact #1	The integration of Stream Chat into Tabby's mobile platform has led to a more efficient and user-friendly customer support system. The ready-made chat API has allowed the engineering team to focus on developing the core competencies of the app. The flexibility of Stream Chat has enabled Tabby to customize the chat feature to meet its specific needs. The positive feedback from the design team on the UI kit indicates an improved aesthetic and user interface. Looking forward, Tabby plans to leverage the custom message feature to create a customer service chatbot flow for desktop users in 2023.

Impact #1

The integration of Stream Chat into Tabby's mobile platform has led to a more efficient and user-friendly customer support system. The ready-made chat API has allowed the engineering team to focus on developing the core competencies of the app. The flexibility of Stream Chat has enabled Tabby to customize the chat feature to meet its specific needs. The positive feedback from the design team on the UI kit indicates an improved aesthetic and user interface. Looking forward, Tabby plans to leverage the custom message feature to create a customer service chatbot flow for desktop users in 2023.

Benefit #1	Nearly 70% of all support tickets are from mobile users, indicating a significant improvement in mobile user support.
Benefit #2	The integration of Stream Chat allows for faster issue resolution, although specific time improvements are not mentioned.
Benefit #3	The use of Stream Chat's UI kit by the design team for creating a custom look for the chat.

Benefit #1

Nearly 70% of all support tickets are from mobile users, indicating a significant improvement in mobile user support.

Benefit #2

The integration of Stream Chat allows for faster issue resolution, although specific time improvements are not mentioned.

Benefit #3

The use of Stream Chat's UI kit by the design team for creating a custom look for the chat.

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Overview

Tabby Enhances Mobile User Experience with Stream Chat Integration

Operational Impact

Quantitative Benefit