apidays LIVE Jakarta - Product planning in uncertain times by Shailesh Nalawadi, Sendbird

Product Planning
in Uncertain Times
Shailesh Nalawadi, Head of Product

Table of
contents
1 Mission and problem we’re solving
2 Current landscape and challenges
3 The Opportunity for Sendbird
4 Fluidity in planning and building resiliency

Mission and
problem
we’re solving
1

Sendbird’s mission is
to build connections
in a digital world.
● We build connections with and between your users
through rich in-app chat, voice, and video
interactions, and an on-demand support system on
top of our platform.
● Our platform is available as a service with APIs that
save you development time, risk, and money.
● You get fast time-to-market for the experience you
want to build and better business outcomes for
your key workﬂows
© 2020 Sendbird, Inc 04

Current
Landscape and
Challenges
2

● More transactions, reduced cancellations, higher
engagement, and increased loyalty - all start with
creating connections with your customers.
● Video is increasingly becoming a must have
experience.
To increase user
engagement, every
business
needs to connect their
customers digitally

But COVID-19 created
opportunities
● Users have real-time expectations online. Five
billion people now use a messaging app on a
monthly basis to communicate.

The Opportunity
for Sendbird
3

Promote thoughtful connections
during unsettling times.
Increase engagement in a manner
that is consistent with your brand.
Increase customer loyalty and
quality of conversations
Sendbird helps its
customers by
capitalizing on
these trends
Provide more insights and behavioural
data to improve quality of
conversations

But we know that building
conversational experiences is still hard
High expectations set by
leading messaging apps
Scale reliably and securely
across the world
Cross platform that works
across chat, voice, and video

Strategies to optimize customer/user/buyer
journey
Increase customer loyalty and quality of
conversations
Provide more insights and behavioural data to
improve quality of conversations
The changes...

So here are the features we released
Super Groups Moderation UI Kit

Code Cafe
● Session 1: 9 Mar, 10am-11am GMT
● Session 2: 16 Mar, 11am-12pm PDT
● Session 3: 30 Mar, 2pm-3pm SGT
Register Here

Fluidity in
planning and
building resiliency
4

Considerations
Customer experience and
journey
￭ Flexibility in UI/UX tools
￭ Ease of use
￭ Intuitive, rich and ﬂexible
features
Support for growth
￭ Performance
￭ Scalability
￭ Customizability
Management tools and
metrics
￭ Flexibility in UI/UX tools
￭ Ease of use
￭ Intuitive, rich and ﬂexible
features
Time to market
￭ Build vs Buy

Serverless
Sendbird cloud engineered for scale
Build chat only with SDK
Uniform Database
All user data from interactions on multiple use cases on a single, consistent and uniform data format
Data Export
Data Export via API or Dashboard
Webhook
Receive all events in real-time
Message Retrieval
Retrieve historic messages via API
Back-end (Sendbird) Data - Gather data-drive Insights for your Business
Secure and Compliant Messaging
Full User
Lifecycle
Connected &
Interactive
Mobile First
Solutions
Customised Product
Service Offers
Market
UI/UX User-User Communities Announcement C / S Live Stream Voice / Video
1:1 chat
Group Chat
Community
Live stream
VoIP Voice
VoIP Video
Ticketing Dashboard
C/S Agent to User
iFrame to integrate native CRM
Social media integration
Voice / Video SDK / API
Chat SDK / API C/S SDK / API
In-app Chat
use cases
Activity
Retention
Calls
Front-end

Our customers are
building the future
of user engagement

We want to bring
that future to every
app developers’
hands.

Instruction
1. Typeface 2. Core Colors 4. How to use it
#742DDD #F3F3F3
#000000
#DBD1FF
#A5D9A8 #A1BFF9 #FCC47C
#FFFFFF
#D9D9D9
3. Accent color
Bold 24px
Medium 12px
Medium 9px
Montserrat
Bold 14px
#FAB4C6
#C2A9FA
Title
Subtitle
Body
Caption

Device / Mobile
Image 1. Click the object
2. Replace image
3. Upload
Image
How to use it

Device / Laptop
1. Click the object
2. Replace image
3. Upload
How to use it
Image

Presentation title
here - Deck
template v3.0
Your name

Device / Pad
1. Click the object
2. Replace image
3. Upload
How to use it
Image

Section title
Section title
Section title
Section title
1
2
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4

Click to add title
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Subtitle:
￭ First level
◆ Second level A
● Third level A-1
● Third level A-2
◆ Second level B
● Third level B-1
● Third level B-2

Click to add title
Subtitle
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adipiscing elit, sed do eiusmod tempor
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￭ First level
◆ Second level A
● Third level A-1
● Third level A-2
◆ Second level B
● Third level B-1
● Third level B-2

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Company A Company B Sendbird
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2016 2017 2018 2019 2020
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Rate Rate Rate Rate Rate Rate
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Company A 00% 00% 00% 00% 00% 00%
Company B
Company C
Company D
Company E
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Q&A
*Private and Conﬁdential

email@sendbird.com
400 1st Ave, San Mateo, CA 94401

Resources
Sendbird logo: Sendbird Wiki > Design > Brand Assets > Logos
Customer logo: Shared drive > Design > Brand > Resources > Customer logos

apidays LIVE Jakarta - Product planning in uncertain times by Shailesh Nalawadi, Sendbird

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