Miso case study
Miso boosts home service reliability and customer satisfaction with a streamlined omnichannel messaging experience
Miso uses in-app chat and notifications to connect customers with home service providers
Miso is a comprehensive platform designed to connect customers needing home services to a network of qualified and trustworthy providers. The platform is an on-demand marketplace that facilitates easy access to various home services and ensures that every service meets high quality and customer satisfaction standards. This commitment has positioned Miso as a go-to solution for routine housekeeping and more complex moving services.
The challenge: Building a unified business notification system for various mobile channels
The Miso team faced several challenges communicating effectively with their two main user groups: customers and service providers (partners). The nature of their service required transactional, operational, and marketing messages for each group, often necessitating a mix of two-way and one-way communications through various channels such as push notifications, in-app messages, SMS, and external messaging platforms like Kakao Alert.
A critical challenge was ensuring the timely and effective delivery of critical business messages, particularly around schedule changes and confirmations, which are crucial for maintaining service quality and reliability. Additionally, Miso's reliance on external communication channels led to difficulties in message prioritization, grouping, and ensuring that users did not miss out on essential information.
The solution: Miso integrates Sendbird Business Messaging to improve message open rates, and costs
Miso's partnership with Sendbird emerged from the need to streamline its communication processes and improve the user experience. Sendbird's Business Messaging platform offered a comprehensive solution that addressed Miso's challenges by providing:
A notification center integrated into the application to ensure users can access missed notifications anytime.
Support for omnichannel business messaging, including mobile push, In-app, and SMS or Kakao Alert as fallback options to ensure no message goes unnoticed.
Channel timing and sequencing to minimize delivery cost and maximize open-rates.
The decision to integrate Sendbird Business Messaging was driven by the need for a more efficient, scalable, and user-friendly notification system. The implementation focused on improving the customer experience by making notifications more visible and accessible within the app, thus reducing the reliance on less efficient external channels.
Results: Sendbird Business Messaging improves the user experience, engagement, and efficiency
The adoption of Sendbird Business Messaging brought several key benefits to Miso, including:
Improved customer experience: Users now have a centralized location to access all business messages, reducing the likelihood of missing important information.
Enhanced efficiency and cost-effectiveness: The channel sequencing feature allows Miso to optimize various communication channels like push notifications, in-app notifications, SMS, and Kakao, leading to significant cost savings.
Increased partner engagement: By centralizing notifications within the Miso app, partners are encouraged to use the platform more frequently, which increases job acceptances and service provisions.
Sendbird Business Messaging's developer-friendly nature greatly simplified integration for Miso's team, accelerating deployment and ensuring smooth integration with Miso's infrastructure. This ease of use allowed Miso's developers to tailor the messaging solutions to their specific service needs, boosting platform efficiency and user experience. The scalable nature of Sendbird Business Messaging ensures it can grow with Miso's expanding needs, promising ongoing innovation and service improvements that contribute to a continually evolving and engaging user experience.
Miso knows that improving communication and the user experience will lead to higher app engagement, retention, and satisfaction. Effectively managing and prioritizing business messages will streamline operations and enhance service quality provided to customers and partners.
Summary: Streamlined omnichannel messaging improves customer and partner experience
Miso's strategic partnership with Sendbird and the implementation of Sendbird Chat and Sendbird Business Messaging have marked a significant step in overcoming Miso's communication hurdles. This collaboration has significantly elevated the efficiency and impact of Miso's service delivery, paving the way for sustained enhancements in customer and partner experiences. This initiative streamlines communication across multiple channels and lays the groundwork for ongoing advancements in service quality and stakeholder satisfaction.