Crunchbase, a leading provider of private-company prospecting and research solutions, was facing a challenge with its in-house feed solution. The existing system was only capable of sending daily updates to the platform’s registered users, who follow specific companies and whole markets. This was a disadvantage for salespeople who rely on timely updates for business opportunities. To provide their growing base of business development customers a competitive advantage, Crunchbase required a customizable, low-latency news feed that displayed important updates such as funding announcements, new hires, and IPOs in real-time.

Global Citizen is a community that aims to connect individuals who are passionate about making a significant impact on the world's most pressing issues. The organization's primary focus is to raise awareness and draw attention to social justice, climate change, and the eradication of extreme poverty. Their efforts have been supported by leading political figures, philanthropists, and global organizations. However, Global Citizen's advocacy efforts are not limited to the online sphere. Since 2012, they have successfully organized the Global Citizen Music Festival, bringing together activists and music fans. Despite these efforts, Global Citizen faced challenges in delivering high-quality content and connecting like-minded users in real-time. They needed a solution that could support their active network, where members share their actions to make the world a better place.

Paired, a gamified app designed to help couples connect on a deeper level, faced a challenge in maintaining user engagement. The app's core functionality revolved around daily quizzes and questions that couples completed together. However, feedback from users, particularly those in long-distance relationships, indicated a need for a feature that would allow them to continue these conversations within the app. While some couples were able to continue these discussions outside the app, a significant number expressed a desire for a centralized platform to work on their relationships. Paired's CTO, Diego Lopez, recognized the need for a feature-rich chat solution that would encourage higher engagement among its users.

LINE TAXI, a ride-hailing service, was facing two major challenges. Firstly, delays due to traffic jams and road construction were leading to diminishing trust between drivers and passengers. Riders felt let down as they weren't informed of delays to their journey. Secondly, as LINE TAXI grew in popularity, data privacy became a significant concern. The company wanted to streamline the process of booking a ride and boost engagement between drivers and passengers, but the increasing concern over data privacy was a significant hurdle. The company needed a solution that would not only reignite trust but also increase data privacy.

During the COVID-19 pandemic, Mediclinic faced the challenge of screening every person entering their facilities, as per regulatory requirements. The screening process differed for health care workers, patients, and visitors. The biggest challenge was screening visitors, as it was difficult to communicate with them in advance and implement a solution that would meet regulatory requirements and streamline access into the hospitals. The initial screening was performed manually using paper-based forms, which was a slow process that resulted in bottlenecks at the entrances and required additional staff to monitor. The problem was amplified when more visitors were allowed back into the hospitals, with more than 15,000 people visiting patients and doctors’ consulting rooms a day. It was clear that an electronic solution was required to reduce the administrative process, streamline the access and ensure a safe environment.

Muthoot FinCorp, a leading financial conglomerate in India, was faced with the challenge of increasing digital adoption and engaging with a younger audience. The company, which provides a range of financial services including gold loans, automobile loans, small business loans, and more, embarked on a digital transformation journey to extend its customer reach with an omnichannel approach. However, the majority of their customers belonged to the middle and lower-middle classes and were not digitally savvy. The marketing team also had to deal with multilingual communications due to India’s vast demographics. The shift from traditional touchpoints to digital ones was accelerated by the pandemic. The company needed to be omnipresent on digital channels, reach customers on channels that would make digital adoption easier, and ensure efficient and real-time customer support.

Mutua Madrileña, one of Spain’s largest insurance companies, faced the challenge of reaching its customers who were increasingly present on digital channels. With 74% of its customers using digital platforms, the company wanted to leverage existing channels to support and reach its customers, rather than just building new apps. The COVID-19 pandemic further accelerated this need as more people started using WhatsApp to communicate with friends, family, and brands. The company recognized the need to be present on WhatsApp to enhance conversational commerce and free up existing agents to handle more complex customer service queries.

Petpetgo, a leading pet supplies eCommerce company in Taiwan, was facing challenges in generating new revenue due to the increasing cost of Facebook advertising and limited exposure from dynamic ads. The company was also struggling with low return on advertising spend (ROAS) due to the rising purchase price of marketing content. Additionally, Petpetgo's mass emailing strategy lacked a proper content strategy and user engagement tracking capabilities, resulting in low open rates. The company recognized the need for a solution that would help them understand their customers better, set up targeted personalized campaigns, and gain real-time insights to optimize campaigns and messaging in response to shifts in consumer behavior and trends.

Primer Group, a conglomerate with a diverse portfolio of lifestyle, travel, fashion, and wellness brands, faced the challenge of transitioning to eCommerce amidst the surge of online shopping platforms like Lazada and Shopee. The company struggled with how to communicate to their offline customers about their online stores and how to engage with them continuously once they were online. Operating 400 stores and offering 150 monobrands, Primer was overwhelmed with a wealth of data and lacked the analytical tools to maximize and check the value of their massive database beyond campaign revenue. The closure of their brick-and-mortar Bratpack stores due to pandemic measures further necessitated the need to move their CRM online and convert their loyal customers into eCommerce shoppers.

Salmoiraghi & Viganò, a leading Italian eyewear and contact lens retailer, faced significant challenges in providing customer service during the 2020 pandemic. The lockdown measures and store closures severely impacted their ability to provide in-person care and service to their customers. Their existing customer service solutions, which included an outsourced call center and email, were inadequate to meet the rising customer support demands. They experienced slow response rates for email queries, decentralization of data, and a lack of metrics to measure agent performance and customer support. These challenges hindered their ability to improve or personalize their customer service. Recognizing the need for digital transformation, they sought a cloud communication platform provider that could understand their business requirements and customer needs.

Wefarm, a digital platform for small-scale farmers, was launched in 2015 with the vision of connecting these farmers with the resources and people they need to succeed. The majority of these farmers had mobile phones, but reliable mobile internet access was scarce. Therefore, Wefarm relied on SMS to increase the knowledge of its members, allowing them to ask questions and receive answers from fellow members. This bridged the gap between farming communities that were previously separated by geographical distance. However, as Wefarm planned to expand to other regions, it faced the challenge of finding a reliable global messaging provider to support its SMS-based platform.

Bolt, a transportation platform providing ride-hailing, micromobility, and food delivery services, was facing a challenge in expanding its community of over 1.5 million registered drivers. The company's success hinged on the growth and scalability of this community. Bolt's existing driver registration process was a five-stage website form, which was seeing a high abandonment rate at the stage where drivers were asked to upload their identification and driver license documents. The company was using email and SMS to re-engage these drivers, but this strategy was not yielding a high return on investment and required significant manual effort from customer support agents. Bolt was keen to optimize the driver registration process to increase the conversion rate and wanted to use automation and an additional communication channel with wide market adoption to drive efficiencies.

Bukalapak, one of the largest online marketplaces and ecommerce companies in Indonesia, was grappling with security breaches and low conversion rates. As an ecommerce business, ensuring the highest level of security for their users was paramount. This involved sending one-time PINs (OTP) for transactions, logins, and registrations, as well as for any account detail changes such as email or phone numbers. However, low OTP delivery rates were causing bottlenecks in the customer journey, preventing users from registering to the platform and completing transactions, thereby negatively impacting revenue and profits. Bukalapak had set a target success threshold for logins, checkouts, and transactions, which required OTP delivery to be fast, reliable, and cost-effective.

CambioReal, a Brazilian-based remittance company, faced a significant challenge when they entered the remittance market in Brazil. The company's attractive offers led to a surge in potential users flooding their customer support lines with inquiries about fees, transactions, and exchange rates. The high volume of customer inquiries made it difficult for users to get timely responses to their questions. Additionally, the company's complex user registration process, which required the submission of several documents, was not in line with typical user habits in their market, leading to a high drop-off rate. CambioReal needed a solution that would allow them to quickly respond to customer inquiries and simplify the user registration process while ensuring security.

Carsome, Southeast Asia’s largest integrated car e-commerce platform, was facing challenges in optimizing their customer service and lead generation process. The introduction of a new service to 'Buy Cars' led to an increase in customer queries about how to buy cars online. However, the lack of availability on their customers' preferred channels led to unanswered questions and a loss in leads. Additionally, the absence of a centralized platform to handle customer queries resulted in agent inefficiency. Agents had to manually address social media questions without conversational history and were unable to provide real-time support. This negatively impacted agent productivity and led to longer customer wait times. Furthermore, Carsome didn’t have a way to verify numbers of potential customers left on their website, leading to agents having to make verification calls. This resulted in the collection of bad leads and an expensive authentication process. To provide end-to-end solutions to their customers and used car dealers, Carsome needed an end-to-end omnichannel customer experience strategy to effectively engage potential customers and increase sales.

Club Comex, the loyalty program of one of Mexico's largest paint manufacturers and distributors, Comex, was facing a challenge of low engagement and sales among its existing customers. Despite using SMS messaging campaigns to deliver offers and information directly to its members, the company found that the SMS experience was not optimized to encourage a high rate of click-throughs, which typically sat at only 2-3%. Operating in the paint and coatings industry, they felt their communications should be vibrant and enriched with images and videos for customers to fully understand their value proposition. While SMS messaging remains the fastest and most universal means of reaching a company’s customer base, they were looking for a more illustrative messaging channel. They wanted a campaign that offered new options for communicating in a more visually impactful way.

Croatia Osiguranje, the leading insurance company in Croatia, decided to launch a 100% digital vehicle insurance option, Laqo, in response to new consumer behavior and trends. However, the company faced the challenge of digitalizing customer service communication in an industry that is traditionally based on personal agent-customer relationships. The company aimed to decrease resolution time and increase sales by moving customer queries to chat apps, their customers' preferred communication channel. The goal was to limit the number of phone calls and emails, while enabling real-time customer service with live agents. The challenge was to maintain the personal touch in customer service while transitioning to a digital platform.

Eat’N’Go, a Nigeria-based quick service restaurant group and lead franchisee for three renowned US fast food brands, was facing a significant challenge in its customer communication strategy. The company, which had been experiencing continuous growth since its inception in 2012, primarily relied on SMS for direct marketing to its two million customers. However, they had limited information about individual customers and lacked insight into the delivery rate of their SMS messages. This lack of data resulted in a low conversion rate and increased costs, leading to a disappointing Return on Investment (ROI). The company recognized the need for a more effective communication platform to address these issues, which were negatively impacting its revenue and bottom line.