Tabby Uses Stream Chat to Reimagine Mobile UX

Tabby, a payment method offering interest-free installment options and cashback, sought to enhance its mobile customer support system, primarily relying on Zendesk Forms, which led to inefficiencies and user dissatisfaction. Product Manager Dasha Shulgina identified the need for a real-time chat interface to improve support flow and decided against building an in-house solution due to resource constraints and uncertainty about customer interaction. Instead, Tabby integrated Stream Chat for its rich features, reliability, and flexibility, customizing it for their specific needs without replacing Zendesk entirely. The implementation involved close collaboration with Stream's support team and resulted in a prototype for Android and iOS, with positive feedback from Tabby's design team regarding its UI kit. The company uses analytics tools like Tableau to measure the impact on customer satisfaction and support efficiency. Looking forward, Tabby plans to expand the use of Stream Chat to desktop users and recommends it to other companies for its convenience and effective collaboration.