reduction in login-related customer service queries
of users chose Facebook Login as their preferred social login solution in 2021
of customer service queries are related to Facebook Login
Making new connections
A social app for the gay and trans community in the Middle East, Shuggr (سكر) helps people connect, build friendships, and create communities. In addition to user profiles and story sharing features, the app also includes built-in chat translation capabilities and a map function that helps users find gay and trans friendly bars and restaurants.
Shuggr has seen a boom in popularity with 60% year-on-year growth of monthly active users from 2020 to 2021 as people increasingly looked to online channels to engage with others.
Helping users log in
With the increase in app users, the Shuggr customer care team experienced a surge in queries and was looking for a solution that could help people easily resolve issues related to logging into their account and increase customer satisfaction.
Simplifying sign-in with Facebook Login
Shuggr’s in-house team of developers implemented Facebook Login, a feature that enables people to link their existing Facebook profile to an app. People who choose to use Facebook Login can create a new account using data many people are comfortable sharing – such as their first name, age, and profile photo – or sign-in and remain logged in to an app more easily.
The integration took the developer team less than a month, allowing Shuggr to quickly introduce Facebook Login and give users a straight-forward solution to account creation and sign-in.
Seamless account access
After adding Facebook Login in 2020, Shuggr has earned the following results*:
- 98% reduction in login-related customer service queries (compared to queries relating to logging in with email)
- 81% of users chose Facebook Login as their preferred social login solution in 2021
- Less than 1% of customer service queries are related to Facebook Login (compared to all other login solutions)
"As a startup we are mindful about our resources and need to rely on efficient products that allow fast growth, efficient community management and great customer support. Facebook Login has been a powerful tool for our users to easily create a new account or sign into an existing account, removing the barrier of remembering login credentials and passwords every time a user logs in. At the same time, Facebook Login helps our customer care team focus on topics that matter: scalability and customer satisfaction."