Improved service levels and UX on a global scale

Customer Story
Find out how online errand marketplace TaskRabbit uses Sinch to connect users for a seamless and personalized experience.
Image of a man looking at his phone


Challenge: Communicate time-sensitive information to customers and employees

Solution: Send short bursts of information via SMS for maximum impact and readability

Results: Millions of successful messages sent worldwide,  improved service levels


open rate


messages sent


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Consumer Apps


United States
United Kingdom

TaskRabbit is a global network that connects people who need help with household tasks (such as furniture assembly and minor home repairs) to skilled, reliable Taskers from their local communities. Acquired by Ingka Group (IKEA Retail) in 2017, TaskRabbit operates in thousands of cities across the United States, the United Kingdom, Canada, France, Germany, Spain, Portugal, and Italy.

Thanks to a combination of Sinch SMS, Short Codes, and Long Numbers, TaskRabbit sends notifications and alerts to customers about everything and anything task-related that they need to know!

Challenge: Reaching customers in real-time

Sometimes it’s hard to find the time to get everyday things done, right? Projects like cleaning, moving, and handy work get pushed to the bottom of the priority list. But they still need taking care of…

Enter TaskRabbit, a company that matches labor with demand, letting consumers find quick-and-easy help with everyday tasks so they can get on with their lives!

In today’s world, where people’s schedules change and traffic gets in the way, TaskRabbit customers and Taskers need real-time access to each other and information. In fact, real-time conversations are the very foundation of TaskRabbit’s success. Tasks are often booked and need fulfilling on a very short lead-time - so speed was of the essence when the company was exploring communications methods!

TaskRabbit was using email for all communications. While that was working well for non-urgent messages, like receipts and order confirmations, they were on the lookout for a better solution. Some transactional messages need instant attention.



Solution: SMS - an across-the-board solution

With Sinch SMS, TaskRabbit can send notifications and alerts to customers about everything they need to know:

  • Task requests that can be accepted directly via SMS
  • Appointment date and time
  • Schedule changes
  • Expected Tasker arrival time
  • Reminders and notifications about conversations started in the TaskRabbit app

In fact, TaskRabbit has millions of users, and they’ve sent some 36 million chat messages in the year from September 2020 to September 2021. In fact, in 2021 alone, they sent 2.9 million SMS through Sinch! 

Results: Transactional communications on the right channel

Thanks to SMS, TaskRabbit is getting the job done in more ways than one - it has the customer satisfaction surveys to prove it!

And with expansion plans on the table, TaskRabbit has a partner in Sinch that it can trust.

The integration with Sinch was a lot faster than we initially anticipated, and with our expansion, Sinch has been much more scalable than our previous provider.
Alex Rossbach
Product Manager - Platform, TaskRabbit