What I Learned Researching Chat Provider Pricing

My comparison of the top live chat services and their pricing structures - Pubnub vs Pusher vs Layer vs Sendbird vs Stream

Full disclosure: I’m the head of sales at Stream, and we (now not so recently) removed the beta tag from our new live chat API. After 4 years of providing highly stable, fast and scalable activity and notification feeds, we’re excited to have entered this space. Unlike feeds, chat/messaging has a large number of competitors. In order to not only be competitive in the space but to also offer our customers a fresh take on an already booming market, I began a quest to research the larger companies and understand as much as possible how they price and at what levels.

UPDATED: February 18, 2020 with more data reported from prospects/customers.

This post covers what I’ve gleaned so far and how Stream’s offering compares, but I'd love to hear more about your experiences in the comments, especially if they’re counter to what I found. I’ve sorted this list of chat providers based on how much work is required to build a complete chat solution from hardest to easiest.

PubNub Pricing

Product Overview

PubNub offers you a lower level building block for creating real-time apps. They recently "launched" Pubnub Chat. When I went to update my Stream vs. Pubnub post I realized that they didn't add any new features. They don’t provide a chat API or the frontend for chat; they only take care of the real-time portion. While real-time is an essential building block for chat, having it be the only offering of your “chat product” requires you to build both your frontend and your chat server infrastructure on your own.

They did add a React SDK, but it's woefully lacking. The extent of it is an unstyled square with a text input and a button. Don't be fooled thinking you'll get a fully featured component like Stream provides (not just for React, but also React Native, iOS native and Android native).

Even with that being the case, PubNub is the most enterprise-level chat provider in the market and they have an excellent track record in terms of performance, scalability, and reliability. Customers such as HubSpot, Yelp, and eBay rely on their real-time API for chat.

So far, they don’t seem popular amongst smaller companies and startups, which, in many cases, value time to market over performance and reliability.

Pricing Overview

PubNub’s pricing is very different from that of the other live chat providers I’ve looked into. They price based on “Replicated Transactions”, “Edge Transactions”, “Functions Execution” and “Data Persistence”. To get a better understanding of what, exactly, that means, here is the example they give on their pricing page:

Case: A chat application that serves 100,000 customers per month, each of whom, on average, use two ten-minute chat sessions, which include 20 messages, averaging 1KB in payload, in each direction between customer and operator.

For each session:

  • 1 Edge Transaction to open the session between the client and PubNub
  • 20 Edge Transactions for receiving 20 messages (subscribing to messages)
  • 20 Replicated Transactions for 20 messages (publishing messages)
  • 40KB of Data Persistence for the 40 messages (persisting the data)
  • 1 Edge transaction to close the session

Total: 22 Edge Transactions; 20 Replicated Transactions; 40KB written to Storage & Playback (Data Persistence)

Total cost:

  • 100,000 users with two session per month = 200,000 sessions
  • Total: 4.4M Edge Transactions, 4M Replicated Transactions, 8GB written to Storage & Playback
  • Total Cost:
    • Edge: 4.4M * $0.000020 = $88
    • Replicated: 4M * $0.000075 = $300
    • Data Persistence: 8GB * $8 = $64
    • Grand total: $452/month

From what I gathered, in this example, they have 100,000 MAU, are doing 2 million messages and are retaining the full 2 million messages. There’s another caveat though – the number of sessions is a factor. So if your 100k MAU talk every day (with 2 sessions per day, per the above example), then the cost is 15x right? That’s how I read it, which brings the total to $6,780. This pricing model could, undoubtedly, be tricky to predict...

Additionally, it’s not clear how features such as typing indicators, user presence and read status indicators would impact pricing.

Pusher ChatKit Pricing

Update: Pusher Chatkit is shutting down 4/23/20. Need an alternative solution? See our migration guide.

Pusher shut down Chatkit in April of 2020. I am removing my previous comparison as it's no longer relevant.

Layer Pricing

Product Overview

Layer shut down all operations in Q4 of 2019. I am removing my previous comparison as it's no longer relevant.

SendBird Pricing

Product Overview

SendBird closed a $102m funding round in 2019, and their YC connections have landed them a few famous names as early customers such as Reddit. What is SendBird? In polling customers of SendBird, they’ve generally had good things to say about the product. Some developers complained about breaking changes to their API though. You can also do your own Sendbird review and see how many more features Stream Chat provides out of the box.

Pricing Overview

The common negative theme was about their sales process. SendBird customers felt like the pricing was made up based on what they thought they could get them to pay. One customer said, “It was like buying a used car”. They also complained of last-minute add-ons that weren’t included in the initial pricing discussion that then felt like they were being nickeled and dimed. On the SendBird website, they only list Free and Custom, which backs up the idea of making up pricing for each prospect. (BTW, the Free tier allows a max of 25 peak connections, so this is more so a test/sandbox plan as very few apps will have less than 25 concurrent users).

I won’t list out specific numbers I’ve been told, but SendBird Chat is usually the most expensive solution in the market (at least from the data I’ve collected). In some cases, PubNub might be more expensive, but that is hard to estimate (see their pricing model above) and depends on the specific chat features you implement. Also, you might want to take a look at who is first in Product Hunt's Sendbird reviews/alternatives list, and how well we stack up against some of Sendbird's other competitors.

Some updates (Feb, 2020). We've gained more information from prospects in the last 6 months. One key thing to look at with Sendbird Chat is their MAU to concurrent connection ratio. Stream's is 20:1, while we've seen 40:1 or 50:1 for Sendbird. If your peak concurrent connections is your driving factor in pricing, Stream is instantly 50% or more cost effective. We've also seen quotes that have a plan, and then overage. One quote listed each concurrent connection over your limit at 55 cents. Imagine if you have a fantastic media mention or something that spikes your concurrent connections. Adding only 1k concurrent is $550. Imagine if you added 100k...$55,000. Stream's pricing allows you to take advantage of volume discounts as your usage goes up. We also recently learned from another of their cusotmers that they've increased SendBird API pricing every year. Stream hasn't raised prices on existing customers in our 5+ years in existence.

More updates (April, 2020). Sendbird released a new pricing page with some slick sliders to let you see some standard prices. We also noticed that they eliminated their free tier and went to a trial like we've always had. Want to see some comparisons, it's pretty astounding.

Stream Sendbird Starter Sendbird Pro Sendbird Enterprise
5k MAU $499* $399 $799 ??
10k MAU $499* $599 $999 ??
25k MAU $499* $3,499 $5,799 ??
50k MAU $499** $4,199 $6,699 ??
100k MAU $2,000*** $4,999 $7,599 ??

*Stream Chat Standard gives you u pto 25k MAU
** Overage on our standard plan up to 50k MAU
*** Stream Enterprise plans start at 100k MAU\

Clearly Sendbird's list prices are much higher (in some cases more than 10x) but lets look at what other limitations they impose.

Message Translation - only on Pro and Enterprise. Stream is curerntly adding it for all levels (fees incurred beyond a free base level).

Moderation - other than very simple things, only on Pro and Enterprise. Stream provides all these capabilities in Standard and Enterprise (auto image moderation, available soon, has fees beyond a free base level).

Data Export - WOW. I mean WOW. Only for Enterprise. So imagine paying them $7,599 a month for 100k MAU on the Pro plan and YOU CAN NEVER LEAVE. At least not if you want to take your data with you. Integrate with Sendbird, and they hold your data hostage. Stream's $499 plan lets you export your data (it's not automated, but our policy is that your data is yours and while we don't want to lose customers, if you want to take your data and go we'll give it to you).

HIPAA - Only on Enterprise. Stream will sign a BAA for our Standard plan. Why? Because we don't flip a switch to comply with HIPAA, our US based stacks all comply all the time.

We're actually pretty similar on support options. Although we have Customer Success in our Amsterdam office too, so our support coverage goes well beyond 8 to 5 US Pacific time.

Ready for a SendBird migration? Luckily we make it really easy for you.

Stream Pricing

Product Overview

After focusing on powering the feed technology for over 500 million users, Stream has recently (early-2019) announced an offering for chat. Stream provides a scalable API and infrastructure accompanied by an expanding list of SDKs, a CLI, React Components, and a beautiful UI kit.

Advanced AI based moderation, reactions, and threads are built into the API. Compared to the other chat providers we believe we offer a complete solution and give you a substantial advantage in terms of time to market. We’ve added React Native, Android (Java/Kotlin), iOS (Swift), and Flutter as pre-built components to dramatically speed integration. Angular, Xamarin, Ionic and Unity are planned for 2020.) We of course also have backend SDKs for all commonly used languages.

The tech stack of Go, RocksDB, and Raft also enables Stream to offer a level of performance and reliability that’s suitable for enterprise clients. This is the reason why many enterprise customers mainly look at Stream or PubNub.

Pricing Overview

As you’ve seen in the above comparisons, we’re substantially more cost effective than the other chat providers such as SendBird. I’m excited to have a product that has superior features, easier integration, rock solid stability and performance, and is the most cost-effective available. For someone in sales, that’s a win-win-win-win-win.

Don’t take my word for it though; get in touch. Our pricing is standard and doesn’t change from customer to customer, so you can make your own comparisons. You can also check out our 5/5 star rating on Product Hunt here.