Case study

How Send.co uses Mux to power fast, reliable playback at scale

TL;DR: Send.co adds AI chat to sales documents so buyers can get answers instantly and senders can track engagement. When videos were shared for demos and walkthroughs, large file sizes caused loading delays and playback failures. Send used Mux to eliminate delays and quality issues without requiring Send to build video infrastructure, letting the team focus on AI features instead.

When buyers receive sales materials — like proposals, decks, case studies, and demo videos — they can miss critical information or get stuck on questions that delay decision-making. Buyers move slower. Sales cycles get longer.

Founder and CEO Neil Gandhi built Send.co to solve this problem. The platform adds AI chat directly to sales content so buyers can ask questions and get answers instantly, without waiting for the next meeting or digging through multiple documents.

The AI pulls answers directly from the shared documents. A prospect reviewing a pricing proposal can ask about volume discounts. Someone watching a product demo video can ask how a specific feature works. A buyer looking at a case study can ask about implementation timelines.

For sales teams, the workflow is simple: share a proposal, deck, or demo video through Send, and prospects can ask questions around the clock. Two clicks and those documents become interactive.

But as Send's user base grew, video became a problem.

The video bottleneck

Send users often record product demos or walkthroughs that show features, workflows, or answer customer questions.

Raw video files are large. A ten-minute demo recorded at decent quality can exceed 500MB. When users uploaded these files and shared them with prospects, loading times stretched into minutes. Playback stuttered on slower connections, failed on certain devices or browsers, or didn't load at all.

Video demos work because they're direct and visual. But a prospect who clicks play and sees nothing but buffering isn't getting that benefit.

Send needed videos to play reliably regardless of file size, device, or network conditions. Building that infrastructure in-house meant diverting engineering resources from AI-powered document intelligence.

"We needed a way to make self-uploaded videos play and look professional without adding infrastructure or latency," Neil said.

Technical implementation

When a user uploads a video to Send, the file temporarily goes to S3 storage while Send uploads it to Mux in the background. With Mux’s adaptive bitrate streaming, that video is optimized for different devices and connection speeds. Once encoding completes, Send automatically switches the playback source from S3 to Mux.

The result: videos become viewable within seconds of upload. No encoding delays, no processing queues. Salespeople can share demos immediately..

Why Mux

Send needed video infrastructure that would integrate quickly and require minimal ongoing maintenance. The team was building AI features, not video encoding pipelines.

“We chose Mux because we needed video that we could trust to perform globally, across any device, without constant maintenance. It’s become a foundational piece of our product, and it’s helped us deliver the frictionless, modern experience sales teams need to capture buyer attention today,” Neil said.

The value wasn't just in the technical details, it was in what Send's team didn't have to build or maintain. No encoder configurations to optimize. No bandwidth management. No CDN relationships to negotiate. No emergency troubleshooting when videos fail to load in specific browsers or regions.

"It's fast, stable, and requires zero maintenance from our side," Neil said.

Results

With Mux handling video infrastructure, Send achieved:

• Instant availability: Videos start playing seconds after upload.
• Adaptive performance: Smooth playback on any device or connection.
• Hands‑off operation: No need to manage encoders, bandwidth, or delivery.
• Professional feel: Every uploaded video looks and behaves like a polished streaming experience.

“With Mux, every demo or walkthrough our users upload looks professional and plays smoothly, no matter the file size or network. That reliability means salespeople can focus on selling, not worrying about whether their content will actually load for a prospect,” Neil said.