Enhancing Customer Experience in Transportation & Logistics with Rakuten Viber Business Messages

Viber noa-bar-shay
Noa Bar Shay
Senior Director, Partnerships & Sales at Rakuten Viber
Enhancing Customer Experience in Transportation & Logistics with Rakuten Viber Business Messages

In today's fast-paced world, the importance of providing a seamless and enjoyable customer experience cannot be overstated. For companies operating in the transportation and logistics sector, this means not only ensuring timely and efficient delivery of goods but also keeping consumers in the loop and making communication as effortless as possible.

With consumers demanding greater visibility and control over their shipments, brands must adapt and innovate to meet these expectations. Enter Rakuten Viber Business Messages, a powerful communication tool that can elevate the way brands interact with people. By leveraging the popularity and convenience of Rakuten Viber, companies can now provide real-time updates, quick responses to queries, and personalized services, all while maintaining a conversational and user-friendly approach.

In this blog post, we will explore the numerous ways Rakuten Viber Business Messages – transactional, conversational, and promotional ones – can enhance the customer experience in the transportation and logistics sector, helping brands truly stand out in the market. 

Rakuten Viber Transactional Business Messages

Transactional notifications provide customers with relevant and timely information about a specific transaction or event. These messages can include order confirmations, purchase receipts, and other essential details related to their interaction with a business. About 83% of consumers want companies to send notifications of this kind to them, and 78% will switch brands if they don’t receive delivery updates.

Benefits of Transactional Business Messages

  • Real-time delivery tracking. By providing customers with regular updates on their shipment status, businesses can alleviate concerns and ensure transparency throughout the process. This not only keeps people informed but also allows them to plan their schedules accordingly, leading to increased satisfaction.
  • The ability to send purchase receipts and order confirmations instantly gives consumers peace of mind knowing that their order has been received and processed. This immediate communication helps set the stage for a smooth and worry-free transaction, fostering a sense of trust and reliability.
Courier services using transactional Rakuten Viber Business Messages

Rakuten Viber Conversational Business Messages

Conversational messages allow customers to have a dialogue with brands. They aim to engage people, address their concerns, and provide personalized support and information in a user-friendly and accessible manner. By fostering a sense of connection and rapport, conversational messages significantly enhance the overall customer experience, and 75% of consumers want a direct response when communicating with a business.

Advantages of Using Conversational Business Messages

  • A direct line of communication between consumers and companies in the event of delivery issues or unforeseen circumstances. By promptly addressing concerns and providing solutions, businesses can demonstrate their commitment to customer satisfaction and maintain a positive brand reputation. Additionally, this open communication channel allows for gathering valuable feedback and insights, helping them improve their services.
  • Flexibility. Another benefit is that conversational messages empower people by allowing them to control various aspects of their orders, such as adjusting delivery times or providing additional delivery instructions. By enabling people to make changes or request support just when they need it, companies can deliver a flexible, customer-centric experience that builds trust and loyalty.
Conversational Business Messages for delivery services

D Express Case Study: How Conversational Business Messages Worked for Them

D Express is a leading logistics and delivery provider that operates on a global scale. The company continually strives to improve its services and stay ahead of the competition.

To enhance customer experience, D Express used Rakuten Viber Business Messages to send shipping updates, address inquiries, and provide real-time support throughout the delivery process. Additionally, people were given the ability to control their orders by adjusting delivery times and providing specific instructions as needed.

It allowed D Express to enhance its service quality, improving customer experience and fostering trust and loyalty among its customer base. Using Rakuten Viber allowed them to improve the delivery rate of their notifications by 15% – out of 300 000 D Express messages delivered every month, 85% were successfully delivered for the first time. 

Conversational Rakuten Viber Business Messages between D Express and its customers

Rakuten Viber Promotional Business Messages

Promotional messages can inform, persuade, or remind people about a company's products and special offers. These messages aim to create awareness, generate interest, and ultimately drive sales or conversions by showcasing the unique value proposition of a business.

In the transportation and logistics industry, promotional messages can be particularly effective in advertising new shipping options and services. By keeping people informed about the latest offerings and highlighting their benefits, companies can stay top-of-mind and encourage consumers to consider their services for future needs.

With promotional Rakuten Viber Business Messages, businesses can do the following:

  • Customize communication: Companies can provide personalized onboarding messages to new customers, including special offers such as discounts and free samples, to help them become more familiar with their products and services.
  • Tackle cart abandonment: With consumers abandoning their carts in 70-90% of cases, addressing this issue is a must. Brands can do that by sending personalized, proactive reminders, greetings, and discounts, prompting customers to shop and ship the products.
  • Encourage repeat purchases: By analyzing their customers' interaction history, companies can send purchase prompts based on individual interests.
  • Leverage personalized CTAs: Employing such CTAs can lead to a 42% higher conversion rate compared to standard CTAs.
Rakuten Viber Business Messages promoting products and services


Throughout this blog post, we've explored some ways Rakuten Viber Business Messages can significantly enhance the customer experience in the transportation and logistics industry. By providing real-time updates, enabling open communication, and offering personalized and interactive services, brands can foster trust and satisfaction among their audience. Furthermore, leveraging promotional messages can help companies showcase their unique offerings, attract new people, and drive growth.

If you're eager to learn more about how Rakuten Viber Business Messages can transform your customer experience, we invite you to visit the Rakuten Viber for Business website. Here, you'll find additional information, success stories, and resources to help you make an informed decision. Don't miss out on this opportunity to elevate your business to new heights.