In today's digital age, secure and efficient customer communication has become a cornerstone of success in the banking industry. With the surge of online and mobile finance platforms, customers expect instant yet secure conversations with their financial institutions. According to a study by The Motley Fool Ascent, 92% of consumers consider the security of their data one of the most important features when choosing their bank. Meanwhile, research published in the International Journal of Academic Research in Business and Social Sciences shows that communication and information accessibility accounted for a 36% variance in customer experience.
Meeting these expectations is where Rakuten Viber’s Business Messages step in. A part of the app’s Rich Business Messaging, it offers a secure, real-time means of communication, enabling banks to interact directly with their clients in an efficient, streamlined manner. This approach not only aligns with users' expectations but also adds value to their experience.
This article explores how Viber Business Messages can enhance client service, shows its key security features, and demonstrates how banks can successfully integrate business messaging into their communication strategies.
The banking industry has seen significant changes in the way banks communicate with their customers. Viber Business Messages is an innovative tool that has redefined customer communication in the industry. Its successful implementation by leading banks throughout the world showcases its potential to drive customer engagement and improve the delivery of services. Let’s look at the real-life example showcasing how Ukrsibbank used Viber Business Messages.
Ukrsibbank, a subsidiary of the French international bank BNP Paribas operating in Ukraine, aimed to increase client adoption of their mobile app and educate existing clients on its functionalities. To achieve this, Ukrsibbank turned to Rakuten Viber’s official partner GMS and utilized Viber Business Messages, integrating images, CTA buttons, and standard text to drive user engagement and enhance campaign performance. The adoption of Viber Business Messages was a game-changer for Ukrsibbank. Over three months, they sent 6M+ messages to their clients via Rakuten Viber, resulting in a 2x higher conversion rate compared to traditional SMS. The campaign exceeded initial expectations with a 50% increase in app downloads and a 30% rise in app usage.
Rakuten Viber Business Messages offers a robust suite of features, ensuring that banks and financial institutions can reliably communicate with their users.
These are just a few measures that Rakuten Viber is taking to secure communication on the platform. The company is also continually developing new solutions to enhance security further. The upcoming updates will include the possibility for brands to highlight any non-compliant activity for the recipient’s number before sharing essential information, such as OTP passwords, transaction notifications, account balance updates, and other confidential information. It further solidifies the security of transactional business messages which is essential for the financial industry.
Banks can significantly benefit from using Rakuten Viber Business Messages to enhance customer communication efficiency.
To sum up, utilizing Rakuten Viber Business Messages in banking not only boosts efficiency and customer service but also fortifies client loyalty through its engaging and protected platform.
To integrate Rakuten Viber Business Messages into your financial operations, find a trusted messaging partner well-versed in the financial sector. This partner will guide you throughout the process, providing crucial support tailored to your needs. The next step involves the creation of your business account.
How to open a Rakuten Viber Business Account
Your chosen partner will fully support the creation of your dedicated business account and integration with your existing banking CRM system. This integration is essential to streamline and manage customer interactions skillfully. After the successful setup and once clients from your existing database have approved to receive notifications from you, you can begin client engagements, providing real-time updates and personalized services through Rakuten Viber.
In order to fully leverage the potential of Viber Business Messages in the banking sector, you can follow a set of best practices. Here are several tips for successfully implementing Viber Business Messages in your financial operations:
1. Thorough Training: Ensure your team is well-trained in utilizing the new platform. This will help seamless integration and efficient use of Rakuten Viber’s Business Messages.
2. Clear Onboarding: Make sure to notify your customers about the new communication channel through the onboarding message on Rakuten Viber and by sharing information in your other channels.
3. Consent is Crucial: Remember to send messages to the clients from your own customer database who gave consent to receiving marketing communication from your bank (for example, when filling out a loyalty program).
4. Integration with Existing Systems: Correctly integrate Rakuten Viber into your existing CRM system. This will help in tracking user interactions and providing personalized service.
5. Regular Updates: Update your customers with the latest information about your bank’s promotions. This will help in keeping your clients informed and engaged.
6. Prompt Response: Open two-way communication with your clients through Viber Business Messages, enabling real-time conversations. This approach ensures swift responses to user inquiries and requests, fostering trust and boosting client satisfaction.
7. Analyze and Improve: Regularly analyze the performance of your Rakuten Viber Business account. Use insights to upgrade your communication strategy.
Here are just a few examples of how financial organizations can use Viber Business Messages:
While banks increasingly use business messages to send updates, help customers, and share new offers, they also turn to Viber for Business suite to achieve more business goals. The super app makes it easy for banks to reach a wide audience, promote banking services, and strengthen customer relationships. For example, Rakuten Viber also allows banks to set up chatbots to answer questions and provide support. This helps banks stay connected and engage more with their clients.
Raiffeisen Bank, a leading financial institution in Serbia, aimed to amplify its mobile presence and offer an integrated digital experience to its existing and prospective customers. Raiffeisen Bank has chosen to utilize Rakuten Viber's Stickers and Chatbot to optimize its client engagement. Focusing on the interactive and automated elements of the platform, the bank launched an animated "free & subscribe" Rakuten Viber sticker campaign and developed a chatbot in the native Serbian language. The results were striking: the campaign reached 850K Serbian users, saw over 209K sticker packs downloaded, and recruited over 120K chatbot subscribers, significantly enhancing brand awareness and client engagement.
The integration of Viber for Business solutions, Business Messages, in particular, has proven to be a significant step toward secure and efficient customer communication for many banks. This comprehensive platform and its tools enhance the financial industry's service, operational efficiency, and security.
Other benefits include:
Adopting Viber for Business solutions, and Business Messages in particular, is not just about staying on par with technology trends; it's about future-proofing your financial operations and setting a new standard in customer service. It's an investment in your bank's future, ensuring you remain at the forefront of the ever-evolving banking industry.
If you're interested in Viber Business Messages for your banking needs, feel free to reach out to our team.