Faster Customer Service and Lower Costs: How Viber Business Messages Make It Happen
Sales Director at Rakuten Viber
August 8, 2023
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Is your business struggling with high costs and slow customer service response times? Outstanding support is the foundation of a successful enterprise and is crucial for maintaining client satisfaction.
The solution lies in discovering an affordable approach to communicating with people without compromising quality. Traditional methods, such as phone calls, can lead to considerable costs – according to IBM, organizations spend 1.3 trillion US dollars each year on customer assistance calls. Messaging platforms can help brands lower expenses while delivering better customer care.
Viber Business Messages is a swift and cost-effective solution for brands looking to advance their customer support. This article examines how Viber Business Messages transform the way companies interact with their clientele, shows the advantages of this cutting-edge tool and the ways it can elevate your brand.
Message Types and Capabilities
First, let’s look at the types of Viber Business Messages.
Catering to different communication goals and needs, they come in several types:
Transactional Viber Business Messages provide essential information, such as account updates, payment confirmations, appointment reminders, and more.
Promotional Viber Business Messages focus on marketing campaigns, special offers, new product launches, upselling, etc.
Conversational Viber Business Messages enable real-time, two-way communication between brands and consumers to address queries, gather feedback, and provide assistance.
Sharing Files, Photos, and Videos
In Viber Business Messages, you can share multimedia files, including documents, images, and videos. Users can also send multimedia files to brands (e.g. IDs, product photos and videos, screenshots, etc.) This capability enriches the user experience and helps convey information more effectively and with greater engagement, fostering stronger customer relationships.
Only Paying for Messages Delivered
With Viber, you will pay only for business messages delivered to your customers, ensuring cost-effective communication. It also allows you to save money and allocate budgets for other business needs.
SMS Fallback for Guaranteed Delivery
If a user is not reachable via Viber, the superapp can automatically send your message as an SMS, guaranteeing delivery. This feature allows companies to deliver their messages even if their customers have no internet connection, enhancing the reliability and effectiveness of their customer communication efforts.
Customized messaging with CRM integration. This seamless connection enables you to access consumer data and preferences, resulting in more targeted and relevant messages.
Call-to-actions (CTAs) motivate recipients to perform the intended action and can be seamlessly integrated into the messages. CTAs can be used to persuade people to visit a physical store or shop online, get additional information, or complete a purchase.
Rich messages of up to 1000 characters and emojis. Apart from sharing multimedia files and adding interactive CTA buttons, brands can send longer texts compared to SMS and include emojis to make communication with customers more engaging and personal.
Pin-to-top functionality allows customers to easily find the most important messages. Users can pin a chosen message inside a business chat, or the whole conversation inside the Business Inbox or the regular Chats screen. It allows users to customize their experience and make sure that the most important content is always front and center.
Users can reply to a specific message from a brand. This creates an easier conversational flow and allows them to go back to topics that were previously discussed in the same chat.
Users can copy codes, emails, links to save contact information, one-time passwords, and more. It makes their communication with a brand more convenient and enhances customer experience.
Auto-reply allows brands to share additional contact information if they cannot respond immediately.
Real-time analytics that provides valuable insights into your messaging campaigns. By tracking metrics such as delivery, seen, and click-through rates, you can monitor your campaign's effectiveness and make data-driven decisions to boost it.
Advantages for Businesses
All the above capabilities bring the following benefits to the table:
Strengthened customer connections due to personalized and relevant content that resonates with your audience, helping with loyalty and trust between them and your brand.
Efficient—quick and reliable—message delivery, which ensures that your clients receive important information promptly, enhancing their overall satisfaction and demonstrating your commitment to excellent customer service.
Improved user experience with multimedia, such as images, videos, and interactive buttons. Engaging content captures people's attention and encourages them to interact with your brand, resulting in higher engagement and conversion rates.
Cost-effectiveness is perhaps one of the most significant advantages of Viber Business Messages. This allows you to allocate resources to other vital aspects of your business while still providing top-notch customer service and support.
Setting Up Viber Business Messages
To tap into the potential of Viber Business Messages for your organization, follow these simple steps:
Select a reliable messaging partner. Viber works with a range of certified partners globally who can help you set up and manage your Business Account. Check how potential partners can meet your specific requirements based on their services and the region.
Open a Viber Business Account. Your partner will guide you through the account creation process, including verification and customization of your account. This includes adding your brand logo, company information, and contact details to create a professional presence on the platform.
Start engaging with your customers. Develop a messaging strategy that encompasses transactional, promotional, and conversational messages tailored to your audience's needs. Utilize CRM integration, multimedia content, and analytics to deliver personalized and engaging experiences.
Success Story: D Express
One of the companies that have leveraged Viber Business Messages and achieved great results is D Express, a forward-thinking express courier service in Serbia. It wanted to improve its mobile marketing strategy and enhance communication with customers. The company’s goal was to keep parcel recipients informed about their deliveries in a timely and convenient manner.
To achieve this goal, D Express turned to Viber as the ideal messenger marketing tool with a 97% penetration in Serbia. D Express utilized automated and personalized messages to update people on delivery details. Customers could then ask for more information, shipment redirection, and make other inquiries.
The use of Viber Business Messages led to significant improvements. Out of the 300,000 monthly messages, 85% were delivered for the first time, marking a 15% improvement compared to the previous approach. This allowed the business to enhance customer experience, increase trust, and strengthen loyalty. Considering that 81% of consumers find it difficult to communicate with businesses, D Express's success with Viber Business Messages showcases a win-win situation for both the brand and its clients.
We encourage businesses to explore the numerous benefits of Viber Business Messages and integrate them into their customer service strategy. By doing so, you can improve the quality of the support and set your business apart as an innovative and people-centric. If you have any questions, don’t hesitate to contact us.