How to create a customer-focused conversation in the always-on world

Viber etienne-dupont
Etienne Dupont
Senior Director of Global Sales & B2B Marketing at Rakuten Viber
How to create a customer-focused conversation in the always-on world

How to create a customer-focused conversation in the always-on world

With mobile phones and messengers being the most popular form of communication in the world, businesses need to be able to communicate with their customers through these channels, providing instant responses and connecting on a more personal level. Being able to have a conversation in real-time and provide the best possible experience are key to success.

Rakuten Viber, a popular messaging app, is a great tool for customer service conversations. Because the app has over a billion Android downloads worldwide, it provides a great opportunity for brands to connect with their audiences through the channel that people trust and use every day. According to LivePersons’ Consumer Preferences Survey, 74% of consumers prefer to communicate with a brand they can message rather than call. That's why more and more businesses are using instant messaging platforms to communicate with their customers. 

Thousands of companies from all over the world use Rakuten Viber for customer service.

Brands using Rakuten Viber Messaging Solutions

In this blog post, we will share some of the best practices on how brands can create a customer-focused conversation in 2022 on messaging platform such as Rakuten Viber.

A conversation, not just an exchange of messages

What makes a good conversation between people? You can ask questions and give thoughtful replies, you can be funny and make the other person laugh, you can share something interesting about yourself… The list goes on. The same principles apply to a conversation between a brand and its customers. A good conversation is one that feels natural and human. When customers message your brand, they expect to be treated as individuals, not as a faceless entity. Make sure to use the customer’s name in your replies and avoid generic, one-size-fits-all responses. Let your brand’s personality shine through – customers will appreciate the special touch. 

Be available in real-time 

Resolve issues as they happen, answer questions, and provide customer support when people need it most. In the age of instant messaging, instant gratification and instant everything, being available at the time when your customers need you is extremely important. Successful companies have long learnt this, and it has allowed many businesses to grow exponentially, just by being available for the customer when they need it.

Be prepared for the conversation (literally)

Building a good conversation is not entirely spontaneous. You need to be prepared for the different sorts of questions customers might ask. Use data from previous conversations to anticipate the topics that come up most frequently. You also need to be prepared logistically. Make sure you have all the information you need at your fingertips so you can answer all questions efficiently. This includes product information, FAQs, and contact information for other team members who can help with specific inquiries. Having a script or set of questions that you can use to guide the conversation is always a good idea.

Keep it positive and be friendly

It is important to keep the conversation positive, even if the customer is unhappy –  this will help resolve the issue and keep the customer coming back. Your buyers are human beings, not just a customer data platform ID number. So treat them like one. Be friendly, polite, and helpful.

Be engaging

Just as you would in a face-to-face conversation, try to engage your customer in a way that is interesting and enjoyable. Ask questions, use humor, and be personable. This will help create a rapport with your customer and make them more likely to trust you and your brand.

Solve their issues

Your ultimate goal should be to help your customers solve their problem. Whether it's answering a question or resolving an issue, make sure you're providing the best possible solution. If you don't have the answer, do your best to find it. Customers appreciate honest and transparent communication, especially when there is no solution at hand.

Be patient

Some customers may not be familiar with instant messaging and may need a little extra time to type out their message. Be patient and understanding even if they are angry or upset. Understand where they are coming from and try to resolve the issue in a timely manner. 

Follow up

Follow up with the customer after the conversation to ensure that they are satisfied with the outcome. This can be done by sending a follow-up message or by calling them.

The customer is always right 

This is a mantra that every customer service representative should live by. It is important to always keep the customer in mind and ensure that they are happy with the conversation. This includes understanding their needs and wants, as well as their emotions. A conversation that is focused on the customer will always be a successful one. There is no such thing as a perfect dialogue, but there are definitely ways to make sure that your brand is having good conversations with its customers. 

By following the tips above, you will be well on your way to creating meaningful connections that will leave a lasting impression on your customers. 

Rakuten Viber: the App Designed for Conversations

Why does everyone love Rakuten Viber? It is a superapp that lets people make calls, send texts, share photos and videos, send stickers and lenses, create group chats and calls, read news, follow communities, communicate with favorite brands, and so much more. 

For businesses, Rakuten Viber is a powerful marketing and engagement tool. Unlike other messaging apps, what's great about Rakuten Viber is that it's built to help brands have better conversations and involvement with customers. By connecting with your audiences one-on-one and at scale through Rakuten Viber, you may see increased sales, build loyalty, improve customer satisfaction, and reduce churn.

One-on-one connection with customers via Rakuten Viber Messaging Solutions

Some of the features that brands use when building a conversations with customers on Rakuten Viber:

  • A user interface that allows adding photos, videos, and other media to conversations.
  • Rakuten Viber official accounts to create a verified presence in the app.
  • Rakuten Viber Сhatbots to automate customer support and sales.
  • End-to-end encryption used by default for private, group chats and private calls, and  encryption in transit — for Rakuten Viber Business Messages. This is important for every business as an added layer of security that protects both business and customer data.
  • Rakuten Viber Business API to integrate with your existing customer support tools, such as CDP or a CRM.
  • The ability to see real-time report from your marketing campaigns.
  • Tools to manage customer conversations, and set up auto-responses.
  • Three types of Rakuten Viber Business Messages: promotional, conversational and transactional, to connect with audiences in every touchpoint of their customer journey.

Learn how to open a Rakuten Viber Business Account

Happy customers are the best advertising you can have

Make the most of customer feedback and turn complaints into positive reviews. When you have a customer-focused conversation, you are building a relationship with them, and this relationship can lead to repeat business and referrals. 

It’s important to remember that customers are individuals with different needs and expectations. By taking the time to get to know them and their concerns, you can cater your conversation to them specifically, making it more likely that they will have a positive experience. 

The key is to make your brand’s conversation one that customers enjoy and want to be part of. Happy customers love it.  

Discover how other brands succeed with Rakuten Viber for Business Solutions