How to improve your customer engagement and increase sales with personalized messages

Viber etienne-dupont
Etienne Dupont
Senior Director of Global Sales & B2B Marketing at Rakuten Viber
How to improve your customer engagement and increase sales with personalized messages

Connecting people has always been at the heart of Viber. We believe in the power of conversation to bring people together, to connect people freely and securely. We’re focused on creating a messaging experience that’s fun, easy to use, and always on. So whether our users are catching up with friends, sharing a funny meme, or just want to say “Hi,” Viber is the go-to app for them. 

Only during the last year, people spent 3 billion hours in calls, sent 500 billion messages, and made 36 billion calls on Viber. Thanks to this growing audience reach and engagement, 8,500 brands worldwide rely on Viber Messaging solutions to communicate with their customers in more than 190 countries. We are constantly in touch with our business customers and messaging partners to get their feedback and continue developing new features and services that will make our messaging solutions even more valuable and user-friendly.

One of the learnings that we have been hearing about more often recently, especially since the start of the pandemic, is personalization

When it comes to marketing in 2022, personalization is vital. A one-size-fits-all approach just doesn’t cut it anymore. Consumers are savvier than ever, and they can see through generic marketing messages. But when you target them with messages specifically tailored to their interests and needs, they’re much more likely to respond. That’s because personalization creates a connection with the consumer, and it makes them feel like you’re speaking directly to them. And that’s what it takes to create real connections with your audience.

Discover how a multichannel retailer of household appliances Comfy reduced the number of users abandoning shopping carts on their platform with Viber Business Messages.

Personalized Viber Business Messages

Privacy vs. Personalization

What sets Viber apart is our commitment to security. We use end-to-end encryption to make sure all users conversations are private and protected. And we never store any of our users’ data on our servers.

How can Viber deliver personalized communication if it doesn't store any data? Viber is a channel that helps brands deliver personalized messages, but the content and creative of this communication are decided by a brand, not by Viber. 

How can brands create personalized experiences?

People crave personalization. And today, brands have more ways than ever to personalize their messages to customers. With so many options, it can be hard to know where to start. A CRM or CDP can help brands create personalized messages that resonate with customers. 

But first, any personalized communication needs to start from customer consent to receive such. Once a business has obtained that consent, the data collected about those customers can be used to create more relevant and personalized content. For example, you could use a CDP to determine a customer’s purchase history and then send them a message about a related product, or you could use their location history to let them know about a sale or event happening near them. 

What is the difference between a CRM and a CDP?

CRMs and CDPs are both essential tools for managing customer data, but they serve different purposes. 

A CRM is a customer relationship management tool that helps businesses organize and manage customer data and interactions across different channels. 

A CDP is a customer data platform that helps businesses collect, organize, and activate customer data for marketing purposes. 

A CRM is an excellent tool for managing customer data and interactions across different channels, but it doesn’t do a great job activating that data for marketing purposes. A CDP is a great tool for activating customer data for marketing purposes, but it doesn’t do a great job of managing customer data and interactions across different channels. 

What are the benefits of using personalized messages to engage with customers?

Here are four reasons why personalized messages improve business customer engagement and increase sales: 

1. Personalized messages create a connection. 

When customers feel like you’ve taken the time to get to know them and understand their unique needs, they’re more likely to feel a connection with your brand. And the more connected customers feel, the more likely they are to return to your business and recommend you to others. 

2. Personalized messages show that you care. 

In a world where it seems like everyone is too busy to pay attention, it’s refreshing for customers to receive a message that shows they’re cared for. Personalized messages demonstrate that you’re paying attention to what they want and need, and that you’re interested in building a relationship with them. 

3. Personalized messages increase conversions. 

According to studies, personalized messages can increase conversions by as much as 20%. When customers feel like you’re taking the time to understand their needs and wants, they’re more likely to trust your recommendations and be willing to invest in your products or services. 

4. Personalized messages create loyalty. 

Loyal customers are key to the success of any business. And one of the best ways to create loyalty is through personalized messages. When customers feel like you’re paying attention to them and that you truly care about their satisfaction, they’re more likely to stick with you long-term. 

So if you’re looking for a way to improve customer engagement and increase sales, personalized messages are a great way to start. By taking the time to get to know your customers and understand their needs, you can create a connection with them that will lead to increased conversions and loyalty.

How to use Viber Messaging Solutions for personalized communication

By connecting CRM or CDP to a messaging platform, and by leveraging Viber for Business API, you can send targeted and personalized messages to your customers on Viber. This will help to build closer relationships with your customers, leading to better engagement and increased sales. You can also use Viber for Business API to automate your marketing workflows. For example, you can use it to send automated messages to customers who have abandoned their carts, or to send targeted promotions to customers who have a high likelihood of buying. 

Viber offers brands a suite of messaging solutions tailored to the business's specific needs.

Depending on your type of business, you can use any or all types of Viber messaging solutions to personalize your communication with customers. Here are a few links to get you started:

There are many reasons why brands should be present on Viber. First and foremost, Viber is a widely used platform, with users in 190+ countries. This provides brands with a large audience to reach and connect with in a unique way. Brands can send transactional, promotional, and conversational messages and engage in one-on-one chats with their customers. This gives businesses the ability to build closer relationships with their customers, fostering loyalty and customer retention. 

With an innovative suite of marketing tools and a large user base, Viber is a powerful platform for brands to connect with their customers. Do not hesitate to reach out to us, if you want to learn more about our Business Messaging Solutions.