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Retail

Розничная торговля

Роздрібна торгівля

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Revenues soar, costs and cart abandonment plummet thanks to Viber

Yespo

Founded in 2012, <a href="https://yespo.io">Yespo</a> (ex eSputnik) is a B2C omnichannel customer data platform that aims to help businesses streamline their marketing efforts. They empower brands to manage cross-channel campaigns and deliver the best personalized communications to eCommerce and retail businesses across Europe. Their customer-centric vision inspires them to constantly develop new features and best practices based on their customers’ needs to ensure their marketing campaigns drive the best results.

About Yespo

Yespo is a customer data platform that helps automate marketing for online businesses that want to leverage large volumes of data to communicate with customers over eight direct marketing channels. Yespo wanted to add Viber to their existing portfolio of channels to enhance their omnichannel capabilities and turned to Viber's trusted messaging partner Infobip. Adding Viber was necessary due to:<ul><li>Viber's high penetration and adoption rates in Yespo's target regions</li><li>Viber’s rich media capabilities that enable engaging, personalized messaging campaigns</li><li>Convenient messaging, easy implementation, and cost-efficiency thanks to Viber’s good compatibility with Yespo’s omnichannel flows</li></ul>

Background

<ul><li>Enhance the omnichannel features of Yespo’s platform</li><li>Increase the number of messages sent through Yespo’s CDP</li><li>Boost Yespo’s revenues</li><li>Expand the number of use cases for Yespo’s clients</li><li>Empower Yespo’s clients to target various audience segments with personalized messages over Viber</li></ul>

Goals

Infobip

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How implementing Viber integration has benefitted Yespo:<ul><li>17x more messages sent via Yespo platform</li><li>a 245% year-on-year growth in supplier interactions</li><li>a 4.5x more in revenue</li><li>Yespo’s clients consider Viber their #1 channel for repeat purchases.</li></ul>How implementing Viber integration has benefitted Yespo’s clients:<ul><li>2.5x more orders at half the operational costs: an international eCommerce marketplace, Shafa targeted specific customer segments with personalized Promotional Viber Business Messages containing links and dynamic content.</li><li>20% of total revenue coming from Viber users, 70% of that—thanks to reducing cart abandonment: superstore Auchan Ukraine sent Promotional Viber Business Message to customers who’d abandoned their carts.</li></ul>

Results

With Viber integration implemented to Yespo’s platform via Infobip, Yespo’s clients created messaging flows that used Transactional and Promotional Viber Business Messages to:<ul><li>push customized offers to existing customers</li><li>reduce cart abandonment</li><li>boost revenues</li><li>set up omnichannel cascade campaigns</li><li>deliver important and time-sensitive notifications</li></ul>

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Solutions

Increase in Yespo’s revenue

YoY interactions growth 

More messages sent via Yespo

More orders for Yespo’s client

Of total revenue from Viber users

Revenues from fixed cart abandonment

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Government

 Государственный сектор

Урядовий сектор

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Naled

The National Alliance for Local Economic Development (NALED)'s mission is the improvement of the business environment in Serbia by supporting economic reforms, with active engagement and cooperation from businesses, local governments and civil society organizations.NALED goals are:<ul><li>Improving the regulatory and institutional framework for doing business</li><li>Strengthening the capacities and responsibility of public administration</li><li>Improve the existing contact centre, enhancing its capabilities to support businesses</li></ul>The contact centre of republic inspections is financed by the European Bank for Reconstruction and Development (EBRD) and implemented by the Serbian Ministry of public administration and local-self-government (MPALSG) in partnership with NALED.

Challenges

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Helping to automate parts of a contact center through a Viber Chatbot 

In March 2021 the existing contact centre (established in March 2020) was upgraded to a Chatbot named IVA, within Viber - allowing MPALSG and NALED to automate parts of the contact centre.IVA came to Viber – a no-brainer, considering Viber has a dominant 90% MAU smartphone penetration in the Serbian market – allowing customers to communicate with contact centre using messaging rather than placing a phone call. This made for a much more convenient customer experience while expanding the capacity of the contact centre considerably without putting more demands on existing customer agents.IVA was promoted within Viber using high-impact ads on the Post Call/Chat/Calls and More screens to drive brand awareness without intruding on the user experience, with the aim to grow awareness and attract new subscribers.

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Ad impressions

Viewability

Daily reach

Chatbot subscribers following a 2 month paid media campaign

Requests processed by the chatbot

The National Alliance for Local Economic Development (NALED)

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Healthcare

Здравоохранение

Охорона здоров'я

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Happiness Tips

The Human Improvement Project funds and performs research with universities to determine which issues most impact well-being. Their mission was to educate users about the science of long-term well-being using an accessible and widely used technology platform.

Cutting edge research and tips focused on wellbeing, through a Viber Chatbot 

The Human Improvement Project’s “The Happiness Tips” Viber Chatbot helps users build better relationships with their loved ones, offering customized lessons to build emotional intelligence. Filled with the latest cutting-edge scientific tips to help deepen relationships, the bot is accompanied by a sticker pack translated in 9 different languages. Approximately 1.1 million users interact with the bot on a weekly basis.

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Solution

Sticker pack downloads

Bot subscribers

Bot messages sent

The Human Improvement Project’s “The Happiness Tips” Viber Chatbot helps users build better relationships with their loved ones, offering customized lessons to build emotional intelligence.&nbsp;

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Happiness

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Education

Образование

Освіта

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Worddio

Worddio offers an effective and engaging way to learn new words, helping people learn a foreign language faster by memorizing new words in the right way. They were seeking a global audience to share the in-depth studies of linguists, foreign language teaching specialists and teachers themselves.

Challenge

Teaching foreign languages with a Viber Chatbot

Using Viber, Worddio launched the Worddio Language chatbot marketing campaign and sticker packs, reaching millions of users globally. Users can test their knowledge in any of the 33 languages the Viber chatbot supports in an effective and engaging way, earning points and challenging themselves with tests and games. Upon downloading the Viber stickers users are automatically subscribed to the bot.

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Shipping

Доставка и грузоперевозки

Доставка та вантажоперевезення

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D Express

D Express is a technically forward-thinking express courier service based in Serbia. Employing 1,200 people and operating a network of distribution centers located in 21 cities across the country, it delivers over 65,000 parcels every single day to both business and consumer addresses all over Serbia.In 2018 D Express enlisted Viber to help improve its mobile marketing strategy and enhance its communication with its customers, with the aim of having parcel recipients stay up to speed with their deliveries.

This success story has been achieved in cooperation with

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Out of 300,000 D Express Business Messages delivered every month, 85% were delivered for the first time – an improvement of 15% compared to before they started using Viber. This enabled the business to provide a better quality of service, improving customer experience and building trust and loyalty within its customer base.Given that 81% of consumers say it is difficult to communicate with businesses, D Express’ results are a win for both the brand and its customers.

Helping a courier company communicate and converse with customers through Viber Business Messages


As the largest messaging app in D Express’ native country Serbia with a 82% market penetration, Viber was the obvious messenger marketing tool. Rather than bothering customers with phone calls, D Express turned to Viber Business Messages and conversations.The Viber conversational experience starts with the customer receiving an automated and personalized message updating them on details of their delivery. They can then reply to a Viber business account directly, for more information, redirecting the shipment etc. This empowers the customer – they have all the info to hand and they can reply at a time that is convenient.Because there is no waiting for a call operator to answer, customer response times can be improved. Customers enter a PIN code for delivery validation, and in case of an unsuccessful delivery attempt they will receive a notification summarising options available to them.

Messages delivered  every month

Delivery  rate

Improvement  in delivery rate 

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Sport

Спорт

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The Global Tennis Community is an online Viber Community focussed on tennis news from across the world, especially from the professional tour spearheaded by Australian entrepreneur and social media influencer Samuel Begg. Its reach extends to professional tennis players, industry insiders and fans both casual and hardcore alike.Thanks to its diverse range of content and accessible, fun approach, the Community is often ranked in the top trending Communities worldwide. The Global Tennis Community wanted to utilise Viber for Business solutions to manage and make the most from this continued growth.

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Despite the tennis world being disrupted by the pandemic, the Global Tennis Community on Viber enjoyed a very successful few months, expanding beyond its USA/Australia focus and boosting its popularity in the top 30 countries in which Viber operates.It achieved a cumulated social media audience of 183,000, and has seen constant exposure on the Viber Explore screen in France, UK, Ireland, USA and Australia since May 2020: its impressions on the Explore screen in that time totalled over 25.5 million, with a reach of over 12 million, an average CTR total of 6.85% and an average CTR unique of 8.23%.GTC also notched up more than 685,000 subscribers from all over the world on Viber alone, and has been promoted multiple times in the CEE region (with high-profile stars like Djokovic of Serbia and Tsitsipas of Greece), and APAC (especially in the Philippines).This led to the Global Tennis Community truly fulfilling its promise and reaching a global audience of tennis fans through Viber.

Building a global tennis community on Viber and harnessing the power of the messenger


Due to their engaging nature and fun visual nature, a Viber Stickers campaign helped to highlight the content, emphasise wins and great shots, while also automatically subscribing users to the Community.This was bolstered by other Viber content feed features or ideas like polls, live chats and giveaways to increase user engagement across territories.

Success stories

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