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Turning chats into brand love: Viber live from Manila

On June 30, Rakuten Viber led by its Chief Revenue Officer Cristina Constandache, Global Sales &amp; B2B Marketing Senior Director Etienne Dupont, and Senior Messaging Partnership Manager Berina Tanovic gathered at the iconic Blackbird in Makati City with local partners, brands, and members of the press to discuss how the communications platform is shaping the future of conversational commerce. They presented how c-commerce remains to become an important business and marketing tool in the post-pandemic world, especially in the Philippines, which is one of the app’s key growth markets in the Asia Pacific (APAC) region.&nbsp;The future of conversational commerce starts hereFor the past few years, brands both big and small have witnessed the phenomenal rise of <a href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">conversational commerce </a>or what they called c-commerce, particularly at the height of the lockdowns brought by the COVID-19 pandemic. Accessible and convenient, conversational commerce allows any brand to quickly respond to their customers’ needs in a way that’s more natural and personal. Now that borders and markets are opening up, it’s a good time to examine how consumers and businesses can continue to maximize the advantages of c-commerce.&nbsp;Based on the data collected from January to May 2022 versus the same period in 2021, Viber stressed that there has been a 123% growth in its conversational business messages, proving that business messages are emerging to become a vital fixture in business plans. In the Philippines, 51% of the top brands that are using Viber Business Messages come from finance, 27%—from retail, 10%—from hospitality and travel, 6%—from telecommunications and IT, 3%—from health and insurance, and another 3%—from logistics.At the same time, Cristina Constandache in her presentation underlined that Filipinos remain to be avid social media and app users, spending online through their mobile at an average of <a href="https://datareportal.com/reports/digital-2022-philippines" target="_blank" rel="noopener noreferrer nofollow">5 hours and 47 minutes</a>. But brands should also keep in mind that <a href="https://www.genesys.com/resources/state-of-cx-report" target="_blank" rel="noopener noreferrer nofollow">69% of APAC consumers</a> including Filipinos prefer using mobile <a href="https://www.forbusiness.viber.com/en/blog/post/improve-customer-service-with-viber-messaging-solutions/">messaging for customer service</a>. She also pointed out that <a href="https://www.braze.com/resources/reports-and-guides/2022-global-customer-engagement-review?utm_source=google&amp;utm_medium=paid-search&amp;utm_campaign=fy23-q2-emea-mea_tofu-customer-engagement&amp;gclid=CjwKCAjwk_WVBhBZEiwAUHQCmb9M3J4np3h52biXLnr0smOfM0GXo6KZPi-q57CBW5XJtGqrMQi-DBoCvs0QAvD_BwE" target="_blank" rel="noopener noreferrer nofollow">3.1X increase </a>in user lifetimes among APAC brands that engage customers via a mobile communication channel, allowing them to move customers down the funnel.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Cristina_Constandache_Chief_Revenue_Officer_at_Rakuten_Viber_3847497bef.JPG"><figcaption>Cristina Constandache, Chief Revenue Officer at Rakuten Viber</figcaption></figure>Viber for Business solutions for seamless brand-user communicationsA global leader in messaging communication that has become a go-to platform where people come to connect with family, friends, and colleagues—and this time, with brands too, Viber is offering a suite of business solutions for seamless brand-user communications. Etienne Dupont highlighted certain Viber solutions for <a href="https://www.forbusiness.viber.com/en/blog/post/connecting-with-your-audience-through-viber-at-all-steps-of-the-customer-journey/">each point in a marketing funnel</a>. Viber offers branded Stickers and <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">Lenses</a>, Viber Ads, Business Messages, Chatbots and Flash calls with Business calls that will be launched soon that help to build awareness, consideration, conversion and loyalty.&nbsp;He also emphasized the role and practical use cases of <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber messaging solutions</a> for brands in offering a more personalized interaction with customers in every touchpoint. <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a> can help brands manage bookings, orders, and deliveries, and even provide post-sales support and collect feedback. What’s even great about this c-commerce tool is that it allows two-way conversations and enhance their chats by allowing brands and users to exchange files, photos, and videos.&nbsp;Etienne Dupont also explained how <a href="https://www.forbusiness.viber.com/en/chatbots/">Chatbots </a>can benefit brands, especially now that 82% of consumers expect immediate response on their queries. With Chatbots that’s also offered by Viber, brands now can provide their customers with an elevated automated messaging service that’s available 24/7, offering more perks like opportunities to shop and pay for items right within a single app.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Etienne_Dupont_Global_Sales_and_B2_B_Marketing_Senior_Director_at_Rakuten_Viber_d29be2d6d7.JPG"><figcaption>Etienne Dupont, Global Sales &amp; B2B Marketing Senior Director at Rakuten Viber</figcaption></figure>How brands succeed with Viber for BusinessBerina Tanovic then presented success stories of brands that trusted Viber’s business solutions. One of these includes Philippine-based <a href="https://www.forbusiness.viber.com/en/success-stories/story/quadx/">QuadX </a>that specializes in digital logistics and e-commerce fulfillment and payments. Recently, they launched a new opportunity called ShippingCart Plus, for subscribers to have a chat with a Personal Account Manager via Viber’s conversational business messages. The messaging solution is provided by the trusted Viber partner Promotexter. Like a concierge, users can ask live agents for sale alerts, shopping advice, follow-up shipments, special handling, etc. This responds to the study that says&nbsp; <a href="https://www.podium.com/guides/2021-messaging-trends/" target="_blank" rel="noopener noreferrer nofollow">74% of customers</a> prefer messaging with businesses if a real person is responding. As a result, ShippingCart has 100% customer satisfaction.Another successful example is the <a href="https://www.forbusiness.viber.com/en/success-stories/story/primer/">Primer Group</a> of Companies which wanted to provide an alternative and safer avenue for customers to buy essentials during the pandemic. With the help of Viber’s official partner Infobip, they enabled online purchases with digital vouchers using codes with discounts sent through Viber Business Messages. The results were quite telling: the brand achieved a 53% code redemption conversion rate, and a 401% uptick in total sales.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Berina_Tanovic_Senior_Messaging_Partnership_Manager_at_Rakuten_Viber_82985e7128.JPG"><figcaption>Berina Tanovic, Senior Messaging Partnership Manager at Rakuten Viber</figcaption></figure>And the possibilities for brands and users are limitless, especially with Viber’s long-term vision to become a super-app, a single gateway to multiple services, as Cristina Constandache pointed out."Today people no longer want to use apps for different needs separately. On average, app users spend 77% of their time on their top 3 apps, and almost half of their time in one single app. People nowadays seek one gateway to many options in one place,—says Cristina Constandache, Chief Revenue Officer at Rakuten Viber.—Viber’s long-term goals for consumers and for brands form a single all-encompassing strategy of becoming a super-app: to maximize utility of the app for the user base, so that consumers could solve as many tasks as possible without leaving the comfort of the app—and to allow brands to reach their audience at each stage of the customer journey".

Learn how Viber is shaping the future of messaging and c-commerce from our event in the Philippines

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Viber live from Algeria: the business side of the popular app

Rakuten Viber, a global leader in cross-platform messaging and voice-based communication, shares insights about the industry trends and challenges, Viber for Business solutions, and the future of business communications and messaging.On May 30, 2022, Viber’s senior management came to Algiers, Algeria for their first media roundtable in the country to present the business offer of the popular app. To the media representatives in attendance, the Viber team shared the company’s perspective on a few key topics, such as the current trends and challenges in the industry, an introduction of <a href="https://www.forbusiness.viber.com/en/viber-for-business/">Viber for Business solutions </a>and their benefits for various industries and businesses, and the company’s objective to become a super-app.&nbsp;<h3 style="text-align:center;">A new era for consumer and brand communication</h3>Smartphone usage is on the rise and, with it, the amount of hours users spend on mobile. More importantly, over 95% of internet users access chat and messaging apps. Users expect to be able to solve more tasks without switching between different apps, they tend to use their favorite apps much more, and messengers are often among those favorites. Moreover, people want to have dialogues with brands in messaging apps: 74% of users prefer messaging with businesses if a real person is responding. In this mobile-first world, it is increasingly important for brands to be where their users are and leverage tools for <a href="https://www.forbusiness.viber.com/en/blog/post/messenger-marketing-top-business-trends-to-watch-in-2022/">effective mobile and messenger marketing</a>. Viber is well-placed to make the most of these trends: in Algeria alone, Viber facilitates over one billion calls, over twelve billion messages, and timeless connections between users and brands.<h3 style="text-align:center;">&nbsp;Viber for Business: core solutions for brand-user interaction</h3>From a business perspective, Viber offers advertising solutions (native ads, branded stickers and lenses), messaging solutions (chatbots, business messages), and calling solutions (business calls). All these tools help businesses to reach their customers at each stage of the customer journey: attract, interact, transact and stay in contact.&nbsp;<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Berina_Tanovic_Senior_Partnership_Manager_in_MENA_at_Rakuten_Viber_53092eb97b.jpg"><figcaption>Berina Tanovic, Senior Partnership Manager in MENA at Rakuten Viber</figcaption></figure>Today, more than 8,500 brands across the world rely on <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber business messaging solutions</a> to strengthen 1-to-1 communications with their customers. By focusing on both user expectations and brands’ business needs, last year, the company recorded:<ul><li style="text-align:justify;">A 20% global growth in the number of Viber Chatbots, where customers get automated replies to requests in real-time 24/7. Chatbots offer a mini-app experience for brands that want to offer their service on Viber in a native conversational way.</li><li style="text-align:justify;">A 55% growth in delivered <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a> in the world. The purpose of Viber Business Messages is to bring brands closer to customers via a single channel that has everything one needs for a fruitful interaction: from driving purchases via <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized promotional messages</a> to delivering important notifications via transactional messages and providing<a href="https://www.forbusiness.viber.com/en/blog/post/improve-customer-service-with-viber-messaging-solutions/"> around-sales customer support</a> via conversational messages.</li><li style="text-align:justify;">Business messaging is a trend Viber expects to keep growing globally, and in Algeria as well, where we recorded a 243% increase in delivered business messages for the last 6 months of 2021.</li></ul>To increase their visibility and attract new users, brands can also leverage <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Viber advertising</a> solutions. Native, non-intrusive Viber Ads with different targeting capabilities continue to gain popularity. Last year, the volume of ads impressions on Viber grew by 70%, showcasing the significant interest from advertisers across the world. Among the top-performing verticals worldwide: health and fitness, which grew by 90%, energy by 56%, and transportation by 51%. The app has also seen a spike in new advertising categories such as recruitment and local businesses, reflecting the pandemic’s influence on business and the job market.&nbsp;Recently launched, <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">branded Lenses</a> that help brands stay relevant for a Gen Z audience, and Viber Stickers are another creative tools to leverage visibility and engage with the brand’s existing and potential customers by using viral and interactive solutions.&nbsp;However, messaging and advertising solutions are not the only ways to connect users and brands. Later this year, Viber is planning two major launches: Commercial accounts on Viber will make brands searchable and arrive alongside a uniquely valuable service—Viber Business Calls. These two changes will enable a scenario where a user can find a brand within Viber, open their business page, and call or message them directly from the app.Moreover, both brands and users trust Viber thanks to its unwavering commitment to <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-signs-eu-code-of-conduct-to-ensure-safety-and-security-for-its-users/">security and privacy</a>. Security is incorporated in the DNA of the company with features like end-to-end encryption for private, group chats and private calls by default, IP whitelisting, HTTPS-only connections, and encryption in transit for business messages—to name a few.<h3 style="text-align:center;">An app of the future: Viber’s long-term vision</h3>"Today people no longer want to use apps for different needs separately. On average app users spend 77% of their time on their top 3 apps, and almost half of their time in one single app. People nowadays seek one gateway to many options in one place,—says Berina Tanovic, Senior Partnership Manager MENA at Rakuten Viber.—Viber’s long-term goals for consumers and for brands form a single all-encompassing strategy of becoming a super-app: to maximize utility of the app for the user base, so that consumers could solve as many tasks as possible without leaving the comfort of the app—and to allow brands to reach their audience at each stage of the customer journey".

All about Viber for Business solutions from the recent Viber media event in Algiers

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Improve customer service with Viber messaging solutions

Did you know that 73% of customers prefer messaging with businesses? If you're looking for a messaging solution for your business that has a focus on customer service, then you should definitely check out Viber. Viber is a great choice for medium and large businesses, and it offers a variety of features that can help you deliver an excellent customer service experience, <a href="https://www.forbusiness.viber.com/en/blog/post/staying-connected-with-your-customers-the-rising-importance-for-businesses/">stay in touch with your customers</a> and provide them with the support they need.Affordable and easy-to-use, Viber Business Messages lets you easily manage all of your customer service conversations in one place. This means that you can respond to customer queries quickly and efficiently, and you can also keep track of all your customer service interactions in one central location.<h2 style="text-align:justify;">A suite of tools to improve customer service: Viber Business Messages and Viber Chatbots</h2>Simply put, <a href="https://www.forbusiness.viber.com/en/blog/post/what-are-viber-business-messages/">Viber Business Messages</a> is a way for companies to communicate with their customers in real time via their <a href="https://www.forbusiness.viber.com/en/blog/post/why-are-official-accounts-in-messengers-so-important-for-your-company-s-reputation/">official Viber business account</a>. If your business is like most, you know that customer service is important. You also know that it can be a challenge to provide the best possible assistance. That's where Viber can help.There are three types of <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a>, and all fit well to customer service needs.<ul><li style="text-align:justify;">Conversational messages let you have a dialogue with your customers, and not just be a one-way communication</li><li style="text-align:justify;">Transactional messages keep your buyers updated about the status of their order, be it purchase, delivery or a bank transaction</li><li style="text-align:justify;">Promotional messages are a great way to keep your customers informed about product updates, special offers and promotions.</li></ul><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Different_types_of_Viber_Business_Messages_043d2ecacf.png"><figcaption>Different types of Viber Business Messages</figcaption></figure>A great thing about the use of Viber Business Messages for customer service is that you don’t need to limit them just to text. In fact, <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">messages that include rich media</a>, images or stickers tend to get better engagement and results.<a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Getting started with Viber Business Messages </a>is easy. An API is available, making it easy to connect and start conversations with your customers in no time.Viber Chatbots is another powerful tool to use in customer service. There are <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">many benefits of using Viber Chatbots</a> for companies, some of which include:&nbsp;<ul><li style="text-align:justify;">Customer service tasks automation, such as answering FAQs</li><li style="text-align:justify;">24/7 support: Viber chatbots can provide 24/7 customer service, which can be extremely beneficial for companies who want to offer excellent service</li><li style="text-align:justify;">Increasing sales by providing personalized recommendations and suggestions</li><li style="text-align:justify;">Improving customer engagement through a more interactive and immersive experience.</li></ul>It’s easy to create a Viber Chatbot and connect it to our API. Just follow <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">three simple steps</a> to create a chatbot yourself or with one of our partners.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_Viber_Chatbots_ffac8ee968.png"><figcaption>Examples of Viber Chatbots</figcaption></figure>Once you start using these solutions, you will quickly see that Viber is a powerful communication tool that lets you connect with your customers in a more personal and efficient way. You can quickly respond to user inquiries, resolve issues, and build better relationships with your customers, all ultimately resulting in better ROI and more sales.<h2 style="text-align:justify;">How Viber can help improve your business’ customer service</h2>Send and receive messages in real-time. With Viber, you can quickly respond to buyer inquiries. This means that your customers will get the information they need in a timely manner, and can avoid the frustration of waiting for a response. And if you are using Viber Chatbots, this can be a great way to offer 24/7 support and resolve issues even faster. There's no need to wait for a phone call or an email—the customers will hear from you right away.&nbsp;Track customer support requests. If a customer has an issue, you can use Viber to quickly resolve it. People will be happy with your service, and you can avoid the hassle of dealing with customer complaints. This transparency leads to increased customer satisfaction. But also, you can use this knowledge to share with other departments in your organization to help them improve the product or service, and the customer service messaging becomes another form of analytics.Create a knowledge base. By using Viber to communicate with your clients, you can be building a base of most frequently asked questions, thus having the answers ready when asked. Being able to provide quick answers leads to building better relationships with audiences. This way, you can create a loyal customer base that will be more likely to do business with you in the future.Personalize customer service. With Viber, businesses can provide a more personalized service. You can add a personal touch to your messages, and customers will appreciate the extra effort. If you are using a CDP, we encourage you to send messages based on <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">customer segment interests</a> or their steps in the purchase journey. It is easy to build such communication through Viber, and it makes the customer feel special thanks to the brand’s knowledge of their choices and preferences.Inform customers about what’s new. Viber can be used for increased engagement to start conversations with customers and to keep them updated on new products and services. It's easy to keep your users engaged with your brand. And it’s not just a one-way communication. You can always use <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversations on Viber</a> to collect feedback and ask your customers what they think about your new products and services.Train your customer service team quickly and efficiently. Viber Business Messaging Solutions are easy to use, so you can get your team up and running in no time. It’s all intuitive and doesn’t require special knowledge or major training.Automate your messages. When something can be automated, it should be! Your staff can focus on more difficult tasks that can’t be solved by a robot. There are many types of messages that can be automated, from FAQs like store hours to updates on the order status, or even the happy birthday messages.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Improving_customer_service_with_Viber_Business_Messages_and_Viber_Chatbots_e848b4bc01.png"><figcaption>Improving customer service with Viber Business Messages and Viber Chatbots</figcaption></figure><h2 style="text-align:justify;">Essential Tips to Master Communication With Customers in Real-Time</h2>By following these tips, you can use Viber to improve your business’ customer service and make it more efficient, engaging and fun.&nbsp;1. Keep it personal. Address your customers by name and use personal pronouns when appropriate. This will help create a more personal connection.2. Be responsive. Customers appreciate when businesses are responsive to their inquiries and concerns. Make sure to reply to messages in a timely manner. Instantly, when possible.3. Be clear and concise. When communicating with customers, make sure to be clear and concise. This will help avoid any confusion and ensure that your message is communicated effectively.4. Use rich media. Rich media, such as images, videos, and emojis, can help capture your customers’ attention and make your communication more engaging.5. Take advantage of Viber’s features and benefit from one-to-one, personalized messages. Explore a variety of <a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">benefits of Viber Business Messages</a>. You can add CTA buttons, attach files and send videos, keep interactive conversations from your verified official business account, collect data from the campaigns analytics, and more.&nbsp;There are <a href="https://www.forbusiness.viber.com/en/success-stories/">thousands of businesses</a> that have used Viber for Business solutions to improve their client service.For example, <a href="https://www.forbusiness.viber.com/en/success-stories/story/dexpress/">D Express</a>, an express courier service in Serbia, sent personalized delivery status updates using Viber business messages, and customers could reply to them directly to update the delivery schedule or redirect a shipment. It helped optimize the logistics and communication, while getting 300K messages delivered per month and improving delivery rate by 15%.Another business, the <a href="https://www.forbusiness.viber.com/en/success-stories/story/primer/">Primer Group of Companies</a> in the Philippines–which sells consumer goods from different brands–established its online presence for customers during the pandemic with Viber Business Messages, using it to send digital vouchers with codes for discounts. The result? Engaged customers with a 53% code redemption conversion rate and 401% increase in sales.<h2 style="text-align:justify;">Viber offers businesses a messaging solution that is reliable, fast, and easy to use</h2>If you’re not already using Viber for your business, you’re missing out on a powerful tool that can help you improve customer service and grow your business. Here’s why you should give Viber a try:<ul><li style="text-align:justify;">A rich set of features that are perfect for businesses</li></ul>With Viber, you can send text, voice, and video messages, as well as share photos, documents, and other files.&nbsp;<ul><li style="text-align:justify;">Trusted by businesses around the world</li></ul>Viber is used by businesses of all sizes in a variety of industries. And it’s not just big names that are using Viber – startups are finding success with Viber, too.<ul><li style="text-align:justify;">Viber Business Messages and Viber Chatbots are easy to set up and use</li></ul>You can get started with Viber Business Messaging Solutions really fast. And if you need help, <a href="mailto:messaging@forbusiness.viber.com">our team</a> is always available to answer your questions.&nbsp;<ul><li style="text-align:justify;">Messaging for customer service is affordable</li></ul>Viber is a cost-effective way to communicate with your customers and you get great value for your customer service budget.<ul><li style="text-align:justify;">Build engaging connections with your customers</li></ul>It is the most important reason, of course. With Viber, you can reach your customers wherever they are. While Viber is available on all major platforms, you can be sure that your messages will always get through even if there is no internet access: there is an sms fallback options for situations like that.&nbsp;Overall, Viber is an excellent choice and essential tool for businesses that are looking for a messaging solution with a focus on customer service. By staying in touch with clients and providing them with the information they need, businesses can create a better experience and build loyalty. If you’re ready to improve your customer service and grow your business, <a href="https://share.hsforms.com/12dJLE_P8S9SFBitFV8l1Fw4fpwx">get in touch with us today</a>.

Viber Business Messages and Viber Chatbots: advantages, how to use, and getting started

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Viber Business Solutions for Retailers: How to Increase Sales and Engagement

As a retailer, you are no doubt looking for ways to boost sales and attract new traffic, be it foot traffic or online visitors. With people spending more time on mobile devices than ever before, both traditional retailers and those running e-commerce stores have been increasingly using <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a>. The beauty of this marketing channel is that retailers can connect with their customers through personalized, one-on-one communication but at the same time reach audiences at scale.&nbsp;In this blog post, you’ll learn about:<ul><li style="text-align:justify;">3 types of Viber Business Messages that are best for retailers</li><li style="text-align:justify;">Key benefits of using Viber to engage your customers and boost sales</li><li style="text-align:justify;">How to open a Viber Business account</li></ul><h2 style="text-align:justify;">3 types of Viber Business Messages that are best for retailers</h2>TransactionalKeep your customers updated on their order status and do it in real-time. When a purchase is made online, a buyer will receive a confirmation message informing them that their order has been placed and is on its way. Transactional messages are sent automatically based on triggers when a user performs a certain action. You can set as many triggers as you like and keep your buyers updated <a href="https://www.forbusiness.viber.com/en/blog/post/connecting-with-your-audience-through-viber-at-all-steps-of-the-customer-journey/">throughout multiple steps of the purchase journey</a>.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_transactional_Viber_Business_Messages_96f6dfa130.png"><figcaption>Examples of transactional Viber Business Messages</figcaption></figure>PromotionalViber business messages are a great way to promote sales, new products, or special events. The messages are personal and can be customized to target specific groups of people—for example, those who live in a certain area or have made a purchase in the past. With Viber, retailers can send one-on-one messages as well as communicate with specific audience segments. For companies with a CDP or a CRM, Viber offers a powerful API that allows businesses <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">to send personalized messages</a> of any size and type tailored to each segment of the target audience, making it an ideal tool for retailers who want to reach a specific audience with their marketing messages.&nbsp;A prime example of using audience segmentation in tandem with personalized Viber business messages is <a href="https://www.forbusiness.viber.com/en/success-stories/story/quadx/">QuadX</a>, a retail logistics company that specializes in cross-border digital logistics and e-commerce payment processing. To communicate with their customers through the messaging app, QuadX works with <a href="https://promotexter.com/viber/">Promotexter</a>, Viber’s official messaging partner. QuadX’s ShippingCart service allows shoppers across the Philippines to receive orders from online vendors in North America and Europe. After launching their UK delivery service, QuadX wanted to increase the volume of purchases from the UK merchants; to achieve that, they segmented their audience and targeted those who had previously bought from the US sellers but hadn’t yet tried the UK shipping service. Quadx then targeted this specific audience with business messages on Viber, personalized by interests. Results? 25% of those who had shopped in the US and were reached via Viber made a purchase from the UK; 187% KPI achievement with UK transactions growth reaching 300% YoY.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_Promotional_Viber_Business_Messages_from_Quadex_and_COMFY_44449f3831.png"><figcaption>Examples of Promotional Viber Business Messages from Quadex and COMFY</figcaption></figure>Another fantastic example of how Viber Business Messages can benefit a retailer comes from <a href="https://www.forbusiness.viber.com/en/success-stories/story/comfy/">Comfy</a>, a major multichannel retailer of household appliances and electronics in Ukraine. Comfy used Viber Business Messages to combine immediate reach, rich media, and compelling CTAs linking to their website or targeted actions—and solve the cart abandonment issue. Working with Viber’s official messaging partner, <a href="https://www.gms-worldwide.com/enterprises/business-communications-suite/viber-business-messages/">Global Message Services</a>, Comfy achieved a 30% higher conversion rate than with SMS—and a 10% turnover increase.<a href="https://www.forbusiness.viber.com/en/success-stories/">Learn more about these and other Viber for Business case studies</a>ConversationalThe retail industry has been through a lot of changes in the past few years. With the growth of online shopping, brick-and-mortar stores have had to work harder than ever to keep up with the competition. But one area where they may have an advantage is in the realm of customer service. While online retailers have the benefit of being able to reach a larger audience, they often lack the personal touch that brick-and-mortar stores can provide. Conversely, a brick-and-mortar seller might wish to expand its audience. This is where Viber can prove invaluable for both traditional retailers and online stores. Because Viber is a messaging app that allows businesses to communicate in a more personal way, it can help retailers connect with their audiences, provide them with customer service, and <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">launch two-way conversations</a>, ultimately leading to increased sales, processes optimization, and improved customer relations.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Conversational_Viber_Business_Messages_0f2257f430.png"><figcaption>Conversational Viber Business Messages</figcaption></figure>Conversational messages are a powerful yet versatile tool capable of achieving multiple objectives. An excellent example of application comes from <a href="https://www.forbusiness.viber.com/en/success-stories/story/dexpress/">D Express</a>, an express courier service in Serbia. They sent personalized delivery status updates using Viber Business Messages—but rather than just being a one-sided tool to inform, these messages also empowered customers giving them more control over the shipment process and communication with the brand: customers could reply directly to them to update the delivery schedule or redirect a shipment. It helped optimize both the logistics and communication, while getting 300K messages delivered and improving delivery rate by 15%.<a href="https://www.forbusiness.viber.com/en/business-messages/">Learn more about the types of Viber Business Messages</a><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Example_of_Conversational_Viber_Business_Messages_from_D_Express_7593af1ba8.png"><figcaption>&nbsp; Example of Conversational Viber Business Messages from D Express</figcaption></figure><h2 style="text-align:justify;">Key benefits of using Viber to engage your customers and boost sales</h2>If you’re in retail or e-commerce, you know the importance of customer service and how it can make or break your business. In today's fast-paced environment, people expect quick responses to their inquiries and problems. Because of Viber’s popularity, with over 1 billion people using it worldwide, and the convenience of having so many features available for people within one app, it is a natural choice for retailers to engage with customers through Viber for all types of messages.Here are some of the <a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">benefits</a> for your retail or e-commerce business:1. Security and reliabilityFor users, Viber offers end-to-end encryption, and for businesses—encryption in transit so you can be sure that your <a href="https://www.forbusiness.viber.com/en/blog/post/how-brands-can-find-the-most-secure-messaging-app-for-business-use/">messages are always secure</a>. With Viber Business Messages, retailers and e-tailers can communicate with customers in a secure and reliable way, ensuring that sensitive information is never compromised. Viber does not store messages on servers and uses only a secure HTTPS connection–all designed for safe communication between brands and users. At the same time, users can easily check whether the brand that is sending business messages is verified–official business accounts have a "blue tick" near their name, and official business profiles may include information about the brand, logo, address and phone number. In addition, Viber Business Solutions is highly scalable and able to support large numbers of messages and users without any slowdown. This makes it the perfect platform for retailers who need to communicate with a large number of customers on a daily basis.2. Quick responses to customersIn the 21st century, speed is everything, and quick, immediate responses are key to company success. With Viber, you can quickly reply to customers’ inquiries and address their concerns.By increasing customer satisfaction through fast and helpful responses, you get repeat business and positive word-of-mouth. Plus, <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">Viber's rich media capabilities</a> allow you to send photos, videos, and other types of content to customers, making it easier and faster to solve their issues. And with Viber's advanced tech, you can automate responses to common questions.Here are some ideas for the messages that can be automated:<ul><li style="text-align:justify;">Greet a new buyer with a “welcome” message and exploitation tips for newly bought products</li><li style="text-align:justify;">Send a “thank you” message after they make a purchase</li><li style="text-align:justify;">Follow up with those who abandon their shopping carts to remind them to complete their purchase</li><li style="text-align:justify;">Inform about your latest products and promotions</li><li style="text-align:justify;">Send automated messages based on the customers’ interactions with your store</li></ul>3. Improved customer retentionViber offers a number of features that can help retailers improve retention. For example, you can remind them to finish their purchase and reduce cart abandonment by sending personalized discounts on added or saved products, and prevent them from going to a competitor. You can also use <a href="https://www.forbusiness.viber.com/en/blog/post/what-are-viber-business-messages/">Viber Business Messages</a> to send special offers and customized discounts to your most loyal customers. This will keep them engaged with your brand and encourage them to make repeat purchases.4. More efficient customer serviceBy having all of your customer service communications in one place, you can save time and be more organized. Reach out to your audiences directly through their Viber app. This way, you can provide them with the information they need, <a href="https://www.forbusiness.viber.com/en/blog/post/staying-connected-with-your-customers-the-rising-importance-for-businesses/">when they need it</a>, without having to wait on hold or go through a call center. Plus, Viber Business Messages is a more cost-effective solution for your business since for promotional and transactional messages you only pay for the messages delivered, and for conversational messages–per sessions.5. Maximize the use of first-party dataAs a retailer, you have a wealth of first-party data at your disposal. This data can be used to create highly <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized and targeted marketing campaigns</a> that will resonate with your customers.With Viber, you can reach your audiences where they are already spending a significant amount of time–on their mobile phones. Viber’s rich media capabilities allow you to create engaging and visually appealing messages that will capture your customers’ attention.Best of all, you can send messages targeted by segments defined by you, so you can be sure you are connecting with the right people, the right message, at the right time, and on the right device.<h2 style="text-align:justify;">How to open a Viber Business account</h2>Setting up a Viber business account is quick and easy, and can be done in just a few steps.Step 1. Choose a messaging partner for your business.Step 2. Create and register your own Viber Business account.Step 3. Receive an official “blue tick” approval from Viber and start benefiting from Viber for Business.<a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Read more about starting an official Viber Business account</a>Overall, Viber messages offer a number of benefits for retailers. They are a quick and easy way to communicate with customers, and they can help build relationships and loyalty, increase sales, and encourage repeat business.<a href="mailto:messaging@forbusiness.viber.com">Contact our onboarding team today to learn more and to get started</a>

Viber business messages for retailers. Types of messages, key benefits, and how to get started

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Messenger Marketing: Top Business Trends To Watch in 2022

As the world becomes more and more digital, businesses are turning to mobile and messenger marketing because it allows them to have direct, one-on-one conversations with their audiences and build relationships that can’t be built using other marketing channels. Simply put, it's a great way to connect with customers. As a brand, you can offer them transactional updates, promotional messages (discounts, special offers), and conversations that are great to provide around-sales customer support. This can be done in a number of ways, including sending personalised one-on-one messages, broadcasting messages to groups of segments, and creating automated message sequences.&nbsp;<a href="https://www.forbusiness.viber.com/en/business-messages/">Learn more about the types of Viber business messages.</a>&nbsp;Here are the top 5 key messaging trends for businesses to follow in 2022.Trend 1. Increased Personalization.With consumers shifting between screens multiple times a day and interacting with many brands, it’s becoming more difficult for businesses to stand out. As messaging apps become more popular, businesses are starting to see the value in personalizing their messages to their target audience and creating a more intimate connection. For companies who own a CDP or a CRM, this is the perfect time to<a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/"> leverage that data to create laser-targeted messages</a>, sending content that is relevant to the recipient and their interests.Trend 2. More Visual Content.With the rise of platforms like Instagram and Snapchat, people are becoming more accustomed to consuming visual content. This trend is starting to carry over into messenger marketing, with businesses using more visuals in their messages to capture attention. At Viber, we have seen great results when brands use emojis, images and <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">videos in their business messages</a>, as well as create <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">AR Viber Lenses</a> and <a href="https://www.forbusiness.viber.com/en/success-stories/story/raiffeisen-bank/">branded Viber stickers</a>.From quizzes and polls to games and augmented reality experiences, in 2022 there are so many possibilities for brands to produce content to capture attention and keep audiences engaged. Such types of content is great to collect interaction metrics that can be used to create more effective creative in the future.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_Viber_Business_Messages_Stickers_and_Viber_Lenses_ca9836fa7b.png"><figcaption>Examples of Viber Business Messages, Stickers and Viber Lenses</figcaption></figure>Trend 3. Increased Focus on Engagement.Unlike traditional marketing, messaging is a two-way conversation, and businesses are starting to see the value in using mobile messaging to truly engage and connect with their customers through a conversation, rather than just sending one-way messages. In order to create that engagement and build a connection, businesses need to create messages that are relevant and interesting. Brands also need to be responsive and available to answer any questions that customers may have. By focusing on engagement, companies can create a more personal connection with their consumers, and this in turn can lead to higher satisfaction and loyalty.<a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">Conversation, not Monologue</a>&nbsp;Trend 4. Increased Automation.As more people use messaging apps, companies are starting to see the <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">increased value in using bots </a>or other automated means without the need for manual input. Such messages can be used for a variety of purposes, including appointment reminders, shipping updates, and more. This can free up time so managers and marketers can focus on other aspects of their business.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Engaging_Viber_Business_Messages_and_Viber_Chatbots_3ef891092b.png"><figcaption>Engaging Viber Business Messages and Viber Chatbots</figcaption></figure>Trend 5. Orchestration at its best.Analytics has become a must-have feature for every marketer. In 2022, companies are measuring not just open rates, CTR, and conversions, but also adding more sophisticated metrics and evaluating the efficiency of their campaigns on a granular level.There are a few reasons why using messenger apps to connect with your customers grows in popularity and is a big trend in 2022.The first one is reach. There are now more people using messaging apps than ever before. Over three billion people have used messaging apps in 2021, and <a href="https://www.emarketer.com/content/sizing-mobile-messaging-app-opportunity-marketers" target="_blank" rel="noopener noreferrer nofollow">more than 75%</a> of internet users worldwide are expected to use one monthly by 2024. You can reach a large audience with relatively little effort. People are more likely to check their messenger app than their email inbox, and this means you can communicate with more people than using the traditional methods.Second, the time of engagement has been increasing over the years. The latest <a href="https://hootsuite.widen.net/s/nx7kvjjjr6" target="_blank" rel="noopener noreferrer nofollow">Digital 2022 report says</a> that now people are spending even more time on messaging apps than they are on social media.&nbsp;Third, the quality of engagement is outstanding. Because of an ability to communicate with your customers one-on-one and with content targeted to their interests, it is no wonder why the leading marketers use messenger apps to boost sales.&nbsp;<a href="https://www.forbusiness.viber.com/en/success-stories/">See the success stories and case studies of how companies used Viber Business Messages to take their marketing to the next level.</a>&nbsp;Here is a list of some of the marketing activities that brands do on Viber:<ul><li style="text-align:justify;">Offer discounts and special offers</li><li style="text-align:justify;">Run native and non-intrusive ads</li><li style="text-align:justify;">Upsell and cross-sell products through the chat interface</li><li style="text-align:justify;">Run competitions, quizzes, and polls to get customers' attention</li><li style="text-align:justify;">Engage with people via stickers and creative branded lenses</li><li style="text-align:justify;">Collect leads and follow up with customers</li><li style="text-align:justify;">Provide automated 24/7 customer support</li><li style="text-align:justify;">Help with purchase and delivery issues in real time</li><li style="text-align:justify;">Offer loyalty and reward programs</li><li style="text-align:justify;">Announce new products or special offers</li><li style="text-align:justify;">Engage into 360 marketing campaigns and drive traffic to your chatbot, channel or website</li></ul><a href="https://www.pedowitzgroup.com/26-statistics-on-why-you-should-consider-omni-channel-marketing/">Recent studies</a> show that 90% of customers expect consistent interactions with brands across channels.&nbsp;What’s next: From Chatbots to Conversational AI and immersive experiencesAt Viber, we have been at the forefront of <a href="https://www.forbusiness.viber.com/en/blog/post/vibers-10th-anniversary/">messenger innovation for over 10 years</a>. We were the first messenger to launch business messages, and we are now focusing on <a href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">Conversational Commerce</a>. There are a number of trends that are emerging in the world of messenger marketing. In addition to the top 5 trends listed above, we suggest keeping an eye out for the following:<ol><li style="text-align:justify;">Using AI to send personalized messages: With the help of AI, businesses will be able to send highly personalized messages to their customers. This will help to increase engagement and conversions.</li><li style="text-align:justify;">Integrating messenger marketing with other media channels: <a href="https://www.forbusiness.viber.com/en/blog/post/mobile-marketing-strategy-101/">Messenger marketing</a> will be used in conjunction with other channels, such as email and social media. This will help to amplify the brand’s marketing efforts and reach a wider audience.</li><li style="text-align:justify;">Augmented Reality (AR) and Virtual Reality (VR): Messaging apps will be used in conjunction with AR and VR to create immersive experiences for customers. This will help increase engagement and conversions even further.</li></ol>How to Make Messaging Work for Your BusinessIf you're like most business owners, you're always looking for new ways to reach and engage your target audience. And with the rise of messaging, there's no better time to start using this powerful tool to connect with your customers and grow your business today. If you're looking for <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">how to open a Viber Business account</a> and start engaging your customers through messenger marketing, you've come to the right place. <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">This guide</a> will show you everything you need to know to get started, from setting up your account to creating your first campaign.&nbsp;At Viber, we are often asked how businesses can make the most of their efforts. <a href="https://www.forbusiness.viber.com/en/">Browse our website</a>, <a href="https://www.forbusiness.viber.com/en/blog/">blog</a> and <a href="https://www.forbusiness.viber.com/en/success-stories/">case studies</a> for inspiration, but here are a few key things to keep in mind for the best results.<ul><li style="text-align:justify;">Send timely and relevant messages</li></ul>One of the best things about messenger marketing is that you can use it to send messages to the right audience and at the right time. For example, if you're running a sale or promotion, you can let your customers know about it and get them to take advantage of it.<ul><li style="text-align:justify;">Create messages that are personal and relevant</li></ul>Remember, the goal is to build relationships with your contacts, so your messages should be designed to start a conversation.<ul><li style="text-align:justify;">Employ messaging to segment your audience</li></ul>This means that you can send different messages to different groups of people based on their interests, needs, and preferences. This is a great way to maximize your first-party data and ensure that your messages are relevant and that they're getting to the right people.<ul><li style="text-align:justify;">Nurture your leads&nbsp;</li></ul>If you have a list of leads, you can use business messages to nurture them and turn them into customers. All you need to do is send them creative that will help them move down the sales funnel.<ul><li style="text-align:justify;">Build relationships</li></ul>Remember, because it's a two-way medium, not only can you send messages to your customers but also receive feedback from them. This gives you the perfect opportunity to engage in conversations, answer their questions, and build relationships.Finally, don't be afraid to experiment. Using messenger apps for marketing is still a relatively new field, so there's no one-size-fits-all approach. Try different techniques and see what works best for your business.Do not hesitate to <a href="https://mail.google.com/mail/u/0/?fs=1&amp;tf=cm&amp;source=mailto&amp;to=messaging@forbusiness.viber.com">contact us</a> to learn how messenger marketing tools like Viber can benefit your business.

Mobile messaging marketing trends 2022: personalization, visual content, engagement, and more

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Rakuten Viber signs EU Code of Conduct to ensure safety and security for its users

Rakuten Viber signs the EU Code of Conduct in Brussels, Belgium, further cementing its commitment to building a safe and secure messaging platform.BRUSSELS. May 10, 2022 - <a href="https://www.viber.com/">Rakuten Viber</a>, a global leader in private and secure messaging and voice-based communication, is signing the EU Code of Conduct in its commitment to prevent and counter the spread of hate speech online in the EU. On May 10, 2022, Idit Arad, Rakuten Viber’s General Counsel – who serves as the company's "privacy guardian" – joins the head of the EU Commission for Justice, Consumers &amp; Gender Equality, Didier Reynders, in Brussels to sign the agreement.Rakuten Viber connects people from all around the world, through secure one-on-one conversations, groups, and Channels on its platform. It continues to be one of the most popular messaging apps in the Central and Eastern European region with 76% of smartphone penetration. As Viber continues to expand its features and create new ways for its users to communicate with each other, the company is committed to building a <a href="https://www.forbusiness.viber.com/en/blog/post/how-brands-can-find-the-most-secure-messaging-app-for-business-use/">secure messaging platform</a>. Viber will ensure its users feel safe no matter how they are communicating.The signing is taking place in Brussels, Belgium, on May 10. Viber will work with the EU Commission for Justice, Consumers &amp; Gender Equality, as well as trusted Non-Governmental Organizations (NGOs) to monitor, analyze, and remove hateful speech on its communication platform.&nbsp;NGOs involved in the code of conduct include Spanish Observatory on Racism and Xenophobia (OBERAXE) in Spain, Ligue Internationale Contre le Racisme et l’Antisémitisme (LICRA) in France, Centro Studi Regis in Italy, National LGBT Rights Oganisation (LGL) in Lithuania, and many others all across Europe. Viber is implementing the necessary tools to help trusted NGOs report hateful comments. It will have a dedicated form on its platform specifically for the NGOs and authorities in order to streamline their process and ensure Viber can take action and remove the content in the quickest way possible. By working together with the NGOs, Viber can make sure every experience on the platform is a positive one by protecting against the spread of illegal hate speech.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Code_of_Conduct_1_a0471aad26.jpg"><figcaption>Idit Arad, Rakuten Viber’s General Counsel, and Didier Reynders, Head of the EU Commission for Justice, Consumers &amp; Gender Equality</figcaption></figure>Viber has dedicated resources to train and support its content moderation teams, who will make assessments of the hateful content and take the necessary steps to remove it. To provide a better understanding of the tools available, Viber will also be reaching out to the NGOs to provide training as well as online explanations.&nbsp;The feature that will benefit the most from the Code of Conduct signing is the Viber Channels. People from around the world can subscribe to Channels to discover the latest news, take polls and quizzes, and gain access to exclusive content. They also enable a public forum for conversation and this Code of Conduct will ensure the right measures are in place to monitor the content. If hateful content is shared, the message can be flagged by one of the participating NGOs or other users, and the moderation team will be able to review it.&nbsp;In the latest Code of Conduct evaluation monitoring round, in 81% of the cases, the notifications were assessed in less than 24 hours and action was taken where necessary. Viber also intends to remove the reported hate speech within 24 hours. The Code of Conduct has resulted in positive changes to many online platforms.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Code_of_Conduct_2_445fb49c40.jpg"><figcaption>Didier Reynders and Idit Arad in Brussels, Belgium</figcaption></figure>“Viber has always been committed to the <a href="https://www.forbusiness.viber.com/en/privacy/">privacy and safety</a> of its users. With this recent signing, we can drive this point forward even further,” says Idit Arad, General Counsel for Rakuten Viber. “Viber’s extensive list of privacy features, like end-to-end encryption, disappearing messages, and hidden chats give our users enhanced privacy when exchanging personal messages. Now, in our open communication features like our Channels, Viber users can get involved knowing we have their best interests at heart.”In addition to combating hate speech within the platform, Rakuten Viber strives to fight against other unethical behavior and to prevent additional illegal activities like trafficking, bootlegging, scamming, and more.

In signing the EU Code of Conduct, Viber continues its commitment to providing secure messaging

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Connecting with your audience through Viber at all steps of the customer journey

In a digital world, the customer’s path to purchase is no longer linear. Instead, people move back and forth across multiple channels, devices, and touchpoints, before finally converting. The customer journey is constantly evolving.This new path to purchase is complex and can be difficult to track and understand. However, it’s important for marketers to try to map out the marketing journey and identify the key touchpoints that influence purchase decisions.There are a few key ways that the customer journey is changing in the digital world:<ul><li>First, buyers are now more likely to start their journey on a mobile device. This is because people are increasingly using their smartphones for everything from entertainment to research to shopping.&nbsp;</li><li>Second, customers are more likely to move back and forth between different channels during their journey. They may start on a mobile device, but then switch to a desktop computer to do more research. Or, they may see an ad on TV and then go to a website to learn more.</li><li>Third, people are interacting with more touchpoints than ever before. In addition to websites and apps, they’re also interacting with social media, chatbots, and voice assistants.</li></ul>In our hyper-connected world, businesses need to be where their audiences are — and that means being on Viber. With over 1 billion users worldwide, Viber is one of the most popular messaging apps. And it’s not just for personal use — <a href="https://www.forbusiness.viber.com/en/viber-for-business/">Viber for Business solutions</a> let brands connect with their audiences in a variety of ways, from native ads and creative stickers to bots, channels and one-to-one business messages.Viber offers a number of features that make it ideal for businesses of all sizes, from small businesses to enterprise companies. <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a> are especially effective for retailers, e-commerce, banks, logistics and medical companies while <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Viber Advertising Solutions</a> are highly recommended to all brands. Connecting with customers in a new way doesn’t have to be complicated or expensive.Here are four ways businesses can use Viber to connect with their audiences at all stages of the customer journey:1. Reach new audiences.Viber has a number of ways to connect with new audiences. With Viber Ads, businesses can target ads to specific groups of users based on age, gender, location, and interests. And while Viber Business Messages are for brands that have their own customer data (existing and potential clients), brands can share news, product updates, and special offers to inform their audiences about new features or activities, thus building awareness. Also, co-promotions with other brands have proven to be successful in using Viber to reach more people.2. Engage with your customers.Viber lets businesses engage with their audiences in a variety of ways. With one-to-one business messages, brands can reach out to individual customers with <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized messages</a>. And by using rich media capabilities, marketers can share photos, videos, emojis with their audiences to engage them in a more visually appealing way. Creative Viber Stickers and Branded Lenses are another great tool to increase visibility and engage with your existing and potential customers by using viral and interactive solutions. Also, Viber Chatbots will help your brand to identify new and existing audience segments on Viber to engage the discussion on your bot and target them with custom offers.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Mockups_06_55f127f9fb.png"><figcaption>Viber Ads, Viber Lenses and Viber Business Messages&nbsp;&nbsp;</figcaption></figure>3. Support your buyers.With Viber Business Messages, companies can easily send transactional messages, such as appointment reminders or shipping updates, as well as to provide real-time customer support via <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversational capabilities</a>. And with <a href="https://www.forbusiness.viber.com/en/blog/post/4-ways-to-boost-customer-loyalty-through-conversational-ui/">Viber Chatbots</a>, brands can answer customer questions, provide information, operate services such as booking a hotel room or ordering a pizza, and even sell products.&nbsp;4. Measure your success.Track key metrics, such as messages sent, messages delivered, viewability and CTR, and generate detailed reports that help track your performance over time.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Mockups_05_91cdaf7e3a.png"><figcaption>&nbsp;Viber Business Messages and Viber Chatbots</figcaption></figure>If you are more accustomed to a traditional marketing definition of a customer journey, then you are probably thinking of the steps your buyers take to go from being unaware of your brand to becoming loyal customers. But as times and technology change, so do the ways people discover and connect with brands. Viber can be a great way to <a href="https://www.forbusiness.viber.com/en/blog/post/staying-connected-with-your-customers-the-rising-importance-for-businesses/">connect with your audience</a> at all steps, from discovery through conversion. Let’s look at Viber’s role in the textbook definition of a path to purchase.AwarenessUse Viber to reach out to potential customers who may not be aware of your brand. You can do this through Viber Ads or by using chatbot marketing.ConsiderationOnce someone is aware of your brand, it’s time to get them interested in what you have to offer. Use Viber Chatbots and Viber Business Messages that can also help you run competitions or giveaways.DecisionNow it’s time to get people to take the plunge and buy from you. Use Viber Business Messages and Chatbots to offer exclusive deals and discounts. You can also use Viber to upsell and cross-sell products.LoyaltyOnce someone has bought from you, it’s important to keep them as a customer. Use Viber to send out loyalty coupons and rewards. You can also use business messages and chatbots to ask for feedback, reviews and provide automated or real-time customer support when they need you.In conclusionBy using Viber to connect with your audience at all stages of the customer journey, you can ensure that you’re always providing the best possible experience for your customers. From awareness to the possibility of two-way communication and conversion, Viber allows businesses to engage with their customers in a unique way.&nbsp;As we continue to move into the digital world, the customer journey is constantly changing. It's important for companies to stay ahead of the curve and understand how their audiences are interacting with their brand. By understanding the customer journey, businesses can provide a better overall experience and create loyalty among their consumer base.&nbsp;Attract new clients, increase engagement, and measure the success of your marketing campaigns. Viber is an affordable and effective tool that can help your businesses reach their goals. If you’re not using Viber to connect with your audience, <a href="https://share.hsforms.com/12dJLE_P8S9SFBitFV8l1Fw4fpwx">now is the time to start</a>.

Reach your audience at all steps through Viber Business Messages and Viber Advertising Solutions

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What are Viber Business Messages?

Viber is a free messaging and calling app that allows people to connect with each other no matter where they are.&nbsp;It is one of the most popular messaging apps in the world with over 1 billion registered users, and offers a variety of features, including text messaging, voice and video calling, group chat, sticker packs, and more. Businesses can benefit from using Viber to communicate with customers by sending promotional messages, notifying about important updates, answering customer queries, and providing support.There are three types of <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages:</a><ul><li style="text-align:justify;">Transactional</li></ul>Transactional messages are a great way to keep your customers informed about their purchases. Also, by sending them a message through Viber, you can let them know when their order has shipped, when it will arrive, and any other important information about their purchase. Same way, you can also send them appointment reminders, flight change alerts and other important notifications. Plus, Viber messages are delivered right to your customer's phone, so they can always stay up-to-date on their order.<ul><li style="text-align:justify;">Conversational</li></ul>With Viber Business Messages, you can have one-on-one conversations with your customers, just like you would with a friend or family member.&nbsp;You can ask your customers questions, get feedback, or just chat. If you're looking for a way to reach out to your audience on a more personal level, Viber is the perfect solution.&nbsp;<a href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">Learn more about Conversational Commerce</a><ul><li style="text-align:justify;">Promotional</li></ul>Promote your business and keep your customers engaged by sending specials, coupons, discounts, and other offers. You can reach more shoppers, and with more <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized messages</a>. Mobile messaging is a great way to engage with your audience. People are more likely to read and open a message on their phone than an email.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Different_Viber_Business_Messages_3d8950937c.png"><figcaption>Different Viber Business Messages</figcaption></figure>How to Open a Viber Business Account?<a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Getting started</a> with Viber Business Messages is easy.<ol><li style="text-align:justify;">Choose a messaging partner. The very first step is to choose a messaging partner, a company that provides the infrastructure and support for Viber Business Messages. A partner will help you set up your account, create your company profile, and once all is set and done, they will be the ones ensuring the delivery of your messages. <a href="https://www.forbusiness.viber.com/en/messaging-partners/">See a list of official Viber messaging partners.</a></li><li style="text-align:justify;">Register and create a Viber Business Account. Then, you need to register and create a Viber Business Account. Your messaging partner will help you in this process. When registering an account, you will include your company name, logo, and a description of your business that will be displayed on you business profile.</li><li style="text-align:justify;">Receive a “blue tick” and an official Viber business account. Viber will verify and confirm your brand’s eligibility and once the procedure is done, you will receive a blue tick that proves your account is official. You can now start sending Viber Business Messages to your customers!</li></ol><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Top_Benefits_of_Viber_messaging_for_businesses_15_4fa8526a52.png"><figcaption>Official Viber business account</figcaption></figure>A powerful tool that can help businesses reach their customers more effectively, Viber Business Messages are now a part of an overall <a href="https://www.forbusiness.viber.com/en/blog/post/mobile-marketing-strategy-101/">marketing and communication strategy</a> of more than 8500 companies worldwide. We have been helping these businesses connect with their customers on a more personal level, fostering better relationships and ultimately leading to more sales.The Benefits of Viber Business MessagesThe best proof that mobile messaging works is the success of our clients. Browse our website for<a href="https://www.forbusiness.viber.com/en/viber-for-business/"> inspiration </a>and see <a href="https://www.forbusiness.viber.com/en/success-stories/">case studies</a> that we hope will help you in your own marketing strategy.Viber has <a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">a lot of advantages</a> that make it ideal for marketing purposes, including:<ul><li style="text-align:justify;">Reach. Viber has over 1 billion registered users, making it one of the most popular messaging apps in the world. This means that most likely your customers are on Viber, and this gives your business a reliable channel for one-to-one marketing messages.</li><li style="text-align:justify;">High engagement. Viber users are highly engaged, with 3 million of them being active on the app every single minute. This means that your marketing messages are more likely to be seen and read by your customers within the same day.</li><li style="text-align:justify;">Rich media support. Viber allows you to send rich media messages, such as images, videos, and files. This makes it easy to create engaging and informative marketing content that will capture the attention of your target audience.</li><li style="text-align:justify;">Customizable messages. Modify your messages with a variety of features, including opportunity to make it personal, the ability to add a call-to-action button, links, emojis. This allows you to create messages that are truly unique and will stand out from the competition.</li><li style="text-align:justify;">Analytics. Viber provides detailed analytics of your marketing campaigns, including the number of messages sent and delivered. This allows you to track your success and optimize your campaigns for better results.</li></ul><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Top_Benefits_of_Viber_messaging_for_businesses_14_d81c5eb623.png"><figcaption>Personalized Viber Business Messages</figcaption></figure>For marketers using a CDP (customer data platform), Viber provides an easy way to integrate with your existing marketing stack with Viber Business API and leverage your customer data for <a href="https://www.forbusiness.viber.com/en/blog/post/the-do-s-and-don-ts-of-mass-messenger-marketing/">more targeted and personalized messages</a>. If you use a CRM, you can also easily integrate it with Viber to create a seamless customer experience. This allows you to reach your target audience more effectively and efficiently. Personalized, data-driven marketing is one of the most effective ways to connect with your target audience and continue to grow your business. If you're looking for a new way to reach out to your target market, mobile business messaging is a great option to consider. With its large user base, high engagement, and rich media support, Viber offers many advantages for marketing purposes.&nbsp;<a href="https://b2b.viber.com/newsletter-opt-in">Sign up for our newsletter </a>to stay up-to-date on mobile marketing trends, case studies, data-driven marketing, and other topics that are relevant to marketers in 2022.Some of the most frequent uses of business messages as shared by brands to make the most of Viber Business Messages:Send updates to your customers. For example, business messages can help your customers track and manage their deliveries, receive purchase receipts, order confirmations, laboratory results, reminders for appointments and more.&nbsp;&nbsp;&nbsp;Provide customer service. Responding to customer inquiries, providing support, or resolving complaints through Viber business messages helps take your customer service to the next level.Promote your brand. Share any relevant information about your company, its products or services, special offers, or changes to your business.No matter what your business goals are, Viber Business Messages are a powerful way to communicate and build relationships with your customers.&nbsp;Want to get started on using Viber Business Messaging? <a href="https://share.hsforms.com/12dJLE_P8S9SFBitFV8l1Fw4fpwx">Drop us a request </a>and we will guide you through the process.

Discover how to get started on using Viber Business Messages

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Attract & Interact: a Viber networking workshop in Hungary

Viber offers 3 months of free conversational business messages, presents recently launched channels and AR lenses, shares insights on new advertising capabilities and bots' rise in customer engagement.On April 7th, 2022 Viber continued its event season with the first networking workshop in Hungary in two years. Viber's senior management team came to Budapest to talk about the rising importance of messaging for businesses in times of change and discuss the newest mobile marketing examples and trends with industry professionals in attendance. The latest Viber tools for businesses help marketers achieve their messenger marketing goals, &nbsp;and strengthen customer loyalty as shown in proven case studies from Hungary and the region. The speakers wrapped up with delineating the company's global goal of becoming a "super-app".A new era for brand communicationAs smartphone use increases, so does the number of hours spent on mobile devices. Viber is well suited to capitalize on this trend: in Hungary only, Viber facilitates hundreds of millions calls, more than seven billion messages, and timeless connections between users and brands. Viber is focused on putting this trend to good use for both the brands and the users, so it's constantly adding new solutions that <a href="https://www.forbusiness.viber.com/en/blog/post/staying-connected-with-your-customers-the-rising-importance-for-businesses/">facilitate user-brand interaction</a>.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Daniela_Ivanova_Growth_Director_Europe_d1b5a86092.JPG"><figcaption>Daniela Ivanova, Growth Director Europe</figcaption></figure>Viber's latest product—Channels is now available in Hungary for the first time as the ultimate broadcast platform for content creators. Channels offer maximum engagement with advanced moderation options and the new&nbsp; comments feature which generate top interaction rates for content partners such as influencers, media companies, sports clubs and more. In Hungary alone, there are 2.3 million members on Channels on Viber today. Some of the biggest and the most lively examples are one of the leading sports media in Hungary - <a href="https://invite.viber.com/?g2=AQAmQcrVQExMbk1zS3UzzJnYfw616ibSprHGp%2Fcb9s%2B0xYB79bP8W9MQOIe846O1">Nemzeti Sport</a> together with the <a href="https://invite.viber.com/?g2=AQAGFuw6D66E0keR%2Bhu8cf%2FxjWwKhQ96mgeb9KFyjELaVouGIsdAqYYa%2FOiCe4Um">Nosalty</a> portal for cooking &amp; recipes and a number of sports clubs and NGOs such as <a href="https://invite.viber.com/?g2=AQA%2F3lrxWC12CkqiIQOLFp6ZrKJ7oS8HPL57OSr9Gp7IhVIs75H0euLKY09aniI%2F">WWF Hungary</a>, <a href="https://invite.viber.com/?g2=AQBJduJTfsoDS0xnoLhvA7Gi05pbeL0ogXIPof%2BAIrHa%2BMFp%2FU5NDdfjJ%2BYKjOJC">Etesd</a>, <a href="https://invite.viber.com/?g2=AQAofTlCuLCtrEePnAJJ8q0xEBjiwnRG0SnmWBOEl1hYLtrzYqNbfsmTPCZTVTnZ">Fradi</a>, <a href="https://invite.viber.com/?g2=AQAmc%2BSYrYtcH038039LKlnlaWz9tZ5c7of3s%2B4ssSxU5tjgEu1OhlA4VpzW%2BTGq">Vasas</a>, etc.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Tamas_Agoston_Business_Development_Manager_Hungary_fd3c12093e.JPG"><figcaption>Tamas Agoston, Business Development Manager Hungary</figcaption></figure><a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">Viber Lenses</a>, a good example of AR creative engagement in the app, have been a success in Hungary, helping brands stay relevant for a Gen Z audience and beyond. In less than 3 first months since their launch in October, more than one million Lenses have been created by Hungarian users.&nbsp; On Viber, thanks to the lenses integration, businesses can innovate and optimize the user experience, by creating unique experiences with their products or services.&nbsp;Native, <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">non-intrusive Viber Advertising solutions</a> with different targeting capabilities continue to gain popularity with brands who want to increase their visibility and attract new users. Last year, the volume of monthly ads impressions on Viber reached more than 250M, where retail, travel, food and beverage, automotive and telco became the top-performing verticals.Viber business messaging solutions, which include Chatbots and Business Messages, continue strengthening 1-to-1 communications between brands and users. In 2021 in Hungary the company recorded:<ul><li style="text-align:justify;">A 40% growth in the number of <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">Viber Chatbots</a>, where customers get automated replies to requests in real-time 24/7. Chatbots let businesses offer around-the-clock support without the additional costs that come with human agents—and free up the human service agents to deal with more complex customer care needs.</li><li style="text-align:justify;">A 61% growth in delivered <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a>. The purpose of Viber Business Messages is to bring brands closer to customers via a single channel that has everything one needs for a fruitful interaction: from driving purchases via <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized promotional messages</a> to delivering important notifications via transactional messages and providing around-sales customer support via <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversational messages</a>.</li></ul>Viber expects that conversational business messages will continue growing – globally and in Hungary. To help brands familiarize with this 2-way communication solution, the app has launched <a href="https://b2b.viber.com/conversational-viber-business-messages-promo2022">a three-month free trial of Conversational Viber Business Messages</a>: from April 4th to June 30th, 2022 across global markets any brand sending its first conversational message receives 90 days of free conversational messages from the date of the first message.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Konstantin_Kostadinov_Senior_Sales_Director_CEE_and_CIS_de55635801.JPG"><figcaption>Konstantin Kostadinov, Senior Sales Director CEE &amp; CIS</figcaption></figure>"Today people no longer want to use apps for different needs separately. On average app users spend 77% of their time on their top 3 apps, and almost half of their time in one single app," says Konstantin Kostadinov, Senior Sales Director CEE &amp; CIS at Rakuten Viber. "People nowadays seek one gateway to many options in one place, and Viber continues developing and pushing the app even further to make it a convenient place that meets the maximum of users' needs."

Learn more about the new digital tools for brands from our recent workshop in Hungary

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Staying Connected With Your Customers: The Rising Importance of Messaging for Businesses

In uncertain times, staying connected with your customers is more important than ever. And there's no better way to do that than through messaging apps like Viber. We offer a variety of features that make staying in touch easy and convenient, even in the most challenging of circumstances. For businesses, that means being able to keep your customers updated on the latest news, changes in your products or services, and any other important information. And for customers, it means having a direct line of communication with the businesses they rely on, which can be a lifesaver in times of crisis.&nbsp;Many companies have had to make significant changes to the way they operate during the last several years. Normal business operations got disrupted, and while priorities changed, customer connection became more important than ever. More and more brands are now using <a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">Viber Business Messages</a> to keep their customers updated on the latest announcements, and provide support people may need.&nbsp;At Viber, our mission has always been to connect people. Today, we want to make sure that businesses can stay connected with their customers, no matter what.Here is a list of core features and services designed specifically for brands. Whether you are already a Viber for Business customer, or just searching for ways to have direct communication with your audience, we have put together this summary to make it easy to find a way to use Viber to best fits your brand needs.Viber Business MessagesThere are <a href="https://www.forbusiness.viber.com/en/business-messages/">three types of Viber Business Messages</a>: Transactional, Promotional, and Conversational. You can use all three message types to keep your customers updated on the latest news, changes in your products or services, or any other important information.Transactional messages are business messages that are sent in response to an action taken by the customer, like confirming a purchase or appointment. They can also be used to send time-sensitive information like flight updates or weather alerts. You can adjust not only the frequency and timing of transactional messages, and adjust the topics as well.Promotional messages are business messages that are used to promote your products or services. They can be used to announce sales or discounts, or to let your customers know about new products or services. As with transactional messages, you can easily change what you are communicating to the customer and provide them with the information or products they need, especially in the unforeseen circumstances. Leveraging the <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">enhanced capabilities of Viber business messages</a>, businesses are able to send up 1000 characters, with embedded photos, videos, active links, and emoticons.&nbsp;<a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">Conversational messages</a> are two-way (dialogue-format) messages that allow companies to have a conversation with your customers. They can be used to answer questions, help choose the right product, manage orders, provide around-sales customer support, collect customer feedback and more. No matter what type of message you want to send, Viber makes it easy to stay connected.&nbsp;<a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">How To Start Viber Business Account</a><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Different_types_of_Viber_Business_Messages_152d53b8f4.png"><figcaption>Different types of Viber Business Messages</figcaption></figure>Viber ChatbotsThe world has been shaken by many events during the last several years, making digital communication a must. Many businesses might be struggling to keep up with the demand for information and support, and are turning to chatbots to help manage the influx of questions and requests. Viber chatbots are an essential tool for businesses in times like this. They can help you quickly and easily respond to customer queries, freeing up your team to focus on more pressing matters. What’s more, chatbots can be available 24/7, meaning your customers can always get the help they need, when they need it. If you’re not using chatbots yet, now is the time to start. They could be the difference between keeping your business afloat or sinking in these difficult times.<a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">Get started with Viber Chatbots</a><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_Viber_Chatbots_497c49c1d9.png"><figcaption>Examples of Viber Chatbots</figcaption></figure>Viber AdvertisingViber is one of the most popular messaging apps in the world, connecting more than 1 billion users with brands in more than 190 countries. This makes it an ideal platform for businesses to reach out to their target audiences. Multiple ad formats are available, all designed to blend in with the app interface and are highly effective at driving awareness and engagement. Traditional advertising methods are no longer as effective as they once were and businesses are having to look for new ways to engage with their customers. Viber offers a range of other <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">advertising solutions</a>, including Viber Calls, Post-Call, Explore. Also, consider Viber Stickers and Viber Lenses as an innovative way to connect with your audience. These solutions are perfect for businesses of all sizes and can help you to reach your target audience in a cost-effective way.&nbsp;<a href="mailto:advertisers@forbusiness.viber.com">Contact us to learn more and get started with Viber Advertising</a><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Advertising_Solutions_6d91a45048.png"><figcaption>Examples of Viber Advertising solutions</figcaption></figure>Having one-to-one connection with your audience can make all the differenceThe ever-changing reality we live in today requires businesses to constantly adapt to stay relevant. Viber allows businesses to communicate with customers in real-time, regardless of location. This is crucial for companies that want to build long-lasting relationships and provide immediate engagement and support at scale.&nbsp;Interact with customers on a personal level, increase loyalty through valuable content and support, and be there for your customers when they need you the most – Viber lets you do it all.What content works best on ViberAdjust your creative according to the situation, but keep in mind that content on Viber should be timely, personal and interactive. Nowadays, customers are more connected than ever and they expect businesses to be too. They want to be able to reach out to you easily and quickly, and they want to know that you're responsive. With our Viber for Business solutions, you can reach out to your customers directly and in a way that feels personal. You can send them updates, offers and information that they're actually interested in, and you can do it in a way that doesn't feel like “spray and pray” marketing. Plus, with Viber's interactive features, you can make your content more engaging and exciting. Give them an experience that they'll remember and you'll be sure to make a lasting impression.Here are 7 tips for making sure your content works well on Viber.<ul><li style="text-align:justify;">Keep it short and sweet. People are more likely to read and engage with content that is short and to the point.</li><li style="text-align:justify;">Use images and videos. Your audience is more likely to engage with content that is visual.</li><li style="text-align:justify;">Use emojis. Emojis are a great way to add personality to any content.</li><li style="text-align:justify;">Use hashtags. Hashtags, especially the trending ones, are a great way to make your communication relevant and truly connecting.</li><li style="text-align:justify;">Share timely and relevant content. Customers are more likely to engage with content that is timely and relevant to them. Otherwise, they will quickly tune out.</li><li style="text-align:justify;">Make it personal. Your content should be personalized to the customer. This means using their name, understanding their preferences, and providing them with content that is <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">tailored to their needs </a>and current situation.</li><li style="text-align:justify;">Make it interactive. If you encourage an audience to interact with you, they will. Think about what’s happening in the world and how your brand can be a part of the conversation.</li></ul>Viber is a powerful tool that can help businesses provide customer support and resolve issues quickly and efficiently, and promote your products and services directly to customers. Reach out to customers wherever they are and ensure that they are always updated on the latest information and have your support no matter what.Learn more about&nbsp; <a href="https://www.forbusiness.viber.com/en/viber-for-business/">Viber For Business</a> solutions to stay connected with your customers at every step of the customer journey.

Discover how Viber for Business solutions help to stay connected with your customer anywhere anytime

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Viber live from Athens: Announcing new digital tools for brands

Viber offers 3 months of free conversational business messages, presents recently launched channels and AR lenses, shares insights on new advertising capabilities and bots' rise in customer engagement.On April 5th, 2022 Viber's senior management came to Athens, Greece for their first networking workshop in two years. The event covered the rising importance of messaging for businesses in times of change and discussed the newest mobile marketing examples and trends with industry professionals in attendance. The latest Viber tools for businesses help marketers achieve their messenger marketing goals, &nbsp;and strengthen customer loyalty as shown in proven case studies from Greece and the region. The speakers wrapped up with delineating the company's global goal of becoming a "super-app".A new era for brand communicationSmartphone use is on the rise and, with it, the amount of hours users spend on mobile. Viber is well-placed to make the most of this trend: with its impressive smartphone penetration levels (reaching&nbsp; 91% in Greece and up to 98% in some European countries). In Greece only, Viber facilitates more than a billion calls, tens of billions of messages, and timeless connections between users and brands. Viber is focused on putting this trend to good use for both the brands and the users, so it's constantly adding new solutions that facilitate user-brand interaction.&nbsp;Viber's latest product—Channels is now available in Greece for the first time as the ultimate broadcast platform for content creators. Channels offer maximum engagement with advanced moderation options and the new comments feature which generates top interaction rates for content partners such as influencers, media companies, sports clubs and more... In Greece alone, there are 4.5 million members on Channels on Viber today. Some of the biggest and the most lively examples are the <a href="https://invite.viber.com/?g2=AQAVNiDVlfjrIEtaYLf1s2sUzRrpfLVlfLVg4J8wkdNKMUSnUcQWJxnXH0Os1heH&amp;lang=en">Greek Government's </a>channel set around regular updates on the COVID-19 pandemic and the situation in the country, together with many channels of national football teams such as <a href="https://invite.viber.com/?g2=AQAcOqZZGT0giUudHheATw1uLljCGpuchRMDo62rvPuICNrW54chVk3J1E%2BumGSh&amp;lang=en">Olympiacos</a>, <a href="https://invite.viber.com/?g2=AQAz%2Fa4sm503a0neSryZs88AFyWSxH5MZwkW7T5E72gR6FHzfn%2FRbWHOkAv3kKZK&amp;lang=en">PAOK</a>, <a href="https://invite.viber.com/?g2=AQB6leB6pZqtjU5uHkq%2FGk3rYFVH1hapu7okEI4ayoksO4HBA5xa1AdlTJHVE0p1&amp;lang=en">Panatinaicos</a>, etc and of course some food inspiration from the leading master's chef <a href="https://invite.viber.com/?g2=AQAhBvy%2Fxq4AVkvdcSJNLTW3ZzYgysKic0s7aH52fwxfKi%2B0uyz5veoMTAUj%2BS5q&amp;lang=en">Akis Petretzikis</a>.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/2_Daniela_Ivanova_7f62f4b6cd.jpg"><figcaption>Daniela Ivanova, Growth Director Europe</figcaption></figure><a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">Viber Lenses</a>, a good example of AR creative engagement in the app, have been a success in Greece, helping brands stay relevant for a Gen Z audience and beyond. In less than 3 first months since their launch in October, more than two million Lenses have been created by Greek users.&nbsp; On Viber, thanks to the lenses integration, businesses can innovate and optimize the user experience, by creating unique experiences with their products or services.&nbsp;Native, <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">non-intrusive Viber Advertising solutions</a> with different targeting capabilities continue to gain popularity with brands who want to increase their visibility and attract new users. Last year, the volume of ads impressions on Viber grew by 16% in Greece, where telco, fintech, food and beverage, utility and retail became the top-performing verticals.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/1_Viber_in_Greece_7c6187195d.jpg"><figcaption>Top industries using Viber Business Messages in Greece</figcaption></figure>Viber <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">business messaging solutions</a>, which include Chatbots and Business Messages, continue strengthening 1-to-1 communications between brands and users. In 2021 in Greece the company recorded:<ul><li style="text-align:justify;">A 35% growth in the number of <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">Viber Chatbots</a>, where customers get automated replies to requests in real-time 24/7. Chatbots let businesses offer around-the-clock support without the additional costs that come with human agents—and free up the human service agents to deal with more complex customer care needs.</li><li style="text-align:justify;">An 82% growth in delivered <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a>. The purpose of Viber Business Messages is to bring brands closer to customers via a single channel that has everything one needs for a fruitful interaction: from driving purchases via <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized promotional messages</a> to delivering important notifications via transactional messages and providing around-sales customer support via <a href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">conversational messages</a>.</li></ul>Viber expects that conversational business messages will continue growing – globally and in Greece. To help brands familiarize with this 2-way communication solution, the app has launched <a href="https://b2b.viber.com/conversational-viber-business-messages-promo2022">a three-month free trial for Conversational Viber Business Messages</a>: from April 4th to June 30th, 2022 across global markets any brand sending its first conversational message receives 90 days of free conversational messages from the date of the first message.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/3_Momchil_Elenkov_be8e282aa5.jpg"><figcaption>Momchil Elenkov, Fintech Business Development Director</figcaption></figure>Fintech is another and one of the key components to a seamless customer experience and a part of Viber strategy to become a super-app. Viber users and partners can already benefit from different payment services available on the app. By enabling payments, Viber establishes a framework for a single gateway to many options for users and brings fast, personalized, and secure messaging experiences that go beyond meeting customers where they are for our brands. Now brands can accept payments within Viber Chatbots, and there are more fintech features coming soon in Greece."Today people no longer want to use apps for different needs separately. On average app users spend 77% of their time on their top 3 apps, and almost half of their time in one single app," says Konstantin Kostadinov, Senior Sales Director CEE &amp; CIS at Rakuten Viber. "People nowadays seek one gateway to many options in one place, and Viber continues developing and pushing the app even further to make it a convenient place that meets the maximum of users' needs: from fintech services, taxi and food orders, useful chatbots, and more."

Discover the best Viber solutions for user-brand interaction from our recent workshop in Greece

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Viber offers brands a three-month free trial for Conversational Business Messages

As a global leader in messaging communication, Viber has become a go-to platform for people to connect with family, friends, and colleagues—and this time, with brands too. Engaging conversations remain at the heart of everything Viber offers, including its suite of business messaging solutions that help companies connect with their customers in a personal way, especially amid the rise of <a href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">conversational commerce</a>.Businesses that are yet to experience the benefits of one-to-one and interactive communication with their customers can try out a <a href="https://b2b.viber.com/conversational-viber-business-messages-promo2022">3-month free trial of Conversational Viber Business Messages</a> during a special promo period. The trial is available to any new or existing Business Messages account sending conversational messages for the first time. The promo will last from April 4th to June 30th, 2022 across global markets. Any brand sending its first conversational message during this period receives 90 days of free conversational messages from the date of the first message.&nbsp;<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Visual_1_06_6319fe025a_113277e21f.png"><figcaption>Conversational Viber Business Messages</figcaption></figure>What’s in it for them? Conversational messages on Viber are counted by Sessions. A Session is a 24-hour time window allowing brands and users to exchange multiple messages in a conversation—a brand can send up to 60 messages within this time frame. A Session starts after a user messages the brand, but the brand is only charged after replying to the user. Sessions allow brands and users to have real conversations—dialogues that help brands solve user issues in real time and build a relationship with the audience.Although primarily used for customer support, Conversational Viber Business Messages can open a new avenue of communication between brands and customers. Conversations with live agents can cover many subjects like managing order and delivery details, helping choose a product, making a booking, or managing loyalty products. Companies can also drive purchases via interactive communication, improve customer retainment, support the post-purchase experience, and more.&nbsp;It’s been found by studies that 73% of consumers prefer to communicate with a brand they can message rather than call and 58% of them believe that messaging is also the fastest way to communicate with brands. What’s more, 74% of customers prefer messaging with businesses if a real person is responding.While communication between brands and consumers is constantly evolving, business messaging is growing too. Brands actively use rich services and capabilities Viber provides them with, and the numbers show as much: in 2021, Viber saw a 55% surge in the number of new <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Viber business message accounts</a> opened to establish 1-to-1 connection with customers and a cumulative growth of 20% across all types of business messages delivered. There was a significant growth in <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">Conversational Viber Business Messages</a> across all markets, with some countries seeing a <a href="https://www.forbusiness.viber.com/en/blog/post/viber-for-business-recap-how-brands-and-users-communicated-in-2021/">surge of up to 300%</a>.<a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">Viber’s Conversational Business Messages</a> can help manage multiple business cases in a single channel: brands can keep up with their customers’ demand for personal interaction—and get many opportunities to enhance the brand experience at each stage of the customer journey.Don’t miss an opportunity to start meaningful conversations with your customers: start <a href="https://b2b.viber.com/conversational-viber-business-messages-promo2022">a 3-month free trial of Conversational Viber Business Messages</a> NOW

It’s time for companies to take their chats seriously

Viber for Business recap: How brands and users communicated in 2021

The number of Viber business accounts increased by 55%, Viber Сhatbots gained momentum in user engagement with 20% growth, and Viber Ads impressions rose by 70% — a year in re-cap for Viber.As one of the world's leaders in voice-based communication and instant messaging services, Rakuten Viber is keen to share key insights about how users and brands worldwide have been communicating in the app in 2021.Today, more than 8,500 brands across the world rely on Viber Business Messaging Solutions for communicating with their clients. Thanks to our expertise in the current trend toward direct dialogue between brands and users, Viber for Business successfully helped companies strengthen relationships with their customers, as well as make the most of <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversational business messages</a>. In response to the brands’ growing demand for new means of engaging with customers through chats, Viber <a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-feature-updates-july2021/">has rolled</a> out many new features and is <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">constantly working on more</a> updates. By focusing on both user expectations and brands’ business needs, we achieved some great results in 2021:<ul><li style="text-align:justify;">A 55% surge in the number of new <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Viber business message accounts</a> opened to establish 1-to-1 connection with customers and an overall 20% increase of <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a> delivered globally; notably, immense growth occurred in the following regions: 112% in the Philippines, 104% in Iraq, and 91% in Vietnam.</li><li>A significant growth in <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">Conversational Viber Business Messages</a>: in the Philippines numbers increased by 291%, in Bulgaria— by 237%, and in Serbia—by 104%. This confirms the trend that users are more inclined to have two-way communication with brands via the messaging app.</li><li>A substantial growth in transactional messages (such as order confirmations, shipping updates, transaction notifications, etc.), particularly, in Greece (by 193%), in Bulgaria (by 52%), and in the Philippines (by 372%).</li><li>A global 29% rise in promotional messages. By connecting CRM or CDP to Viber Business Messages, <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">brands can personalize</a> communication with their customers to achieve greater engagement and business results.</li><li>A 20% growth in the number of <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">Viber Chatbots</a>, where customers get automated replies to requests in real-time 24/7. Chatbots let businesses offer around-the-clock support without the additional costs that come with human agents—and free up the human service agents to deal with more complex customer care needs.</li></ul>Brands have also leveraged <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Viber advertising</a> solutions to increase their visibility and attract new users. Last year, the volume of ads impressions on Viber grew by 70%, showcasing the significant interest from advertisers across the world. Among the top-performing verticals worldwide: health and fitness, which grew by 90%, energy by 56%, and transportation by 51%. The app has also seen a spike in new advertising categories such as recruitment and local businesses, reflecting the pandemic’s influence on business and the job market.Since launching in autumn 2021, Viber Lenses feature has also become another milestone for the company: more than 8.3 million users around the globe have put the Lenses to use for media such as pictures, videos, or GIFs; over 5.2 million users generated more than 51.8 million captures in the app. The customizable and creative lenses have given brands a native and non-intrusive way to increase brand awareness and drive customers along the users’ funnel.“For a long time now, it has been a part of Viber’s strategy to become a super-app – giving as many services with added value as possible throughout our users’ day and providing brands with more opportunities to interact with their customers in the native environment. For this, we are constantly working on improving our suite of business solutions to let brands and users seamlessly interact with each other at each step of the customer journey,” says Cristina Constandache, Chief Revenue Officer at Rakuten Viber. “The numbers mentioned above once again prove that we are developing our app in the right direction, as both users and brands increasingly use Viber in their day-to-day communication and routines.”Do not hesitate to <a href="https://share.hsforms.com/12dJLE_P8S9SFBitFV8l1Fw4fpwx">contact us</a> if you want to learn how to use Viber for Business in 2022.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/VIBER_IN_2021_ENHANCING_COMMUNICATION_BETWEEN_BRANDS_AND_USERS_026458d2c6.png"></figure>

Viber for Business reveals an increasing trend on brand-user communication

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What is Conversational Commerce?

Conversational commerce is the use of messaging platforms by brands to sell products and services and provide after-sales customer support, and it is the next step in the evolution of e-commerce. It allows buyers to interact with brands in a more natural way, and includes everything from asking questions about products to making purchases. The key benefit of conversational commerce for businesses is that companies can provide a more personalized experience for their customers. This can include recommendations, assistance with orders, and answering any questions customers may have during and after the purchase.While still in its early stages, conversational commerce is growing in popularity. As more people become comfortable with using messaging platforms for shopping, the trend is only going to continue. This makes it the perfect time to get in on the action.There are many types of conversational commerce, but some of the most common include chatbots, voice assistants, and live chat (conversations with a real agent). Let's look at each of these in more detail.ChatbotsChatbots are automated customer support agents on messaging apps. They're programmed to answer specific questions and rely on machine learning to improve how they answer questions over time. Despite the wide use of chatbots, the technology is still in its infancy, but has a lot of potential. Chatbots are already being used by many companies and can be a very effective way to provide excellent customer service.&nbsp;At <a href="https://www.forbusiness.viber.com/en/">Viber</a>, we've seen chatbot usage grow from zero to almost 100 000 bots within just a couple of years.Bots are a great way to provide customers with the information they may need to know but don't want to spend time searching for. In most cases, bots handle tedious interactions, like answering common questions, while allowing human employees to focus on more complicated tasks.Here are some examples of what chatbots can do:<ul><li>Provide basic customer support for a product or service</li><li>Process orders by taking customer purchases and reservations</li><li>Provide automated information or updates about a product or service</li><li>Help customers troubleshoot problems&nbsp;</li><li>Make recommendations</li><li>Track inventory and shipping status</li></ul>If any of this sounds like something your brand could benefit from, check out <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber messaging solutions</a>. The use of chatbots is especially useful for businesses with a large volume of customer support questions, and it’s no wonder that this automation is becoming more popular because it can save companies time and money. In the near future, chatbots will be able to handle even more complex interactions.&nbsp;If you wonder how chatbots work, it’s by interpreting natural language input from customers and responding with text or voice output. Natural language processing (NLP) enables computers to act like humans in certain ways: NLP-based chatbots are designed to understand spoken and written commands with the goal of carrying out specific tasks. NLP is an essential component in creating chatbots capable of learning and responding to human inputs. While it may sound complicated, you don’t need to be an NLP specialist to launch a chatbot.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_Viber_chatbots_01_6b9f85647c.png"><figcaption>Examples of Viber chatbots</figcaption></figure>Viber ChatbotsViber has been revolutionizing the way <a href="https://www.forbusiness.viber.com/en/success-stories/">businesses communicate with their customers</a> for the last 7 years. Viber Chatbots allow companies to connect with their audiences in a more efficient and convenient way, while reducing costs.&nbsp;With Viber Chatbots, businesses can:&nbsp;<ul><li>Increase sales and conversions.&nbsp;</li></ul>Chatbots work by engaging with customers one on one through a chat interface. It gives customers the feeling that they are getting personal attention, which can encourage them to buy from you.&nbsp;Also, instead of having to leave a chat to go to a website or a search engine, a chatbot can provide a customer with the information they need when they need it. This increases the likelihood that a customer will make a purchase, since they don’t have to go through the hassle of finding all the necessary information on their own.<ul><li>Automate customer service.</li></ul>Chatbots can automate customer service tasks, such as answering inquiries, providing product information, and processing orders. This not only frees up your staff to handle more complex tasks, but it also ensures that customers receive fast and accurate responses to their inquiries.&nbsp;<ul><li>Improve communication.</li></ul>By providing buyers with a convenient and easy-to-use chat interface, businesses can communicate with their audiences more effectively and reduce the number of customer inquiries that need to be handled over the phone or via email.&nbsp;If you’re looking for a more efficient and convenient way to communicate with your buyers, then Viber’s chatbot tools are the perfect solution.&nbsp;<a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">Learn more about how Viber chatbots can help your business</a>Voice AssistantsAmazon's Alexa, Google Home, Apple's Siri, and Microsoft's Cortana are all examples of voice assistants, which are essentially just miniature computers that users control by speaking to them. They're equipped with artificial intelligence that allows them to understand user requests, and can perform a variety of functions (such as playing music, searching for information, and answering questions).Voice assistants are changing the e-commerce landscape by making it easier for customers to find and buy the products they need. With voice search, people can speak into their device to find the products they want and buy them instantly. This eliminates the need to scroll through pages of results or click through multiple links to find what you're looking for. In addition, voice assistants can help find the best deals on products and compare prices between different sellers. With this technology, e-commerce is becoming faster, easier, and more convenient than ever before.&nbsp;But it lacks one thing – human interaction and visual cues. That's where conversational business messages come in. These business messages allow a real human conversation, and they're perfect for bridging the gap between voice assistants and e-commerce. With the help of conversational business messages brands can provide customers with all the information they need about products, as well as provide visual cues, such as images and videos, to help them make informed decisions about their purchases.&nbsp;Live ChatLive chat is the oldest form of conversational commerce, and <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversational business messages</a>, as its natural evolution, are becoming more and more popular. On Viber, companies can connect with their customers in real-time to answer any questions they may have. This direct line of communication can help people feel like their questions are being addressed quickly and efficiently, and can foster a stronger relationship between the brand and its audience.With Conversational Viber business messages brands can manage multiple business cases in a single channel, following customers at each stage of their customer journey. Learn more about how to drive purchases, help with choosing the right product, manage orders, provide support, collect feedback&nbsp; and more with <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">conversational business messages</a>.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Conversations_via_Viber_Business_Messages_05_a8c4d1da79.png"><figcaption>Conversations via Viber Business Messages</figcaption></figure>The benefits of conversational commerce&nbsp;<ol><li>It is convenient. Customers can ask questions and receive answers without having to search for information in search engines.</li><li>It is fast. It’s possible to get answers quickly, without having to wait on hold.&nbsp;</li><li>It is flexible. Customers can get answers to a wide variety of questions on the go.</li><li>It is engaging. Conversational messages can be used to engage customers on a deeper level, providing them with personalized service and helping to build long-term customer loyalty. <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">Connecting business messages with your CDP</a> can help increase engagement even further, by providing recommendations for future purchases.&nbsp;</li><li>It is cost-effective. Conversational commerce allows businesses to connect with buyers in a more personal way, leading to more sales. Customers are more likely to buy from a business they feel they have a connection with, and conversational commerce allows to create that connection. Because of its personalized nature, CPA is normally less than traditional advertising methods, such as TV and radio ads.</li><li>It is easy to use. A familiar medium for most people that does not require any extra effort to use.</li><li>It is feedback-oriented. Conversational business messages and chatbots can also be applied to collect customer feedback, which can then be used to improve marketing and product development efforts.</li></ol>The role of AI in Conversational CommerceA big part of conversational commerce is the use of AI and machine learning. Both help chatbots be more responsive and dynamic, which is helpful for businesses to provide a great customer experience.AI/ Machine Learning in this sense can be used to:<ul><li>Answer and anticipate user questions</li><li>Suggest products and services to the customer</li><li>Personalize the experience</li><li>Gather user data</li></ul>The use of AI and ML in chatbots has been proven to have a positive impact on customer interactions, which in turn has a positive impact on the business.Given how AI is evolving, it is only a matter of time before most businesses will adopt it.With the right strategies, companies can leverage it to significantly boost their bottom line.Last but not least. Conversational commerce also helps businesses collect data about customer preferences and behavior, which can be then used to improve products and services.It is natural for customers to want to interact with companies via conversations. As e-commerce continues to be a growing part of the economy, the demand for more convenient and personalized customer experiences will continue to grow. To learn more about conversational commerce, check out <a href="https://www.forbusiness.viber.com/en/viber-for-business/">Viber for Business solutions</a> and see how our products can help grow sales and improve engagement.Do not hesitate to <a href="mailto:messaging@forbusiness.viber.com">contact us </a>for more information.

Conversational commerce 101. How to use Viber messaging solutions for conversational commerce

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MWC Barcelona 2022

The team were thrilled to return to Barcelona for Mobile World Congress 2022. Our Senior Director of Business Messaging Solutions Etienne Dupont attended panels with Mobile Squared and MEF. The MEF panel is available to watch below.MEF's ‘The Future of Mobile Summit‘ was on the world-stage at MWC in Barcelona setting the agenda for what’s to come in 2022, with a focus on The Future of Messaging, Trust in Mobile, including IoT Security, The Future of Identity &amp; Authentication and RCS 360.Etienne was part of the Trust in Mobile panel - the future of the industry rests on the ability to deliver a good and secure experience. The industry is at a cross roads with key issues mounting on Privacy, IoT and Phishing.<ul><li>Isabelle Paradis, Founder and President – Hot Telecom</li><li>Charles Upchurch, CEO – Global Message Services</li><li>Dario Betti, CEO – MEF</li><li>Virginie Debris, Chief Product Officer – Global Message Services</li><li>Katia Gonzalez, Head of Fraud and Security &amp; Chair – BICS &amp; i3Forum Fraud Fight Group</li><li>Brendan Cleary, CEO – Cellusys</li><li>Etienne Dupont, Senior Director of Business Messaging Solutions – Viber</li><li>Jimmy Jones, Head of Security – Zariot</li><li>Nassia Skoulikariti, Director of IoT – MEF</li></ul><figure class="media"><oembed url="https://youtu.be/ZRWtzdcNeAU"></oembed></figure>

Get the low down from our attendance at MWC 

Event recap: MWC Barcelona 2022

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Viber’s services are stable, working without technical issues.

In recent days, false rumors and misinformation have appeared about the alleged instability of some Viber services. Viber’s services are stable, working without technical issues. Being one of the most popular instant messengers in the world and operating in over 190 countries, Rakuten Viber's key priority has been and continues to be the ability to provide quality and secure communication for both our users and our business partners.&nbsp;

Viber’s services are stable and working without technical issues

Viber remains stable, providing quality services for both users and brands

Viber работает без перебоев, предоставляя стабильный сервис для пользователей и бизнеса 

В последние дни в сети появились ложные слухи и дезинформация о якобы нестабильности работы некоторых сервисов Viber. Сервисы Viber работают стабильно, без технических сбоев. Будучи одним из самых популярных мессенджеров в мире и работая на более чем 190 рынках, ключевым приоритетом Rakuten Viber была и остается возможность предоставлять качественную и безопасную связь как для наших пользователей, так и для бизнес-бизнесов.

Сервисы Viber работают стабильно, без технических сбоев.


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Why are official accounts in messengers so important for your company's reputation?

Security has always been one of the top concerns in digital communications; the issue has hardly improved in recent years. In fact, viruses and malware are no longer the only such threat—a new type of scam is on the rise these days. Fraudsters pretend to represent well-known companies on popular digital platforms, such as social media and messengers, to gain and abuse the users’ trust. This malversation harms both the consumers and the company whose reputation is being misused this way. One way to safeguard your company’s public image and reap the benefits of messenger marketing is to represent yourself on the most popular platforms as an officially verified brand.&nbsp;If you're looking to prove that your account in a messenger is authentic, your first priority would be to create an official business account. This would offer your company a verified brand profile to use in client communication: for example, to update on the delivery status, provide customer support, and notify consumers about special offers or new product launches that they might find interesting.&nbsp;But are messengers secure enough to use for business messaging? We prepared some tips to prove that they are: here are some features that make messengers a safe and effective tool to use in your mobile marketing strategy.1. Official accounts are clearly marked. Many companies choose to create an official business account in social channels (for example, to <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">open an official Viber business account</a>) to reassure their customers that they’re talking to the real brand—but it also makes it easier for businesses to communicate directly to their audience. After the account is verified, most messengers will provide some kind of mark or badge proving the account’s authenticity; in Viber such a verification mark comes in the form of “blue tick” next to the brand name in an official Viber business account. It enables the users to distinguish the real brands from fraudsters at a glance and thus helps the company build trust with its clients, so it has utility for both customers and companies.&nbsp;Viber takes issuing the official business accounts very seriously. Each application for the status is manually reviewed by our team, so only genuine brands pass the verification process and gain access to business messaging tools—and only after they’ve accepted Viber’s user privacy rules.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Official_Viber_business_account_032953324f.png"><figcaption>Example of an official business account on Viber</figcaption></figure>2. Besides the verification marks, many companies have a completed business profile that helps to make the right impression; it can contain a logo, brief description, address, and phone number—Viber will state that it’s a “business account” right here under the company’s name and logo. Much like the verification marks, a business profile helps users determine that they are dealing with the real company and not fraudsters (who would be forced to use a regular user profile because they wouldn’t pass the verification process).&nbsp;As a company, you, too, benefit from setting up a Viber business account: not only does it protect your reputation by leaving no space for the “impersonators”, but it is also an excellent way to introduce yourself to the audience by adding a brief description of your services and making the profile part of your mobile marketing strategy.&nbsp;3. Messages not stored on servers. Messaging can even be more secure than email because the messages aren’t stored on the messaging provider’s servers. With email programs, your emails are stored on the provider’s servers, which could allow your email provider to let other companies read your emails in order to serve you with targeted ads. But a trustworthy messaging app like Viber involves no such potential invasions of privacy.&nbsp;4. Data protection. Authenticity aside, there’s always another concern with communication platforms, particularly for companies dealing with sensitive information (such as those in the financial sector and healthcare): are messengers secure enough to exchange confidential information? Whereas the gold standard of security in peer-to-peer communication is “end-to-end encryption”, business messaging requires what is called “encryption in transit”. We use encryption in transit when messages are sent not by an individual but through a brand’s platform, using Viber business API. As soon as the message is sent (it’s “in transit”), it is encrypted, and is only decrypted once it reaches the messaging app’s back-end system. The back end then encrypts the messages again before sending them back to the user or service.Encryption in transit provides an exceptionally high level of security for brands, so your company can rest assured your business <a href="https://www.forbusiness.viber.com/en/blog/post/how-brands-can-find-the-most-secure-messaging-app-for-business-use/">messages are safe from hackers, when using Viber</a> for Business.5. A proper introduction to the user sets the stage for building trust. Viber for Business has handy tools to not only prove you’re a real company but also strike the right tone at the start of your communication with a user. Viber employs a special Overlay for that: it accompanies your first message to customers and explains why they’ve received this message and who it is from. Overlay serves as an official introduction and helps with Viber marketing by signaling to the user that your message isn’t spam: companies utilizing overlay on Viber saw their block rates drop since people tend to feel positive about such explanations.&nbsp;Advantages of interacting with users via an official Viber business account go far beyond protection from scammers: there’s the option of integrating the account with your <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">CRM- or CDP-system to personalize customer communications</a>, real-time analytics, interactive messages and real, two-way conversations, reasonable pricing, and other messenger marketing <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">tools and features</a>. Whatever your priorities for the messenger marketing strategy may be, an official Viber business account <a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">benefits both you and your clients</a>.Still have questions about the messaging app security and Viber for Business? Don’t hesitate to <a href="mailto:messaging@forbusiness.viber.com">reach out</a>, we are here to help.

Discover how to protect your brand with an official Viber business account

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Conversation, Not Monologue: Engage with Your Audience on Viber

At Viber, we believe conversation is the key to a better world. That’s why we build products that make it easy for people to connect and share their thoughts with each other. Whether it’s messaging, video calling, group chats, or sharing photos and stickers, Viber is the place where people come to connect and have fun. We continue introducing new features, like <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">Viber Lenses</a>, to make sure engaging conversations remain at the heart of everything we do.Viber had record-breaking numbers last year. People sent 500 billion messages, exchanged 15 billion stickers, and created 50 million Viber Lenses. And 36 billion calls were made that lasted 3 billion hours!&nbsp;&nbsp;For businesses, Viber offers a suite of <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">business messaging solutions </a>that help keep companies connected with their customers in real-time, and be more effective than ever before. Viber tools provide brands with an opportunity to engage with their audience in a more personal way than through traditional monologue-style marketing.&nbsp;<h2>How is mobile messaging different from other marketing channels?</h2>Mobile messaging has revolutionized how brands communicate with their audiences. A conversation, not a monologue, enables brands to connect with their customers in new ways, creating rich, interactive experiences that put the customer and their interests first. <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">Conversations help create a two-way dialogue</a>, thus allowing brands to better understand their audiences, engage with them, and create a more personalized connection through messages relevant to customers’ interests. Additionally, the brand’s communication is immediate and interactive, which means that you can get feedback from your customers in real time. This makes mobile messaging a very powerful tool for customer engagement and retention.While email is the closest comparison because sometimes customers can respond to a company email (when it’s not a no-reply address), there are several key distinctions:&nbsp;<ol><li>Email blasts may be ignored or go unnoticed, but mobile messages are seen and read almost immediately. Mobile messaging reaches people where they are and when they want it.</li><li>People can respond to messages instantly, engaging in a two-way conversation, creating an interactive experience.</li><li>Mobile messaging is personal. Messages can be sent directly to individuals or groups as segmented in your CRM or CDP, making it the <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">perfect tool for targeted marketing</a>.</li><li>Messages can be sent and received in real time, making them the perfect tool for immediate communication.</li></ol>With its immediacy, interactivity, and personalization, mobile messaging is the perfect way to reach customers and create a connection with them.Brands that send one-way messages without listening to or engaging with their customers are likely to see lower response rates and customer satisfaction. However, brands that initiate conversations and respond to customer feedback are more likely to create a loyal following.<a href="https://www.forbusiness.viber.com/en/success-stories/story/dexpress/">Discover how a delivery company D Express improved the quality of service and customer experience by enabling conversations via Viber Business Messages.</a><h2>Creating a customer conversation on Viber</h2>With Viber Business Messages, brands can send transactional, promotional, and conversational messages, all in a single channel. This lets you keep your customers informed and engaged while also providing a convenient and easy way for them to contact you.<a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">Top benefits of Viber Business Messages</a>&nbsp;The two-way conversation allows customers to ask questions, give feedback, and share their experiences. Listening to customers provides valuable insights that can help brands improve their messaging strategy and make their products and services more relevant and appealing to customers. Plus, customers can quickly get in touch with brands anytime, anywhere.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Conversations_with_clients_via_Viber_Business_Messages_1553deb332.png"><figcaption>Conversations with customers via Viber Business Messages</figcaption></figure><h2>Engaging conversation through Viber Business Messages</h2>Viber provides brands with a direct line of communication to customers all over the world. Here are just a few ways you can use Viber to create an engaging conversation with your audience:<ol><li>Start by thinking about what you want to achieve with your Viber messages. Whether you want to increase brand awareness, promote a new product, or drive traffic to your website or app, make sure your goals are clear before you start messaging.</li><li>Keep it casual. When you’re chatting with friends, you don’t talk in a formal tone – so don’t do it on Viber either. Keep your messages short, sweet, and to the point. We recommend keeping your style conversational. <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber is a great way to communicate with your customers</a> in a more informal way, so make sure your tone reflects that.</li><li>Use emoji. Emojis are a perfect way to add personality to your messages. They can also help you get your point across more clearly and be more engaging and expressive.</li><li>Use images and videos. Images and videos are a perfect way to catch your customers’ attention and help you stand out in the attention span-deprived world.</li><li>Be funny. Not everyone is a jokester, but if you are, go for it! Jokes can help break the ice and keep the conversation flowing.</li><li>Be curious. When you chat with your friends, you ask them about their day and what they’ve been up to. Show the same level of interest with your customers on Viber. This will help you build a stronger relationship with them.</li><li>Show interest in feedback. Your customers want to know that you value their opinion. Answer their questions and respond to comments showing that you care.</li><li>Use more forms of content. Contests, quizzes, or surveys are all great tools to keep an audience interested and engaged.</li><li>Make sure your messages are relevant. Sending irrelevant messages will only alienate your customers and may even lead to them unsubscribing from your Viber channel.</li><li>Be quick. Responding to customer queries and comments quickly is a great way to show that you’re interested in building a relationship with them.</li></ol><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Interactive_conversations_via_Viber_Business_Messages_9507ad0e66.png"><figcaption>Interactive conversations via Viber Business Messages</figcaption></figure><h2>Maximize your customer data</h2>By taking advantage of the customer data you have in a CRM or a CDP, you can create more personalized and relevant brand messages. This, in turn, can lead to better engagement rates and a stronger connection with your audience.&nbsp;<ul><li>Segment your audience based on interests, demographics, and past behavior. This will help you target your messages more effectively.</li><li>Personalize your messages as much as possible. Use the customer data you have to create custom content relevant to each individual.</li><li>Make use of automated messages. Such messages (for example, messages that are automatically sent when a specific trigger fires) can be a great way to keep your audience engaged, and they can help you send more targeted messages with less resources.</li></ul>At its core, mobile messaging is a conversation platform. And as such, it’s the perfect way for brands to engage with their customers. By starting and continuing conversations, brands can create a meaningful, more personal connection with their audiences and keep them coming back for more.&nbsp;Learn more about <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages </a>that enable companies to communicate with their audiences in real-time, build relationships, and drive loyalty.

Discover how to create rich, interactive customer experiences with Viber Business Messages

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Event recap: Business messaging for brands, challenges and trends

On January 26, 2022, GSMA and Rakuten Viber hosted a webinar about business messaging for brands. The event featured Limor Bailey, Partnerships Account Director at Rakuten Viber, and Fredrik Nyman, Chief Commercial Officer at <a href="https://linkmobility.com">LINK Mobility</a>, one of Europe's leading CPaaS providers. The discussion was moderated by Zehra Chudry, Director of Events Marketing at GSMA. The webinar focused on the challenges and trends of business messaging and how brands can use this type of communication to improve their mobile marketing strategies. This is Part 1 of our recap of this webinar. Use <a href="https://www.youtube.com/watch?v=b8ryj4YYNgU">this link</a> to watch the full webinar.<figure class="media"><oembed url="https://youtu.be/b8ryj4YYNgU"></oembed></figure>A new era for brand communicationThe pandemic has changed the way people interact with brands: the ethics people expect of companies, the preferred tone of voice, and, of course—how and through which channels customers choose to engage with brands.&nbsp;The pandemic's challenges have not been distributed equally, either: LINK Mobility saw a negative impact on air travel, brick-and-mortar retail, and hospitality; however, some industries boomed, such as vaccination, government traffic, and e-commerce, to name a few.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Event_recap_Business_messaging_for_brands_challenges_and_trends_5bf997499b.png"></figure>Fredrik Nyman talked about other trends they'd observed over this period at LINK Mobility:&nbsp;<ul><li>A strong shift towards digital transformation: brands are moving to improve their engagement with customers by personalizing the customer journey and fine-tuning their communications.</li><li>Relevance is key: customer conversations have become critical to ensuring engagement and a close connection that drives value for both the end-user and the brand.</li><li>Brand loyalty increases when communication is personalized and happens through the customer's preferred channels.</li><li>Retail encourages footfall back in stores by creating trust and communicating key information through (customer’s preferred) messengers, such as <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber</a>.</li></ul>"The shift from in-person to digital communication has arrived with even higher customer expectations," Mr. Nyman summarized, "and we're in the middle of a megatrend that will persist regardless of the pandemic."&nbsp;&nbsp;Viber's observations confirmed these trends. In 2020, instant messaging boomed even more than in recent years as people were forced to turn to digital means of staying in touch with friends, family, and colleagues. This spurred most brands to accelerate the implementation of business messaging into their communication strategy, while those yet to dip their toe into the messaging apps space—had to dive right in.&nbsp;Messaging apps are very popular among users—based on a recently released <a href="https://hootsuite.widen.net/s/nx7kvjjjr6" target="_blank" rel="noopener noreferrer nofollow">Digital 2022</a> report they have already overtaken social media platforms in the percentage of internet users.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Event_recap_Business_messaging_for_brands_challenges_and_trends_2_63c2c68ffc.png"></figure>The message, Limor and Fredrik agree, is clear: brands need to engage customers in real conversations that bring value. Those who do—experience substantial growth, whereas those who ignore the trend will struggle to succeed in the long run.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Real talk: how to engage customers in a two-way conversationSo, what are the prerequisites to building a two-way communication strategy? Limor and Fredrik talked about a few foundational facts to keep in mind:1. Multichannel communications.&nbsp;Customer conversations are happening everywhere, and customers appreciate being engaged through the <a href="https://linkmobility.com/products/viber-business-messages/" target="_blank" rel="noopener noreferrer nofollow">channels they prefer</a>. This means the brand has to be wherever its audience is and makes it crucial to streamline communications across channels and ensure a seamless experience for the customer.&nbsp;&nbsp;2. Dialogue, not monologue.&nbsp;Customers show a clear preference for brands that can build two-way communication and accept their feedback. <a href="https://www.salesforce.com/au/blog/2019/06/state-of-the-connected-customer--engagement-trends-you-need-to-k" target="_blank" rel="noopener noreferrer nofollow">According to Salesforce</a>, 71% of users want to communicate with companies in real time. Chatting through a <a href="https://www.forbusiness.viber.com/en/business-messages/">messenger</a> allows a business to instantly respond to customer requests and increase its so-called "customer lifetime value" (this indicator reflects the correlation between building relationships with a customer and the company's net income).&nbsp;3. Value and relevance.Brands need to be there when needed and initiate communication—when they have something to say that the customer perceives as useful or valuable. <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">Two-way communication</a> makes these two components work in synergy. When customers seek help or information, a chatbot or a quick chat with a representative can solve their issue quickly. Customer feedback, in turn, informs business’ mobile marketing strategy and helps the brand better understand the audience to determine what communications the customers would appreciate.&nbsp;4. Authenticity and personalization.There is a difference between simple transactional messages and a more genuine, personal connection that nurtures brand loyalty and advocacy. Building authentic relationships takes time and effort, but customer engagement and personalization are key. AI and NLP can help make your offerings more personalized, tailor the post-purchase experience, and assist with basic queries—at customer convenience.&nbsp;<a href="https://www.youtube.com/watch?v=b8ryj4YYNgU">Listen to the webinar</a> to learn more about real conversations and analyze good mobile marketing examples.Viber for Business: solutions and features to help brands connect with their customersTo help facilitate the dialogue between customers and businesses, we are constantly <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">developing and rolling out new features</a>. Limor highlighted a few helpful features in Viber Business Messages:<ul><li>Users can easily send photos and videos to brands. Imagine that someone bought a new table in a shop and needed post-sales support: instead of trying to painstakingly describe, via call, what exactly the issue is—they need only to send a recorded video to a support chat. In turn, support specialists can now assist with technical problems via chat rather than schedule an in-person visit, which is very convenient for both parties, especially during the pandemic.</li><li>Brands can also send videos to users from their Viber business accounts. The feature allows brands to send even more engaging, creative, and useful content, utilize video to showcase new products, explain product characteristics, provide instructions, and more. For example, a cosmetic brand can share a video with a professional overview of new products recently bought by a user and explain how to combine them with other products purchased.</li><li>File-sharing for both brands and users allows sending important information (like receipts, invoices, booking confirmations, identity cards, etc.). For example, a guest booking a room in a hotel can get confirmation directly in a messaging app.</li><li>Users can copy codes, links, and emails in conversations within Viber Business Messages. Copying numbers is especially convenient for one-time passwords, promo codes, delivery tracking IDs, etc. With phone numbers, users can call, message, add to contact, etc. With links, they can be quickly redirected to a website, with emails—to an email window.</li><li>Additionally, we let users pin important business messages within a thread or pin the whole conversation on top of the main chat screen. For instance, a user can pin that booking confirmation from a hotel for a quick and easy check-in upon arrival. Or, a topical example: users can receive their PCR test results directly in Viber and pin this message from the lab to quickly find and show it at the airport.</li><li>Users can also reply to specific messages inside conversations with brands, which is handy when chatting with a shop with multiple orders. This way, the brand will know what exactly their customer is referring to from recently discussed items: eliminates confusion and helps both parties to resolve the issue faster.</li></ul>These developments streamline the communication flow between customers and brands via <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a> and help users chat with brands as easily as they would with their friends.Conclusion"Thank you, Limor and Fredrik, for the productive discussion. It is now clearer than ever that messengers are not just apps for private and group messaging, but a great platform for building meaningful relationships between users and brands," summarized Zehra Chudry. "What I got from your discussion is that, throughout the pandemic, there has been a significant shift towards using business messaging by brands and that brands can leverage messaging apps to meet users' needs for personalized, engaging, meaningful, and two-way communication."

Learn about the new era of brand communication from our recent discussion at GSMA

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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.&nbsp;Only during the last year,&nbsp;people spent 3 billion hours in calls,&nbsp;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.&nbsp;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.<a href="https://www.forbusiness.viber.com/en/success-stories/story/comfy/">Discover how a multichannel retailer of household appliances Comfy reduced the number of users abandoning shopping carts on their platform with Viber Business Messages</a>.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Personalised_Viber_Business_Messages_01_69d34480a3.png"><figcaption>Personalized Viber Business Messages</figcaption></figure><h2>Privacy vs. Personalization</h2>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.&nbsp;<h2>How can brands create personalized experiences?</h2>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.&nbsp;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.&nbsp;<h2>What is the difference between a CRM and a CDP?</h2>CRMs and CDPs are both essential tools for managing customer data, but they serve different purposes.&nbsp;A CRM is a customer relationship management tool that helps businesses organize and manage customer data and interactions across different channels.&nbsp;A CDP is a customer data platform that helps businesses collect, organize, and activate customer data for marketing purposes.&nbsp;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.&nbsp;<h2>What are the benefits of using personalized messages to engage with customers?</h2>Here are four reasons why personalized messages improve business customer engagement and increase sales:&nbsp;1. Personalized messages create a connection.&nbsp;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.&nbsp;2. Personalized messages show that you care.&nbsp;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.&nbsp;3. Personalized messages increase conversions.&nbsp;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.&nbsp;4. Personalized messages create loyalty.&nbsp;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.&nbsp;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.<h2>How to use Viber Messaging Solutions for personalized communication</h2>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.&nbsp;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:<ul><li><a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a></li><li><a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber Messaging Solutions</a></li><li><a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">How To Open a Viber Business Account</a></li><li><a href="https://www.forbusiness.viber.com/en/success-stories/">Case Studies</a></li></ul>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.&nbsp;With an innovative <a href="https://www.forbusiness.viber.com/en/viber-for-business/">suite of marketing tools </a>and a large user base, Viber is a powerful platform for brands to connect with their customers. Do not hesitate to <a href="mailto:messaging@forbusiness.viber.com">reach out to us</a>, if you want to learn more about our Business Messaging Solutions.

Discover how to create personalized experiences for your clients with Viber Business Messages

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Infobip integrates Viber Chatbots to a platform offering

Viber Chatbots messaging solution available globally as part of Infobip’s Cloud Contact Center and smart virtual assistant offerings.Global cloud communications company, Infobip has integrated&nbsp;Viber Chatbots messaging solution into its SaaS-based CPaaS offering comprising Infobip’s digital-first cloud contact center ‘Conversations’, and ‘Answers’, its smart virtual assistant. Viber, one of the most popular messaging platforms in the world, developed the bot to strengthen customer care for businesses.&nbsp;Viber Chatbots are used for a two-way chat over Viber and are session-based communication, meaning businesses are always there for customers with round-the-clock availability, streamlined communication, and an intuitive CX. Viber Chatbots offers end-users easy and fast communication with businesses in a more dynamic way using customizable keyboard options and rich media messaging. Verified Chatbots are searchable as channels in the Viber app which is very convenient for end-users.Using the full power of Viber Chatbots, businesses can provide services that range from banking to retail and media services direct-to-customers. End users can converse in real time with organisations to receive services and support for things like account setup, bank balances, and purchase receipts in a timely and convenient manner on their preferred channel.&nbsp;&nbsp;Etienne Dupont, Senior Director of Business Messaging Solutions at <a href="https://www.forbusiness.viber.com/en/">Rakuten Viber</a>, comments: “Our successful 6-year <a href="https://www.infobip.com/viber-business">partnership with Infobip</a> is based on providing the most seamless and conversational digital experience possible. The popularity of Viber in 190 countries informed the decision to add this functionality and offer it through the Infobip platform. We look forward to bringing even better&nbsp;customer experiences to Viber users.”Businesses can also use Viber Chatbots to engage and address customers with permissioned non-transactional messaging such as special offer alerts.Kreso Zmak, VP Product at Infobip said: “Integrating this messaging feature into the customer journey allows brands to improve relationships with their customers as well as showcase new products or services. Viber Chatbots in Conversations/Answers aims to&nbsp;help businesses reach and extend the conversation to&nbsp;new and existing customers alike, customize the user keyboard and use rich media to&nbsp;offer a&nbsp;dynamic and immersive messaging experience, as well as use automation to&nbsp;qualify and convert the target audience into paid customers. We’re really honored at Infobip to have Viber Chatbots now part of our offering.”&nbsp;***About ViberViber is a global leader in cross-platform messaging and voice-based communication that connects people – no matter who they are, or where they’re from. With a free and secure connection, users all over the world communicate with their loved ones through high-quality audio and video calls, messaging, and much more.For businesses, Viber offers messaging solutions (chatbots, business messages), branded stickers and display ads. All these tools help businesses to reach their customers at each stage of the customer journey: attract, interact, transact and stay in contact.&nbsp;All private Viber calls and chats are protected by built-in end-to-end encryption, and Viber Business Messages have encryption in transit, so users and brands can be sure that their conversations are always secure.About Infobip &nbsp;Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact center solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty.  &nbsp;With over a decade of industry experience, Infobip has expanded to 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. In the past 12 months alone, over 5 billion people have used Infobip solutions and services. Infobip was established in 2006 and is led by its co-founders, CEO Silvio&nbsp;Kutić, Roberto&nbsp;Kutić&nbsp;and Izabel Jelenić. &nbsp;  Recent accolades&nbsp;include: &nbsp;<ul><li>Infobip Recognised as The Established Leader in Juniper’s Competitor Leaderboard for CPaaS, 2021</li><li>Infobip ranked leading service provider in the mobile messaging space by Juniper Research in its new Competitor Leaderboard, 2021</li><li>Infobip named a Leader in&nbsp;the IDC&nbsp;MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021).</li><li>Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report 2021</li><li>Best&nbsp;CPaaS&nbsp;Provider of the Year, Best RCS Provider of the Year, and Mover &amp; Shaker in Telco Innovation at the 2021 Juniper Digital Awards</li></ul>

Viber Chatbots are available as part of Infobip’s Cloud Contact Center and smart virtual assistant

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Top Benefits of Viber Business Messages

A recently released <a href="https://hootsuite.widen.net/s/nx7kvjjjr6" target="_blank" rel="noopener noreferrer nofollow">Digital 2022</a> report includes impressive new numbers: 92.1% of all people access the internet via their phones, while only 71.2% on laptops or desktops, and 28.2% on tablets. The average time a user spends on a mobile device is 4 hours 48 minutes daily. With everyone on mobile today, reaching customers through this channel is more critical than ever.At Viber, we connect people all over the world, providing free and secure calls and messages. Rakuten Viber operates in over 190 countries. Our numbers echo the scale and depth of the mobile reach described in the Digital 2022 report: every single minute there are 3 million active Viber users who send 3,9 million messages, share 1,2 million pictures and make 375 thousand calls..&nbsp;Calls and messages are the core of Viber, but there is so much more. Stickers, group chats, and innovative Viber Lenses are just some of the rich, engaging features that people love.&nbsp;<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Users_Statistics_2021_9cfa598022.png"></figure>With this level of engagement, it’s no wonder why businesses choose Viber to connect with their customers. A secure, reliable, and easy-to-use app with a wide range of features, Viber is the communication tool businesses need to succeed. Available on smartphones, tablets, and desktop computers, it is a multi-platform app that users can access from anywhere, anytime, allowing companies to ensure their message is getting through.<h2>Viber for Business</h2>Viber offers a suite of messaging and advertising solutions aimed at helping businesses at different stages of the customer journey.<ul><li><a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber Messaging Solutions</a> (including <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a> and Viber Chatbots)</li><li><a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Viber Advertising Solutions</a> (including Viber Ads, Viber Stickers and Viber Lenses)</li></ul>This is a series of articles, each dedicated to the benefits businesses can get from using one of the Viber for Business products and solutions. This blog will focus on the benefits of using Viber Business Messages.<h2>What are Viber Business Messages?</h2><a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a> are transactional, promotional, and conversational messages sent by companies directly to their database of customers.&nbsp;Not only can these messages be sent in a single thread, but customers can reply, so businesses engage in a conversation. This type of connection with the customer is key to building loyalty and trust. One-to-one communication leads to a better understanding of customer needs and preferences. This, in turn, can help companies improve their products and services, and increase sales.&nbsp;Some examples of transactional messages include order tracking notifications, purchase receipts, account activation messages. Promotional messages are specials and deals, updates, new product launches, and more. This communication works great for re-engaging inactive customers, too. Conversational messages are designed for customer service queries, collecting feedback, and communicating about any subject you or the customer would like to discuss.<h2>What are the core benefits of one-to-one, personalized messages?</h2>Your customer opted in for this type of notification, so you know they do want to hear from you, the brand.&nbsp;<h3>Single channel for all types of messages</h3>Send transactional, promotional, and conversational messages in one channel, making it easy for you and convenient for the customer. They can easily search for messages and pin the ones they need to the top of the chat screen.<h3>Two-way communication</h3>A marketer’s dream comes true – creating an emotional connection, building loyalty, and turning one-time buyers into life-long customers through a dialogue with a customer. Studies show that customers who feel a personal connection to a brand are more likely to be loyal, make additional purchases, and recommend the company to others. Mobile messaging is one of a few channels that allows the building of that type of two-way communication. Customers can reply to your messages instantly, meaning you can get feedback quickly and respond immediately.&nbsp;<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Conversations_with_clients_via_Viber_Business_Messages_ef90ac05e6.png"><figcaption>Conversations with clients via Viber Business Messages</figcaption></figure><h3 style="text-align:justify;">Verified official business account</h3>When businesses set up an official account with Viber, they get a “blue tick” – the sign of brand authenticity. It is a significant differentiator on the platform and assures users that they are communicating with a verified business. Include the logo, description, address and additional contact information for your business on your Viber business profile to make it easy for customers to find out more. Trust is important. It's what allows us to form relationships, make decisions, and feel secure in the world around us. When it comes to brands, trust is essential for establishing positive relationships with customers and clients.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Official_Viber_business_account_d91d10705c.png"><figcaption>Official Viber business account</figcaption></figure><h3>Interactive conversations enhanced with new features</h3>With Viber Business Messages, you don’t need to limit what you send to just a short text. Brands can include up to 1,000 characters, images, videos, files, and even URLs with a CTA button. Customers can also send you files, photos or videos. This type of exchange can create a more interactive and engaging conversation, and for businesses, it can provide a more detailed view of what the customer is looking for.&nbsp;<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Interactive_conversations_via_Viber_Business_Messages_4caac8b24a.png"><figcaption>Interactive conversations via Viber Business Messages</figcaption></figure><h3>Pay only for what’s been delivered</h3>Viber Business Messages are priced per message delivered, not per recipient. This means you’ll only be charged for messages that are actually delivered to a customer, not for messages that are sent. You will learn about many available features when you open your <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Viber Business account</a>. One of such features is TTL (Time To Live), which helps companies set the time it takes for messages to be delivered to their recipients. Thus, businesses won’t have to pay for unread messages which haven't reached a customer in a limited time frame.<h3>Analytics for marketing campaigns</h3>Real-time data will help you to view the performance of your business campaigns which will allow brands to discover how customers interact with their content (e.g. to see how many people have opened and read their messages). Brands can use this data to decide on audience segmentation strategy, personalize creative content and measure the effectiveness of their mobile marketing campaigns.<h3>Get maximum out of your first-party data</h3>Integrate Viber Business Messages with your CRM or CDP system to get the most out of your customer interactions. With Viber, you can connect with your customers on a deeper level and keep track of all your essential data in one place. Segment your customers into different groups, track interactions and preferences, use different content for different customer types, and more. Through Viber, brands can send messages that are tailored to each customer. This means that customers feel like they’re being heard and that the brand is interested in their needs, building trust and loyalty, which are essential for any company.<h3>Viber security</h3>Viber offers end-to-end encryption for private and group user chats, and encryption in transit for business messages. The messages are not stored on Viber’s servers; connections are secure and are HTTPS only. This makes Viber a great choice for both users and brand communications. <a href="https://www.forbusiness.viber.com/en/blog/post/how-brands-can-find-the-most-secure-messaging-app-for-business-use/">Learn more about the encryption and security of Viber Business Messages</a>.<h2>Why use Viber Business Messages?</h2>Simply put, Viber Business Messages allows companies to send notifications and updates directly to their customers, engaging in a personalized conversation between a brand and a customer. It is a great way to keep your audience informed and up-to-date on what's going on with your business while strengthening the brand-customer relationship while encouraging repeat business. The results? Improved customer service, increased customer engagement, and more sales.If you're interested in using Viber Business Messages for your company, be sure to check out our <a href="https://www.forbusiness.viber.com/en/business-messages/">website</a> for more information.

Discover advantages and start benefiting from Viber Business Messages

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10 tips for creating a successful seasonal ad campaign

With St. Valentine’s Day just around the corner, we put together a list of 10 tips to help you create an effective seasonal ad campaign. These rules work for all marketing campaigns in 2022 but are especially true for <a href="https://www.forbusiness.viber.com/en/blog/post/mobile-marketing-strategy-101/">mobile and messaging advertising</a>.1. Keep it simple.When it comes to creating an effective seasonal ad, simplicity is key. You want your ad to be easy to understand and quickly grab people’s attention. Use strong visuals and a clear message to get your point across.2. Make it personal.People are more likely to respond to ads that feel personal. Make sure to target your campaign to specific demographics and tailor your messaging to resonate with your audience.&nbsp;3. Use festive visuals.&nbsp;Including festive visuals in your ad is a great way to evoke a positive emotional response from viewers. People are already in a festive mood around the holidays, so take advantage of this by using holiday-themed content in your ads. This will help to create a more festive atmosphere and make your ad more memorable.4. Think outside the box.Don’t be afraid to get creative. Try using unique or unexpected visuals to really capture people’s attention and get through the noise. This will help your ad stand out from the competition.5. Keep it fresh.It’s important to keep your seasonal ad campaign fresh throughout the season, so create multiple variations of the creative. This will help keep people engaged and interested in your brand.6. Make it relevant.It’s important that your seasonal ad is relevant to your target audience. This means tailoring your content and visuals to appeal not just to the specific demographics you’re trying to reach, but also to their interests. In our data-first world, it should be easy to create relevant content. If you have a CDP or a CRM, you can use audience insights to determine what creative works best for each of the audience segments.7. Appeal to emotions.People make decisions based on emotions, not logic. When you’re creating your ad campaign, think about what emotions you want to evoke in your audience. Do you want them to feel excited, nostalgic, loved, or happy? Once you know what emotions you want to target, you can craft your ad campaign.8. Have a call to action.Your ad should always have a clear call to action. This could be anything from visiting your website to making a purchase to calling your business. Without a clear call to action, your ad is less likely to be effective.9. Make it shareable.One of the best ways to make sure your ad campaign is successful is to make it shareable. This means designing ads that are eye-catching and interesting enough to catch people’s attention and make them want to share them with their friends. You can also encourage people to share your ads by offering special discounts or incentives for doing so.10. Test, test, test!As with all marketing campaigns, it is important to test different variations of your ad before launching it. This will help you to determine which version is most effective. You can test different copy, images, and even target audience segments.&nbsp;How do we know this? At Viber, we work with thousands of businesses from around the world, and they chose our platform to build one-to-one connections with their customers through Viber. Our messaging app is loved by hundreds of millions of users for its simplicity and convenience. In addition to features like messaging and calling, Viber offers a wide range of stickers, lenses, games, and other fun content to keep people entertained. Additionally, Viber is one of the most secure messaging apps on the market, providing end-to-end encryption for private and group users’ chats. All of this makes Viber a great way to reach out to your customers and keep them engaged with your brand.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Screenshot_2022_01_28_at_15_13_36_57c6eaf38a.png"></figure>There are multiple ways for businesses to connect with customers through <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Viber ads, stickers</a>, <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber messaging solutions</a>, and other content directly on your customers’ phones, creating a continuous conversation with them and keeping them interested in your brand.With Viber, you can easily deliver targeted messages right to your customers’ phones. Some benefits of using Viber for seasonal ad campaigns include:&nbsp;<ul><li>Reach: Businesses can reach a large and diverse audience.&nbsp;</li><li>Engagement: Viber users are highly engaged, there are 3M active users every 60 second, exchanging 1.2M pictures, 250K stickers and 300K “likes”.</li><li>Cost-effectiveness: Viber is a low-cost option for businesses looking to reach a large audience.</li><li>Personalized messages: Businesses can send highly personalized ads to their target audience, increasing the likelihood of conversion.</li><li>Targeting: businesses can target their audience by location, age, gender, and interests.</li><li>Conversions: Viber allows for high levels of engagement with users, which can result in more leads and conversions.</li><li>Real-time interaction: Viber ads are seen within minutes, making it an ideal channel for time-sensitive campaigns.</li></ul>Learn more about &nbsp;<a href="https://www.forbusiness.viber.com/en/viber-for-business/">Viber For Business </a>products and solutions that allow brands to stay connected with their customers at every step of the customer journey, and this is especially important during holidays.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Screenshot_2022_01_28_at_15_18_07_9bf1db9689.png"></figure>Happy St.Valentines from all of us at Rakuten Viber! Start sending love to your customers today and let us help you deliver it in the most personal way possible. From stickers to ads, we have <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">all the tools</a> you need to make your customers feel loved this holiday.&nbsp;

Learn how to create successful mobile and messaging driven ad campaigns