How Viber Chatbots Can Help Improve Customer Service for Large Companies
Partnerships Account Director
April 18, 2023
Picture this: a seamless, personalized, and enjoyable interaction with a brand that leaves you feeling valued and understood. This isn’t utopia, and it’s closer than you think. As we dive into the captivating world of conversational design, uncover the prowess of Viber as a superapp and unveil the game-changing impact chatbots have on enterprises’ customer service.
The Art of Conversation
In today's fast-paced, digital-first world, customer service has become more than just solving problems; it's about creating memorable, engaging, and tailored experiences that resonate with consumers. This is where the art of conversational design comes into play.
The Importance of Designing Conversations
Customer service interactions are no longer limited to phone calls or emails. With the rise of messaging apps like Viber, people expect instant, personalized, and seamless communication with brands. Designing conversations that cater to these expectations improves customer satisfaction and strengthens brand loyalty and trust.
This is how the conversation design process looks:
Determine goals: Define the primary objectives and desired outcomes, such as increasing engagement or providing instant support.
Understand consumers: Research and analyze the target audience to understand their preferences, needs, and expectations from the chatbot.
Define automation persona: Establish the bot's unique identity, tone, and style that aligns with your brand and appeals to your demographics.
Identify use cases: Pinpoint scenarios where the chatbot can assist users, such as answering frequently asked questions, booking appointments, or providing product recommendations.
Design automation flow: Map out the conversation flow and interaction patterns, including user inputs, bot responses, and possible branching paths, to create a seamless client experience.
Implement and test: Conduct thorough testing to achieve smooth functionality, accuracy, and user satisfaction.
Launch and optimize: Deploy the chatbot, gather feedback, and continuously analyze data to make improvements, enhance features, and ensure optimal performance.
Features and Capabilities of Viber Chatbots
As enterprises seek to improve their customer service offerings, Viber chatbots emerge as a powerful tool that can revolutionize how businesses communicate with people. In this section, we'll discuss the features and capabilities of Viber chatbots and explore the numerous benefits they provide to brands.
Customizable keyboard that allows businesses to create a tailored and user-friendly interface, making it easier for people to navigate and interact with the chatbot.
Rich media elements such as images, carousels, stickers, and GIFs that add a visual dimension to interactions with people and make them more engaging and dynamic.
Easy discoverability through the Viber app — this allows businesses to reach a vast audience of potential customers.
The capability tointegrate secure payment options directly within the chat interface, streamlining the purchasing process and providing consumers with a seamless and convenient shopping experience.
Benefits to Brands
24/7 support ensuring that consumers receive assistance whenever they need it, without the limitations of traditional business hours.
Improved engagement and stronger connections between consumers and brands due to personalized and interactive communication.
Showcase of brand’s products and services, allowing people to browse and discover offerings within the chat interface easily.
Efficient handling of customer queries due to the following:
Faster—instant—responses reducing wait times and increasing consumer satisfaction.
Personalized communication based on customer preferences and previous interactions, creating a more personalized and relevant experience.
Easy support and self-service options empowering consumers to resolve issues independently and at their own pace.
Satisfaction by 80% more than with a non-chatbot shopping experience: People appreciate quick and accurate responses, and bots can deliver this, enhancing their overall experience.
Using chatbots can result in a 30% reduction in call center referrals and email support tickets: By efficiently handling consumer inquiries, bots can significantly reduce the load on call centers and email support teams, leading to cost savings and increased efficiency.
Chatbots can help automate as much as 90% of customer support responses: A well-designed bot can handle most common issues, freeing staff to tackle more complex and specialized tasks.
The Psychology of Customer Communication
Understanding the psychology of communication is essential for enterprises looking to improve their customer service through Viber chatbots. In this section, we will explore what people want in their interactions with brands, discuss the art of turning complaints into compliments, and delve into the science of converting conversations into conversions.
What Customers Want
Customers today expect more than just a solution to their problems; they demand personalized, timely, and empathetic interactions with businesses. Let’s break it down. Consumers want the following from enterprises:
Accurate information that is reliable and up-to-date. Viber chatbots can answer frequently asked questions accurately, ensuring satisfaction.
Fast response timesare crucial for consumers. Bots can offer instant support, addressing concerns without delays.
Easy, hassle-free support. Viber chatbots can simplify the process by guiding users through necessary steps and providing relevant information.
Self-service optionsthat allow many consumers to resolve issues independently. Viber bots can offer such options.
Channel of choicebased on customer preferences. Bots can provide just that.
The Art of Turning Complaints into Compliments
Effectively handling consumer complaints can transform a negative experience into a positive one, ultimately leading to increased satisfaction and loyalty. Viber chatbots can help turn complaints into compliments via these tactics:
Quick and easy solutions offered on time, turning negative experiences into positive ones.
Specific resolutions to complaints, demonstrating your commitment to personalized customer care.
A "make good" gift, a small token of appreciation, such as a discount or freebie, to compensate for any inconvenience caused.
Empathy and interest manifested in empathetic language — consumers must feel the enterprise’s genuine interest in addressing their problems, making them feel valued and heard.
Sincere apology for any inconvenience caused, demonstrating your brand's accountability and commitment to customer satisfaction.
The Science of Turning Conversations into Conversions
Viber chatbots can convert casual conversations into tangible business results by employing conversational tactics of the following kind:
Building trust: Establishing trust by providing accurate information, demonstrating empathy, and offering personalized solutions can lead to increased confidence of consumers in your brand and higher conversion rates.
Encouraging action: Creating a sense of urgency by offering limited-time promotions or highlighting the benefits of immediate action can motivate people to a purchase or a desired action.
Simplifying decision-making: Viber chatbots can help guide consumers through complex purchasing decisions by providing clear, concise information and offering tailored recommendations.
By understanding the psychology of communication and applying these principles to Viber bot interactions, enterprises can significantly improve their customer service and drive meaningful business results.
Coca-Cola's Success Story with Viber: Boosting Engagement and Conversions in Bulgaria
As the world's largest beverage company, Coca-Cola strives to refresh people through its vast range of over 500 brands and nearly 3,900 beverage choices. To strengthen its mobile presence, engage with new and existing consumers, and offer an integrated digital experience in Bulgaria, Coca-Cola turned to Viber thanks to its connected and engaged audience in the country.
The company embarked on a three-month campaign that included the launch of a Viber Sticker Pack with a promo code mechanism and a chatbot experience. To maximize reach and conversions, Coca-Cola leveraged cross-promotion across its social media channels to maximize reach and conversions and integrated an "under-the-cap" sweepstakes within the Viber campaign.
As a result, the Bulgarian audience embraced Coca-Cola's innovative approach, leading to the following:
Over 191,000 sticker pack downloads
184,000 chatbot subscribers
29,000 cap codes redeemed
A staggering 30% conversion rate, which is 10 times higher than the industry average
Creating a Viber Chatbot
Developing and launching a Viber chatbot can be a game-changer for enterprises looking to enhance their customer service and drive engagement. In this section, we'll outline the steps to create and configure a bot on Viber and provide tips for promoting it effectively.
Create and Configure a Chatbot
Create an account on Viber, receive your unique access key, and connect the chatbot to Viber API.
Plan and design the conversation flow for your bot, ensuring it aligns with your overall customer service strategy and brand voice. Consider incorporating personalized greetings, rich media, and interactive buttons to create engaging and dynamic interactions.
Thoroughly test your bot to ensure it functions correctly and delivers a seamless user experience. Gather feedback from testers and make any necessary adjustments before officially launching.
Incorporate your bot into your existing marketing channels, such as social media, email marketing, and your website, to increase visibility and encourage user adoption.
Take advantage of Viber's chatbot discoverability: get in touch with the Viber team to let users discover your bot via search.
Develop a marketing campaign to promote the launch of your Viber chatbot. Leverage branded Stickers, Ads, or Viber Lenses to attract more users to your bot. You can also include exclusive promotions or incentives for users who engage with your bot during the launch period.
Monitor your chatbot's performance, gathering user feedback and tracking key metrics to identify areas for improvement. Refine and optimize your bot to ensure it delivers exceptional customer experiences and drives the desired business outcomes.
One cannot underestimate the transformative potential of Viber chatbots for enterprises. By leveraging the power of automation, personalization, and instant communication, they can revolutionize the way you interact with consumers, making it more efficient, engaging, and client-centric. Remember, a pleased consumer can be a powerful advocate for your brand.
So, take the leap, embrace Viber chatbots, and let the journey toward customer service perfection begin.