How Viber for Business Can Help With Customer Support  

Viber berina-tanovic
Berina Tanovic
Senior Messaging Partnership Manager at Rakuten Viber
How Viber for Business Can Help With Customer Support

Customer service and support can be split into three key phases:

  • Prior to the purchase
  • During checkout
  • Post-sales

In the current age of social media and digital communications, Viber Business Messages provide an efficient customer support system that can provide much-needed real-time connection and help nurture brand loyalty. By offering a convenient, responsive way for buyers to reach out with questions or concerns, our platform can help you create a positive client experience that leads to repeat deals and higher buyer commitment. Plus, Viber for Business has an extensive toolkit, and it is easy to use, making Viber one of the most accessible ways for companies to communicate with their clientele. 

Before the purchase, customer service support includes answering questions about a brand or a product, helping the buyer choose the right product for their needs, and providing information and answers to questions they may have. 

Viber products to use: Promotional Messages, Conversational Messages, Viber Branded Lenses, Viber Chatbots.

Customer support before the purchase with Viber Business Messages and Viber Chatbots 

During the checkout process, there might be last-minute questions about the product, a person may need help completing the purchase, or ask about the warranty and return policy.

Viber products to use: Conversational Messages, Viber Chatbots.

Support on Viber during the checkout process 

After the purchase, customer service provides information about tracking and delivery and helps the buyer resolve any issues they may have with the product.

Viber products to use: Transactional Messages, Conversational Messages, Viber Chatbots.

Customer service on Viber after the purchase 

All of this needs to be done in real-time, very competent, and very fast. Instantaneous audience interactions mean greater rewards for businesses, but also greater responsibility – should any steps of the process go wrong, the customer will likely be quick to take their business elsewhere, and leave negative feedback available to everyone on the web.

With Viber for Business, you can:

1. Engage your audience and support them on their journey to making a purchase decision

Use promotional business messages to reach out to customers and engage them with your brand. You can use Viber Branded Lenses to create fun and interactive experiences. This will help you build relationships with your audience and create a connection with your brand.

Interacting with customers with Viber for Business solutions 

You can also use conversational messages and chatbots to address any questions your audience might have about your brand before the purchase. Make sure to collect all those questions and share them with your marketing strategy team, as these questions are a trove of insights!

2. Manage orders and deliveries like a pro

Transactional messages are perfect for keeping your customers informed about their orders. Also, you can send them notifications about shipping, delivery, and more.

Order and delivery updates via Viber Business Messages

Here are some of the ways your business can use our platform to support clients during their checkout journey:

  • Send out automated purchase confirmation messages. This way, your buyers will always know when their payment has been received and is being processed.
  • Keep track of deliveries. With Viber, buyers can see which orders are still pending and get updates on the status of their purchase via automated and personalized messages.
  • Contact shoppers if there are any problems with their order. If there is a delay in delivery or an issue with the product, you can quickly reach out to the customer and resolve the issue.

With Viber, you can make the process of ordering and receiving products simpler and more efficient, providing a better experience for your clients. Plus, it's a great way for them to contact you, too (that’s why we recommend not just transactional, but conversational messages for this phase). This might include asking for more information, redirecting the shipment, or anything else that the client needs to do. With Viber, your customers can stay in touch with your brand and take care of their needs quickly and easily.

3. Provide post-sales support

As a business, you always want to be there for your audience – even after they've made a purchase. Providing post-sales support is a great way to show that you care, and it can help build loyalty and repeat deals. One of the best ways to do so is via Viber. With conversational Viber business messages, brands can communicate with shoppers in real time and provide them with a personal and efficient customer service experience. 

Post-sales support via conversational Viber business messages

Post-sales experience is also the right time to upsell and cross-sell. Depending on your type of business and industry, this can be done either through promotional or conversational messages. From arranging meetings to special deals and discounts, there's something for every company and every client. This type of customer engagement has proven to increase satisfaction and loyalty, as it shows that brands are interested in providing a personalized experience. Additionally, it is a great way to keep your shoppers engaged and coming back for more. If you're not already using Viber to provide post-sales support, now is the time to start. 

4. Collect customer feedback

Viber is a great platform to get feedback to improve your products and services, as it allows you to easily reach out to your client base and ask for their thoughts and opinions. There are a few different techniques. One option is to simply send out a mass message to all of your buyers, asking them to take a short survey. This is a quick and easy way to collect feedback, but you may not get as many responses as you would like. 

Besides this, you can ask customers about the likelihood of them recommending your company to their friends and loved ones. The best way to do it is by providing them with a scale, where 0 no means "absolutely not" and 10 stands for "will definitely do so". Regardless of which method you choose, be sure to say "Thank you" and add useful links for those who need help or have issues with your service. 

Viber: your perfect service and support tool

In today's world, speed is everything. According to Hubspot, 90% of customers expect fast responses from brands when they contact them. Our app gives companies the opportunity to manage support requests in real time and respond to every inquiry, whether it's a simple question or a complex problem. Plus, your clients can use it to keep track of all orders and ensure that all of them are delivered on time, which could be the difference between a satisfied client and a lost one.

There are a lot of other reasons why Viber is so well suited for customer support. First, it's easy to use. Clients can get in touch with brands almost instantly, and companies can respond just as quickly. Second, Viber allows for more personal interaction. This can go a long way in building trust and loyalty. And finally, Viber offers a great way to resolve buyers' issues. They can easily send photos or videos of problems they're having, and brands can provide step-by-step solutions. 

Viber for Business offers a comprehensive suite of client support services and features that can help companies be where users need them, when they do, and in the exact way they want it – it's a great way to ensure 24/7 assistance. Also, Viber’s unique features, like Stickers, branded Viber Lenses, Chatbots, and automated responses, make all client interactions fun and engaging. And the app is available on all major platforms, so your clients will be able to reach you regardless of where they are.

Contact Viber for Business today to get started