Welcome to the digital age. Today, adopting new technologies is not just a trend but a necessity for businesses to thrive and succeed. With rapid advancements happening in the tech world, it's evident that the future lies in embracing digital transformation. The benefits are immense – increased efficiency, convenience, and accuracy – all leading to better customer experiences.
In fact, 35% of leaders say that a top benefit of going digital is being better at meeting customer expectations. This shows how important it is for companies to create strong connections with their audience. The era of "Digital Everything" is upon us, influencing every aspect of business, from communication and marketing to transactions and beyond.
Technology improvements give businesses new ways to engage people, making a smart digital plan a must for lasting success. Such a strategy:
Tapping into this promising landscape, Viber has become essential for helping companies connect with their audience. The 2022 numbers show the growing importance of messaging:
Also, 12 billion messages were sent and received around the world via Viber Chatbots, highlighting the immense popularity of this automated tool for providing 24/7 support.
As these and related trends continue to develop, Viber helps brands achieve exceptional business results by supporting their growth and connecting them with their audiences.
The customer journey has transformed into a more intricate and dynamic experience today. The traditional linear path to purchase has been replaced by a more complex one that involves different channels, devices, and touchpoints. Here are the main changes:
As a result, it is crucial for marketers to map out the customer journey and identify the key touchpoints that influence purchase decisions. This is necessary to ensure a seamless and personalized experience across all channels and devices. By understanding and adapting to these changes, businesses can better connect with their audience and successfully guide them through the purchase journey.
Viber for Business offers a range of features designed for excellent customer service, marketing, and brand building. Classified by the journey stages, they include the following:
To see how the mentioned strategies can be applied in a real-life business scenario, consider these success stories.
Coca-Cola was on a lookout for ways to strengthen its mobile presence, engage with new and existing consumers, and offer an integrated digital experience in Bulgaria. Due to its highly connected and engaged audience in the country, the company turned to Viber.
Coca-Cola launched a 3-month campaign using a Viber Sticker pack with a promo code mechanism and a chatbot experience. The company leveraged cross-promotion across its social media channels to maximize reach and conversions and integrated an "under-the-cap" sweepstakes within the Viber campaign.
Coca-Cola's innovative approach was embraced by the Bulgarian audience, resulting in:
Another example is Leroy Merlin, a leading home improvement retailer, aimed to enhance communication with their loyalty program members in Greece.
The company reached out to our trusted messaging partner M-STAT and chose Viber Business Messages to achieve their goal. Viber’s extensive reach in Greece, rich content capabilities, and SMS fallback option helped Leroy Merlin to deliver transactional coupons and promotional messages.
As a result, Leroy Merlin experienced a 300% faster customer service response time, a 20% increase in basket size, and a 30% cost saving compared to using SMS.
For more information and inspiration, take a look at how other brands, in collaboration with Viber, have reached their goals and are growing increasingly successful.
A well-rounded approach to communication with customers at each stage of the customer journey is a must. Targeted marketing efforts help attract and retain clients, while excellent customer service fosters trust and loyalty. Simultaneously, building a strong brand identity sets businesses apart in the competitive digital market, creating a lasting impression on their audiences. Ultimately, it all contributes to long-term success and sustained growth.
Viber offers numerous benefits for brands, enhancing a company's digital presence. Viber helps build a strong brand identity in a seamless and interactive way. Its advertising tools and rich media support effective marketing, driving engagement and conversions. In customer service, Viber's chatbots and business messages facilitate prompt, personalized assistance, nurturing loyalty among clients.
With Viber having 1 billion downloads on Android only, it's evident that businesses must consider integrating the app into their marketing toolbox. Try Viber and see how it transforms your business and relationship with customers.