CM.com is global leader in cloud software for conversational commerce

AI & Chatbots + Omnichannel platform for customer service in messengers

Leading omnichannel communication provider

End-to-end integrated software, internet, mobile and hardware solutions

Communicate with your clients via Viber Business Messages, SMS, E-mail, Chatbot and other channels.

Customized bot development and analytics tools

Optimizing communication channels, from businesses to customers

IMEDIA is operating in the field of providing value-added services on telecommunications platforms.

Omnichannel Messaging Platform for effective marketing communication

Connecting businesses with their customers on Viber, powering secure, private interactions 

Communications APIs, unified communications and contact centers

Providers of Cloud Communication Platforms (CPaaS) for Enterprises, OTT players & Telecom operators

Strengthen your position with Viber messaging for better business with your customers

CPaaS empowering businesses to communicate with customers using messaging, video and voice solutions

Making communications and communities for brands: B2C & D2C messaging, chatbots, campaigns

Creating chatbots that people actually love!

Software development company from UI/UX & Design to product development and IT consulting

Software development company specialising in web, mobile, chatbot and tech consulting

Designing and executing integrated digital, analytic and marketing solutions

Communication platform to keep in touch with your frontline employees

User-friendly chatbot builder for popular messengers, without programming knowledge

Custom chatbot developer with a focus on informative, communicative, awareness and E-commerce

Infobip is a global leader in omnichannel communication

Integrated solutions provider from advertising sales, marketing, branding to production

360 agency building Viber chatbot solutions

International messaging service provider for mobile operators and enterprises worldwide

Hybrid Chat, Conversational Marketing and Customer Automation

Grow your audience, engage your customers, automate your messages - across multiple channels

Platform to automate marketing, ecommerce, service operations and support in messengers

#1 Ukrainian Telecom Operator with over 25 million subscribers

Viber's #1 Business Messaging partner in the Philippines

Omnichannel solution provider in the Cloud Communications industry

Viber and SMS messaging service provider with web interface and via API

SMS Centre provides a professional omni-platform for business tasks

Omnichannel communication platform for modern businesses to delight customers

Οmni Channel Business Messaging Specialists of real-time, one-to-one & two-way communication

Providing mobile services to banks and financial institutions in Nepal

Optimised two-way communication between management and employees

Enterprise chatbot provider with high-end AI and cross-industry communication know-how

One of the biggest companies on the business communication market in Russia and CIS

We offer digital tools: SMS, OTT, Virtual PBX, CRM, AI BOT, Contact Center

A global cloud communications platform for all your mobile marketing needs

Next-gen CPaaS with Web & Cloud API services for marketing automation

Enterprise solutions platform for communications, payments, CRM and marketing

Leading Conversational AI and CX Automation Platform

Digital transformation and engagement services, AI chatbots, smart cities and fintech applications

Expert customer engagement and A2P mobile messaging solutions with over 20 years of experience

SparrowSMS: Leading Bulk SMS provider in Nepal and Global Enterprise Messaging

Multichannel messaging platform for successful business communication

Omnichannel platform for customer support teams

Removing communication complexities, so you can succeed.

Founded in 2006, Logate in Podgorica delivers IT solutions for telecoms and banks

Global communications platform for messaging, verification, and fraud prevention

We offer digital transformation services and global vendor software solutions

URBO is B2B SaaS company for the creative and recreational industries

Messente: Messaging partner for companies who want to send business-critical messages at scale

Omnichannel messaging provider for business communication

First in AI and c-commerce, we provide innovative messaging solutions

A holistic messaging and digital agency for messaging solutions

Largest A2P multi-channel messaging platform in the Philippines

SMSBAT is a group of companies that develops and implements modern digital marketing solutions

Communication platform helping brands build connected customer experiences.

Automate sales, marketing, and support with Terra's smart AI technology

A Leading telecom company, GSMA certified Voice carrier and SMS hub, MEF & ITU member

Omnichannel business messaging platform for marketing, sales & support

Multichannel messaging platform for business communication

Digital Solution Provider, Chatbot development and Customer support

Omnichannel platform with built-in phone, webchat, email, tickets, etc.

Creating OS and application software for business digitalization

Corporation in technology and international business, telecommunication and information solutions.

Different Solutions for different ways of communication

A leading service provider in Myanmar's TMT (Telecom, Media, and Technology) industry since 2003

Digital enabler, specialized in Chatbots, Messaging and Engagement

Omnichannel communication platform for business messaging globally

Operating globally through telecom partnerships, providing tailored messaging solutions and support

Expert in reaching, engaging, and retaining the right audience

Swift Technology specializes in Fintech, Vas SMS & custom software dev

Ommichannel platform to communicate worldwide

Seamlessly integrate GenAI agents and live support for superior CX

WayMore Marketing Intelligence Suite helps marketers achieve their goals.

Develop omni-channel messaging campaign through Viber, RCS, What's Up

The Globally Connected Customer Engagement Platform

We provide SMS A2P to Apac pacific region and fintech solution

Top 3 Mobile Marketing agency in Vietnam, offering fast, diverse solutions

Enable novel customer experiences with Generative AI chatbots

Build the future communication for global mobile operators and enterprises

Custom software solutions, staff augmentation, R&D and MVP development

klink.cloud is a leading omnichannel customer engagement platform provider

Smicos: AI-powered chatbot to boost sales, streamline management, and more.

Positive specializes in IT solutions, complex AI assistants, and chatbots

Nikita Mobile LLC is a leading mobile marketing and e-commerce company

We are starting the year with major news! To improve user experience, increase the app’s utility, and lean into our superapp strategy, we are releasing two brand-new products: Business Inbox and Commercial Account.&nbsp;This update has been planned with both users and businesses in mind, as, research shows, <a href="https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying" target="_blank" rel="noopener noreferrer nofollow">71% of consumers expect companies to deliver personalized interactions</a>, and <a href="https://www.gartner.com/en/newsroom/press-releases/2021-11-18-gartner-survey-shows-64--of-customer-service-and-supp" target="_blank" rel="noopener noreferrer nofollow">82% of organizations plan to implement a value enhancement strategy to deliver a better customer value through services</a>. Commercial Account and Business Inbox will help us address these trends, expand our superapp portfolio, and lay the foundation for more exciting additions planned for this year.<h2 style="text-align:center;">Business Inbox: what is it, and how does it work?</h2>Business Inbox is a dedicated space for brand-user interactions, accessible directly from the regular Chats screen. It enables users to store and organize all <a href="https://www.forbusiness.viber.com/en/business-messages/">business messages</a> from official brand accounts in one folder: from transaction notifications and order confirmations to special offers from favorite brands and 1-to-1 brand-user chats.&nbsp;After release, the Business Inbox folder will be created for users who have business chats in their account, and all business messages will move there automatically (on Rakuten Viber version 18.0 and above). For users who do not have business chats in their account, Business Inbox will be created once the first business message is received. Once the Business Inbox folder is created in the Chats list, all business messages will go there by default.&nbsp;Business Inbox will let users customize their Rakuten Viber experience and organize the interactions with brands in a way that is most convenient to them:<ul><li style="text-align:justify;">pin a specific brand's conversation at the top of Business Inbox;</li><li style="text-align:justify;">move any brand out of the Business Inbox and into the main Chats screen;</li><li style="text-align:justify;">pin any business conversation to the top of the regular Chats screen;</li><li style="text-align:justify;">see notifications about new business messages on the locked screen;</li><li style="text-align:justify;">see the number of unread business messages next to the folder’s icon, as well as names of the brands they’ve interacted with most recently.</li></ul>At the same time, the latest updates from a business will be easier to find: the folder will be pinned to the top of the Chats screen by default, and business messages will not mix with personal Chats.&nbsp;<figure class="image"><img src="https://lh4.googleusercontent.com/l6kHkhD-e268TNBCXLgg-szY2omltdqJG_BsORsh3d7zbrQLDMWNbFwWB2pMPx5A8vx8zWBa44VYekfEtv6j7dw4-NCL3p2Tn-EgPSK8W4pJ2oWZAOHm1-J_uR7NDxcPmI4Gzbff0PkX6h1Bg-2nMqzWQNGlJEvKGqRL8ulXs-je0P_ThAufDbiaLiU4pQ"><figcaption>Customizable Business Inbox on Rakuten Viber</figcaption></figure><h2 style="text-align:center;">What are the benefits of Business Inbox?</h2>Business Inbox is designed to improve the brands’ customer experience, encourage engagement and loyalty, and enhance user safety and trust. Here’s how:1. Business Inbox is hard to miss and easy to find because it is pinned to top by default and, even if unpinned, moves up the Chat list with every new message, so it’s practically always in view. Users will have an easier time finding the info they’re looking for, and brands will get more exposure, raising both visibility and engagement rates.2. Business Messages are neither mixing nor competing with personal chats, which improves user disposition. According to a survey launched on Rakuten Viber before the the release of Business Inbox:<ul><li style="text-align:justify;">68.73% of users viewed Business Inbox favorably and found it convenient;</li><li style="text-align:justify;">55.5% want to receive messages in Business Inbox;</li><li style="text-align:justify;">32.7% will have a better attitude to business messages after Business Inbox is introduced.*</li></ul>3. Brands will see reduced block rates and higher Open rates, thanks to removing the overlay that used to come with the first business message to specify it was from a brand.4. Having organized their interaction with brands in a way that’s convenient to them, users will be more likely to engage and be satisfied with their customer experience.5. Business Inbox admits messages only from verified official accounts. Thanks to that, users don’t have to worry about safety when receiving a new message in Business Inbox: they can be sure it’s from a real company. This will improve the general levels of trust towards business messages and put users at ease.6. Moreover, Business Inbox also protects brands’ reputation because fraudsters who would possibly seek to impersonate a brand, won’t be able to send their messages into Business Inbox.&nbsp;&nbsp;7. An attractive new ad placement inside Business Inbox lets brands advertise where their potential customers are ready to communicate with businesses.<h2 style="text-align:center;">Commercial Account: what is it, and how does it work?</h2>Commercial Account is a single meta business entity that allows users to search and discover all business info and channels of communication—in one place. What makes it different from a Business Messaging Account:<ul><li style="text-align:justify;">Users can search for these accounts (businesses) proactively by typing the name of the business into Rakuten Viber's main search bar. Search results will be grouped under the new "Businesses" section.</li><li style="text-align:justify;">Commercial Account Page: a new infopage that will display the brand's title, logo, verification badge, up to three addresses, a website, a phone number (which can be dialed in one click with a button, description (up to 1000 characters), and communication channels available on Rakuten Viber: including Business Messages and, soon after launch, Chatbots.</li></ul>Rakuten Viber will continue to expand the capabilities of Commercial Accounts post-launch, adding more channels of communication to be available at users’ fingertips (starting with Chatbot), more services under a single account, and extended features, including location, in-app calling, and more.&nbsp;<figure class="image"><img src="https://lh5.googleusercontent.com/_1IbygRrdHvUE99ulIXfyTqTJsUnOZspMVfA52K8RRhucRer3TOXQg4NWkV4Q82PCw-gCEQUUL5MAwrmZt5FDRwjjE7uxNMEa0QgGm8_cMG8TFusjwbtOZJ4pfsEtpja59U5zZzdq-T9IWnHDEfHTp_tvO-758SPZZHkoFEpNQM_tSCe3G0R8HR6l0vw-w"><figcaption>A searchable Commercial Account on Rakuten Viber: user journey</figcaption></figure><h2 style="text-align:center;">What are the benefits of Commercial Accounts?</h2>Commercial Account is an overhaul of brand presence in Rakuten Viber: it’s better organized, it will offer more channels, improve the flow of brand-user interaction, and simplify the orchestration of brand communication:<ol><li style="text-align:justify;">Being searchable, Commercial Accounts will give more power to the users: they will be able to find brands, not just be found, and initiate communication with brands proactively.</li><li style="text-align:justify;">For brands, it means that people who are interested in them, will be able to find and engage within their favorite messengers. It will improve brand visibility and encourage engagement.</li><li style="text-align:justify;">At the same time, Commercial Accounts will also improve customer experience: users who want to connect with a business on Rakuten Viber will be able to easily find all business info in one place, enjoy a mini-website experience within the app, and choose the channel they prefer at any particular moment. For example, if a customer has an urgent yet simple question, they might choose the Chatbot. If they want to talk to a support representative, they have Business Messages. And if they’d rather use voice—there’s the “call” button right at their fingertips. Create seamless customer experiences.</li><li style="text-align:justify;">Once Chatbots are added to Commercial Accounts, different communication channels can start working in synergy: a Chatbot’s subscriber can click on the account and immediately find Business Messages, and vice versa. This enables complex and versatile approaches to customer acquisition: for example, brands can use Rakuten <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Viber Ads</a> or branded Rakuten Viber Lenses (work especially well for engaging Gen Z users) to bring in new subscribers to the Chatbot. Once <a href="https://www.forbusiness.viber.com/en/blog/post/competing-for-customer-attention/">attracted</a>, these users can be <a href="https://www.forbusiness.viber.com/en/blog/post/beyond-messaging-viber-for-business-solutions-for-every-stage-of-your-marketing-funnel/">moved along the funnel</a> to become customers and, with a <a href="https://www.forbusiness.viber.com/en/blog/post/10-must-know-benefits-of-viber-for-business-for-marketing-and-sales/">smart messaging marketing</a> strategy—even regulars.</li><li style="text-align:justify;">Commercial Account works in synergy with Business Inbox to make it even more difficult for fraudsters to impersonate brands, and even easier for users—to recognize authentic brands. Only verified brand accounts have Commercial Account Page or can send business messages that land in Business Inbox. As a result, when receiving a message in the folder, users know they’re dealing with a real brand, and if they have any doubts, they can make sure the brand is trustworthy by checking out its Commercial Account Page. This will protect brand reputation and raise general trust towards business messages.</li></ol>Most importantly, Commercial Account lays the foundation for more features and solutions we will be adding this year, as part of our <a href="https://www.forbusiness.viber.com/en/blog/post/superapp-for-marketers-part-1-what-is-a-superapp/">superapp</a> strategy.<h2 style="text-align:center;">Questions? We have answers:</h2><h2 style="text-align:justify;">Business Inbox</h2>How will Rakuten Viber help educate users about the new feature?To help users get acquainted with Business Inbox, a tooltip will be added in the main Chats screen and an explanatory overlay modal will greet users first entering the Business Inbox folder. Moreover, there will be a CRM campaign to introduce Business Inbox with a deep link leading to the folder, as well as a follow-up campaign that will target users who have not opened Business Inbox some time after the launch. On top of that, we have PR activities planned that will help disseminate information about the new feature and raise awareness among the users.What if users run into trouble with the update? For questions and complaints, how fast will the response and turnaround be?Before launching Business Inbox worldwide, we have provided early access in Bulgaria. Thanks to that experience and invaluable feedback from our users and clients there, the Rakuten Viber support team is well-prepared to answer user questions about the feature. The average turnaround time for such a response is 12 minutes.Can a user delete or disable the whole Business Inbox folder? Or select some setting to just receive all BMs in the main chat, as usual?No, Business Inbox cannot be disabled or hidden. All business messages land in the Business Inbox folder by default. However, users can move any business chat out of it, to the main Chats screen.<h2 style="text-align:justify;">Commercial Account</h2>How can I edit my Commercial Account?Commercial Accounts and BM accounts will be editable through a new management tool that will arrive along with the update: Commercial Account Management Portal (CAMP). Business Messaging Portal (BMP) will be removed. Just as with Business Messaging accounts, you will be able to make changes with help of our <a href="https://www.forbusiness.viber.com/en/messaging-partners/">messaging partners</a>.Will the Chatbots be added by default to all Commercial Accounts on launch?On launch, only existing Business Messaging accounts that meet the criteria will receive a Commercial Account. The ability to link Chatbots to Commercial Account will be introduced soon after launch. Once that becomes possible, partners will be able to link existing or new Chatbots to Commercial Accounts via CAMP, as well as create a new Commercial Account for their client (and link to it either a Chatbot, a new Business Messaging account, or both). To each Commercial Account, multiple Chatbots can be linked, but there will be only one Business Messaging chat per account.Can a user search for a Commercial Account if they haven’t received any business messages before? Can a user send a message to the account that hasn’t enabled conversational messages? Is it possible for an end user to contact a company that has never sent them a message for any reason?Users will be able to search for any Commercial Account and initiate conversation with any brands who had existing Business Messaging accounts (even if they didn’t receive any messages from brands before). If a brand hasn’t activated conversational messages, the user will get an auto reply saying that a company doesn’t currently receive messages.&nbsp;Will the customer-brand messages be encrypted? What other privacy features will be available to them?Business messages chats available in Commercial accounts will have encryption in transit, just as all business messages on the app. Encryption in transit is used when messages are sent not by an individual but through a brand’s platform using an API protocol. As soon as the message is sent (it’s “in transit”), it’s 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 it back to the user or service. Encryption in transit provides an exceptionally high level of security for brand-user communication. It is the closest thing to end-to-end encryption that’s used for peer-to-peer messaging on Rakuten Viber.<h2 style="text-align:center;">Takeaways</h2>The logic behind these two releases is two-fold. First of all, it represents Rakuten Viber’s long-standing principle that the needs of users and businesses are not at odds with each other—they are a part of the same equation. As a mediator of brand-user interaction, Rakuten Viber knows that good user experience is the foundation of good customer experience for our business clients, and <a href="https://www.forbusiness.viber.com/en/blog/post/brand-building-evolved-thousands-of-micro-interactions/">good customer experience is crucial</a> for enterprises. This release follows this philosophy: Commercial Account and Business Inbox are convenient for users and effective for brands.And at the same time, it’s building the foundation and architecture for developing as a superapp. Users have dozens upon dozens of apps, and so, so much to do; people have grown overwhelmed and tired of juggling them to get things done. They have many apps, but they’re using fewer and fewer of them regularly and yearn to streamline their lives and their digital interactions, organize them, and give themselves a cleaner user experience—human experience. But messaging apps like Rakuten Viber are integral to most people’s routine and consistently top the lists of most used mobile apps. That makes messengers perfectly positioned to fill in this role of a superapp, to enable users to solve as many tasks as possible—within the comfort of one app that they’re already using anyway.&nbsp;And the thing is, a lot of the things that users would seek to do via Rakuten Viber involve interacting with businesses anyway: ordering food, tracking and managing deliveries, shopping, getting support, etc. Being able to do all these things within Rakuten Viber is convenient for people. And of course, all of these use cases are, in fact, potential touchpoints and tools for our business clients to engage their audience, build a stronger, long-term relationship with customers, promote loyalty, and drive sales.&nbsp;That’s why maximizing Rakuten Viber’s utility to the users is a boon to both people and enterprises. And as a superapp, Rakuten Viber seeks not only to have many services to offer, but to actually tie them all together into a seamless ecosystem, where everything works in synergy: a one-stop shop for all brand-user interactions.This year is the year of the superapp at Rakuten Viber: we have much more in store for you, and we’re very excited to see our users and businesses—from micro-enterprises to international corporations—thrive in the system we’re building.&nbsp;<a href="https://b2b.viber.com/newsletter-opt-in">Stay tuned</a> for more game-changing Rakuten Viber news in 2023.*Rakuten Viber Survey (18-20 of January 2023); markets: Greece, Serbia, Croatia, Hungary.

Milestone Release: Meet Commercial Account and Business Inbox

Rakuten Viber launches two major new products: Commercial Account and Business Inbox

Milestone Release: Meet Commercial Account and Business Inbox

Поділитися

Схожі статті