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

<p>Chatbots are great news for customers and businesses alike. They let businesses offer around-the-clock support without the costs that come with human agents, but they are not about replacing humans altogether. Rather, they free up the human service agents to deal with more complex customer care needs, by handling the routine issues: the low-hanging fruit that comprise a majority of customer enquiries. And customers love their always-on, quick-to-reach nature – it means no more being kept on hold while you wait for a human agent to answer the phone.</p><p>But what exactly is a chatbot? And how does Viber let brands leverage them to maximum effect?</p><h2>The many uses of a chatbot</h2><p>A chatbot is a computer program that simulates human conversation through text chats, voice commands or both. They are essentially robots that let brands have one-to-one conversations with their customers through our messaging channel – users can communicate with a chatbot as easily as if they were chatting with a friend or relative. A successful chatbot should have an easygoing, conversational nature that’s user-friendly and easy to understand.</p><p>At Viber, we started using chatbots at the end of 2016. Since then, the functionality has grown and grown.</p><p>We now let brands customise their keyboards for their users, depending on what use case is presented. For example, when selecting a language, instead of manually typing in “English” using a QWERTY keyboard, or even selecting it from a tedious list, the brand can present the user with a series of flags. Tap the Union Jack, and hey presto, you’ll see all text in British English. Not only is it more appealing visually, and quicker to enable conversation with the chatbot, it’s also universal across all languages – everyone will recognise a flag.</p><p>Chatbots on Viber can use many different kinds of message formats to interact with users – this includes text, images, urls, videos, rich media carousels, gifs, stickers, contact cards, localisation cards and buttons. This means brands can use the full suite of messaging tools to forge and maintain stronger relationships with their customers. It lets them add more gamification, more automatic presets, to facilitate the conversation, which is a lot more engaging than your typical customer support channel. This is especially useful for informative bots specialising in areas like news. For example, we have a partnership with the WHO to send out updates about Covid, and by using a chatbot, the organisation can use all different message formats to convey this vital information to users.</p><p>But it’s also useful for other uses too, like sending out recipes, tickets, polls, games, and so on.</p><h2>Improving customer care</h2><p>Of course, their use extends beyond these use cases. Using our API, brands can connect their chatbots to their CRM systems in order to improve customer service. This can let them see a user’s engagement history with the brand, say, so they’ll know if it’s a new client or an existing one. They can also customise the level of discussion with each client – by tailoring the response, you will directly meet each individual customer’s needs, rather than asking each customer the same – often irrelevant – questions.&nbsp;</p><p>One aspect we take very seriously is user privacy. Users have to subscribe to chatbots in order to receive messages from them – it is always the users initiating the interaction, rather than the brands. Chatbots are searchable on Viber, to help users find relevant ones, and we showcase certain bots to help surface extra content. We want to help customers find what they need, and not let companies spam them with irrelevant promotions.</p><h2>When to use a chatbot</h2><p>Chatbots exist side-by-side with our Business Messaging proposition. That doesn’t mean brands have to choose between Business Messaging or bots. It depends on what goal they are trying to achieve with Viber. If you just want to send informative messages to clients for transactional or promotional purposes – to basically replace what you were sending with SMS – our Business Messaging channels will do the job perfectly. But if you want to have a more meaningful and immersive experience, to go further than just sending messages, then the bot is a better solution.&nbsp;</p><p>For example, some of our banking partners use chatbots to take customers through the authentication process, and then to send them info like their account balance. In this way, the chatbot can replace a separate feature you would normally get from the bank’s own app. Because the messaging ecosystem has become so big, it’s now a very strong entry point for brands – they realise that it’s a smaller ask for customers to converse with them through a messaging app they already use than it is to convince them to download their own, rather limited, banking app. Who really needs another app on their phone? Especially one with such limited functionality.</p><p>Viber is not the only messaging app to let brands use chatbots, but our API is more flexible in terms of what the brands can do, and the level of customisation it gives them. Some of our competitors don’t let you customise the keyboard or the user support, and they only let you communicate with text – it’s very transactional and only built for very few user scenarios. It’s very restrictive. It’s a very off-the-shelf solution, whereas ours is tailor-made, like a Saville Row suit. A lot of our clients comment on it. They love the level of customisation it gives them.</p>

The ever-expanding chatbot: how bots help brands

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