Rakuten Viber expands its portfolio for brand-user interaction with Business Calls

Viber mariia-martyrosian
Mariia Martyrosian
Global PR & Marketing Innovations Director at Rakuten Viber
Rakuten Viber expands its portfolio for brand-user interaction with Business Calls

Rakuten Viber, the global leader in private and secure messaging and voice-based communication, announces the global launch of Business Calls, a solution designed to enhance communication between businesses and their customers on the app. Brands can establish a new communication channel, letting customers make free international calls to their landline numbers directly through Rakuten Viber—a unique service in the messaging app industry. 

The new offering is particularly valuable for businesses that rely on call centers. In-app calls can serve various purposes, such as assisting with product inquiries, order tracking, and post-sales support in the retail and delivery sector. Banks can address account inquiries, schedule appointments, manage transactions, and offer financial advice and support, while pharmacies can assist with prescription refills, share branch schedules, and provide consultations on allergic reactions and side effects. Rakuten Viber brings a powerful tool to businesses across various industries to effectively address customer queries in a convenient place, ultimately enhancing the customer experience. 

Surveys indicate that 91% of consumers prefer brands that offer the option to either call or message.  Viber Business Calls enhances the current communication suite of Viber for Business Solutions and complements the existing business messaging solution, which has facilitated connections between customers and brands. With the introduction of Business Calls, Rakuten Viber offers users the freedom to choose their preferred method of communication with a brand, whether through calling or messaging. 

The in-app call option allows users to make calls seamlessly within the same app, eliminating the need to switch applications. This boosts conversions for brands, facilitates immediate query resolution, mitigates customer frustration that can result in negative feedback and reputation damage, and opens up opportunities for upselling and cross-selling products during conversations.

Early adopters have the opportunity to create searchable business accounts with an embedded Viber Business Call button or add the solution to their existing accounts in the app, allowing customers to easily find and call the service. Users can also initiate a call directly from a chat with a business, for example, reaching out to a delivery service to reschedule a parcel delivery after receiving a notification. Brands can include a Rakuten Viber call link on their websites, making it even more convenient for customers to get in touch with them.

User contacting a brand directly from a chat via Viber Business Calls

All business calls will be free for customers, regardless of their location. This is particularly beneficial for serving customers calling from abroad, such as a foreign traveler seeking information about their booking or a local bank client experiencing issues with their credit card overseas. It allows to improve global brand accessibility, elevate crisis management, and gain a competitive advantage by providing free support calls for customers anywhere. Businesses can choose to either designate a specific number for Rakuten Viber or continue using their regular call center number. 

"Rakuten Viber was the first messaging app to offer business messaging nine years ago, revolutionizing the way businesses communicate with their customers. Since then, we have developed a robust business messaging ecosystem and are now taking a significant step forward by introducing in-app Business Calls, a distinctive offering in the market,” says Cristina Constandache, Chief Revenue Officer at Rakuten Viber. "Being a superapp means providing our users with as many value-added services as possible throughout their day and offering brands more opportunities to engage with their customers. This update marks our next step in advancing our global superapp strategy."

Viber Business Calls are now available for integration globally. To use the solution, brands can inquire with the official partners of Rakuten Viber whether they already support Business Calls or contact the Rakuten Viber team and learn how to get started.

To discover more about Viber Business Calls, visit this page