The Rise of Conversational Commerce: How Viber Rich Business Messaging is Transforming the Customer Experience

Viber mariia-martyrosian
Mariia Martyrosian
Global PR & Marketing Innovations Director at Rakuten Viber
The Rise of Conversational Commerce: How Viber Rich Business Messaging is Transforming the Customer Experience

In recent years, with the advent of smartphones and the widespread availability of mobile internet, the way we live, communicate, and shop has completely transformed. Gone are the days when making a purchase required a visit to a physical store or spending countless hours navigating complex websites. With just a tap of a finger, we can now order goods and services from anywhere in the world, all from the convenience of our mobile devices.

Conversational commerce takes this convenience to a whole new level by enabling businesses and customers to engage in real-time conversations through messaging platforms. It allows for seamless, interactive communication, transforming transactions into conversations and creating a more engaging and satisfying customer experience.

Viber Rich Business Messaging, which consists of Viber Business Messages and Viber Chatbots, is at the forefront of this conversational commerce revolution. With its user-friendly interface and robust features, businesses can now connect with their customers on a deeper level, providing personalized recommendations, answering queries, sending booking confirmations or transactional details, and even completing transactions within the chat interface.

Conversational Commerce: Enhancing Customer Experience Through Personalization and Convenience

Conversational commerce is a significant shift in modern business interactions, as it enables companies to engage customers in natural and meaningful two-way exchanges. This approach refers to the use of messaging apps, chatbots, voice assistants, and other conversational interfaces to facilitate sales and customer service. 

One of the key advantages of c-commerce is the ability to provide personalized experiences. By leveraging data and AI-driven technologies, companies can tailor their interactions to individual customers, taking into account their preferences, pain points, purchase history, and even their current context. This level of personalization creates a sense of being understood and valued, which can lead to higher customer satisfaction and loyalty.

Another benefit of c-commerce is the convenience it offers to customers. With messaging apps being a preferred method of communication for many people, they can easily engage with businesses at any time and from anywhere. Whether it's seeking product recommendations, getting real-time support, or making a purchase, customers can do so effortlessly through a conversation. Plus, conversational commerce eliminates the need to switch between different platforms or websites, improving accessibility for customers.

Furthermore, it allows for interactive and engaging experiences. Through chatbots and voice assistants, brands can guide customers through the buying process, provide product information, and even offer personalized recommendations. This interactive nature adds an element of fun and excitement to the buyer’s journey, making it more memorable and enjoyable.

Viber Business Messages: Seamless Conversations, Unforgettable Experiences

Viber Business Messages empowers brands to have real-time, personalized conversations with their customers, unlocking new levels of customer engagement and satisfaction. With its impressive features and capabilities, this platform is a game-changer in the world of customer communication. 

  • Customized and individualized conversations: Viber Business Messages allows businesses to tailor their communication to ensure an experience that resonates with the customer. Be it a query, support request, or promotional message.
  • Instant messaging for smooth interactions: Businesses can have instant communication with their customers, just like having a conversation with a friend. This enables frictionless back-and-forth interactions, fostering trust and reliability between the brand and the consumer. Whether it's resolving a customer's concern or offering real-time support, this platform empowers you to be there for your customers when they need you the most.
  • Showcase creativity and brand personality: Brands can incorporate emojis, files, pictures, and even videos into their messages, adding a touch of visual appeal to their conversations.
  • Use interactive buttons to drive engagement and conversions: Businesses can use interactive buttons, such as call-to-action buttons, to guide customers toward specific actions or promotions. This not only enhances the user experience but also drives increased engagement and conversions.
  • Easy conversation management with reply and pin features: Users can reply to specific messages, allowing for easy context within the conversation. Messages can also be pinned for quick reference.
  • Effortless sharing and accessing of information: Users can copy codes, emails, and links directly from the message, making sharing and accessing information a breeze.
  • Visual communication through photos and videos: Customers can send photos and videos to the brand, enabling them to share visuals that give additional context or support their inquiries. This rich media integration allows for a more immersive and comprehensive customer experience.
  • Send messages up to 1000 characters for comprehensive communication: Businesses can effectively convey their message with Viber Business Messages, providing all the necessary details in a concise yet comprehensive manner. This eliminates the need for multiple exchanges and ensures that customers have access to the information they need without any hassle.
  • Auto-reply messages for added convenience: With this feature you can automatically respond to customer inquiries, even outside of regular business hours, ensuring that no message goes unanswered. 

With Viber Business Messages, your brand can elevate customer experiences by integrating interactive messaging, multimedia content, and efficient customer support. By providing a convenient and engaging communication platform, you can strengthen brand loyalty and drive business growth.

Tailoring Experiences for Success: The Benefits of Personalization

Tailoring messages and offers to individual customers is key to building strong relationships and driving loyalty.

Studies show that customers expect personalized interactions from businesses. In fact, 80% of consumers are more inclined to buy from companies that provide tailored experiences, while 72% indicate that they will only interact with brands that provide personalized messaging. By delivering customized content, businesses can not only meet customer expectations but also increase engagement and conversions.

Viber Business Messages equip brands with the tools they need to create and send personalized messages to their customers. By leveraging customer data and insights, businesses can send tailored messages and offers. For example, new customers can receive personalized onboarding messages, offering special discounts or free samples to help them get acquainted with products or services. 

Additionally, Viber Business Messages allows businesses to send automated reminders, personalized recommendations, and exclusive offers based on customer behavior and purchase history. This level of customization creates a personalized journey for each client, increasing their satisfaction and loyalty to the brand.

The benefits of personalized recommendations and targeted marketing campaigns

1. Enhanced Customer Experience: Personalized recommendations create a meaningful and relevant customer experience, boosting loyalty and engagement.

2. Increased Sales: When a client feels understood and valued, the chances of making a purchase skyrocket. Individualized recommendations tap into the customer's preferences and buying behaviors, enabling you to provide offers that are almost impossible to resist. 

3. Cost-Effectiveness: Tailoring messages maximizes the impact of your marketing budget, ensuring each dollar spent delivers the desired results. Moreover, with Viber Business Messages brands pay for delivered messages only.

4. Improved Customer Retention: By consistently providing relevant offers and recommendations, you foster loyalty, encouraging customers to return for future purchases.

5. Data-Driven Insights: Personalized recommendations and targeted marketing campaigns generate a wealth of data. By analyzing this data, you can gain valuable insights into customer behaviors and trends, informing future marketing strategies.

Convenience at Every Step: Viber Business Messages and the Streamlined Transactions

Rakuten Viber Business Messages cater to a wide range of business needs: 

Send order confirmations with attached receipts directly to your customers, providing them with all the necessary information at once. Keep your customers informed about the status of their orders with a tracking link, ensuring transparency and satisfaction.

Want to authenticate registrations? Deliver one-time passwords (OTPs) through Rakuten Viber, simplifying the login process for your users and enhancing security.

Running low on stock? Send personalized triggers to encourage repeat purchases, offering discounts or promotions on frequently ordered items.

Don't miss out on appointments or meetings. Viber allows you to send reminders to ensure your customers never forget important engagements.

Showcase your products directly within the messaging platform: You can provide visually rich product photos or videos, detailed descriptions, and even consumer reviews. This not only enhances the customer experience but also increases the likelihood of making a purchase right then and there.

Supply customers with real-time product information. Whether it's the latest stock availability, pricing updates, or limited-time promotions, you can keep your customers informed and engaged. 

Viber Rich Business Messaging solutions for streamlined customer interactions

Chatbots to Virtual Assistants: The Evolution of Conversational Commerce

Viber Chatbots are a great rich business messaging tool that allows brands to provide automated around-the-clock support and sales assistance. Brands can customize their chatbots with interactive buttons, send personalized notifications to customers, and engage them with photos, emojis, and GIFs. They can also showcase products with carousels and lead customers to complete transactions directly in the bot. With the ability to showcase products, provide real-time information, and facilitate seamless purchases, Viber Chatbots eliminate the need for customers to jump through hoops while navigating multiple websites or filling out lengthy forms

The future of chatbots in conversational commerce is promising, thanks to advancements in technologies like artificial intelligence and natural language processing (NLP). These technologies empower businesses to create even more advanced and intelligent chatbot systems that can understand and respond to customer queries with greater accuracy and efficiency.

Furthermore, AI and NLP technologies enable chatbots to learn and improve over time. With every interaction, chatbots can gather valuable insights and data, allowing businesses to refine their marketing strategies, improve customer service, and enhance the overall user experience. 

In addition to AI and NLP, other advancements include the integration of voice commands and virtual assistants. Voice technology is becoming increasingly popular, with devices like smart speakers and virtual assistants becoming commonplace in households. Customers will be able to make purchases, order products, and access customer support services using voice commands, making shopping even more convenient and hands-free.

Conversational commerce will seamlessly integrate across various channels, including websites, mobile apps, social media platforms, and messaging apps. Customers will enjoy a consistent experience, regardless of the channel they choose to interact with the brand, resulting in a frictionless purchasing process.

Conversational commerce is here to stay, and companies that embrace it will gain a significant competitive advantage in the future. By leveraging AI, integrating with popular platforms, and providing personalized, context-aware communication, businesses can create engaging customer experiences, drive sales, and build long-lasting relationships. 

Empowering Businesses, Enchanting Customers

As the world of conversational commerce continues to evolve, Viber Rich Business Messaging remains at the forefront of the customer experience transformation. By providing a perfect solution for personalized interactions, it empowers businesses to meet the evolving demands of today's consumers. With its ability to enhance the customer experience and foster loyalty, this tool is revolutionizing the way brands connect with their clientele. Stay ahead of the curve and embrace the power of Viber Rich Business Messaging to transform your customer experience.