Історії успіху Viber a1-serbia

A1 Serbia

Better CX and streamlined customer renewal journey with Viber Business Messages
Delivery rate

68%

Open rate

72%

Rakuten Viber share in each customer journey

20%

About Company

A1 Serbia is a part of A1 Telekom Austria Group, a leader in digital services and communication solutions in the region. The group is a European unit of América Móvil, one of the largest telecom service providers in the world. A1 Serbia is committed to creating innovative solutions and services, enabling millions of users to choose and make the most of the opportunities that digitalization offers. As an international operator, A1 Serbia constantly invests in infrastructure and improves the quality of services and customer experience.

Background

The company used SMS, push notifications, and email as their primary channels of communication. In order to centralize their communication channels, eliminate overlaps and deliver personalized messages to their target audience they recognised the need to integrate Rakuten Viber as their flagship marketing tool.

Goals
  • Streamline and optimize omnichannel marketing campaigns
  • Enhance communications used in the customer renewal lifecycle
  • Improve E2E customer experience & satisfaction
Solution
  • Rakuten Viber is integrated into the company’s Salesforce Marketing Cloud
  • In synergy with other channels, Viber Business Messages are used at specific points in the customer renewal journey
Історії успіху Viber 1
Results
  • 68% Viber Business Messages delivery rate
  • 72% Open rate out of delivered
  • 20% Rakuten Viber share in each customer journey
Quote
Customer renewal lifecycle is one of the key customer journeys for us, so communication for it is crucial. Viber Business Messages have become a major element of this lifecycle, delivering effective communication and even allowing us to reach clients who wouldn’t engage with other channels. It’s now a key component of our strategy to communicate with customers at the right time, with the right channel, and the right content.

This success story has been achieved in cooperation with Viber’s official messaging partner

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