Viber is among the most popular messaging tools today, not just for personal communication but also for all kinds of business communication. With more than 1 billion users globally across 190 countries, rich messaging capabilities, and secure end-to-end encryption, Viber is increasingly being used by businesses looking to improve their customer service, prevent churn, and boost sales by connecting directly with customers throughout their purchase journey.
Viber for Business is a powerful tool for brands to manage their customer relationships over messaging. It has a number of solutions that are geared toward helping businesses connect with their customers over an official channel. Viber Business Messages is a key offering of Viber for Business that enables customer-focused companies to share multiple types of messages with customers using the same channel. To send business messages via Viber, brands first need to register with an official messaging partner of Viber and request a Viber Business Profile. Once the profile is reviewed and approved by Viber, they can start sending messages from this official business account. Not only does this build trust and boost a brand’s public image online, it also drives up conversions significantly.
Viber Business Messages are primarily of three types — transactional, promotional, and conversational — with each performing a different set of functions.
Transactional Messages: These are company-initiated, text-only messages sent to customers automatically to inform them of any important update. They are triggered each time there is a change that customers should be made aware of. Businesses can select as many triggers as they want based on how closely they want to keep the users updated, for example:
The chief purpose of these messages is to keep users informed.
Promotional Messages: Promotional messages, as the name suggests, are primarily used to recommend products to particular segments of customers based on their demographics, interest, browsing history, etc. Businesses can share information related to:
to keep loyal customers informed, or to re-engage inactive customers. Such messages can have images, files, and buttons that are all geared toward gently nudging users toward purchases, to woo back dormant customers, or simply to keep them informed about the business’ activities.
Conversational Messages: These two-way messages, also called sessions messages, simplify conversations between brands and customers. They are best for dealing with customer service queries as well as for collecting feedback from customers. If customers are facing any issue, they can directly send a Viber message to the business instead of calling them and being put on hold or drafting complicated emails. Interactive in nature, they help businesses have real conversations with customers, no matter what stage of their journey customers are at. Also, customers love the convenience of simply messaging a business.
Viber takes customer experience seriously, so to avoid spamming they made a rule that for brands to be able to add their customers’ phone numbers as Viber contacts and message them, the customer first needs to consent to receive the message. This opt-in can be obtained by promoting Viber on other channels like websites, emails, SMS, social media, etc. Brands can share the URL link for Viber business messaging on these platforms. Those who click on the link are automatically subscribed. Also, users who start a conversational message with the brand are considered as having opted-in for subsequent messaging.
The Viber for Business pricing is quite reasonable. The price of each delivered message varies depending on the country code of the message recipient. The price charged for each delivered message is the price effective at the time of sending the message. There is a minimum monthly fee that needs to be paid. If during that time a business spends less than the minimum fee, they will be charged the minimum monthly fee. If it’s more, they will be charged the actual sum. The sum is calculated for each Viber Business Messages account.
Viber Business Messages provide an unmissable business opportunity for brands looking to create meaningful connections with their customers. They are especially valuable for retailers, e-commerce, banks, logistics, and healthcare companies. However, all customer-focused companies must consider adding Viber Business Messages to their communication strategy.