Check out your current KPIs - open/response/conversion rates and see where the loopholes are.Īlso, consider mapping your customer journey and find out where Viber - and perhaps other messaging channels, too - can help. That happens often! Especially as most companies are still focused on legacy channels that do not invite customer conversations. ✔️ My current channels are not helping the company convert more sales and/or generate repeat purchases Another alternative is using tyntec’s Conversations Inbox with Viber built-in to manage your customer conversations with security and GDPR compliance. Using the tyntec’s Conversations API can help you integrate Viber into your existing compliance and security management systems. While this is practical and a good starting point, the Viber desktop is a consumer application that may create security issues for your company.Īlso, using the Viber desktop means companies cannot integrate or sync the Viber message exchange in its systems, e.g., CRM. ✔️ I need to replace Viber desktop due to security issuesĬompanies started using Viber consumer accounts to interact with consumers, utilizing the popular Viber desktop. Viber Business Messages supports SMS fallback, so in case the end-user doesn’t have Viber installed, the message can be delivered as a text message.At the same time, Viber’s delivery rate of 97% makes a good case on why the chat app is increasingly being used to replace SMS.That is not the case with Viber since it supports up to 1000 characters. If you’re sending longer messages, you end up paying for more than 1 SMS to reach your user.Sending media messages does NOT cost more (unlike MMS).You don’t have to pay additional costs to set up a virtual number or shortcode to receive text messages. Viber comes with built-in two-way functionality.With these actions, you can measure how many inbound leads you have generated in a certain amount of time and define if Viber is the right channel for your company.ĭepending on what you’re aiming at, Viber Business Messages may end up costing less than SMS because: Communicate with existing loyal customers.Promote your new Viber Business Profile in your Viber Community and/or Group. Include a click-to-chat link into your website, promotional emails, etc.In the trial phase, you can add Viber call-to-actions to get users’ consent without being intrusive: If you’re unsure how your customers will use Viber, you can test this out with tyntec’s 30-day free trial for Viber. As a rule of thumb, Gen Z and millennials are usually faster to adopt chatting as the primary means of communication - which is the main demographic using Viber heavily. Investigate if customers are giving you feedback on which channels they feel more comfortable talking to your brand. Most consumers prefer to chat with businesses instead of receiving emails or calling a hotline number. ✔️ My core audience is ready to text my business Let’s find out more about what this messaging service can do for you □Īt the same time, Viber continues to grow! For instance, Viber had over 400% user increase in the Asia-Pacific region in 2020, with a 20% increase in the Philippines alone.īottom line: if your customer base is located in one of Viber’s top markets, it may be worth getting a Viber Business Profile to enable 1-to-1 messages. While it offers various business services, including in-app advertising, its Conversational Commerce flagship is Viber Business Messages. 70+ million interactions every single hourĪs a digital channel, Viber offers a great place where brands can interact with consumers.Viber’s actively engaged audience is the right place for companies to message consumers: The platform is most used by younger audiences, especially 25-34 year-olds and is popular with both men and women. One of the top chat apps globally, Viber boasts over one billion users worldwide with deep penetration rates in Southeast Asia (59%), Central and Eastern Europe (76%), and CIS (76%). In fact, 84% of consumers say a brand’s customer experience is as important as its products and services.Įnterprises are doubling their commitment to digital channels, especially messaging platforms, which customers increasingly prefer over traditional channels.Īfter all, 53% of consumers say they are more likely to shop with a business they can message! Research shows that putting customer experience front and center increases customer satisfaction rates by up to 30% and revenues by 50%. Savvy brands are going all out to engage with consumers on their terms - and who can blame them?
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