Businesses can effectively use Viber Business Messages at every stage of their interaction with customers, from the very first contact to post-purchase communication. For example, they can send various types of necessary messages such as information updates, reminders, confirmations, promotions, and incentives. Below, we will explain in detail how to use this service and provide examples of effective usage in sectors such as retail, banking and finance, and logistics.
Businesses can communicate with their customers on Viber in the following ways.
- Promote Products and Services
Businesses can send all kinds of marketing messages, such as introducing new products, offering promotions, highlighting brand-new products or services, and delivering short- or long-term discounts directly to customers. They can also include call-to-action features, encouraging recipients to make a purchase, call directly, or visit a website.
- Customer Verification
In addition to sending one-time passwords (OTP) for account creation, password recovery, or two-step verification, businesses can also verify whether the recipient’s phone number is valid.
- Send Notifications
Important updates such as order confirmations, delivery status, payment receipts, or appointment reminders can be delivered to customers promptly, ensuring they receive timely information.
- Customer Care
Businesses can respond to customer inquiries, provide support, and address complaints quickly. Even post-purchase, companies can increase customer loyalty by sending satisfaction surveys, product usage instructions, and loyalty program rewards.
How to Use Viber Business Messages Effectively
Here are examples from three of the most commonly used industries worldwide:
1. Retail Sector
It’s important to remind customers that items left in their cart are still available for purchase. Imagine if the new model of a phone, sneakers, or a coat they were looking for simply arrived for them automatically—how convenient would that be? And on top of that, with an additional promotion. This makes it one of the most effective marketing messages for online stores.
With images, videos, and stickers, businesses can present new products or services in an engaging way. Customers can view the content directly within the app and make purchases with a single click, making the process seamless and highly effective.
By connecting a Viber Business account to a CRM system and offering products tailored to each customer based on their previous purchases, businesses can increase the likelihood of purchase and boost sales.
Ukraine's largest pharmacy chain, Podorozhynk Pharmacy, sent messages directing each customer to a chatbot to deliver personalized rewards. As a result, they executed their marketing campaign with 450% performance and increased their return on investment by 10%.
2. Banking and Finance Industry
Banks and financial institutions can send personalized offers based on each customer’s account activity and spending patterns. For example, they can promote online shopping or airline points cards and reward programs tailored for customers who frequently shop or travel. They can also send timely reminders about expiring cards or upcoming insurance renewals.
Sending one-time passwords (OTP) and account-related alerts via Viber is reliable, and customers tend to view these messages faster. This is because users actively use the app daily, allowing them to see messages immediately and respond without delay.
Ukrisbbank, in collaboration with the European Bank for Reconstruction and Development, successfully used Viber Business Messages to increase engagement with their mobile application. When promoting their new app, the bank utilized image-based messages and call-to-action (CTA) buttons to boost user interaction, significantly improving campaign results. As a result, app downloads increased by 50% and app usage rose by 30%. Compared to regular messages, sending messages via Viber proved to be twice as effective.
3. Logistics and Delivery Industry
Through Viber, customers can easily place delivery orders, provide their address and location, and schedule delivery times. By sending details such as apartment or building name, entrance, floor, and phone number directly in the chat, there is no need for multiple calls with the driver. Customers can also track the progress of their shipments via messages.
If the recipient is not home at the time of delivery, the driver can send a photo confirming where and how the package was left. This allows customers to monitor their deliveries worry-free and maintain clear, reliable communication with the company.
Since 2018, Serbia’s D Express has been using Viber Business Messages to automatically send delivery information to customers. This enabled customers to reply directly to the business account and perform actions such as requesting additional information or changing the delivery destination—all within a single chat. As a result, 85% of deliveries were successfully completed on the first attempt. Customer satisfaction increased, complaints decreased, and the delivery process became simpler and faster.
For more detailed information about Viber Business Messages, contact us directly by clicking here or by calling +976 7272-7070.
