Messaging platform makes it easier, faster, more secure to connect with customers

CONSUMERS are choosing to spend more and more time on their phones, and the proliferation of social media and messaging apps have given them greater access to brands and businesses. A recent Forrester/ Google survey says that 68 percent consumers are more likely to go with the business that offers convenient communications, and a global Wolfgang Digital E-commerce KPI Report reveals that 53 percent of customers are more likely to buy from a company they can contact via a messaging app. Combine these results with statistics that 71 percent of customers expect brands to communicate with them in real time, and you will see a challenge that both small businesses and big brands are facing now.

Viber, one of the world’s leading messaging apps, understands this and offers Viber Messaging Solutions that allow brands to reach their customers on each stage of the customer journey, and turn conversations into conversions as a result. Different businesses have different needs, so Viber offers two integration options—business Messages or Chatbots—compatible with its three message types. Messages from brands to customers can be transactional (for example, order confirmation or notification about delivery of goods), promotional (messages with a special offer or promotion), as well as two-way conversations (customer support, receiving feedback, or placing orders).

Viber Business Messages allow brands and businesses to plug in their existing customers’ optin database. These can include richer messaging elements like images, files, and call-to-action buttons with links for a more enhanced experience for customers, instead of just generic text-only messages. They are also cost-effective, costing much less than SMS, but you can also guarantee timely message delivery via SMS fallback for your peace of mind (e.g. for one-time passwords). Also, business messages are super secure for both brands and customers.

Especially for businesses who do e-commerce or want to improve excellent customer support, Viber Chatbots are another great messaging tool that can offer real-time customer support any time of day (or night). Chatbots are in touch around the clock and answer customer questions instantly by automating routine processes, reducing user frustration and increasing their level of trust in the company—all while reducing personnel costs. This messaging tool can also be leveraged as an additional sales channel, providing businesses with the the ability to sell their products and services directly to Viber.

Global brands like Coca-cola and WWF and local businesses have used Viber Messaging Solutions to interact with new and current customers and boost awareness for campaigns. They’ve seen great and measurable success in growing brand interactions, from improving response rate among customers to inciting actions like app downloads and bookings. Primer Group of Companies here in the Philippines, for example, introduced their new Viber Channel to connect with offline customers and offer them more shopping options with direct links and exclusive offers, contributing to them achieving 401 percent of their sales targets.

Viber remains an important channel for customer interaction because of its ease and accessibility, but also because of its security. Especially for business updates and formal communications, it’s important that customers receive these on a credible and secure platform. Considered as one of the most secure messaging apps in the world, Viber takes security and data protection very seriously and complies with all applicable laws and regulations.

Now is the most crucial time for businesses. Give it the boost it needs by turning customers into loyal advocates through solutions that put them first. Start by giving them a secure, efficient, effective and direct line with you through their chats.