Building unique customer journeys with Viber

customer journey Viber
Viber business messages can help your business build memorable customer journeys that meet customers' growing expectations.
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customer journey Viber
Customer expectations are continuously and rapidly increasing. It is safe to say that they have now reached an all time high. In this new business model, people have the power. They expect better service, better products, better experiences, and better prices from brands they do business with. To meet these expectations, it is vital to simplify the customer journey by using efficient, secure, and trusted communications channels.

How can Viber be of help?

A popular and pioneer messaging app, Viber is used in 193 countries by many brands, in order to serve their marketing and advertising needs. With more than 1billion users now registered with Viber, marketing strategies can work wonders for a brand and a business alike.

And that’s not all, the platform is cheaper and more cost-effective than SMS, while it also has an exceptional delivery rate of almost 100% .

What’s more, thanks to its wide range of functionalities, it enables brands to accompany their customer throughout their entire journey. From the initial contact to order and delivery confirmation to post-sales support you are sure to build your customers a memorable journey.

More security, more authenticity, and way more trust

User privacy is one of Viber’s top priorities. Unlike many other apps, all user communication is very safe and is never read for the purpose of advertising, due to the strong end-to-end encryption. This is critical for modern consumers who prefer to use secure and privacy-protecting apps.

Sending spam (unauthorized bulk messaging, advertising included) from private accounts is also prohibited by the Viber terms of use.

In addition, thanks to Viber Business Account, your customers can rest assured that your messages are the real deal. An authorized account makes the brand more recognizable by communicating via an official channel. It is marked with a Blue Tick in the user’s chat list and includes Viber service name, the brand’s logo, and business info (or Chat screen information) such as contact information, address, and business activity profile.

This way, the user can be sure of the authenticity of the messages received, so brands can more efficiently build trust and engagement, important elements of the customer journey.

Engaging with clients with promotional messages, stickers and ads

When it comes down to ways to engage with your audience, you are free to think creatively. Most of the time that is. Luckily, Viber has the tools to back you up. More specifically, these are promotional messages, stickers and ads.
  • Promotional messages can contain up to 1,000 characters, emoticons, images, links, and/or buttons. They are ideal for communicating important information to your customers, introducing special offers, loyalty programmes, and promos. The promotional messages can be further enhanced with the use of chatbots.
  • Ads help brands get their message in front of users with post-call, banner, video, desktop and chat list ads.
  • Promo stickers are probably the most interesting advertising format. Stickers are a bright, funny, and witty way to get your brand in front of consumers. They attract the user’s attention and set a friendly tone for communication using the brand’s identity. When users download branded stickers, they automatically subscribe to your Viber Business Account.
All of Viber’s rich media options, including images, PDFs, GIFs, stickers, and others, are a great way to kick off engaging conversational experiences.

Closing the sale

Once you have successfully engaged with your client, time is nearing for them to proceed with their purchase.

The messaging platform can guide them through the remainder of the buying journey with personalized and/or automated messages helping them make the final decision and discuss their order details. Either with a brand representative or a chatbot, customers can discuss things like the colour, quantity, delivery time, address and date. After that customers can complete their purchases by following the checkout link.

These simple but proactive features ensure the customer remains fully informed throughout the process, and is never left feeling ‘out of the loop’.

Stay in touch every step of the way

Transactional messages are key to building long-term loyalty by delivering important information or notifications at just the right moment.

From balance or delivery status updates, to other non-advertising information, the purpose of a transactional message is to provide useful information to the user after a purchase or any other transaction.

Transactional Viber messages keep your brand top of mind with your customers and can reduce your dependence on marketing messages to maintain a connection. They also provide customers with peace of mind, in an effort for your brand to build oyalty and trust.

Customer service and retention

So, that’s it. The item has been received and signed for by the customer… Yet Viber’s job isn’t done yet.

Instead, you can ask your customers to take quick-fire surveys about their experience and the service they received. Deliver personalized special offers and update them about their loyalty points so as to complete a seamless CX-driven journey.

And when it comes to problems such as faulty goods or services, commencing a dialogue via a messaging app is of great value for consumers and brands alike. Enabling a potentially frustrated customer to reach out to you immediately, is way more convenient than searching through your site for support’s contact number or email address. With the help of Viber, you can provide instant care and support to customers using interactive buttons, chatbots, or live agents. As simple as that.

Promptness and convenience in offering solutions to your customers, is a great way to start building loyal relationships with them. And it can help turn around your upset customers.

Ready to add that extra vibe to your customer journey?

One thing is for certain, customer expectations and demands will continue to grow in the future. And keeping customers happy will continue to be a challenge.
Therefore, businesses that want to remain profitable and competitive, will need to build memorable customer journeys, in order to offer excellent CX.

Customer expectations are continuously and rapidly increasing. It is safe to say that they have now reached an all time high. To meet these expectations, it is vital to simplify the customer journey by using efficient, secure, and trusted communication channels. Viber enables brands to accompany their customer throughout their entire journey. From the initial contact to order and delivery confirmation to post-sales support you are sure to build your customers a memorable journey.
By incorporating Viber in your omnichannel campaign you are sure to achieve this goal. It is one of the channels that can help in taking your brand places with the creation of memorable customer experiences
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