(Originally published on <a href="https://www.thedrum.com/opinion/2020/04/15/chatbots-and-personalisation-the-impact-covid-19-communication" target="_blank" rel="noopener noreferrer nofollow">The Drum</a>, April 2020)With digital communication methods in the spotlight thanks to the Covid-19 crisis, brands are re-examining how they interact with customers. How can you strengthen relationships with loyal customers and establish new ones in a time of rapid digital change?Ironically, the current circumstances have actually led to people communicating more. With a quarter of the world’s population on lockdown, a lot of people now have more time to focus on building, strengthening or restarting relationships free from outside distractions. In many cases, we find ourselves talking more and having more meaningful conversations.From a business perspective, I think it forces brands to completely rethink their communication strategy – how they communicate, who they communicate with, and what they communicate. Quite apart from showing empathy and contributing to the community effort where they can, a lot of businesses are focussing their communications on existing customers and customer care rather than acquiring new customers, which I think is the right approach. I can’t imagine any business at this time would indiscriminately push promotional campaigns. As a business, I would want to take care of my existing customers, make sure they are ok and that they have confidence in the product and the means to continue to buy my product or engage with my service, whatever it may be. So there’s a clear shift from sales messaging to customer care.<h2 style="text-align:justify;">Going digital for the first time</h2>Lots of businesses are also now dipping their toe into the digital space for the first time. It’s obvious why – the brick-and-mortar shops are closed, so of course, they’re forced to focus on digital.&nbsp;Those just starting out with digital should choose a communication method that’s personal, interactive and engaging. You shouldn’t just be sending out blanket newsletters via email marketing. No one wants to receive them at the best of times, let alone now. Rather, you want a channel where users can answer back, and engage with the brand by asking for info, help, or to try a new range of products/services. Only messaging can offer this kind of real-time response. It’s a dual-way of communicating, rather than one-way. If you want to respond to marketing emails, you need to look for a customer care email address or phone number… it’s a hassle. We’re all at home, we’re all in communication mode, is that the right strategy to pursue? Probably not.Now that most brands don’t have a physical presence, it’s more important than ever to establish a dialogue with your customers. Forward-looking brands understand this. And if your customer care workers can’t come to work because of social distancing or they’re self-isolating? That’s why god created chatbots. It doesn’t take months or even weeks of development to create a basic chatbot. So you can – and should – still help out your customers during this difficult time.<h2 style="text-align:justify;">Staying safe</h2>Security is another thing to consider. You want to be sure that whatever channel you use, you have the same peace of mind as you would during an in-person chat. If you’re worried your conversation isn’t private, it adds unnecessary stress. And I think we all have enough stress in our lives right now.Evidently lots of people agree, as we’ve seen Viber use quadruple in the last month. And that’s just peer-to-peer messages, it doesn’t include people communicating with brands. But that’s increased too, which goes against the grain for this time of year.<h2 style="text-align:justify;">The new normal?</h2>It’s too early to speculate, but the current situation could have long-lasting effects on how we communicate. A lot depends on where we are economically speaking once we get out of this. But I would imagine messaging apps will be the go-to choice for customer care in an omnichannel strategy. A lot of companies have had their hands forced to adapt to this new reality, and so they’ve incorporated messaging into their strategy at a much more rapid pace than they usually would have – we’re talking under a month for what would normally take them three to four months. Once they see what can be done, they could well continue like this after the crisis, because it’s more cost-effective, gets higher rates of engagement, and it’s a lot more personal. Why would they go back?If we assume that this crisis will have a very strong economic impact, a lot of consumers will be reluctant or unable to go back to their previous purchasing patterns. They won’t revert to the type of mass consumption from before the crisis, but will be much more careful about what they buy. This means they will demand personalised offers, personalised services, and the personalised marketing approach that messaging gives you.&nbsp;They will have more choice too – a lot of these smaller companies have a head start, because they’re a lot more advanced in terms of digital communications compared to more established, traditional players. Traditional companies will have to work hard to catch up. It could level the playing field somewhat, which would be good for consumers.However the current crisis plays out, it’s obvious messaging has an important part to play for both consumers and brands alike.

Chatbots and personalisation

Our Chief Revenue Officer examines COVID and communications

Chatbots and personalisation: the impact of COVID-19 on communication

(Originally published on <a href="https://www.thedrum.com/profile/viber/news/your-2021-marketing-toolbox-6-trends-to-inform-your-new-year-marketing-strategy" target="_blank" rel="noopener noreferrer nofollow">The Drum</a>, December 2020)&nbsp;I don’t think anyone would argue that 2020 was a turbulent year for commerce, and that’s putting it mildly. But among all the gloom we did see some glimmers of sunshine that point to brighter days to come.&nbsp;Certain retail trends were already in place during 2020, but because of the pandemic they were accelerated to a much higher degree than anyone would have expected – progress that would normally take five or six years was achieved in just five to six months. Irrespective of how we move forward from Covid, it’s clear that these trends are here to stay, and should inform the 2021 marketing strategy of any commerce company.So what are these trends? Let’s take a look.<h2>1. Hyper-personalisation</h2>With the pandemic causing store closures around the globe, and reduced footfall at other times, brands didn’t deal with their customers on a face-to-face basis in 2020 nearly as much as they used to. But that doesn’t mean that need has gone away – lots of customers prefer the personal touch that only a one-to-one interaction can offer. Brands might not be able to see their customers in the flesh as much as before, but they can still offer a hyper-personalised experience through channels like messaging apps. This is why we’re seeing chatbots that are becoming more and more sophisticated, more customisable and capable of more personalised interactions. And if the bot can’t serve the customer’s need adequately, it can connect them with a real-life agent, bringing them as close as possible to replicating an in-store experience.In many ways, dealing with a brand this way is actually better than doing so in person. Each time the customer interacts with the brand, the bot or agent has access to the customer’s history, so they won’t have to explain their issue again every time they reach a new level of interaction with the company. It removes a lot of the frustration customers currently experience each time they are passed from one customer service agent to another. And it also helps build a more personal relationship between brand and customer.This kind of service doesn’t just make the customer’s day – it’s good business. Having an effective sales channel is obviously very important, but instilling brand loyalty by keeping customer satisfaction levels high is at least as vital, if not more so. It’s what differentiates a good customer experience from a bad one, and will hopefully help 2021 bring more economic stability. You might not be able to see your customers in the flesh, but that doesn’t mean you can’t get under their skin and find out what makes them tick.<h2>2. More chatbots and AI</h2>Chatbots had a bit of a faltering start, but they are quickly becoming more advanced and ever more capable. And brands are cottoning on. By 2024, the global chatbot market is<a href="https://outgrow.co/blog/vital-chatbot-statistics" target="_blank" rel="noopener noreferrer nofollow">&nbsp;predicted</a> to be worth $994 million. It makes perfect sense – not only can a chatbot quickly and effectively solve the vast majority of customer queries, it can also be personalised to take on your brand’s attitude and tone of voice. Hence a skateboard brand’s bot will sound very different to a bank’s. Or it should, anyway.Chatbots also allow brands to stay open 24/7 (which consumers increasingly expect), have lower operating costs, and can be used for transactional channels as well as customer care. Expect to hear a lot more about chatbots in the year to come.<h2>3. A focus on messaging</h2>There are many advantages to connecting with customers through a messaging app as opposed to a brand’s own app. It’s cheaper for the brand than investing in all the R&amp;D and the constant maintenance and updates required for a standalone app. These costs are considerable at the best of times, but during a worldwide economic downturn brands are really going to feel the pinch.But perhaps the biggest advantage is that you are meeting your customers on a platform where they are already active – you are going to them, rather than making them come to you. Because who wants to download yet another app? It’s more convenient for the customer, and because it’s a ready-made solution, it’s more cost- and time-effective for the brand. Everybody wins.A lot of brands were caught unawares by the pandemic, and those without substantial digital operations already in place really struggled to meet customer needs. Having a ready-to-use platform like messaging apps was essential in helping them connect with their customers. It definitely won’t be the only channel brands use to touch in with customers, but it will definitely be one of the key ones throughout 2021 and beyond. One<a href="https://www.reportlinker.com/p03646058/Global-Mobile-Messaging-Apps-Industry.html?utm_source=GNW" target="_blank" rel="noopener noreferrer nofollow">&nbsp;estimate</a> puts messaging apps’ current reach at 1.7 billion people, set to grow to 2.7 billion by 2027. Can you really afford to miss out?<h3>4. Transparency</h3>Consumers are tired of years of scandals and cover-ups – they want brands to be honest with them. According to<a href="https://sproutsocial.com/insights/data/social-media-transparency/" target="_blank" rel="noopener noreferrer nofollow">&nbsp;one study</a>, 86 per cent of US consumers believe transparency from businesses is more important than ever. But this isn’t cut and dried, especially recently: people’s priorities tend to change during an economic crisis; their thinking becomes more short-term and individualistic, rather than long-term and benevolent. They’re concerned with surviving the here and now, rather than what the world will look like in 50 years’ time. But with vaccines starting to roll out and an end in sight to the pandemic’s economic turmoil, people’s priorities will change again. Hence the huge importance on brand transparency and having a social conscience.<h2>5. The shift to conversational commerce</h2>What if buying goods and services was as easy as chatting with a friend? With today’s technology, it can be.Chatbots and messaging apps are known as a great way of providing customer support, but what’s less well known is their enormous potential for enabling commerce. There are now payment features within chatbots, so customers can finalise the transaction and go through the entire sales flow within a bot – you never have to leave the messaging app. But it’s never at the expense of customer service; indeed, by integrating the CRM tools into the bot, you as a retailer can offer customer care and after-sales care through the same channel as your retail solution. That way, you’re touching base with the customer at all points in the marketing funnel, from prospection all the way through to transaction and post-sale engagement. You’re giving them one dedicated space where they can not only buy your product, but also solve all their queries, just as they could with an in-store sales assistant.For example, Viber’s Business Messages proposition offers File Sharing, which lets businesses and customers exchange files through the messaging app. That means the business can send invoices, warranty documents, booking confirmations, membership details, price lists and more. Everything is on the customer’s phone in a single conversation thread – there are no confirmations to print out or lengthy email chains to search through.Checking into a hotel? Just find your reservation details from within the messaging app on your phone. Doing it all through one channel is so much easier than switching channels from bot to website, to email to phone, and so on. It’s about easing the customer journey, and in the process, instilling brand loyalty.As we come out of the pandemic and into a new normal, retailers will have to enhance their sales efforts, and it’s essential they enable this two-way messaging with their customers. Bricks and mortar retail will take a long time to recover – these vaccines aren’t a silver bullet to ending the pandemic – so it’s important to keep up this focus on digital. Using messaging apps provides a very real answer to this need.<h2>6. Moving towards a new normal</h2>This last trend encapsulates all of the above. Brands will continue to embrace the new, frictionless commerce which is native to enabling technologies like chatbots and messaging apps.&nbsp;Despite the fact that non-essential businesses (like a lot of commerce brands) have been affected worldwide by the pandemic, we have seen an increase in the use of messaging by brands of around 30-40 per cent in some cases. Couple that with an increase in active bots of about 20-25 per cent, and the picture is clear: a lot of businesses are choosing to diversify the channels they use to connect with consumers. We can’t claim just yet that messaging apps are the only channel they use, but 2020 clearly shows a predilection towards conversation and two-way messaging, rather than traditional push campaigns.Here’s to 2021, and brighter days for us all.

6 marketing trends for 2021

Certain retail trends were already in place during 2020. So what are they? Let’s take a look

The top 6 trends to consider when building your 2021 strategy

(Originally published on <a href="https://www.thedrum.com/profile/viber/news/9-steps-to-master-marketing-through-messaging-apps" target="_blank" rel="noopener noreferrer nofollow">The Drum</a>, February 2021)&nbsp;As the last year has shown, messaging apps are an incredibly powerful way for marketers to communicate with their customers. In fact, for many marketers, they have become something of a lifebuoy keeping them afloat.During 2020, instant messaging boomed even more than in recent years as people were forced to turn to digital means of staying in touch with friends, family and colleagues. This increased demand spurred brands on to accelerate processes and, for those yet to dip their toe into the messaging apps space, to dive right in. Those who adapted quickly were able to profit. And those whose endeavours were less successful (or nonexistent) learned the hard way about messaging apps’ potential for reaching customers.The bad news is that, in terms of the pandemic, 2021 has started in much the same way as 2020 ended. The good news? Pretty much any brand can start using messaging to their advantage to reach customers and increase engagement. These new consumer behaviours are here to stay, so messaging is quickly becoming an essential marketing tool, rather than a ‘nice to have’.So how do you get started? We’ve put together a list of tips on how to master marketing through messaging in order to engender loyalty, maximise conversions and drive revenues. Whether you’re a seasoned marketer, or a first-timer looking to get started, you can make this year much better than the last one.<h3>Step 1: Assemble your toolbox</h3>If you are an advertiser looking to invest in a new channel, you should first understand what the channel has to offer and how it can help you with your marketing goals. Each messaging app offers different tools, including banners, native advertising, notifications, chatbots, and so on. For each, it’s vital to understand the user journey and how you can touchpoint with the users at different steps along the way.<h3>Step 2: Choose the right tool based on your customer journey stage</h3>How you use a messaging app is just as important as which one(s) you choose. The more advanced ones offer brands a range of tools to help them communicate with their customers at each stage of the user journey: attract, interact, transact and stay in contact. It’s a multi-pronged approach, and it will help marketers reach their customers wherever they are in the funnel.For example, say you need to attract more customers. You can use a range of messaging tools like ads, stickers, targeted messages and offers to increase your visibility and reach a wider audience. And if your customer would like to make a purchase, you can make it easy for them by integrating a buying option right into the messaging app. That way the experience is completely native – they don’t have to leave the app to buy your product.<h3>Step 3: Automate for the people</h3>Chatbots are the holy grail of automation, but not all brands have sufficient resources – a fully-fledged chatbot should connect to your CRM tools to monitor the user journey and keep track of their history. But chatbots are not the only form of automation that can help your business within a messaging app.Notifications or messages that remind customers to book a dentist appointment/service for their car/buy a gift for an upcoming special occasion can also prove invaluable. Communications like these delivered by messaging apps are far more likely to be seen by customers –<a href="https://blog.hubspot.com/marketing/facebook-messenger-marketing-experiments?__hstc=4273004.8bce7b1f1feccfed4be2fd26f313b599.1556894361584.1556894361584.1556894361584.1&amp;amp;__hssc=4273004.1.1556894361586&amp;amp;__hsfp=1134662652" target="_blank" rel="noopener noreferrer nofollow"> different studies put messaging apps’ open rate at 80-90 percent,&nbsp;</a>versus 33 percent for email. And once it’s automated, it’s out of your hair and off your to-do list – you know it’s taken care of, so you can forget about it, and so can the customer.<h3>Step 4: Speak their language</h3>Because of the personal nature of messaging as a medium, you can afford to be a bit more informal with how you connect with your users. Your tone of voice should reflect your user’s situation, like their age, interests, outlook, and so on. But this can also change on a case-by-case basis – because it’s a real-time conversation, you can pick up on their mood and alter your tone accordingly (if they’re frustrated at poor customer service, maybe park the banter for now). You can also adapt your reply format, for example by customer care agents sending shorter messages rather than long email-like missives. It’s another unique benefit of messaging apps – no other channel offers this level of flexibility.We’ve seen retailers that appeal more to women (like Yves Rocher) do this particularly well. The results of their campaigns with Viber went beyond their expectations precisely because they could offer a very personalised experience. But it’s not only these types of brands that have seen great results – more traditional sectors like banking have prospered too, by aiming a certain type of credit card at a younger audience and adding gamification elements to their messaging, like gifs and funny images. It’s a much more informal approach than you would traditionally expect from a bank, and more interactive, too. It helped them achieve a conversion rate of around 30-45 percent above their expectations.&nbsp;The key is understanding who you’re talking to, and making sure you adopt a communication style that really matches their needs. It’s applying traditional marketing skills within a new technological framework.<h3>Step 5: Integrate messaging comms with CRM</h3>By integrating your messaging comms with your CRM, you’ll be able to see your whole customer history – in other words, you can track the steps the customer took and see the interest they’ve shown in different parts of your business. This is invaluable, as it stops you sending them irrelevant, out of context messages, reducing friction. And because everyone within the organisation – from marketing to sales to customer service – can have customer communications in full context, it will create a more fluid end-to-end experience.<h3>Step 6: Keep your customer database up to date</h3>It’s an old marketing maxim: The more you know about your customers, the better you’re able to serve them. But messaging apps add a new twist to this. Because of the gamification elements that exist within messaging and bots (like stickers, points and rewards), you can garner all sorts of information about a user without them having to fill out a tedious questionnaire, which for them will just feel like work for no reward. It’s a much more intuitive way of getting to understand user preferences.So what kind of data should you collect? All kinds of customer data can provide excellent insights, but the most valuable data focuses on customers’ preferences and likes/dislikes when it comes to your business. Once you know what your customers prioritise, you can create a customised customer experience in order to drive conversions.&nbsp;The customer data you collect should always be focussed on increasing transactions – don’t lose sight of that. It’s too easy to become fixated on collecting as much data as possible with no end goal in mind, but that can actually be counterproductive.<h3>Step 7: Use digital coupons</h3>Coupons are a great incentive for customers to convert. But they need to be presented in the right way. They should appear as a customised experience for the customer, one that is timely and relevant to what they are doing. If you see they have viewed a product you offer, you could give them a gentle nudge with a coupon sent via a messaging app to convince them to buy.There are other techniques you can employ to make the process even more native and fluid. For example, making coupons easy to find from within the messaging app will save a lot of scrolling. And you can have them accepted in stores too, giving your customers more options of how to shop with you.<h3>Step 8: Prioritise shopping cart abandonment</h3>If someone abandons their online shopping cart without completing checkout, it’s a missed opportunity for your business. Messaging apps provide the perfect opportunity to bring these customers back and help them convert.Using the tracking functionality available through the bot, you can send them personalised messages to remind them that they have an abandoned cart, or that there is a time-limited special offer on this particular product, thereby encouraging them to complete their purchase. This approach can be applied across a wide range of sectors, like holiday bookings, or financial products. And we know that shopping cart abandonment is causing retailers huge losses –<a href="https://www.salecycle.com/blog/featured/infographic-the-remarketing-report-q2-2018/" target="_blank" rel="noopener noreferrer nofollow">&nbsp;one study</a> says over 75 percent of global consumers abandon their shopping carts.Other channels have similar functionality, but are much less effective than messaging apps. That’s because messages sent through messaging apps:&nbsp;<ul><li>have higher open rates than email</li><li>allow click-throughs without leaving the app (i.e. offer a native experience)</li><li>are more personal</li><li>aren’t filtered into any spam, promotional or junk folders</li></ul>Shopping cart abandonment is such a big issue, that for most brands, even a small improvement will have a huge bearing on revenues. Because sometimes, it’s the small changes that have the biggest effect.<h3>Step 9: Choose a messaging app that serves your needs</h3>Most users use at least three messaging apps for different purposes – maybe they like the functionality of one, but one particular friendship group (or family members, or colleagues) use another. Nobody is restricted to using just one app, so it’s a fallacy that your customers are present in just one place – the reality is there’s much more overlap than that.&nbsp;There are lots of different messaging apps offering all sorts of different functionality – it’s a wild west out there. Hence it’s crucial to focus on the messaging app or apps that offer your brand most – if not all – of the functions that you are looking for. In that case, it’s ok to educate your customers in how to find you.How do you do this? You’ll have to develop a broad knowledge of what apps are available, what they offer and the strengths and weaknesses of each to your brand. Then it’s a case of mapping the user journey to meet your marketing needs and choosing the right channel thereon.

Marketing through messaging apps

Our Chief Revenue Officer examines effective marketing in 9 steps

9 steps to master marketing through messaging apps

(Originally published on <a href="https://www.thedrum.com/profile/viber/news/how-messaging-platforms-created-a-decade-of-digital-connections" target="_blank" rel="noopener noreferrer nofollow">The Drum</a>, November 2020)&nbsp;A lot can change in ten years. The past decade seems to have disappeared in the blink of an eye, but our lives are almost unrecognisable from 2010. Then, we were obsessing over the&nbsp;<a href="https://www.imdb.com/title/tt0411008/" target="_blank" rel="noopener noreferrer nofollow">Lost</a> series finale and Lady Gaga’s&nbsp;<a href="https://guce.huffingtonpost.co.uk/copyConsent?sessionId=3_cc-session_ebefd0e4-61c3-4456-8f99-2ba851dc8b06&amp;lang=en-gb" target="_blank" rel="noopener noreferrer nofollow">meat dress</a>, getting used to being annoyed by generic banner ads, and messaging like crazy.What we weren’t doing though was sharing memes, gifs, videos, emojis or other digital media, or seeing highly personalized ad content – at least not on our phones. The&nbsp;<a href="https://thenextweb.com/future-of-communications/2015/02/16/people-still-using-sms-2015/" target="_blank" rel="noopener noreferrer nofollow">most widely used data application</a> was still SMS; we could reach one another quickly, easily and very briefly – no more than 160 characters thank you – but it was a pretty bland experience.So let’s give thanks for progress. Because at the same time, the smartphone was overcoming its initial limitations and starting to gain ground, while IP telephony was about to make the leap from expensive corporate luxury to accessible consumer tool.That’s really where messaging platforms began. If you can make a voice call over the internet without having to get tangled up with various mobile network protocols, why not use the same technology to send text and visual content to other devices as well? This is exactly what Rakuten Viber started to do a few months after its initial launch as a Voice over IP service.&nbsp;Since then, messaging hasn’t looked back, while calls and ads have become a whole new experience as more and more functionality has been introduced to provide what consumers want and businesses need.Rakuten Viber’s platform exists because humans like to share. First it was calls and messages to another person. But one-to-one soon became many-to-many with group messaging. No gang of friends or colleagues is without a group chat these days. All you have to do is stay on top of whatever the subject is that minute, and navigate the delicate politics of leaving a conversation. Rakuten Viber also hosts Communities for people with similar interests, and you can even run polls with your contacts to gather their opinions on life, the universe, or what the best biscuit is.Messaging also gives us the means to express ourselves more, well, expressively. And that means visuals and moving content. We introduced stickers in 2012, and 1.3 billion are now sent on average by our users&nbsp;each month. We even celebrated Rakuten Viber’s first wedding in 2015 with a specially created pack, inspired by two customers who lived more than 10,000 km apart but kept their relationship growing over Rakuten Viber. Now of course, personalization is the thing, and what could be more personal than creating your very own stickers and GIFs?Privacy and security have also become increasing concerns as our online world has opened up, which means we want our interactions to be protected. That’s why, as well as encrypting messages end-to-end so only those sending and receiving them can read them, on Rakuten Viber you can hide chats on shared devices, or set a self-destruct timer to make a message disappear after a certain time period - on both sides of the conversation.It used to be the case that businesses led technology adoption and consumers would follow. With mobile and messaging however, it’s been the opposite. With consumers spending more and more time on their devices and in their messaging app, it makes absolute sense for brands to get in there and connect with them where they’re already hanging out. And so in 2016 Rakuten Viber also became a business business. With our&nbsp;messaging solutions, companies can reach out to a new audience, and communicate better with their existing customers in a native environment. They can send targeted offers and promotions to turn&nbsp;prospects into paying customers, and gain their loyalty over time by building deeper relationships. They can even do business with them, offering products and services&nbsp;that customers can use without having to leave their messaging app.As for actually talking on the phone, while we do this less than we used to, it’s still easier (and&nbsp;cheaper) than before. Rakuten Viber Out is an affordable way to make calls to any mobile or landline number, anywhere in the world, and has been around since 2013. Video calls followed the next year, and now you can have group calls with up to 20 people, which is ideal in our new&nbsp;<a href="https://www.thedrum.com/opinion/2020/04/15/chatbots-and-personalisation-the-impact-covid-19-communication" target="_blank" rel="noopener noreferrer nofollow">stay-at-home, work-at-home reality</a>.The point is that by using the internet – which is pretty much limitless – along with other technologies like chatbots and artificial intelligence, it’s possible to keep on developing the services that help people and companies stay in touch on their own terms.Imagine a world today without this type of messaging platform. How would we share all the things most important to us, from big news stories to the major events in our own lives? How would we stay connected and do the things we need to? It doesn’t bear thinking about. Seriously, would anyone choose to go back to plain text and 160 characters? No, me neither.It’s almost impossible to say what the world will be like by 2030, but one thing’s for sure, and it’s that messaging platforms are only going to get bigger and better. So here’s to the next decade, and even better connections.

Rakuten Viber's 10th anniversary

Our CRO Cristina Constandache looks at 10 years of Rakuten Viber

How messaging platforms created a decade of digital connections

Viber began as a way for people to chat with their friends, family and colleagues through instant messaging, but we soon realised it had enormous potential beyond that. We thought why not leverage it as a way for users to communicate with brands directly, just as they do with their friends and family? Viber Business Messages was born.Though at first it was called Viber Service Messages. We chose that name because we wanted it to be very utilitarian – every message had to serve a practical need. It was very service-oriented, and very much about serving transactional content. But for all that, it was a much more personal way of doing business. Now your brand could appear in a user’s chat history right next to their mum!We started almost five years ago with a handful of partners in Russia, which was our biggest market. Ukraine followed soon after, and from there it really spread fast: the rest of CIS, and then CE, and all the Balkan areas like Bulgaria, Greece and Serbia. In the last two years we have started to explore the South East Asian market – especially the Philippines and Vietnam. These areas have a good penetration of Viber, so take up tends to be high.&nbsp;Next we started to think about expanding the type of communication offered between users and businesses – using it not only for purely transactional purposes, but also letting the business promote itself with relevant content to the users. But it’s not a free-for-all – we have very strict guidelines to stop them spamming users, otherwise they would be bombarded by irrelevant messages, and end up deleting the app. It’s a delicate balance to strike – and we always put our users first.Once we allowed promotional messages, we rebranded the service as Viber Business Messages, as it wasn’t just service messages that were being sent. It became a much more comprehensive solution, a much more holistic service. Then we started adding more features, like a profile page for every business that shows their address, phone number, website, logo, and other company information. It acts as a digital business card, and reassures the users that they’re dealing with a verified company.&nbsp;Recently we added the option for businesses to send files and documents to the users. It’s very useful for things like bank statements and all kinds of confirmation documents.Users love it as a way to get in touch with businesses, and vice-versa. That’s always been the core purpose. If you buy some furniture and you can’t put it together, you can just start a chat with the seller and ask an agent where you’re going wrong. You can both send photos of the furniture, instructions, videos, and so on. It’s an incredibly useful tool.Businesses love it too. We work with SMS aggregators, each of which might have hundreds or thousands of clients, be they banks, retailers, courier services, and so on. It’s these aggregators that send the messages for their clients. Once a message has been sent, they get a status in real time. We don’t charge for any messages that failed their delivery. And for every failed delivery you get a reason. If it failed because the user isn’t a Viber user, the aggregator can choose to default to another message medium, like SMS or email. This way, the businesses can guarantee their clients 100 percent reach. And because we don’t charge for any messages that failed to deliver, it doesn’t cost them anything to try a Viber message first.We also have some other neat features. You can set a maximum time for a message to be delivered for sensitive information like a bank balance, for example. If it’s not delivered within, say, 60 seconds, the sender isn’t charged. The first time a user receives a message from a business, an overlay appears and the user can choose to accept or decline their messages. It’s another layer to protect users being spammed. Businesses and customers can attach files as part of their chat, and we allow customers to initiate conversations with businesses rather than waiting to be contacted themselves. This is a huge help if a customer needs help with support or customer service.The success of Viber Business Messages shows that the way we all communicate with businesses is changing. We were the first ones to offer businesses a one-to-one messaging channel with customers. We now help over 5,000 businesses to communicate with their users, and will continue to strengthen the relationship between businesses and their customers.&nbsp;

Business Messages

Our Senior Partnerships Account Director Noa Bar Shay talks Viber Business Messages

How Viber Business Messages changed customer communication for good

Chatbots are great news for customers and businesses alike. They let businesses offer around-the-clock support without the costs that come with human agents, but they are not about replacing humans altogether. Rather, they free up the human service agents to deal with more complex customer care needs, by handling the routine issues: the low-hanging fruit that comprise a majority of customer enquiries. And customers love their always-on, quick-to-reach nature – it means no more being kept on hold while you wait for a human agent to answer the phone.But what exactly is a chatbot? And how does Viber let brands leverage them to maximum effect?<h2>The many uses of a chatbot</h2>A chatbot is a computer program that simulates human conversation through text chats, voice commands or both. They are essentially robots that let brands have one-to-one conversations with their customers through our messaging channel – users can communicate with a chatbot as easily as if they were chatting with a friend or relative. A successful chatbot should have an easygoing, conversational nature that’s user-friendly and easy to understand.At Viber, we started using chatbots at the end of 2016. Since then, the functionality has grown and grown.We now let brands customise their keyboards for their users, depending on what use case is presented. For example, when selecting a language, instead of manually typing in “English” using a QWERTY keyboard, or even selecting it from a tedious list, the brand can present the user with a series of flags. Tap the Union Jack, and hey presto, you’ll see all text in British English. Not only is it more appealing visually, and quicker to enable conversation with the chatbot, it’s also universal across all languages – everyone will recognise a flag.Chatbots on Viber can use many different kinds of message formats to interact with users – this includes text, images, urls, videos, rich media carousels, gifs, stickers, contact cards, localisation cards and buttons. This means brands can use the full suite of messaging tools to forge and maintain stronger relationships with their customers. It lets them add more gamification, more automatic presets, to facilitate the conversation, which is a lot more engaging than your typical customer support channel. This is especially useful for informative bots specialising in areas like news. For example, we have a partnership with the WHO to send out updates about Covid, and by using a chatbot, the organisation can use all different message formats to convey this vital information to users.But it’s also useful for other uses too, like sending out recipes, tickets, polls, games, and so on.<h2>Improving customer care</h2>Of course, their use extends beyond these use cases. Using our API, brands can connect their chatbots to their CRM systems in order to improve customer service. This can let them see a user’s engagement history with the brand, say, so they’ll know if it’s a new client or an existing one. They can also customise the level of discussion with each client – by tailoring the response, you will directly meet each individual customer’s needs, rather than asking each customer the same – often irrelevant – questions.&nbsp;One aspect we take very seriously is user privacy. Users have to subscribe to chatbots in order to receive messages from them – it is always the users initiating the interaction, rather than the brands. Chatbots are searchable on Viber, to help users find relevant ones, and we showcase certain bots to help surface extra content. We want to help customers find what they need, and not let companies spam them with irrelevant promotions.<h2>When to use a chatbot</h2>Chatbots exist side-by-side with our Business Messaging proposition. That doesn’t mean brands have to choose between Business Messaging or bots. It depends on what goal they are trying to achieve with Viber. If you just want to send informative messages to clients for transactional or promotional purposes – to basically replace what you were sending with SMS – our Business Messaging channels will do the job perfectly. But if you want to have a more meaningful and immersive experience, to go further than just sending messages, then the bot is a better solution.&nbsp;For example, some of our banking partners use chatbots to take customers through the authentication process, and then to send them info like their account balance. In this way, the chatbot can replace a separate feature you would normally get from the bank’s own app. Because the messaging ecosystem has become so big, it’s now a very strong entry point for brands – they realise that it’s a smaller ask for customers to converse with them through a messaging app they already use than it is to convince them to download their own, rather limited, banking app. Who really needs another app on their phone? Especially one with such limited functionality.Viber is not the only messaging app to let brands use chatbots, but our API is more flexible in terms of what the brands can do, and the level of customisation it gives them. Some of our competitors don’t let you customise the keyboard or the user support, and they only let you communicate with text – it’s very transactional and only built for very few user scenarios. It’s very restrictive. It’s a very off-the-shelf solution, whereas ours is tailor-made, like a Saville Row suit. A lot of our clients comment on it. They love the level of customisation it gives them.

The evolution of Viber chatbots

Our Senior Director of Business Messaging Solutions talks chatbots

The ever-expanding chatbot: how bots help brands 

Our Telecom Services Senior Director Matan Barth and Senior Partnerships Account Director Noa Bar Shay hosted "The role of OTTs in current Telecom Industry trends" at GSMA's recent WAS#13 event.They were joined by Zvika Caspy (Telecom Italia Sparkle), Dan Richards (Messagebird) and Krešo Žmak (Infobip).&nbsp;Key talking points:<ul><li>SMS A2P Industry trends and how Rakuten Viber has evolved from an OTP sender to an SMS A2P Hub Service provider</li><li>International voice industry trends and the shift of focus of Rakuten Viber from retail offering only to both retail and wholesale services with its International Voice Hub</li><li>How OTTs have changed the business to/from consumer messaging communication by introducing a new engaging way to communicate on the app and the benefits of Rakuten Viber’s Business Messages solution</li><li>How Rakuten Viber continues to innovate and lead the market with its new Business Calls (beta) offering. The Business Calls solution allows businesses and consumers to make voice conversations on the Rakuten Viber app in addition to messages.</li></ul>You can watch back the webinar in full, below.<figure class="media"><oembed url="https://youtu.be/4KWpuza-mp4"></oembed></figure>

GSMA WAS#13

Event recap: GSMA WAS#13

(Originally published on <a href="https://www.thedrum.com/profile/viber/news/how-brands-can-find-the-most-secure-messaging-app-for-business-use" target="_blank" rel="noopener noreferrer nofollow">The Drum</a>, March 2021)Messaging is the most personal way to communicate digitally, not only between people and their friends, families and colleagues, but also between brands and their customers. More and more brands are embracing messaging as a more human and effective way to speak to their customers. But some remain resistant. They usually have two main questions: Can they trust messaging apps as a secure way to send sensitive information? And what steps are messaging apps taking to ensure brands' messages are secure?<h2>Messaging’s march: entering a new era of customer communication</h2>Whenever a new technology emerges, or an existing technology is used in a new and innovative way, it prompts fears of it being misused or leaking customer data. To allay this fear, it’s useful to look at the example of how technology has revolutionised banking in recent years, and inexorably improved the relationship between bank and customer.Time was, any banking that required sensitive financial or personal information meant a long, drawn out process: you had to gather up all sorts of documents verifying who you were, trudge down to your local branch and spend hours in a queue. Mobile technology has improved this dramatically. Now, all you need is a phone to open or close an account, move money, edit payments or do virtually any other type of banking. Both businesses and consumers have benefitted from the change. And while now we might take it for granted, when it first arrived, mobile banking was regarded with suspicion by many who saw it as unsafe.The same is true of messaging apps today. And just like mobile banking, messaging apps like Viber, WhatsApp and Facebook Messenger are opening a whole new way for brands to communicate with their customers.<h2>How to pick the most secure messaging app for your brand</h2>If you’re looking for what is the best secure messaging app, you need one that will tick certain security boxes.<ol><li>End-to-end encryption&nbsp;This is something of a gold standard when it comes to security. It means that messages are encrypted (i.e. scrambled into an incomprehensible code that any hackers will be unable to decipher) on the sender’s device before they are sent. The messages are only converted back into readable text once they arrive on the recipient’s device. That way, even if they are intercepted by hackers along the way, they won’t be able to be read.&nbsp; End-to-end encryption primarily applies to private chats between individuals. For businesses wanting to send messages to their customers, the closest thing is encryption in transit.</li><li>Encryption in transit Encryption in transit is used when messages are sent not by an individual but through a brand’s platform using an API protocol. As soon as the message is sent (it’s “in transit”), it’s encrypted, and is only decrypted once it reaches the messaging app’s back-end system. The back end then encrypts the messages again before sending it back to the user or service. Encryption in transit provides an exceptionally high level of security for brands who can rest assured their messages are safe from hackers.</li><li>Messages not stored on servers Messaging can be so much more secure than email because the messages aren’t stored on the messaging provider’s servers. With email programmes, your emails are stored on the provider’s servers. Chances are, your email provider then allows other companies to read your emails in order to serve you with targeted ads. But a trustworthy messaging app involves no such invasions of privacy.</li><li>The https protocol Wondering how to decide what is the most secure messaging app? HTTPS (Hypertext Transfer Protocol Secure) is a must. It means a secure connection between the partner’s protocol and the system used by the messaging app. It’s another level of security that will protect any messages the brand sends out to its customers.</li><li>An IP whitelist A good messaging app will also have a way of verifying incoming business messages to guarantee that they're coming from who they should be, and not scammers pretending to be the brand. This is done using an IP whitelist limitation. This means the messaging provider only accepts messages from external partners from certain IP (Internet protocol) addresses. These IP addresses have been duly accepted, verified and set up on the messaging provider’s system. That way, if a message purports to be from a partner brand but is actually sent from a different IP address, it will be rejected by the messaging provider and won’t be sent on to its users. Now you know what security provisions a messaging app should take, you need to think about your priorities as a business, and how you will use messaging to achieve your business goals.</li></ol><h2>Getting the message: how messaging apps trump email marketing</h2>For many businesses – especially banks and other financial institutions – security and delivery time are the most important aspects when choosing how to communicate with their customers. They want to deliver messages in the safest, and most convenient way for their customers, and also in the most cost-effective way.Messaging excels in all of these areas. It can be cheaper to send messages via messaging apps than with traditional SMS, and messaging apps have a much higher open rate than emails –<a href="https://reckless.agency/insight/email-vs-push-notifications-vs-in-app-messaging-which-has-the-highest-engagement/"> one study</a> put it at 75 percent, which is over 45 times higher than email and nearly three times higher than push notifications. Messages sent via messaging apps can also have more characters than traditional SMS – in some cases, 1,000 versus 160 for SMS.Even though messaging is a great choice for communicating with customers, they may still be wary about receiving communications from your brand in this way. Let’s look at some of their concerns and how you can address them.<h2>Putting the customer first: allaying their fears, communicating more</h2>Security will be the most pressing concern for most customers. As long as you choose a messaging app with the security features mentioned above, and you communicate this with your customers, their minds should be put at rest.The other major concern is whether the entity they are communicating with is actually the brand it purports to be. Some messaging apps have several measures in place to verify this – for example the message sender will appear as the company name rather than just a mobile number. The sender will also have its own profile replete with company information like an official logo, physical address, phone number if you want to call them up, and a blue tick showing they have been verified by the messaging app as an official partner brand.Lastly, users can rest assured their messages will stay confidential once they arrive on their devices. That’s because the most secure messaging apps for business don’t display the contents of the message on the lock screen notification – instead, all the user sees is “1 new message”. To read the message, they will have to unlock the device and open the messaging app.It’s all about giving customers the confidence to use messaging in this way. Once they have that, we’re sure they will embrace messaging as a tool to communicate with brands in a manner that’s quick, safe and convenient for both parties.

Messaging’s march

Messaging’s march: entering a new era of customer communication

How brands can find the most secure messaging app for business use

The <a href="https://mobileecosystemforum.com/events_/mef-connects-business-messaging/" target="_blank" rel="noopener noreferrer nofollow">Mobile Ecosystem Forum Connects: Business Messaging</a> event took place March 22 - 24 and the Viber team were excited to be involved in a varied and excited programme of content and thought leadership.Our Chief Revenue Officer Cristina Constandache was featured on Day 1’s The Jury event and hosted a Day 3 presentation “How do enterprises arm themselves to succeed with Rich Business Messaging in 2021?”, where she was joined by Messaggio’s CEO Artem Podstreshny for a fireside chat and Q&amp;A hosted by MEF's James Williams.Our Senior Director of Business Messaging Solutions Etienne Dupont was featured on Day 1's pаnel "Business Messaging Everywhere: How To Integrate In A Frictionless Way".You can watch back Viber highlights from the event, below.<figure class="media"><oembed url="https://youtu.be/UdZgA_RqcOU"></oembed></figure><figure class="media"><oembed url="https://youtu.be/_j8Vf3EXVNA"></oembed></figure>

Viber at MEF Connects Business Messaging 

Get the low down from the MEF Connects Business Messaging event

Event recap: MEF Connects Business Messaging 

Here at Viber, we love speaking with our customers existing and new to help them solve problems, maximise revenues and achieve business goals.Along the way we encounter a lot of different questions about how things work and as part of our mission to help, the team have collated some of our most frequently asked questions to help you on your journey with Viber for Business.<h2>How do I open a Viber for Business account?</h2>Viber for Business is not an account in the typical sense - it’s more a collection of solutions. Let’s break them down:<h3>Business Messages&nbsp;</h3>Built as an alternative to SMS, Business Messages allow brands to initiate a conversation and create a deeper connection with their existing opt-in customer base in a one-to-one setting.Whether you need to provide customer care, delivery updates, transactional services or promotional messages, our <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">solutions offer it all</a>.&nbsp;To get started, select one of our approved <a href="https://www.forbusiness.viber.com/en/messaging-partners/">Business Messages partners</a> to create your channel and start sending your messages - they are on call to help you achieve your goals.To learn more about how Business Messages have evolved, check out <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-business-messages/">our blog</a> from Noa Bar Shay, our Senior Partnerships Account Director.<h3>Chatbots&nbsp;</h3>Chatbots are the perfect channel to engage the conversation with new and existing customers. Your bot can be a true sales channel to offer your services and sell your goods. Automate workflow by adding buttons and customizing your user keyboard.To get started, create your bot account and develop your chatbot in-house by following our <a href="https://developers.viber.com/docs/api/rest-bot-api">API guidance</a>. Need assistance? Our <a href="https://forbusiness.viber.com/en/messaging-partners">trusted partners</a> can help you to develop your bot.To learn more about how Chatbots have evolved, check out <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">our blog</a> from Etienne Dupont, our Senior Director of Business Messaging Solutions.<h3>Communities&nbsp;</h3>People love to gather on Viber and we’ve made it easier than ever to engage your audience with exciting content, news and updates - whatever your industry. Create your community and spread the word to gather your fans on it to keep them updated with your latest news and updates. See and measure their reactions to your messages, videos or pictures and get their attention with polls and quizzes.Create your community in 3 clicks directly in the Viber mobile app from your Chats screen:"Write” icon &gt; New Community &gt; Add a name - Save<h3>Advertising solutions&nbsp;</h3>We offer various advertising touch points within Viber for you to reach our global audience as they interact with their family and friends. Our ads are non intrusive, multi-format and versatile.&nbsp;To get started, head over to our <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Advertising Solutions</a> page, browse and pick the solution that’s right for you then get in touch using the “Get started” button - the team will be happy to assist you further.<h3>Stickers&nbsp;</h3>We believe that a picture really is worth a thousand words. That’s why we offer numerous ways to express yourself with Viber stickers - whether it be through branding with sound or animation - we’ve got you covered. With each Viber sticker shared 11 times on average with 1 billion sent per month.To get started, as per above, head over to our <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Advertising Solutions</a> page and navigate to the Stickers section.Want to learn more about all of the above? Be sure to check out our <a href="https://b2b.viber.com/media-kit-request">latest media kit</a> to learn more.<h2>How have others successfully used Viber for Business?</h2>Countless brands have used Viber for Business for successful customer relationships, campaigns and more - head over to our <a href="https://www.forbusiness.viber.com/en/success-stories/">Success Stories</a> page for more information and get inspired!

Viber for Business FAQ

We have collated some of our most frequently asked questions to help you on your journey with Viber for Business

What is Viber for Business? Your questions answered

(Shorter version published on <a href="https://www.thedrum.com/profile/viber/news/4-ways-to-boost-customer-loyalty-through-conversational-ui" target="_blank" rel="noopener noreferrer nofollow">The Drum</a>, April 2021)A loyal customer is a happy one. Not only do they spend more, they are also cheaper to attract – it costs <a href="https://www.invespcro.com/blog/customer-acquisition-retention/">five times more to attract a new customer</a> than it does to retain an existing one. And then there’s the reputational cost of losing customers – people are <a href="https://www.zendesk.com/blog/customer-service-and-lifetime-customer-value/">more likely</a> to share bad customer care experiences than good ones. What are you more likely to tell people about: the customer care experience where everything went smoothly? Or the infuriating time you were kept on hold for hours, only to be cut off?To keep customers coming back for more, great customer care is a must. Conversational UI using a chatbot in messenger and business messaging tools can streamline the experience, making it easier and more cost effective for the business, while also frictionless and seamless for the customer. And crucially, there’s no keeping anyone on hold. Ever.<h2>What is conversational UI?</h2>Conversational UI is a way of communicating that replicates human conversation. It uses artificial intelligence-powered tools like chatbots and voice assistants to process language in a natural way to make it seem to the customer like they are conversing with a human. This has enormous potential in customer care settings, where customers want quick – and often templated – answers.Chatbots are hugely useful in conversational UI, as they are faster and more efficient than live chat operators. And customers love them. One <a href="https://link.springer.com/chapter/10.1007/978-3-030-39540-7_16">study</a> showed that quick access to information at any time of the day or night far outweighs any friction customers may experience when dealing with a chatbot. No wonder they are on the rise – according to <a href="https://www.financedigest.com/ai-will-power-95-of-customer-interactions-by-2025.html">another study</a>, 95 per cent of customer interactions will be powered by chatbots by 2025. So it makes sense to get in on the ground floor.Why the fuss? Because AI-powered chatbots have evolved significantly in recent years. While once they were simple, text-based chat windows, now they are fully-fledged, versatile virtual personal assistants, able to help with everything from changing passwords to fixing a leak in your holiday let. Not only can they now read into the context of a conversation in order to give an appropriate answer, they can be custom-fitted to your brand’s tone of voice, so a chatbot from a skateboard brand will sound very different to that from a pension fund. (Tip: Don’t mix up the two.) The trick is to meet your customers’ needs quickly and efficiently, and to speak their language while you are doing so.They’re interactive, too. So not only will customers love getting information from them, they might even stick around for a chat and a laugh. The best customer support chatbots no longer sound like robots, but could in fact be mistaken for human customer service agents, ones that reflect customers’ priorities and outlooks. Conversation with them should feel as natural and free-flowing as chatting to a friend.&nbsp;So how can you best use conversational UI tools like chatbots?<h2>Friends with benefits: How to win loyal customers with a conversational UI chatbot</h2><h4>Interact and entertain</h4>As the name suggests, conversational chatbots can imitate human conversation in a natural, free-flowing manner. What’s more, the use of value-adds such as emojis, funny clips, language preferences, etc. works wonders in personalising the customer-company support interactions. Chatbots that can catch typos, understand the jargon, and read between the lines are the ones that garner every customer’s imagination and unconditional support. Otherwise you may as well be talking to a toaster.Looking for guidance? HelloFresh’s chatbot in messenger is the stuff of legend. The bot is easy to use and offers helpful information in a friendly and warm manner. But that’s not all. It also comes with in-built interactive ‘food-themed’ quizzes to engage and entertain the users in equal measure. The result? HelloFresh enjoyed a <a href="https://www.userlike.com/en/blog/best-chatbots">47 per cent increase</a> in incoming messages and a staggering reduction of response time rates by 76 per cent. Fresh indeed.<h4>Respond quickly</h4>Just as yoga is a game of inches, customer care is a game of seconds – <a href="https://www.callcentrehelper.com/omnichannel-acceptable-waiting-time-140566.htm">40 seconds</a>, to be exact. That’s how long you have to respond before your customers will give up and go elsewhere. This isn’t just about customer convenience: during a global pandemic, offering help within seconds can literally be a matter of life and death.&nbsp;Take the <a href="https://www.who.int/news-room/feature-stories/detail/who-and-rakuten-viber-fight-covid-19-misinformation-with-interactive-chatbot">WHO’s chatbot on Viber</a>, which offers free health information on COVID-19 to millions of people around the globe in multiple languages. With the latest news on Coronavirus and information on symptoms, tests and what to do if you think you have the virus all at your fingertips, passing on information quickly is literally saving lives.<h4>Promotions</h4>Seamlessly connecting with customers is a great start, but to really thrive you need to stand out from the competition. American Eagle Outfitter’s chatbot uses convenience as a prime differentiator to maximum effect, using humour and fun to promote products and engage customers in a sustainable manner. Its tongue-in-cheek approach makes excellent use of memes, GIFs, images, you name it, taking the conversation to the next level. And based on the audience’s interest and user responses, the conversational bot offers practical advice and tips.Helpful, engaging, entertaining… it’s everything a chatbot should be. And it’s pretty much guaranteed to have customers coming back for more.<h4>Be ‘always on’</h4>Today’s customer is always online, and they expect brands to be available to them 24/7. You can’t only offer support during business hours – people work shifts and odd hours (especially since the boom in flexible working brought on by the pandemic), while some customers might be in a different time zone. Ignoring their needs shows you don’t value them, or at the very least haven’t thought of them. The result? They will just turn to a brand that will serve them out of hours.You need to provide high-quality customer support at all times, be it 5 am or 5 pm. Because the internet never sleeps.<h4>Helping, not replacing, human agents</h4>A word of warning. As smart as chatbots are, they can’t completely replace customer care agents – and nor should they. The top customer support chatbots can pick up on the tone and type of query a customer is making and hand over to a human agent who is better suited to handling it. If a customer is infuriated at having been ignored, they are unlikely to be impressed by your chatbot, no matter how witty their use of emojis. Having human agents oversee chatbots and being on hand to de-escalate tensions when needed will prove invaluable, and prevent angry customers doing your brand irreparable reputational damage. Because the last thing you need is an angry customer social media blast that goes viral.Chatbots are best used to handle the <a href="https://www.salesforce.com/blog/2019/08/chatbot-statistics.html">standard customer inquiries</a> – like opening hours or simple product FAQs – that make up the bulk of most business’ user dealings. They are another tool that, if used wisely, will help create a delightful and seamless experience that will have customers coming back again and again, to browse, buy, or even just to catch feels.

4 Ways to Boost Customer Loyalty Through Conversational UI

To keep customers coming back for more, great customer care is a must

4 ways to boost customer loyalty through conversational UI

Viber is rolling out a new function with the help of which users will be able to send photos and videos to businesses. The new feature will help them to manage meaningful conversations with brands and easily solve ongoing issues: for instance sending their ID cards to authenticate themselves or terminate a registration. The function is already available to users who have updated their application.Viber, one of the world’s most popular messaging applications, announces new functions that will allow businesses to serve customers better and give users an opportunity to chat with brands like they would with friends. Through this new function users can exchange photos, videos and GIFs with brands using Viber’s internal camera. This follows Viber introducing an option for users to share different types of files with businesses.As part of this new feature, Viber has aligned the design of the business conversation page with the private conversation page that a user can have with their family and friends, by adding the camera and gallery buttons.There are two ways for users to send documents, videos and photos to brands:<ul><li>From mobile device: by tapping on the “Gallery” button and then selecting photos videos, files for sharing from the internal phone gallery or using internal Viber’s “Camera” button;</li><li>From desktop: by tapping on the button “+” and selecting pictures, videos, documents they need to send.</li></ul>The new feature supports the exchange of the most commonly used types of photo (.jpg, .jpeg, .png, .bmp, .svg, .webp) and video (.avi, .wmv, .mov, .mp4, .3gpp, 3gpp2, .asf , .mkv, .mp2ts, .webm). The size of the video material should not exceed 100MB and the size of the GIF should not exceed 24 MB. For photo exchange there is no size restriction. In addition, the size of files that can be shared by users with brands has increased from 25 MB to 200 MB. All files shared by businesses and users are protected by encryption in transit.The new feature has many use cases - for example, someone buying a new table in a shop can receive post-sales support without trying to explain via call if there is an issue with assembly, needing only to send video to a support chat with the business. Support specialists can now assist with technical problems via chat rather than having to book an in-person visit, which is very convenient especially for pandemic times.&nbsp;The announcement came a few months after Viber introduced another function designed to help customers to easily find brand chats they needed - the pin-to-top function, whereby a user can pin a business chat to the top of their chat list. To use all these functions users simply need to update Viber to the latest version.&nbsp;

Viber Business Messages May 2021 feature updates

Now users can send photos and videos to businesses via Viber

Viber Business Messages feature updates: May 2021

As part of our drive to further educate our customers and partners on the power and diversity of Viber for Business, today we take a deep dive into our brand communication solutions - Business Messages, Chatbots and Communities.Each product has its intricacies, process and how-tos, so in order to break down the solutions side by side we have produced new documentation that summarises key features, discoverability, pricing, setup procedure and other useful information.Select the communication channel to match your needs and engage with your audience on Viber today.Learn more here: <a href="https://drive.google.com/file/d/1QksxglYvnBooFpH9zbSO5Ehq0BLFFV5c/view?usp=sharing">English </a>/ <a href="https://drive.google.com/file/d/1EVN4taRoaYPdYtf0eUEjztY6W9R9S9iW/view?usp=sharing">Russian</a>

Viber as a brand communication channel

We break down Business Messages, Chatbots and Communities

The Viber team hosted a webinar with our trusted partners Route Mobile on June 17 - Business messaging: Elevate your customer experience with Viber’s business communication channel.Our Senior Partnerships Account Director Noa Bar Shay and Route Mobile's Head of Product Marketing Vishal Modh covered:<ul><li>Viber’s leading SEA business footprint and how it enhances customer experience</li><li>Route Mobile's SEA presence and partnership with Viber</li><li>Introduction to Viber for Business Messaging Solutions</li><li>Viber Business Messages and Viber chatbot: advantages, difference, key features</li><li>How Chatbots and conversational AI enables automation and increases conversions for brand communications</li><li>What’s next for Viber messaging solutions- conversations (Business Messages, Chatbots), transactional messaging</li><li>Industry-specific use cases</li><li>How can your brand start using Viber Business Messages with Route Mobile</li></ul>You can watch back the webinar below and download the deck <a href="https://drive.google.com/file/d/17ZCfG6CmBGu1ggfR3Q9puNNRBWyigtCc/view?usp=sharing">here</a>. Be sure to <a href="https://b2b.viber.com/newsletter-opt-in" target="_blank" rel="noopener noreferrer nofollow">sign up to our newsletter</a> to receive future event updates.<figure class="media"><oembed url="https://youtu.be/gT-4IILVVoc"></oembed></figure>

Rakuten Viber / Route Mobile webinar

Get the lowdown on our recent webinar with Route Mobile

Event recap: Rakuten Viber / Route Mobile webinar

The <a href="https://events.capacitymedia.com/event/ce5fe6fc-7ebe-4ac0-a745-dd3993210393/summary" target="_blank" rel="noopener noreferrer nofollow">Capacity Messaging &amp; SMS World</a> event took place June 8 - 10 and Viber's Senior Director of Business Messaging Solutions Etienne Dupont was featured on the panel "Conversational commerce – it’s a two-way street".The rise of e-commerce over the past decade and more has arguably been even more intensified as a result of the coronavirus pandemic. As the world entered lockdown, end customers have used online retailing channels, but are somewhat missing the physical interactions and touchpoints seen in a brick and mortar store. &nbsp;The concept of conversational commerce intends to fill part of that void, creating a hub for direct conversations between a brand and end user that eventually result in transactions in commerce. So how can this vision be realised and how can CPaaS, AI and RCS players create that framework in areas such as payment solutions and providing an omnichannel experience, as well as the security implications?You can watch back the panel below. Be sure to <a href="https://b2b.viber.com/newsletter-opt-in" target="_blank" rel="noopener noreferrer nofollow">sign up to the Viber for Business newsletter</a> to receive future event updates and visit <a href="https://forbusiness.viber.com/en/blog" target="_blank" rel="noopener noreferrer nofollow">our blog</a> for knowledge, news and more.<figure class="media"><oembed url="https://youtu.be/-cIqQ0WXpv0"></oembed></figure>

Capacity Messaging & SMS World

Get the low down from the Capacity Messaging & SMS World

Event recap: Capacity Messaging & SMS World

SAN FRANCISCO, June 30, 2021 - <a href="https://www.viber.com">Rakuten Viber</a>, a global leader in cross-platform messaging and voice-based communication, will bring the magic of augmented reality (AR) Lenses to its app through a partnership with Snap Inc. Using Snap’s developer tools including Camera Kit, Creative Kit and Bitmoji, the Rakuten Viber app will integrate AR Lenses, enable sharing to Snapchat, and bring customizable Bitmoji avatars to Rakuten Viber.Rakuten Viber Lenses Powered by Snap will offer AR-enabled video messaging and photos to Rakuten Viber users for the first time. The launch includes 30 new Rakuten Viber Lenses, including animal masks and Rakuten Viber Characters, an underwater Lens, silly cat interactions, and more. The company plans to add between 50-70 additional Lenses per month, amounting to at least 300 Lenses by the end of 2021. Businesses will also have the opportunity to create their own exclusive Lenses on Rakuten Viber. The World Wildlife Fund, FC Barcelona, and the World Health Organization are among the first Rakuten Viber partners to offer new Lenses on the messaging app.Rakuten Viber is a calling and messaging app that connects people and allows them to express themselves creatively -- no matter who or where they are. Personal and group chats on Viber are end-to-end encrypted, so users can be sure that their communications are always private and secure.Rakuten Viber Lenses are an uplifting addition to the app’s existing sticker collections, which allow users to express themselves visually while chatting away. The adoption of Snap’s Camera Kit, Bitmoji, and Creative Kit by Rakuten Viber are additional ways for the app to bring people closer together and make those connections even more meaningful and enjoyable.New Rakuten Viber features include:<ul><li>Instant Augmented Reality - Overlay images on top of surroundings and harness the power of AR at your fingertips</li><li>Attention-Grabbing Filters - Add a creative layer to your visuals and spark conversations with friends</li><li>Expressive Masks - Select from a variety of masks that accurately follow users’ facial movements</li><li>Beautification Features - Enhance your images with realistic touches like lipstick, blush, and a variety of hair colors</li><li>Customized Bitmoji - Integrate personalized Bitmoji characters into photos and videos</li></ul>The ability to offer sponsored and branded Lenses will provide an additional revenue stream to Rakuten Viber, as business partners will be able to create custom Lenses for their communities on the platform.“Snap’s partnership with Rakuten Viber is a win-win situation for us both,” says Elliot Solomon, Director, Camera Platform Partnerships at Snap Inc. “It will help us expand our Augmented Reality technology into regions where Rakuten Viber already has a solid footprint, and help its users express themselves through AR on the platform.”&nbsp;&nbsp;“We’re excited to bring the Snap camera to Rakuten Viber users,” says Djamel Agaoua, CEO of Rakuten Viber. “Through this partnership, we want to empower the creativity of our users with AR, and we’re looking forward to inspiring new fun-filled ways for people to keep in touch with their friends and family members. Rakuten Viber is more than a messaging app. It not only connects people with each other, it is also a place where users can create entertaining, exciting, and rewarding content to share with their communities.”&nbsp;The iOS version of the app with these new features, as well as the Android beta version in English language, will be available starting June 30 in the following countries: Australia, Austria, Belgium, Canada, Denmark, England, Finland, France, Germany, Greenland, Iceland, Ireland, Israel, Italy, Japan, Liechtenstein, Luxembourg, Maldives, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, and the USA. Rakuten Viber will progressively roll out the features to all of its top 30 regions and to all Android users by the end of August.

Rakuten Viber Partners with Snap

Rakuten Viber and Snap will bring AR Lenses to Viber video messaging and photos

Rakuten Viber Partners with Snap to Bring AR Lenses to its Messaging Platform 

Viber provides brands with opportunity to serve customers better by presenting new features in business conversations &nbsp;Rakuten Viber continues to make users’ communication with brands even easier: users can now pin important information in business chats and reply to a specific message inside a business conversationViber, one of the most popular messaging platforms in the world, has announced the latest set of new features in Viber Business Messages that will seamlessly allow users to find important messages in a business chat and respond to specific messages in conversations with brands. Viber for Business has extended the “Pin-to-top” feature: in order not to miss key information included in a message, users can now pin a selected message inside a business conversation, or use the other recently &nbsp;announced option to pin the whole thread at the top of their chats list (similar to a regular conversation with friends). With the “Pin-to-top” feature any important message will be kept handy - for example, a customer signing up for a lab test or booking a hotel room can have quick access to the specific message with details of the appointment or booking confirmation.&nbsp;To pin a message inside a business conversation:<ul><li>Select a message</li><li>Long press, select “Pin”</li></ul><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Pin_to_top_business_messages_and_chats_on_Viber_394d567334.jpg"></figure>In addition, users can now reply to a specific message inside a business conversation, allowing users and brands to better maintain and follow the conversation. For example, in an active conversation with a shop with multiple orders, the customer is able to reply to a specific message and be sure that nothing will be misplaced or misunderstood.Replying to a specific message in business chat is just the same as in a regular private or group chats with other users:<ul><li>Select a message</li><li>By long touch, select “Reply” or swipe right on the message you would like to reply to</li></ul><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Reply_to_a_business_message_on_Viber_d6d2d527c3.jpg"></figure>According to statistics, 56% of users prefer to text brands rather than calling them. Viber for Business continues to simplify customer communication with brands by adding new enhancements to the app. Previously, Viber announced other File, Photo &amp; Video sharing functions available in Viber Business Messages whereby users can send photos, videos and up to 200 MB files to businesses. This allows brands to build more meaningful and convenient communication with users and provide customer support they need. All files shared by businesses and users are protected by encryption in transit.

Viber Business Messages July 2021 feature updates

Viber for Business extends “Pin-to-top” and “Reply” features in business chats

Viber Business Messages feature updates: July 2021

<h2>Launching a Rakuten Viber business account</h2>Opening a Rakuten Viber business account is a great way to elevate your mobile marketing strategy. Rakuten Viber is one of the leading messaging apps today with users in 190 countries all over the world, with the average Rakuten Viber user is active and engaged, sending over 30 messages and launching the app 12 times daily.&nbsp;Defining your business aims is key before launching your business profile on Rakuten Viber. We&nbsp;offer <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">two integration options </a>for different company goals. You can choose to create a Rakuten Viber Chatbot if you want to get a new audience and stay in touch 24/7, or opt for Rakuten Viber Business Messages to work with your existing client database. Both integration options allow brands to reach their customers at each step of the customer journey. You can get in touch with your customers with order confirmations, delivery notifications and other transactional messages or update them with the latest products and promotional information. You will both provide better customer support and strengthen your two-way conversations. Once you have clarified your audience and goals, you are set to go further - here is your guide on how to launch a Rakuten Viber business account in three simple steps.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Business_Messages_and_Chatbot_examples_558022194e.jpg"><figcaption>Rakuten Viber Business Messages and Chatbot</figcaption></figure><h3>1. Choose the right messaging partner</h3>If you want to use Rakuten Viber Business Messages to your advantage, you need a verified profile. Our trusted messaging partners worldwide will assist you in launching your Rakuten Viber business account and support you from the beginning till the end of your business journey with Rakuten Viber to make sure you are getting the best experience. You can choose a partner from the <a href="https://www.forbusiness.viber.com/en/messaging-partners/">list </a>of official Rakuten Viber partners to fit your country, industry, and aims and approach them directly, or you can also <a href="mailto:messaging@forbusiness.viber.com">contact </a>us and we will help to navigate you depending on your region and set goals.<h3>2. Register your business account</h3>Your chosen messaging partner will help you to set a Rakuten Viber business account - they will provide you with all the necessary details to register you quickly and easily. During this process, you will decide on your account name and logo to establish your Rakuten Viber business profile. You can share contact information, website URL, company profile and other relevant information in your official account, creating a mini-homepage for your customers. You tell your customers who you are and ways they can connect with you, then you can show you are a trusted brand and display information about your business. When Rakuten Viber verifies your brand, you will receive a unique ID and move one step closer to enjoying our business solutions.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Official_Viber_Business_Account_39eb302eb9.jpg"><figcaption>Official Rakuten Viber business account</figcaption></figure><h3>3. Receive a blue tick and an official Rakuten Viber business account</h3>In order to send official Business Messages, all companies are manually checked by Rakuten Viber. An official verified “business account” and “blue tick” will be granted once the brand accepts user privacy rules to ensure you are recognizable among customers. Your profile will display the information you have provided: logo, company description, website and contact information that users will see after pressing your brand name.&nbsp;Your first message info will be shared at a glance with overlay. An overlay appears on Rakuten Viber the first time you message customers - they see why they’ve received a message, who it is from and what it says. Companies utilising overlay on Rakuten Viber saw their block rates drop.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/How_to_open_a_Viber_business_account_Noa_cff9447e4d.jpg"></figure><h2>Start benefiting from Rakuten Viber Business Messages</h2>Once you have an authorised business account with a blue tick, you can start communicating with your customers and benefiting from Rakuten Viber Business Messages:<ul><li>Get real-time data on your messaging activity on Rakuten Viber - whether the messages were delivered, received, or failed, open and click rates. Discover how customers interact with your content, analyse their behaviour and adjust your mobile marketing strategy.</li><li>Send rich content messages with an image, CTA button, link or file. The message can contain up to 1000 characters.</li><li>Easily integrate Rakuten Viber Business Messages with your CRM system and personalise your messages according to predefined variables.</li><li>In case your clients do not have Internet access or are not registered on Rakuten Viber, with SMS fallback you can be sure that none of your customers will be left behind. SMS fallback ensures that your messages will be delivered via SMS if the delivery on Rakuten Viber fails.</li><li>Pay only for the messages that were delivered to your customers. Rakuten Viber doesn't charge you if the delivery failed and enables alternatives to reach your clients. You can also save money on undelivered messages by setting up TTL (Time To Live), a period of time when your message exists before being discarded. If the message was not delivered within your time limit, Rakuten Viber will not charge you for it. As a brand, you have nothing to lose, because your every message is cost-effective with Rakuten Viber business pricing.</li><li>Be confident in your security with Rakuten Viber Business Messages: Rakuten Viber is one of the most secure, if not the most secure, messaging app out there, providing all levels of security a user or a business needs to feel safe, whether it is personal chatting or interacting with businesses. It offers end-to-end encryption for private chats and calls, and encryption in transit for business messages. The messages are not stored on Rakuten Viber’s servers, so no hacker can steal them. Connections with our servers are secure and HTTPS only, push notifications do not reveal the content of your message on your customer’s device lock-screen -&nbsp; measures we undertake so you can rely on your Rakuten Viber experience.</li></ul>Creating a business account is an important step in your mobile marketing strategy and at Rakuten Viber, we do our best to provide our customers with premiere business solutions. With Rakuten Viber for Business, you can establish your brand on one of the most popular messaging apps in the world and will start benefiting immediately with our branding, security, analytics and variety of messaging options.&nbsp;Do not hesitate to <a href="mailto:messaging@forbusiness.viber.com">contact us </a>and start your journey on Rakuten Viber.

How to open a Rakuten Viber business account

Learn how to get started to benefit both your business and customers

The number of mobile users has skyrocketed in recent years: according to <a href="https://datareportal.com/global-digital-overview" target="_blank" rel="noopener noreferrer nofollow">DataReportal</a>, there are more than 5.2 billion mobile internet users worldwide – that’s two thirds of the global population. Recent events have helped fuel the growth of mobile: during the pandemic, 70% of users said they used their devices more, while during the same period of 2020-2021, the number of unique mobile users grew by more than 90 million. The message to marketers is clear – if you want to reach consumers, do it through their phones.But how? In this article, we’ll take you through some mobile marketing strategy fundamentals to get you started, so you can reach your target audience and grow your business. Because a conversion is only ever a tap away.<h2>The importance of mobile marketing strategy</h2>We take our phones everywhere – to the shops, to bed, and yes, even to the bathroom. This is an amazing opportunity for a business – how else can you instantly reach a consumer during 99% of their waking hours?Add in all the tech tools that smartphones allow, and you’ve got the 21st century way to reach your customers.<h3>What is mobile marketing?</h3>Mobile marketing is promotional activity that leverages digital, social, and other channels to reach audiences on their smartphones or tablets. Mobile marketing not only helps businesses reach potential clients, it also provides a framework for valuable customer care interactions like chatbots, user feedback, after-sales care and user reviews.<h3>What is a mobile marketing strategy?</h3>A mobile marketing strategy is a cross-media, digital marketing strategy to reach users on their mobile phones or tablets. Which channels or types of content to use depends on the audiences you aim to target and your goal for targeting them.Let’s take a look at different mobile marketing strategies you can use.<h4>In-app advertising</h4>When you unlock your phone, what is the first thing you load? That’s right, an app. According to <a href="https://techcrunch.com/2015/06/22/consumers-spend-85-of-time-on-smartphones-in-apps-but-only-5-apps-see-heavy-use/?guccounter=1&amp;guce_referrer=aHR0cHM6Ly93d3cuZ29vZ2xlLmNvbS8&amp;guce_referrer_sig=AQAAAIm6vklDlhDOCh-vLTrL-7_ByJVuiqrdBEjJkY5p7_gpw3HkL9iEm5GP48TGB1mJvUTDI8SuH4mYEAcj3JKI598pk0C2yT67mn1oh-7rHTS5jybGAYAzHwYHobQ-8bmBNQeD9YiGZ-h3UyBmuYSSnlaj-yDgVjCPcHiyMLtIWnHK" target="_blank" rel="noopener noreferrer nofollow">TechCrunch</a>, consumers spend 85% of their smartphone time in apps. And 77% spend most of their time in their top three apps (with messaging apps among them), which gives great insights as to where marketers should concentrate their marketing budget with in-app advertising.In-app advertising comes in a variety of formats:<ul><li>Display advertising: banners / MPUs</li><li>Native advertising: promotions customized to look like the app in which they appear</li><li>Video ads – instream/outstream video, or rewarded video (where watching the video ‘rewards’ the user, say with an extra life in an app game)</li></ul>In-app advertising is a great mobile marketing strategy to reach target audiences and capture their attention.<h4>Social media marketing</h4>Social media is one of the most popular uses of a smartphone – social network platforms <a href="https://backlinko.com/social-media-users" target="_blank" rel="noopener noreferrer nofollow">almost tripled</a> their total user base in the last decade, from 970 million in 2010 to over 3.81 billion users in 2020. Hence social media should be high on your priority list when devising a mobile marketing strategy.But it’s not just about sheer reach. The nature of social media – with comments and direct messages (DMs) – makes it easy to create an intimate, personal connection with your customers, and you can show your customer referrals and recommendations to advance your business image Whether someone has had a good or bad customer experience, they are sure to share it on social media!Though some companies choose to focus on organic social media posts, it’s increasingly common to use social media advertising to reach the right customers. Some options include:<ul><li>Facebook ads, or boosted (i.e. promoted) posts</li><li>Promoted tweets on Twitter</li><li>Shoppable or promoted pins on Pinterest</li><li>LinkedIn ads or promoted posts</li></ul>This mobile marketing strategy lets you build an audience using demographic information, and define your campaign’s goals, budget and how long it will last.<h4>SMS marketing</h4>SMS or text marketing sends customers business-related messages via the medium of text message. This messaging can include promotional information about products or services.Text messages don’t rely on mobile internet, so they can reach consumers in more far-flung locations. It also comes as default on all phones, so is easy to use with no software to install.But SMS have a character limit, and come with a high cost, to both send and sometimes to receive. They also lack more advanced features like multimedia and rich text. For those, you need SMS’s natural evolution, which is messaging apps…<h4>Messenger marketing</h4>Messenger marketing is similar to text marketing, but uses mobile chat apps instead of SMS to connect with customers. It leverages mobile messaging platforms such as Viber, Facebook, WhatsApp, or WeChat to create a seamless, native experience that is often no different to messaging a friend. Depending on the messaging app capabilities, this can be, for example, business messages with personalised offerings to your existing customers or chatbots that help you to attract and grow a new audience.&nbsp;&nbsp;Connecting with customers through a messaging app is cheaper, as it avoids the maintenance costs of using your own app. And it’s more effective, as you’re meeting customers on a platform where they are already active.<h4>Email marketing</h4>Half of all email opens happen on mobile devices, so if you’re pursuing an email marketing strategy, your emails need to be optimised for mobile. Emails not optimised for mobile (i.e. not incorporated into your mobile marketing strategy) will be harder to read on a mobile device, and can sacrifice functionality like gifs and web links.<h4>Mobile search</h4>Mobile search refers to searching for information using search engines accessed through a mobile device. As more people access Google on their phone than their desktop (61%, according to <a href="https://www.statista.com/statistics/275814/mobile-share-of-organic-search-engine-visits/" target="_blank" rel="noopener noreferrer nofollow">Statista</a>), you’ll need to optimize your Google Ads for mobile search. This will help you reach the majority of searchers who aren’t using a desktop computer.<h3>Benefits of Mobile Marketing</h3>Mobile marketing has many benefits, including its sheer scale and reach, and measurable results that tell you more about your audience.<h4>1. Takes your brand truly global</h4>Not only does mobile marketing let you reach customers all over the world, you can choose exactly who to reach based on demographic preferences for your ideal audience (think age, income, location, and so on).You can even target users based on more sophisticated metrics like interests, hobbies, purchasing behaviour, and more. That way, you can really laser in on your target audience.If you don’t know exactly who your customers are, mobile marketing will help you find out – just start with a broad brush mobile marketing strategy and refine it as you go. Once you have found your audience, focus on them to maximise your return on investment (ROI). But don’t stop testing and optimising your mobile marketing campaigns for better results – the job is never quite done!<h4>2. Mobile in-app advertising has better performance than other platforms</h4>Mobile click-through rates are usually higher compared to tablets and desktop computers. And the more clicks an ad gets, the greater the chance of making a sale.<h4>3. Easy to track results</h4>Mobile marketing lets you track a campaign’s performance to quantify how successful your mobile marketing strategy was and refine it to make it more accurate, relevant and adaptive. This lets your business react instantly to trends and events.<h4>4. More personalized communications</h4>People check their phones constantly, generating lots of user data which allows marketers to serve their customers with personalized content designed to appeal to their tastes. This feeds back into creating an even more intimate experience, as customers feel like the brands really understand what they want.<h4>5. Cost-effective</h4>A mobile marketing strategy is actually cheaper than most traditional marketing techniques. Optimizing your website for mobile use or sending marketing communications via messaging apps is a lot more affordable than you might think – good news for small businesses without big budgets.Campaign elements for mobile also have to contain less information, forcing you to distill the content to its essential components. That makes your marketing simpler, to-the-point, and hence more effective.<h4>6. Diversification of formats</h4>As well as the classic formats there are more advanced ad formats available in mobile marketing, such as rewarded video, playable ads, in-play ads, and AR advertising.&nbsp;<h4>7. Location-based mobile marketing</h4>Marketers can leverage the always-connected nature of smartphones to devise a mobile marketing strategy that targets customers based on their location, making the ads more relevant to the user.&nbsp;Imagine if you received a digital coupon for a clothes store that you had just walked past. Wouldn’t you be tempted to pop in?Geofencing sets a virtual fence around your business, and triggers coupons or other offers when a device enters your predesignated area (a shopping mall, say). This is known as hyperlocal targeting. You can even set your virtual fence around a rival business to steer customers away from it and towards yours (what’s known as geo-conquesting). Sneaky.<h4>8. Better tracking solutions available for marketers</h4>Mobile marketing throws up all kinds of metrics to show how your campaigns are performing. The main ones are:<ul><li>Cost Per Acquisition (CPA): How much it costs to acquire (or convert) a user into a paying customer</li><li>Lifetime Value (LTV): Sometimes called Customer Lifetime Value (CLV), this is the amount of revenue created by a user over their lifetime</li><li>Average Order Value (AOV): The amount a user spends per transaction</li><li>User engagement: How active users are with your brand once they have downloaded your app or otherwise engaged with your business somehow</li></ul>It is much cheaper to retain existing customers than to acquire new ones, so make sure your mobile marketing strategy looks after your customers and they will reward you by staying loyal.<h3>Mobile Marketing Examples</h3>You can learn from all sorts of brands how to create an effective mobile marketing campaign. Here are some examples.<h4>Coca-Cola Easter messenger marketing campaign</h4>On the eve of Easter in Eastern Europe, Coca-Cola decided to engage users in a fun and interactive way. It devised a lively animated game called<a href="https://www.youtube.com/watch?v=f9MOlK-NQZE"> Easter Egg Fighter within Viber messenger</a>. It follows the Eastern European tradition: a coloured Easter egg fight, in which only the toughest eggs survive. Users could play with their family and friends no matter where they were.To attract more people to the game launched within the Coca-Cola chatbot, they used a complex marketing campaign on Viber:<ul><li>creative Sticker pack with free downloading that led new users subscribe to the chatbot;</li><li>promotion among members of the Coca-Cola Community on Viber to increase involvement;</li><li>personalised outbound messages for existing chatbot subscribers to engage them in the game.</li></ul>The campaign lasted three months. In only three weeks in Bulgaria, it saw impressive results: 350,000 user interactions, an average play time of over five-and-a-half minutes, and over 188,000 total played minutes. Chatbot subscribers also shot up by 30%, and there were over 63,000 sticker pack downloads.&nbsp;<figure class="media"><oembed url="https://youtu.be/f9MOlK-NQZE"></oembed></figure>Coca-Cola Easter campaign in Bulgaria on Viber<h4>Urban Outfitters party dresses location-based marketing campaign</h4>Clothing retailer Urban Outfitters used mobile location data to gain incredibly valuable granular insights into its customers.Their party dress campaign is a great <a href="https://www.marketingdive.com/news/how-urban-outfitters-leveraged-location-marketing-for-a-75-conversion-gain/436943/" target="_blank" rel="noopener noreferrer nofollow">example of successful location-based marketing</a>. By targeting women who had recently been to a nightclub or bar with in-app push notifications promoting party dresses, Urban Outfitters managed to increase conversions by 75%, and revenue by an astonishing 146%. Certainly worth getting dressed up for.<h4>Enabling online purchases with Viber Business Messages</h4>The Primer Group of Companies is a retailer in the Philippines that specializes in distributing consumer goods from different brands. With malls affected gravely due to pandemic quarantine restrictions, Primer turned to Viber Business Messages to establish their online footing.Primer enabled online purchases with digital vouchers using codes with discounts sent through Viber Business Messages with the help of their messaging partner Infobip. The brand achieved a 53% code redemption conversion rate, and a 401% uptick in total sales.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Business_Message_from_the_Primer_Group_edd066588f_b3694ce1d5_d819a17481.png"><figcaption>Example of Viber Business Message from the Primer Group</figcaption></figure>Viber makes it simple to build personalised communication with your customers. We are ready to help you with your mobile marketing strategy: from an in-app advertisement to messenger marketing. <a href="https://www.forbusiness.viber.com/en/viber-for-business/">Reach out to us</a> and enjoy direct access to your preferred audience, better analytics and profitable campaigns.&nbsp;

Mobile marketing strategy 101

Learn how a mobile marketing strategy can turbocharge your business

Mobile marketing strategy 101: mobile marketing and its benefits

(Original version published on the <a href="https://mobileecosystemforum.com/2021/08/13/the-changing-dynamics-in-business-messaging/" target="_blank" rel="noopener noreferrer nofollow">Mobile Ecosystem Forum</a> blog, August 2021)The <a href="https://www.linkedin.com/company/mobile-ecosystem-forum/" target="_blank" rel="noopener noreferrer nofollow">Mobile Ecosystem Forum</a> webinar "The Changing Dynamics in Business Messaging" took place on the 22nd of July 2021 and our Senior Partnerships Account Director Noa Bar Shay was invited as a speaker to discuss how the business messaging landscape continues to evolve.From MEF Director of Programmes James Williams:Rakuten Viber was the first chat app out of the gate with a <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">business messaging proposition</a> and is also very busy in the areas of SMS and voice and here’s what Noa Bar-Shay had to say: “The Messaging Ecosystem has already made a huge step forward in its development. <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-business-messages/">Business messages have played an important role</a> in this evolution and continue developing the industry.Despite this, we are all still in a process of self-improvement, the big value being that all the industry players can learn from each other and therefore make the ecosystem bigger and stronger. External circumstances also play a significant role in <a href="https://www.forbusiness.viber.com/en/blog/post/vibers-10th-anniversary/">the evolution of the Messaging Ecosystem.</a> E.g., the pandemic has accelerated the industry to a much higher degree than anyone would have expected – progress that would normally take five or six years was achieved in just five to six months.Since it works anywhere and everywhere without the need for internet access, SMS technology will keep its important position in the Messaging Ecosystem, however, messaging apps will continue taking over the market share. Especially with the constant growth of <a href="https://www.forbusiness.viber.com/en/blog/post/4-ways-to-boost-customer-loyalty-through-conversational-ui/">conversational commerce</a> since chat apps provide a native environment for rich communication between users and brands. Together with other industry technologies, SMS has to move to transformation in order to be up to date and meet customers and business needs”.So, there we have it from a chat app company – SMS is a long way from being dead when it comes to Business Messaging!The variety of speakers gave some great perspective and coming from Nadir Patel who has a lot on his plate at Omantel was: “We all agree that the messaging ecosystem players have made efforts thus far, there is no doubt that there is a lot to work to be done on in order to for us to meet the enterprise customer requirements and expectations. Stakeholders need to collaborate and cooperate right from the MNOs, platform providers, aggregators, security experts, and last but not the least, the Regulatory bodies.”You can watch the Viber highlights here:<figure class="media"><oembed url="https://youtu.be/9IOHc2yQXzk"></oembed></figure>&nbsp;&nbsp;

MEF Changing Dynamics In Business Messaging

Get the low down from the MEF Changing Dynamics in Business Messaging event 


Event recap: MEF The Changing Dynamics In Business Messaging

<h2>Managing a Viber Community for global audiences</h2>In August 2019, Viber partnered with Australian tennis influencer Samuel Begg (<a href="https://www.instagram.com/samuelbegg/?hl=en">@samuelbegg</a>) to launch the Global Tennis Community on Viber. While covering tennis news across the world and allowing users to go behind the scenes of their favorite sport, an exclusive Viber Community has grown to over 685,000 tennis fan followers over the past two years. Success that came from a well thought-through content strategy, engaging campaigns and effective moderation which shows the benefits that can be achieved with a messaging app community. We caught up with Samuel below to discuss the journey of the GTC, what he has learned about Viber Communities and what tips he has for online community managers.<h3>What are the advantages of communities in messaging apps?</h3>Viber Communities are convenient both for users and creators. On a messaging app, you can send messages to all community members at once and gather fans together. It gives you an unmatched opportunity to establish one-to-many communication. At the same time, people can access information anytime and anywhere on a mobile device. My ability to also utilize the desktop version of the app has been a huge bonus in terms of time management - allowing me to easily add exclusive content or videos directly from my laptop to the Viber GTC.Another benefit is a wide variety of available content. You can animate your community with news, updates, polls, and quizzes. Fans love new info about their passion subject and appreciate creative posts. What is more, they enjoy sharing ideas. Considering this, having different tools to entertain fans allows for a more engaging tennis fan experience.In communities, fans can react to messages with likes, emoticons, and shares. It's an excellent feature, as you can see and respond to their thoughts, expectations, and feelings. It makes communication with your audience easier and more valuable, allowing me to adjust my content strategy to be more in line with what GTC tennis fans enjoy most.Throughout my time working on the GTC, I also learned the importance of utilising relevant emojis (eg. tennis ball or country flags) to enhance the “eye catching” aspect of text copy. This strategy contributes to achieving higher engagement and keeping the feed aesthetically pleasing to followers.<h3>What is the value of the Global Tennis Community on Viber for its subscribers? Did GTC geography expand on the messaging app?</h3>The Global Tennis Community and I partnered with Viber in 2019, with the aim to deliver tennis news, videos, and discussion to fans around the world. The purpose of the community was to bring people who love tennis together, no matter who or where they are. Viber, with a diverse user base all over the world, was the perfect platform to embody this idea. Now, the Global Tennis Community has over 685k subscribers on a messaging app, with people worldwide gaining equal access to their favorite players’ routines and updates. We have engaged members from different countries and continents. Fans from Russia, Greece, Serbia, France, the Philippines, and many other countries now get together. As an already established social media tennis influencer with over 200k combined followers on other platforms, it was a hugely exciting opportunity to partner with Viber and assist them in launching, promoting and managing a new tennis focussed community on their platform. As a tennis influencer, I also was able to extend the “reach” of the GTC to countries such as Australia and the USA which assisted making our Viber Community truly global.In a community like the GTC, every follower counts. Imagine, people can talk to their friends, and check the news about their favorite sport all in one place. This way of communication is deeply personal and puts the audience at the center – Community members can enjoy natural conversations and share information with people they love.<h3>How do you manage such a huge fanbase? What are the tips for Viber Сommunity management and keeping the Community feed interesting and entertaining? &nbsp;</h3>Viber Communities have clear and powerful managing features. There are two moderation types to allow different access levels: superadmins and admins. For example, I am the superadmin and have ultimate control over the chat. It means I can post and pin messages, add, ban or block other members, decide if they can take part in conversations, or invite new members. I use these tools to moderate the chat and keep the feed relevant to the participants.You can also grow your Viber Community by enabling a share link or revoking the link at any time, as well as assigning admins among Community members, which I do during the live chats. In these live chats, 10-15 lucky GTC followers become admins on a random basis and take part in a live conversation. Admins can boost engagement in the Community this way, creating loyalty to your niche and also keeping users returning to the Viber app in the process.Additionally, you should take advantage of the diverse content formats offered in Viber Communities. I make sure to post at least twice a day and update fans with news, polls, player practice videos, memes, and jokes. During the Adelaide Davis Cup Qualifier, GTC crafted an immersive experience for fans. I made video tours of the grounds, daily live previews of actions and matches to plunge fans into the event. Also, I covered players' press conferences and practice footage to advance the experience. You can create a content plan and stick to it to keep your feed structured and consistent. Remember to alternate between static visuals, videos, news, learning modules, and entertaining content.In my experience, another important strategy I’ve learned in Viber communities, is the value of allowing “high traction” or “important” posts to stay at the top of feed for a minimum of 12 hours - this technique allows for a higher number of followers to see the key post, instead of it being overlooked amongst our other engaging GTC content. A prime example of this would be the Tennis Tip Tuesday segment or one of our Wilson giveaway posts which we wanted to achieve maximum traction.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/GTC_Viber_Community_content_exampes_b5493b294d_7cd7d19348_34e7d7facf.png"><figcaption>Different content formats in Global Tennis Community on Viber</figcaption></figure><h3>What can admins do to better engage the audience of the communities?</h3>You can capture audiences with competitions and giveaways. People love participating in competitions, and the opportunity of winning a quality prize will inspire them to engage. In fact, giveaways are among the top-performing content in our Viber community. We arrange 1 valuable giveaway each month and see an increasing engagement of fans. You can gift not only products but also experiences to people. I welcomed 12 GTC prize winners to the Davis Cup Qualifier by Rakuten in Adelaide. What better reward for a sports fan than going to the grounds of a prestigious tennis event? User contests such as these can drive activity in communities and also attract new audiences to the platform.<h3>How do you raise awareness about the Viber Community and attract new members?</h3>There are a lot of <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Viber Advertising features</a> for community promotion. These tools attract new members within the messaging app in a non-intrusive way and you can choose how to advertise on Viber. You can place your advertisement in a native environment of a user, such as Viber Chats or Viber Calls lists or many other options. We promoted GTC with such Viber Advertising solutions as Explore Screen banners and Sticker packs.Explore Screen is a perfect place to draw a new audience because people visit Viber Explore to find new brands and content. It means users are already open to new experiences.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/unnamed_89d3d8d78b_002785cc00_df33ef13a1.png"><figcaption>Global Tennis Community advertising through Viber Explore Screen and Viber Stickers</figcaption></figure>Fans also love Sticker packs! Viber Stickers are fun, interactive, and help people express feelings. We've had over 1.5M messages sent with branded Viber Stickers which raised awareness about the chat. The stickers we planned out together intermixed tennis themes, with “relatable” messages which can be used in everyday conversation on the Viber platform. A classic example of this would be the “Hey Mate” and “Thank you” GTC stickers which are universally applicable for everyone, not just tennis fans!Additionally, a powerful tool has been to promote the Global Tennis Community on Viber through my own Samuel Begg (<a href="https://www.instagram.com/samuelbegg/?hl=en">@samuelbegg</a>) and Hit With Me (<a href="https://www.instagram.com/hitwithme/?hl=en">@hitwithme</a>) social media channels to elevate the game of the GTC. Influencing through external channels adds to the recognition of the brand and in the case of the GTC, allowed for us to establish instant credibility and trust from users to join this new communities’ journey. You can advance your promotion this way. For example, I shared glimpses of our community content to spread the word about GTC on Viber. An example of this would be the “Swipe Up” feature on Instagram which allows me to create a call-to-action and directly lead my followers to the Viber app content.<h3>You’ve mentioned Viber Sticker packs, what do you think about this promotional tool? How effective are branded stickers in attracting audiences?</h3>Sticker packs are an attractive and fun way to increase Community awareness. It is true that fans enjoy showing emotions with branded images. On average, one user shares each sticker 11 times. Besides, you can use Stickers to target the audience and grow your following. People can download branded stickers for free and automatically subscribe to your community - this is a really cool Viber Advertising tool to attract an engaged audience.GTC launched two branded Viber Sticker packs with over 1.9M downloads. Fans from all over the world downloaded and shared with friends stickers that were sent over 5.5M times. It helped to strengthen and brand GTC on Viber. With stickers, you can animate your communication with the Viber Community and increase interactivity. Tennis fans have definitely appreciated the creativeness of curated Viber Sticker packs which are tailored to their passion!<h3>You have a very engaged and specific audience – many brands are seeking to have direct access to such communities. Have you ever thought about brand collaborations? What are the potential formats for brand integration?</h3>Yes, indeed, we had successful partnerships with various brands. Our Viber Community is a natural platform for such promotions. Communities unite people around a certain topic, cause, or passion. Businesses can use it to discover a specific audience for their product placement. There is a higher chance of finding users interested in your services this way. It's a win-win game!For instance, we collaborated with Wilson for the majority of giveaway contests. Wilson is a famous sports equipment manufacturer, so our fans were excited for the opportunity to win world class prizes. For our partner, it was a chance to showcase their products to their target audience of over half a million people. GTC on Viber has a wide geography, so Wilson had the opportunity to enter foreign markets. It means the company had direct access to targeted consumers from all over the world. Sponsors can also promote their brand image by collaborating with devoted communities. We also had the pleasure to giveaway several Luxilon Tennis products, the tennis string brand used by legends of the sport such as Roger Federer and Serena Williams.Of course, there are a variety of other options that can be created for specific brand needs: events promotion, sponsorship of selected topics, branding of visuals, and many more.<h3>Name your top 3 recommendations for those who want to launch a community on a messaging app?</h3>First of all, define your content strategy and find admins that will share your passion for the topic of your community. You should aspire to captivate and entertain your followers with your posts. Then, <a href="https://www.forbusiness.viber.com/en/viber-for-business/">attract new audiences and keep people engaged</a> with promotional tools. Features like Sticker packs will strengthen your brand and draw members to your community. Finally, find the right partners to collaborate with and benefit from the win-win synergy. Desirable global brands in your community will make your followers happy to participate in your activities and giveaways.There are many ways to raise brand awareness and help you communicate with your audience in a better, more meaningful way. If you want to get the most out of your Viber experience, you can <a href="https://www.forbusiness.viber.com/en/viber-for-business/">learn more and contact us</a> for information on how Viber can help your brand grow, gain better visibility and attract new audiences with Viber Advertising and Stickers.&nbsp;

How to manage and benefit from your Viber Community

Tennis influencer Samuel Begg explains effective management of Global Tennis Community on Viber


Capacity Media's International Telecoms Week event took place 29 August – 1 September and Viber's Senior Director of Business Messaging Solutions Etienne Dupont was featured on the panel "Accelerating RCS &amp; adapting to omnichannel approaches".Rich messaging has had a challenging year and the industry is divided on OS lines. The panel discussed the hurdles still to be overcome, how to change mindsets to get off the ground as well as the trend for enterprises to adopt an omnichannel approach to maximise messaging reach according to recipient preferences and technical capabilities.You can watch back the panel below. Be sure to <a href="https://b2b.viber.com/newsletter-opt-in">sign up to the Viber for Business newsletter </a>to receive future event updates and visit <a href="https://forbusiness.viber.com/en/blog">our blog </a>for knowledge, news and more.<figure class="media"><oembed url="https://youtu.be/Qh8DU0o_Py0"></oembed></figure>

Event recap: International Telecoms Week 2021

Get the low down from Capacity's International Telecoms Week

According to <a href="https://www.outerboxdesign.com/web-design-articles/mobile-ecommerce-statistics" target="_blank" rel="noopener noreferrer nofollow">Mobile eCommerce statistics</a>, more than three quarters of mobile phone users have bought products through their phones in 2021. The numbers clearly show that businesses need to upscale their mobile marketing strategies and communicate with customers through their mobile devices.&nbsp;<h2 style="text-align:justify;">Trends in messenger and SMS marketing&nbsp;</h2>Every business has to send information to their clients from time to time. From notifying them about deliveries, changes in the status of an order, providing special offers or informing about upcoming appointments. Simultaneously, businesses face the challenge of building a mutually beneficial communication with their clients - informative for the customer and effective for the business. Traditional formats, including emails and SMS, may simply go unnoticed. In order to elevate communication with a client base, businesses can turn to a channel that their clients use most often – messaging apps.One of the main tendencies of recent years is being closer to your customers and communicating with them at their convenience. Users prefer to keep all the correspondence in a single app where they spend most of their time. <a href="https://www.businesswire.com/news/home/20170214005027/en/Organizations-Wasting-Billions-Customer-Loyalty-Programs-Don%E2%80%99t" target="_blank" rel="noopener noreferrer nofollow">According a study by Accenture</a>, 81% of people are more loyal to brands that communicate with them through their preferred communication channels.The demand for personalised, non-intrusive communication is something that companies should keep in mind. Users want to have control over their interactions with businesses: to have an opportunity to start and end the conversation, solve their issues in a chat with a brand and receive relevant information that targets their specific interests.Business messaging is a relatively new solution for brands to share important information with their customers - a natural evolution of SMS with an extended set of features. At the outset of SMS marketing, bulk messaging was a more appealing solution for user engagement, however with changes of consumption of technology and information they have become&nbsp; more selective. From all the brands they interact with, customers tend to choose the ones that can build mutual communication with them and accept their feedback. Gradually, messenger marketing has developed from a one-way communication channel (where only brands can send information to clients without an option for clients to send a response), to two-way conversations (dialogues) with clients - an even more beneficial solution for businesses.<h3 style="text-align:justify;">Why you need an official Viber business account&nbsp;</h3>Brands around the world see the advantages of personalised messaging and prefer to communicate with their clients through messaging apps. Banks, retailers, delivery services and many businesses of different industries, regions and sizes can use business messages in their mobile marketing strategies.It is important to show your customers that they can trust your business messages. For this reason, Viber Business Messages are sent only to those people who are part of the company's client base and have given their consent to receive notifications from the brand, for example, when filling out a loyalty program form or when making an online order. At the same time, users can easily check whether the brand is verified – official business accounts have a "blue tick" near their name.The "Blue tick" shows that the account has been verified by the Viber team and guarantees authenticity. In addition, an <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">official Viber business account</a> may include information about the brand, logo, address and phone number. In the first message from the brand, customers can see the reason why they were sent a message, the sender's name and the message context even before they open it, thanks to the Overlay feature - a pop-up window on top of the business message. This means users can decide whether they want to interact or refuse receive notifications from the brand. There is the option to adjust these settings at any point during the conversation.Apart from convenient brand verification, Viber also provides businesses and users secure communication enabled by end-to-end encryption of private chats and calls, as well as encryption in transit for Business Messages. Viber does not store messages on servers and uses only a secure HTTPS connection - all designed for safe and secure communication between brands and users.<h3 style="text-align:justify;">Benefits of Viber Business Messages</h3>Business Messages are not only a native, secure and bilateral way of brand communication, but unlike regular SMS, they are also an efficient and cost-effective channel with a wide set of analytical tools.<h4 style="text-align:justify;">Interactive Viber marketing</h4>While an SMS is a short text of up to 160 characters and, sometimes, a link, <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber Business Messages</a> are a format that significantly expands the possibilities of interaction with customers. They can contain text of up to 1000 characters, images, a link, and various types of files including instructions, warranty cards, etc. For example, brands can send invoices to customers, discuss the terms of the order, and solve customer queries, including receiving photos or videos from them, all in one chat.<h4 style="text-align:justify;">Fair Viber business pricing</h4>Apart from being convenient for customers, Business Messages are also cost-effective for businesses: brands only pay for Business Messages that have been delivered rather than just sent ones. In addition, brands can save their budget and deliver time-sensitive messages by setting TTL (Time To Live) – the maximum period of time to deliver a message before it is canceled or redirected to another channel. For example, if a sender sets TTL for 1 hour, the messages that are not consumed within this time frame will expire. With TTL on Viber, a company won’t pay for a message that doesn’t reach a user in a limited time frame and ultimately save money.<h4 style="text-align:justify;">SMS fallback for important messages</h4>If a brand’s customers don't have internet access or the Viber app installed, they can still receive important and urgent messages with SMS fallback (using SMS as a backup option - delivering a message via SMS if delivery on Viber has failed). Brands can be confident that, if needed, all of their customers will get key notifications, for example, a one-time password or about financial transaction information via SMS.<h4 style="text-align:justify;">Real-time analytics for your messenger marketing strategy</h4>Companies can access a report on customer interaction with Business Messages in real time. They can see the status of the message: whether it was delivered, received, or failed. They also have access to detailed statistics, including open and click rates, which can be taken into account while adjusting mobile marketing strategy, segmenting the audience and personalizing communication with customers.<h4 style="text-align:justify;">Integration with CRM</h4>Brands can easily integrate their CRM system with Viber Business Messages to save customer interaction history, analyze behavior and send useful and relevant personalized messages.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Different_types_of_Viber_Business_Messages_043d2ecacf_50b0196220.png"><figcaption>The different types of Viber Business Messages</figcaption></figure><h3 style="text-align:justify;">How to maximize effectiveness of your business messages&nbsp;</h3>Of course, not every business message sent through a messaging app will have the same impact. Here are some tips that will help you to effectively interact with your users, achieve your business goals and retain customers:<ul><li>Personalize your messages. According to <a href="https://smarterhq.com/privacy-report" target="_blank" rel="noopener noreferrer nofollow">SmarterHQ's "Privacy &amp; Personalization"</a> study, 72% of users want to receive individual offers from businesses, and messenger marketing allows that. You can do bulk messaging hoping it will resonate with your audience (aka "Spray and Pray" marketing), or you can use a messaging app connected to your CRM system to target specific audiences. The second approach will help you to communicate with your audience in a more meaningful way, as well as to achieve higher conversion rates and excellent marketing results.</li><li>Speak your customers’ language - adopt a communication style that matches your customers’ needs. Messaging apps are a space for personal communication, therefore you can afford to be more informal in your conversations with customers. You can not only adjust your tone of voice depending on your customer’s age or interests, but also change it based on their mood during the real-time communication. This approach will make your conversations with customers more engaging and elevate your messenger marketing.</li><li>Endorse conversations and stay in touch after the purchase. According to <a href="https://www.salesforce.com/au/blog/2019/03/-real-time-engagement--marketers---1-priority-and-challenge.html" target="_blank" rel="noopener noreferrer nofollow">Salesforce</a>, 71% of users want to communicate with companies in real time. Chatting with the customers in a messaging app allows businesses to instantly respond to requests and increase so-called CLV (“customer lifetime value”). Furthermore, such communication makes it easier for companies to provide services and helps consumers to receive a better service. With real-time customer support you can get instant feedback and show your customers that they are valued. Just because people aren't in a physical store, it doesn't mean they should miss out on the experience that only a sales assistant can offer.</li><li>Integrate with your CRM and keep your customer database updated. You can access your customer’s history by integrating Viber Business Messages with your CRM. This way you will have the opportunity to follow your customer’s journey, see what parts of your business they are most interested in and modify your marketing efforts accordingly. With the ability to track real interests of your customers, you can send truly personalised messages and create a natural end-to-end user experience.</li></ul>Business messaging allows you to start communication with users on a platform where they spend most of their time, maintain an informal tone of conversation and solve all important issues in a single conversation. Detailed analytics, interactivity of business messages and easy integration with CRM help brands to segment their audiences and personalize their messages. Companies around the world are already benefiting from the rich set of features, security and cost efficiency of business messages. If you want to keep your brand relevant and interesting to your clients, you can integrate Viber for Business solutions into your marketing strategy and enjoy advantages you can get from two-way conversation with customers.Do not hesitate to <a href="https://mail.google.com/mail/u/0/?fs=1&amp;tf=cm&amp;source=mailto&amp;to=messaging@forbusiness.viber.com">contact us </a>to learn how to use Viber for Business services to benefit your business.

Viber Business Messages vs. SMS: Which is better for you?

How to improve your mobile marketing strategy with Viber Business Messages

<a href="https://reshapesummit.com/">RESHAPE</a>, the world's largest leadership and experience virtual summit took place on September 15 - 16 2021 and Rakuten Viber's Chief Growth Officer Anna Znamenskaya held a panel delving into customer experience and brand engagement in the time of information overload of the post-COVID world. In her Impact session, she shared what matters most to the audiences in order to stay loyal to brands.&nbsp;The second edition of the event brought together a community of 10K+ attendees and over 100 top names from world-famous companies such as IKEA, Unilever, Google, Rakuten Viber, Booking.com, Pepsico, HSBC, and many more, along with the star speaker, the 44th President of the United States, Barack Obama.Together with her guest speakers ​​Enric Llopart, Digital Director at FC Barcelona, and Edward Partridge, Senior Corporate Partnership Manager at WWF they agreed that the COVID-19 pandemic has significantly accelerated the transition to digital channels and increased users’ demand for personalized content with interactive opportunities. Both FC Barcelona and WWF are long-standing champions of digital communications, and Viber long-term partners. They have fully utilized the power of social engagement on the platform by launching their branded stickers to either convert users to engage with chatbots or join communities, where both the products offer various engaging features. Chatbots, for example, could be utilized for personalized quizzes, games, and donations, while communities are a fruitful channel for getting a message out loud and promoting the user to join a cause, get the latest news or learn more about a topic, such as wild tigers preservation.&nbsp;Get your doing-digital in a post-covid world black belt and learn how to break through information clutter by watching Anna's panel below.<figure class="media"><oembed url="https://www.youtube.com/watch?v=GGS_ORBCgbw"></oembed></figure>Be sure to <a href="https://b2b.viber.com/newsletter-opt-in">sign up to the Viber for Business newsletter </a>to receive future event updates and visit our <a href="https://www.forbusiness.viber.com/en/blog/">blog</a> for knowledge, news, and more.

Event recap: RESHAPE

(Original version published on the <a href="https://www.8x8.com/blog/speak-the-language-of-customers" target="_blank" rel="noopener noreferrer nofollow">8x8 blog</a>, October 2021)<a href="https://www.8x8.com/events/fy22q2-hook-customers-with-human-experience-in-a-digital-world" target="_blank" rel="noopener noreferrer nofollow">8x8's webinar</a> "How to Hook Customers with a More Human Experience in a Digital World" took place on September 30 and among the speakers who discussed business growth in the era of mass digitalization was our Senior Director of Business Messaging Solutions Etienne Dupont who shared Viber's experience as one of the world’s most popular messaging apps.While acknowledging that it is indeed difficult, the webinar panel mused over how businesses can use chat apps to maintain quality service at any time of day. Chat apps like Viber not only allow free-flowing human conversation, but they also provide rich content that people can relate to in the form of videos and emojis. With consumers spending more and more time on their devices, it absolutely makes sense for businesses to get in on the action.The panel agreed that to keep customers coming back, frictionless customer care is a must-have and chat apps make this possible.The icing on the cake is that chat apps are also a cost-effective option. With apps like Viber, companies can reach out to new audiences, and communicate better with their existing customers, in a native environment. It’s possible to send targeted offers and promotions that turn prospects into paying customers, and then gain their loyalty over time by building deeper relationships. While the future ahead is indeed uncertain, all signs indicate that chat apps will only get bigger and better in the business world.Of course, live service staff will always be required to do the heavy lifting—especially for high priority tasks and emergencies. In that sense, chat apps have been proven to be useful during interim periods, working symbiotically with service agents to keep customers informed.Watch back the webinar <a href="https://8x8.hubs.vidyard.com/watch/nnUxxTLSzJAAPgsJC33UpG?" target="_blank" rel="noopener noreferrer nofollow">here</a> and be sure to <a href="https://b2b.viber.com/newsletter-opt-in" target="_blank" rel="noopener noreferrer nofollow">sign up to our newsletter</a> to receive future event updates.

Rakuten Viber / 8x8 webinar

Get the low down from our recent webinar with 8x8 

Event recap: Rakuten Viber / 8x8 webinar

Our Senior Director of Business Messaging Solutions Etienne Dupont recently featured on Mobilesquared's BUMP Webinar "The future of business messaging for brands" alongside their Chief Insight Analyst &amp; Founder Nick Lane. Etienne shared exclusive insight on brand strategy and user preferences and Nick revealed key data from their recently published global messaging market forecasts to 2025. With over 20% more brands pivoting to business messaging to reach customers during the pandemic, we looked at what works and what doesn't in terms of messaging engagement strategies for brands, plus key market data and trends.&nbsp; Key topics covered included: - How brand communications and messaging have shifted post-Covid - Global and local market trends - What user preferences tell us about how businesses should engage with their customers - The role of Viber and other market players in developing the messaging ecosystemWatch back the webinar below and be sure to <a href="https://b2b.viber.com/newsletter-opt-in" target="_blank" rel="noopener noreferrer nofollow">sign up to our newsletter</a> to receive future event updates.<figure class="media"><oembed url="https://youtu.be/yLPqLrSSAUY"></oembed></figure>

Rakuten Viber / BUMP webinar

Get the low down from our recent webinar with Mobilesquared

Event recap: Rakuten Viber / BUMP webinar

The World Health Organization recently hosted their second webinar in the series “Building best in class chatbots during COVID-19” and our Senior Global Business Development Manager Petya Kamburova spoke about chatbot optimization based on user data, analytics and the importance of human-centered design.Chatbots are software programmes that interact with people over voice or text. Before COVID-19, they played an important role in healthcare and the use of AI-enabled solutions is expected to increase even more in the coming years. During the pandemic, with even some of the most resilient health systems overwhelmed, people have turned towards alternatives when it comes to information and advice for their health. For many, their mobile phone is the primary source of information and chatbots are in the spotlight now more than ever.&nbsp;Petya shared that in order to understand how successful a bot is, it needs to be measured through user data, which is essentially the feedback received from the users. When it comes to the WHO Viber bots, although all focused on different topics, from COVID-19 and tobacco cessation to women’s health, they all have one goal - offering users health information one click away, in an easy to access and understandable manner.&nbsp;The top 3 metrics include:&nbsp;<ul><li>Scale - number of subscribers/ number of users. The WHO COVID-19 chatbot has a total audience of 1.7 million users currently.</li><li>Engagement - messages sent &amp; received to and from the bot. Since it’s launch in April 2020, the WHO COVID-19 bot has generated over 150 million messages.</li><li>Bot MAU(monthly active users). Over 70% of the bot’s audience interacts with it monthly.</li></ul>Watch back the webinar <a href="https://events.streamgo.live/WHOchatbots/live">here </a>and be sure to <a href="https://b2b.viber.com/newsletter-opt-in">sign up to our newsletter </a>to receive future event updates.

World Health Organization webinar

Get the low down from our recent webinar with the World Health Organization

Event recap: World Health Organization webinar

<h2>Holiday season mobile marketing&nbsp;</h2>The holiday season presents an abundance of opportunity for mobile marketers. And that’s truer now than ever. The pandemic has greatly accelerated digital shopping: <a href="https://www.statista.com/topics/871/online-shopping/#dossier-chapter1">Statista’s study</a> shows that in 2020, online shopping increased more than 25%, hitting 4,2 tn dollars worldwide. With the majority of cyber week sales made from a smartphone – <a href="https://www.salesforce.com/blog/cyber-week-digital-sales-grow/" target="_blank" rel="noopener noreferrer nofollow">55% compared to 41% on desktop</a> – the lesson is clear: smart marketers should follow the money and connect with customers where they’re already present – on their smartphones.&nbsp;So how can you reach the full potential of the holiday season and enjoy all the benefits that mobile marketing has to offer?<h4 style="text-align:justify;">Holiday marketing ideas for a stellar mobile marketing campaign</h4>An effective messenger marketing strategy can improve the customer experience by offering a truly personalised, engaging and convenient customer service during the peak season.<ul><li>Create hyper personalized messages for your loyal customers</li></ul>It’s a fact: personalizing the customer experience to each specific customer makes them more likely to buy. In fact, it results in a higher likelihood of purchase in <a href="https://www.slideshare.net/EpsilonMktg/the-power-of-me-the-impact-of-personalization-on-marketing-performance/1" target="_blank" rel="noopener noreferrer nofollow">80%</a> of cases. It’s easy to see why, as it’s much more convenient for consumers, and data supports it – <a href="https://www.thinkwithgoogle.com/consumer-insights/consumer-trends/holiday-shopper-preferences/" target="_blank" rel="noopener noreferrer nofollow">4 in 10 holiday shoppers</a> are looking for retailers to remember personal details, like past sizes and items they’ve purchased. By integrating their CRM system with Viber Business Messages, brands can store customer interaction history and analyze their behavior in order to send useful and relevant personalized messages, at scale.&nbsp;Here are a few holiday marketing ideas for your inspiration:&nbsp;<ul><li>Offer gift messaging and alerts that let your audience know when specific gift items they have shown an interest in have gone on sale or have been restocked.</li><li>Create a digital gift guide with ideas for parents, significant others, friends, kids, and anyone else. Segment your audience and send the most relevant guides to your customers.</li><li>Reward your mobile customers with exclusive coupons for the products they were interested in.</li><li>Invite customers to take part in Sweepstakes, Instant Win Giveaways, and Challenges over the items they showed interest in.</li></ul><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Holiday_season_mobile_marketing_fbd4fc24e7_991cfa5121_39dd2e3aa8.jpg"><figcaption>Holiday season mobile marketing on Viber</figcaption></figure><ul><li>Automate your customer service</li></ul>In the always-on digital world, brands need to be available around the clock. Customers expect it: <a href="https://www.wolfgangdigital.com/kpi-2019/" target="_blank" rel="noopener noreferrer nofollow">71%</a> of consumers expect brands to communicate with them in real time, whether it’s day or night. But it’s costly – and wasteful – to man the phones 24/7. Instead chatbots can take on the bulk of the work and help to manage your holiday season mobile marketing.&nbsp;Not only is it more cost-effective for brands, shoppers are also <a href="https://www.liveperson.com/blog/conversational-commerce-for-holidays-guide" target="_blank" rel="noopener noreferrer nofollow">more likely to trust</a> and to spend more money with retailers that support both digital and in-store experiences with messaging and virtual assistants.<a href="https://www.forbusiness.viber.com/en/messaging-solutions/" target="_blank" rel="noopener noreferrer nofollow">Viber Chatbots </a>are available around the clock and answer customer questions instantly. They reduce personnel costs and automate routine processes, reduce user frustration with quick, timely replies, and generate analytical information about customers, which allows you to create an accurate portrait of the target audience and understand its needs (<a href="https://www.liveperson.com/blog/conversational-commerce-for-holidays-guide" target="_blank" rel="noopener noreferrer nofollow">64% </a>of customers are in favour of this). Plus they let you send relevant messages based on the customer journey to the product, communicating with users in their language, using interactive elements and gamification to engage customers during the holiday season – it is a direct path to "love for years."<ul><li>Use live agents to assist your customers&nbsp;</li></ul>While chatbots can help respond to many questions,&nbsp; you still need real agents to take on more taxing customer queries. <a href="https://www.aspect.com/globalassets/2016-aspect-consumer-experience-index-survey_index-results-final.pdf" target="_blank" rel="noopener noreferrer nofollow">86%</a> of users expect chatbots to always be able to transfer to a live agent – this is even more important during the holiday season, when customers <a href="https://www2.deloitte.com/content/dam/insights/us/articles/4737_2018-holiday-survey/2018DeloitteHolidayReportResults.pdf" target="_blank" rel="noopener noreferrer nofollow">need gift-finding assistance</a> from retail consultants online. Viber Business Messages’ two-way conversation feature lets real assistants guide shoppers’ gift choices, consult on size or product characteristics, and help in gift assemblance or installation.Live agents can also take on board customer feedback to provide better customer service, and turn new leads from the holiday season into loyal clients.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/02_Conversations_with_clients_via_Viber_Business_Messages_be368caa72_14d8a0eb6c_6370b9d96f.png"><figcaption>Conversations with live agents on the Viber Business Messages platform</figcaption></figure><ul><li>Use complex mobile marketing campaigns&nbsp;</li></ul>Advanced strategy of holiday season mobile marketing can help you stand out among the array of businesses running online.For example, Coca-Cola devised an animated game to engage users in a fun way around Easter time. <a href="https://www.youtube.com/watch?v=f9MOlK-NQZE" target="_blank" rel="noopener noreferrer nofollow">Easter Egg Fighter within Viber messenger</a> plays on the time-honored Eastern Europe tradition of a coloured Easter Egg fight. The aim? To destroy your opponent’s egg, but playing online through a mobile game instead of in the real world. That way, users can play against anyone, regardless of where they are in the world.Coca-Cola’s mobile marketing campaign included creative Viber Sticker pack with free downloads that let new users subscribe to the chatbot, a promotion within the Coca-Cola Community on Viber, and personalised messages to bring chatbot subscribers into the game.The results were staggering: in Bulgaria alone, it achieved 350,000 user interactions, an average user play time of over five-and-a-half minutes, and a total played minutes of over 188,000. The number of chatbot subscribers increased by 30%, and sticker pack downloads totalled over 63,000.<figure class="media"><oembed url="https://youtu.be/f9MOlK-NQZE"></oembed></figure>Coca-Cola Easter campaign in Bulgaria on Viber<ul><li>Reduce cart abandonment</li></ul>Consumers abandon their carts in anywhere between <a href="https://sleeknote.com/blog/cart-abandonment-statistics" target="_blank" rel="noopener noreferrer nofollow">70% and 90% of cases and reducing these numbers </a>might become a real struggle for business during the peak season of holiday shopping.&nbsp;Messaging apps can help businesses reduce cart abandonment during the holiday season by sending personalized, proactive reminders, greetings and discounts. In the case of Viber for Business solutions this can be done via <a href="https://www.forbusiness.viber.com/en/messaging-solutions/" target="_blank" rel="noopener noreferrer nofollow">Viber Business Messages or Viber Chatbots.</a>For example Comfy, a leading Ukrainian retailer, <a href="https://www.forbusiness.viber.com/ru/success-stories/story/comfy/" target="_blank" rel="noopener noreferrer nofollow">used Viber Business Messages to enhance its communication channels</a>, reducing the number of customers abandoning shopping carts. By combining an immediate reach, rich media and compelling CTAs – all linking to their website or targeted actions – they achieved a 10% higher turnover and 30% higher conversion rate than SMS.<ul><li>Update customers on their shipping details</li></ul>Customers want to know where their orders are and to have an opportunity to control delivery time, especially when waiting for the presents to arrive on time for the holidays. In one study, <a href="https://www.pwc.com/gx/en/industries/consumer-markets/consumer-insights-survey.html" target="_blank" rel="noopener noreferrer nofollow">41%</a> of consumers ranked fast and reliable delivery as one of their top considerations when shopping online. With business messages on messaging apps, you can alert customers when their order is ready and set a suitable time for the parcel to arrive, reducing customer frustration. A priceless holiday marketing idea for a busy shopping time. Just ask D Express, a technically forward-thinking express courier service based in Serbia. It <a href="https://www.forbusiness.viber.com/ru/success-stories/story/dexpress/" target="_blank" rel="noopener noreferrer nofollow">enlisted Viber to improve its mobile marketing strategy</a> and enhance its communication with its customers by letting them track their deliveries. Customers receive an automated and personalized message updating them on their delivery. They can then reply whenever it's convenient to a Viber business account directly for more information or redirect the shipment. Because there is no waiting for a call operator to answer, customer response times are vastly improved. Customers enter a PIN code for delivery validation, and in case of an unsuccessful delivery attempt they will receive a notification summarising their options. The results speak for themselves: 85% of D Express’ 300,000 monthly Business Messages were delivered first time – that’s 15% more compared to before they started using Viber. This helped D Express improve its service, boosting the customer experience and engendering trust and loyalty within its customer base.With the holiday season approaching, businesses should include mobile digital platforms in their marketing strategies to reach the peak of holiday revenue. By leveraging mobile marketing businesses can become closer to their customers through a more intimate communication channel and put customers only one click away from the purchase. <a href="https://www.forbusiness.viber.com/en/viber-for-business/" target="_blank" rel="noopener noreferrer nofollow">Viber for Business solutions</a> can help businesses simplify customer support and interactions, benefit customer experience and allow businesses to provide better services during the most intense shopping season.&nbsp;If you would like to learn more about Viber marketing throughout the year, do not hesitate to <a href="mailto:messaging@forbusiness.viber.com" target="_blank" rel="noopener noreferrer nofollow">contact us</a>.

6 tips for holiday season mobile marketing

Reach the full potential of the holiday season through mobile marketing 

Last week the Viber team hosted a webinar “Viber for Business: How to set up and supercharge your mobile marketing strategy” with our partners <a href="http://mymegamobile.com/" target="_blank" rel="noopener noreferrer nofollow">Megamobile</a> and <a href="https://www.infobip.com/?utm_source=google&amp;utm_medium=cpc&amp;utm_term=infobip&amp;utm_network=g&amp;utm_matchtype=e&amp;utm_campaign=act%20--%20gsn%20--%20lead%20generation-web%20--%20infobip%20--%20na%20--%20usa&amp;utm_adgroup=infobip%20--%20english%20--%20intent%20--%20infobip-brand-exact%20--%20na%20--%20usa&amp;gclid=Cj0KCQiAkZKNBhDiARIsAPsk0Wg7KW9UIwfWDGSE89vtKc7aWruON8no8k74PgZs8HJmtV_eNskDXBMaAkU1EALw_wcB" target="_blank" rel="noopener noreferrer nofollow">Infobip</a>.Our Senior Partnerships Account Director Noa Bar Shay, APAC Sales Manager Karla Banua and Business Development Manager Veronica Feleo were joined by <a href="http://mymegamobile.com/" target="_blank" rel="noopener noreferrer nofollow">Megamobile’s</a> Operations Director Brigette Tan Villarin, <a href="https://www.infobip.com/?utm_source=google&amp;utm_medium=cpc&amp;utm_term=infobip&amp;utm_network=g&amp;utm_matchtype=e&amp;utm_campaign=act%20--%20gsn%20--%20lead%20generation-web%20--%20infobip%20--%20na%20--%20usa&amp;utm_adgroup=infobip%20--%20english%20--%20intent%20--%20infobip-brand-exact%20--%20na%20--%20usa&amp;gclid=Cj0KCQiAkZKNBhDiARIsAPsk0Wg7KW9UIwfWDGSE89vtKc7aWruON8no8k74PgZs8HJmtV_eNskDXBMaAkU1EALw_wcB" target="_blank" rel="noopener noreferrer nofollow">Infobip’s</a> Senior Sales Manager Romulo Fresto Jr and <a href="https://www.cebupacificair.com/" target="_blank" rel="noopener noreferrer nofollow">Cebu Pacific Air’s</a> Optimization Manager Jose Edzel T. Del. Rosario V.&nbsp;Key topics covered included:<ul><li>Customer communication trends</li><li>How to achieve an outstanding customer experience with Viber for Business</li><li>Brand success stories</li><li>Creating connected customer experiences with Viber Business Messages</li><li>How Cebu Pacific are winning with Viber</li></ul>Watch the webinar recording below and be sure to <a href="https://b2b.viber.com/newsletter-opt-in">sign up to our newsletter</a> to receive future event updates.<figure class="media"><oembed url="https://www.youtube.com/watch?v=YsxUt8X6ynQ"></oembed></figure>

Viber for Business - How to set up and supercharge your mobile marketing strategy 

Get the low down from our Viber for Business APAC webinar 

Event recap: Viber for Business APAC webinar

<h2>Messenger marketing: turning conversations into conversions</h2>When it comes to gauging a business’ success, sales is no longer the key metric. Now <a href="https://www.gartner.com/en/marketing/insights/articles/key-findings-from-the-gartner-customer-experience-survey" target="_blank" rel="noopener noreferrer nofollow">more than two-thirds of companies</a> compete primarily based on customer experience. Why is that such an important measure? Because good customer experiences mean repeat business, which is the lifeblood of any brand.One key way to improve your company’s customer experience is through the use of messaging apps. These are convenient (customers already have them installed on their devices) and conversational (some of them - also for brands), and provide a direct, personal engagement between you and your customers. And it works. <a href="https://info.sopranodesign.com/the-power-of-mobile-communications" target="_blank" rel="noopener noreferrer nofollow">65% of customers</a> feel more positive towards brands that allow two-way messaging, while <a href="https://messagedesk.com/blog/text-messaging-statistics-facts-stats-insights/" target="_blank" rel="noopener noreferrer nofollow">three out of four consumers</a> get frustrated when they can’t respond after receiving an automated text message from a brand.So how do you use messenger marketing to create more engaging, rewarding conversations with your customers?<h3 style="text-align:justify;">Integrate Viber Business Messages with your CRM for personalized connection with your customers</h3>Technology has greatly streamlined the user experience, but often you wouldn’t know it. Too many times, customers are asked to re-introduce themselves to a brand again and again at multiple touchpoints, having to enter the same basic information (name, address, payment details) more times than is necessary. Customers hate it. Far better to enter it once and once only.&nbsp;The good news is this is possible, and desirable for customers. According to <a href="https://www.liveperson.com/blog/conversational-commerce-for-holidays-guide" target="_blank" rel="noopener noreferrer nofollow">LivePerson’s survey</a>, 64% of people approve of businesses using information they shared directly in messaging conversations to improve their customer experience.<a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Integrating Viber Business Messages </a>with your CRM or CDP will let you access your customer’s history, including name, interests, previous orders and delivery details. Which simplifies things immensely. For example, when a loyal customer buys again from the brand, they can just confirm their delivery details are the same as last time, rather than entering all that information again. Or when a client that has recently bought a household appliance at your store sends you an after sales query, you can not only address them by name but also immediately understand which appliance model they are referring to. In addition, if they then contact you a few days later with another question, they won't have to reintroduce themselves and the situation to another person. It rewards loyalty, rather than punishes it. And it creates a natural end-to-end user experience that’s more likely to generate repeat business.<h3>Respond to customers in real time</h3>Customers are done being kept on hold for hours. They want help. <a href="https://www.salesforce.com/au/blog/2019/06/state-of-the-connected-customer--engagement-trends-you-need-to-k" target="_blank" rel="noopener noreferrer nofollow">Now</a>. As such, they’re taking to social media and messaging apps for an instant response. And they expect their favorite brands to be there too, ready to help.Chatting to customers through a messenger means you can respond instantly to requests and increase your customer lifetime value (how much a customer is worth to a company over the term of their relationship). It also means a much better quality of service for the customer.For example, <a href="https://www.forbusiness.viber.com/en/blog/post/6-tips-for-holiday-season-mobile-marketing/">Viber Business Messages</a> lets brands provide a store-style concierge service through digital channels. You can help customers choose the right gifts, discuss booking details, help assemble furniture post-purchase and more. It’s the in-store experience brought straight to the home.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/01_Examples_of_conversations_with_real_agents_on_Viber_Business_Messages_f50344a986.png"><figcaption>Examples of conversations with real agents on Viber Business Messages</figcaption></figure><h4 style="text-align:justify;">Conversational Viber Business Messages – one tool for different use cases</h4>Real conversations between live agents and customers can cover many subjects, from managing order and delivery details, providing help choosing a product or making a booking, or managing loyalty programs. They can also promote products via personalised offerings, support the post-purchase experience, and more...<ul><li style="text-align:justify;">Help choose the right product</li></ul>Even frequent customers might need help choosing a product – maybe they want help picking a size without being able to try the garment on, or just want to know more about what a product’s features will mean for them. Viber Business Messages’ two-way conversations put shoppers in touch with real assistants to provide instant answers, whatever their query.<ul><li style="text-align:justify;">Manage order and delivery</li></ul>Customers don’t only want to know where their orders are, but also to be able to specify the delivery time and location, especially for time-sensitive orders like Christmas gifts. Business messages within messaging apps let you notify customers of their order status and adjust the delivery details (including booking a re-delivery), all from their phone. It makes a real difference to customer satisfaction levels. Want proof? Just ask Serbian company <a href="https://www.forbusiness.viber.com/ru/success-stories/story/dexpress/">D Express, which used Viber for Business</a> messaging solutions to deliver more messages first time and greatly boost its customer satisfaction levels.<ul><li style="text-align:justify;">Provide post-sales support</li></ul>The customer journey doesn’t end once they have made a purchase. In some ways, your job is just beginning, as you set about upgrading a one-time buyer into a loyal customer. How? By staying in touch using conversational messages and helping where needed.Say a customer has just bought a new juicer, and wants to know more about some of its features. Instead of calling customer services, they can just message the company through a messaging app to receive support, tips, tutorial videos and more. All at the touch of a button.<ul><li style="text-align:justify;">Collect customer feedback</li></ul>Real-time customer support through business messages provides instant (and valuable) feedback on how your company is performing and makes customers feel that their opinions are valued. Following up with customers will let you provide timely assistance if needed, and collect positive reviews for your brand’s website or social media channels. It’s win-win.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/02_Conversations_with_clients_via_Viber_Business_Messages_1_bc2bfac832.png"><figcaption>Conversations with clients via Viber Business Messages</figcaption></figure><h3 style="text-align:justify;">Viber Business Messages features to support smooth conversational flow</h3>To best support users and brand conversations Viber is constantly developing and rolling out new features.For example, <a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-feature-updates-may2021/">users can easily send photos, videos and different files</a> to brands. This can help with post-sales support like furniture assembly, doing away with the need for an in-person visit – especially valuable during these pandemic times.It works the other way too, enabling <a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-feature-updates-may2021/">file-sharing for brands</a> to send information like receipts, invoices, and booking confirmations. For example, a person making a hotel reservation can get their booking confirmation directly through a messaging app.<a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-feature-updates-july2021/">Users can pin important business messages</a> within a thread, or pin the whole conversation to the top of the main chat screen. That way they can get to what matters, fast. For instance, pinning your hotel booking will speed up the check-in process, while pinning a negative PCR test result will mean it’s always at hand to show at the airport.<a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-feature-updates-july2021/">Users can reply to specific messages</a> inside conversations with brands, so it’s clear which product the customer is referring to.&nbsp;There’s also an auto-reply feature that works like an out of office. That way, customers can seek support from another channel, and not feel like they’ve been ghosted.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/03_Different_Viber_for_Business_features_to_support_smooth_conversational_flow_1_dbd9be7939.png"><figcaption>Different Viber for Business features to support smooth conversational flow</figcaption></figure><h3 style="text-align:justify;">Why customers love conversational Viber Business Messages</h3><ul><li>They’re already on messaging apps, chatting with friends and colleagues. There are no new apps to install, no new programs to learn, and no more sign-up details to submit.</li><li>It’s one-on-one, conversational, and always customer-centric (like phone or email, but without the hold music or spam).</li><li>It’s convenient, letting customers start and pick up conversations when it suits them. And there’s no need to repeat information just because a new agent has taken over the chat.</li><li>It builds customer confidence that the brand cares about them and wants to improve their customer experience.</li></ul><a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber Business Messages</a> is your ticket to an upgraded customer care experience. Not only does it let businesses help customers through a convenient communication channel, it creates real conversations and meaningful relationships that strengthen the bond between customer and brand. This is bolstered by <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber Chatbots</a>, which offer 24/7 customer support, and provide an affordable and efficient way to answer frequently asked questions, regardless of the volume, time of day or language. And if the query is more complex, it can be escalated to agents through the Business Messages channel, ensuring the customer is always cared for. Look after them, and they will look after your business.Do not hesitate to <a href="mailto:messaging@forbusiness.viber.com">contact us</a> if you want to learn more about messaging solutions that Viber for Business has to offer.&nbsp;

How to create effective customer conversations with Viber Business Messages

Discover how to engage customers in conversations using Viber Business Messages

<h2>Viber for Business presents new features and key updates for better brand and user conversations in 2022</h2>Viber continues to improve Business Messaging solutions, enabling brands to send video to users and users to easily copy codes, emails and links within Viber Business Messages.Rakuten Viber, a global leader in messaging communication, continues creating opportunities to enhance the level of communication between brands and users with an option for brands to send video to users and possibility for users to copy codes, links and contact information with one tap within Business Messages.&nbsp;Following this release, brands will be able to send video to users from their <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Viber business account</a>. The feature will work for videos in 3gp, m4v, mov and mp4 formats with a maximum size of 200MB. Users will be able to reply to and pin a video message just like any regular Business Message. Messages from brands to users can be of different types:&nbsp;<ul><li>video only</li><li>video and text</li><li>video, text and CTA button</li></ul>The new feature will allow brands to send even more engaging, creative and useful content, utilising video to showcase new products, explain product characteristics, provide instructions and more. For example, a cosmetic brand can share a video with detailed review of new products recently bought by a user and explain how to combine it with other products purchased. The feature will be progressively released in the second half of December.Additionally, to further simplify users' interactions with brands, Viber now allows them to copy codes, phone numbers, emails and links within Business Messages. The feature works for numbers of 4 digits and longer. A long tap on the number will copy it and display a toast message with "Number copied". This is especially convenient for one-time passwords, promo codes, delivery tracking IDs, etc.&nbsp;With a short tap on a link, an email or a long number that can be dialed or messaged (usually above 7 digits) users will see a menu with different options: call, message, add to contact, etc. or are redirected to a website or email box. The feature is already available on Android, iOS and Desktop.These updates enrich the Viber business features suite that is designed to improve brand communication with customers, something which may be particularly useful on the eve of the holiday season when sales are skyrocketing and services are reaching the peak of demand.&nbsp;The desire to make the process of brand to user interaction convenient and create conditions similar to communications with a friend or loved one drives the constant development of Viber’s suite of features.&nbsp;Here are the key Viber business features for 2022, created to enhance communication between brands and their customers via better customer support, after sales care, convenient management of important information and more:<ul><li>A two-way <a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-feature-updates-may2021/">file-sharing option that allows brands</a> to send important information and different types of files (warranties, invoices, catalogs, booking confirmations, certificates). Users can exchange files with brands (ID copies, different documents, etc.) .</li><li><a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-feature-updates-may2021/">Users can easily send photos and videos </a>to brands. For example, a customer buying a new table in a shop and having an issue with assembly can receive aftersales support directly via Viber by sending video to a chat with a brand.</li><li>Viber <a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-feature-updates-july2021/">lets users pin important Business Messages</a> within a thread or to pin the full conversation on top of the main chat screen, for example, booking confirmations or PCR test results from a lab to quickly find and show while traveling.</li><li><a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-feature-updates-july2021/">Users can reply to specific messages</a> within Viber Business Messages, making it easier for conversations to cover specific topics in a clear way.</li><li>If a brand cannot provide responses straight away, the new <a href="https://www.forbusiness.viber.com/en/blog/">auto-reply feature</a> works like an out-of-office, which very soon will be also customizable by brands according to their preferences.</li></ul><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Key_Viber_for_Business_Features_Infrographic_2021_ac363d9613.png"></figure>Do not hesitate to <a href="mailto:messaging@forbusiness.viber.com">contact us</a> if you want to learn more about messaging solutions that Viber for Business has to offer.

New Viber business features to help brands succeed in 2022

Brands can send videos and users can copy code, emails and links within Viber Business Messages


In today's digital age, mobile devices are increasingly becoming the hub of people's lives, where we access the internet, shop, and consume media. The world is no longer sitting in front of their computers to search for information. Instead, we are accessing websites, opening apps and posting to social media using our mobile phones. As a result, it's important for businesses to be present on multiple platforms, including mobile devices.&nbsp;With the rise of smartphones, tablets, and wearable technology, businesses are able to offer a more personalized experience to their customers. Companies can have a more authentic, one-on-one &nbsp;conversation with customers, create loyalty and boost brand recognition. Mobile messaging is an excellent way to reach your customers and prospects with relevant and timely information. &nbsp;Developing a strategy to reach your audience is key for any marketer. &nbsp;Viber has been a leader in mobile messaging for over 10 years with users in 190 countries. Over 5,000 businesses trust Viber to communicate with their customers, including <a href="https://www.forbusiness.viber.com/en/success-stories/story/coca-cola/">Coca-Cola</a>, <a href="https://www.forbusiness.viber.com/en/success-stories/story/raiffeisen-bank/">Raiffeisen Bank</a>, and <a href="https://www.forbusiness.viber.com/en/success-stories/story/fc-barcelona/">FC Barcelona</a>. Viber offers a variety of business messaging tools and solutions for personalized, one-to-one customer engagement at scale. We know a &nbsp;thing or two about what works and what doesn’t in messaging, and are happy to share some recommendations with you.&nbsp;<h2 style="text-align:justify;">Viber's top 10 tips for mobile messaging</h2>Mobile messaging can be an easy, personalized, and fun way to communicate, but it can also be misused. Discover how to make mass messaging work better for your clients and business.&nbsp;<h3 style="text-align:justify;">DO</h3><ul><li style="text-align:justify;">&nbsp;Start a conversation, simply sending a message isn’t enough&nbsp;</li></ul>Conversational language is key to getting your voice heard in the messaging space. Use a conversational tone that is natural and engaging. Be personal, be thoughtful. You’re competing for customer’s attention against all the other messages they’re getting. <a href="https://messagedesk.com/blog/text-messaging-statistics-facts-stats-insights/" target="_blank" rel="noopener noreferrer nofollow">Studies</a> show that people engage more with brands when they feel that brands understand them after a conversation.&nbsp;For instance, <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">Viber’s Business Messages two-way conversation</a> feature lets real assistants guide shoppers’ gift choices, consult on size or product characteristics, provide support and help in product assembly or installation.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/01_Examples_of_conversations_with_real_agents_on_Viber_Business_Messages_a46d6bb96f.png"><figcaption>Examples of conversations with real agents on Viber Business Messages</figcaption></figure><ul><li style="text-align:justify;">Segment your audience and send targeted messages&nbsp;</li></ul>Understanding the context of your customers’ journey, their current state of mind and emotions, and matching it to the right message and tone for the time and place can be a powerful tool. Choose the most relevant and personalized messages for your audience, or else you'll overwhelm them. Know your audience and what they want.&nbsp;You can integrate <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber Business Messages</a> with your CRM or CDP to save and analyse your customer’s history and their behavior to send highly targeted, personalized and useful offerings, at scale.&nbsp;<ul><li style="text-align:justify;">&nbsp;Keep it simple&nbsp;</li></ul>Consider the context of the mobile platform. Short and to-the-point works best.<ul><li style="text-align:justify;">Ask for feedback&nbsp;</li></ul>Let your customers know you value their opinion. Respond to their questions and comments and show that you care. Additionally, you can collect reviews and use it on your website or to promote your brand in social media.&nbsp;<ul><li style="text-align:justify;">&nbsp;Use the power of creativity&nbsp;</li></ul>Use visuals to illustrate your message. Use emoticons to express yourself. Don’t be afraid to be creative. Most people enjoy humor, and it can increase click-through rates. Thanks to Viber Business Messages rich capabilities (visuals, videos, CTAs, links, etc.),&nbsp; you can even include gamification elements in your messaging –&nbsp;create a fun and interactive quiz and offer customers to solve it in order to receive a discount.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Different_types_of_Viber_Business_Messages_85a26f3dfe_95b2f59621_2b69c0895a.png"><figcaption>The different types of Viber Business Messages</figcaption></figure><h3 style="text-align:justify;">DON’T</h3><ul><li style="text-align:justify;">Don't use bulk messaging to send your customers annoying, non-personal messages&nbsp;</li></ul>You'll just irritate them. This will lead to people unsubscribing. Your customers are people, not ad impressions – they are eager to buy your product after they have had a positive experience with it.&nbsp;&nbsp;<ul><li style="text-align:justify;">Don’t send messages that don’t interest your customers&nbsp;</li></ul>Keep your marketing in context with your audience. Create a unique, personalized experience for your customers. When audience is engaged, not only are they loyal, but they will also share your business’ content with their friends. It’s <a href="https://www.invespcro.com/blog/customer-acquisition-retention/" target="_blank" rel="noopener noreferrer nofollow">five times more expensive to attract a new customer</a> than it is to retain an existing one, so it is important to create a great customer experience for your loyal customer base.&nbsp;<ul><li style="text-align:justify;">Don’t use all caps in your message&nbsp;</li></ul>All caps is considered shouting and can be distracting for your audience.&nbsp;<ul><li style="text-align:justify;">Don’t send mobile messages to people who have not opted-in to receive your messages</li></ul>It is an invasion of their privacy. They may not want to communicate with you. On Viber, a brand can get a verified <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Viber business account </a>and send official business messages to its existing opted-in client base only if it accepts user privacy rules. This way we make sure that brands send – and users receive – relevant messages.<ul><li style="text-align:justify;">Don't misrepresent your product&nbsp;</li></ul>When customers learn the truth, they will be disappointed, and you will lose their trust.&nbsp;<h3 style="text-align:justify;">Conversational messaging&nbsp;</h3><a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">Conversational messaging</a> is the latest trend in the mobile marketing world. Marketers are beginning to realize the potential of connecting with their consumers through one-to-one conversations. Not only is it an informal way to engage, it conveys personality and "realness" of business. The benefits? You strengthen customer relationships, provide consumers with the opportunity to communicate with the company in a personal way, and also increase customer satisfaction.&nbsp;&nbsp;Conversational messages are usually short, not intrusive, and are not bothersome to the person being messaged. Make your messaging consistent, relevant, personal, and engaging – it’s a big change from the traditional “one-way” method of communication. Conversational messaging is more engaging than typical industry-standard bulk messaging.&nbsp;<h3 style="text-align:justify;">Latest trends in mobile marketing&nbsp;</h3>In a mobile-dominated world, it’s essential to think about how to communicate with your audience and to stay up to date with the latest technology trends. Business messaging is one of the latest and most effective ways to connect with customers and promote your brand. It allows businesses to send personalized, highly targeted messages directly to customers’ mobile devices. This type of marketing is growing in popularity because it is so effective in reaching customers. Brands should no longer ask “How to send bulk messages?” – they have to think of making their messages relevant and valuable for customers.Another <a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-vs-sms/">advantage of business messaging solutions</a> is that it is very cost effective. You can reach a large number of people for a fraction of the cost comparing to other forms of marketing. In addition, you don’t need a large budget to get started. You can start with a small budget and grow your campaign as you see fit. If you’re looking for an effective and affordable way to connect with customers, mobile messaging is a great option.&nbsp;We hope this article has helped you understand the do's and don'ts of mass mobile messaging. There are many options and features to explore and we encourage you to spend some time exploring <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages </a>and other <a href="https://www.forbusiness.viber.com/en/viber-for-business/">Viber for Business solutions</a> on our official website. Questions? <a href="mailto:messaging@forbusiness.viber.com">Reach out to us </a>and we will guide you through our products.

The Do's and Don'ts of Mass Messenger Marketing

Learn how to send Viber Business Messages that truly engage your audience

With St. Valentine’s Day just around the corner, we put together a list of 10 tips to help you create an effective seasonal ad campaign. These rules work for all marketing campaigns in 2022 but are especially true for <a href="https://www.forbusiness.viber.com/en/blog/post/mobile-marketing-strategy-101/">mobile and messaging advertising</a>.1. Keep it simple.When it comes to creating an effective seasonal ad, simplicity is key. You want your ad to be easy to understand and quickly grab people’s attention. Use strong visuals and a clear message to get your point across.2. Make it personal.People are more likely to respond to ads that feel personal. Make sure to target your campaign to specific demographics and tailor your messaging to resonate with your audience.&nbsp;3. Use festive visuals.&nbsp;Including festive visuals in your ad is a great way to evoke a positive emotional response from viewers. People are already in a festive mood around the holidays, so take advantage of this by using holiday-themed content in your ads. This will help to create a more festive atmosphere and make your ad more memorable.4. Think outside the box.Don’t be afraid to get creative. Try using unique or unexpected visuals to really capture people’s attention and get through the noise. This will help your ad stand out from the competition.5. Keep it fresh.It’s important to keep your seasonal ad campaign fresh throughout the season, so create multiple variations of the creative. This will help keep people engaged and interested in your brand.6. Make it relevant.It’s important that your seasonal ad is relevant to your target audience. This means tailoring your content and visuals to appeal not just to the specific demographics you’re trying to reach, but also to their interests. In our data-first world, it should be easy to create relevant content. If you have a CDP or a CRM, you can use audience insights to determine what creative works best for each of the audience segments.7. Appeal to emotions.People make decisions based on emotions, not logic. When you’re creating your ad campaign, think about what emotions you want to evoke in your audience. Do you want them to feel excited, nostalgic, loved, or happy? Once you know what emotions you want to target, you can craft your ad campaign.8. Have a call to action.Your ad should always have a clear call to action. This could be anything from visiting your website to making a purchase to calling your business. Without a clear call to action, your ad is less likely to be effective.9. Make it shareable.One of the best ways to make sure your ad campaign is successful is to make it shareable. This means designing ads that are eye-catching and interesting enough to catch people’s attention and make them want to share them with their friends. You can also encourage people to share your ads by offering special discounts or incentives for doing so.10. Test, test, test!As with all marketing campaigns, it is important to test different variations of your ad before launching it. This will help you to determine which version is most effective. You can test different copy, images, and even target audience segments.&nbsp;How do we know this? At Viber, we work with thousands of businesses from around the world, and they chose our platform to build one-to-one connections with their customers through Viber. Our messaging app is loved by hundreds of millions of users for its simplicity and convenience. In addition to features like messaging and calling, Viber offers a wide range of stickers, lenses, games, and other fun content to keep people entertained. Additionally, Viber is one of the most secure messaging apps on the market, providing end-to-end encryption for private and group users’ chats. All of this makes Viber a great way to reach out to your customers and keep them engaged with your brand.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Screenshot_2022_01_28_at_15_13_36_57c6eaf38a.png"></figure>There are multiple ways for businesses to connect with customers through <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Viber ads, stickers</a>, <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber messaging solutions</a>, and other content directly on your customers’ phones, creating a continuous conversation with them and keeping them interested in your brand.With Viber, you can easily deliver targeted messages right to your customers’ phones. Some benefits of using Viber for seasonal ad campaigns include:&nbsp;<ul><li>Reach: Businesses can reach a large and diverse audience.&nbsp;</li><li>Engagement: Viber users are highly engaged, there are 3M active users every 60 second, exchanging 1.2M pictures, 250K stickers and 300K “likes”.</li><li>Cost-effectiveness: Viber is a low-cost option for businesses looking to reach a large audience.</li><li>Personalized messages: Businesses can send highly personalized ads to their target audience, increasing the likelihood of conversion.</li><li>Targeting: businesses can target their audience by location, age, gender, and interests.</li><li>Conversions: Viber allows for high levels of engagement with users, which can result in more leads and conversions.</li><li>Real-time interaction: Viber ads are seen within minutes, making it an ideal channel for time-sensitive campaigns.</li></ul>Learn more about &nbsp;<a href="https://www.forbusiness.viber.com/en/viber-for-business/">Viber For Business </a>products and solutions that allow brands to stay connected with their customers at every step of the customer journey, and this is especially important during holidays.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Screenshot_2022_01_28_at_15_18_07_9bf1db9689.png"></figure>Happy St.Valentines from all of us at Rakuten Viber! Start sending love to your customers today and let us help you deliver it in the most personal way possible. From stickers to ads, we have <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">all the tools</a> you need to make your customers feel loved this holiday.&nbsp;

10 tips for creating a successful seasonal ad campaign

Learn how to create successful mobile and messaging driven ad campaigns

A recently released <a href="https://hootsuite.widen.net/s/nx7kvjjjr6" target="_blank" rel="noopener noreferrer nofollow">Digital 2022</a> report includes impressive new numbers: 92.1% of all people access the internet via their phones, while only 71.2% on laptops or desktops, and 28.2% on tablets. The average time a user spends on a mobile device is 4 hours 48 minutes daily. With everyone on mobile today, reaching customers through this channel is more critical than ever.At Viber, we connect people all over the world, providing free and secure calls and messages. Rakuten Viber operates in over 190 countries. Our numbers echo the scale and depth of the mobile reach described in the Digital 2022 report: every single minute there are 3 million active Viber users who send 3,9 million messages, share 1,2 million pictures and make 375 thousand calls..&nbsp;Calls and messages are the core of Viber, but there is so much more. Stickers, group chats, and innovative Viber Lenses are just some of the rich, engaging features that people love.&nbsp;<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Users_Statistics_2021_9cfa598022.png"></figure>With this level of engagement, it’s no wonder why businesses choose Viber to connect with their customers. A secure, reliable, and easy-to-use app with a wide range of features, Viber is the communication tool businesses need to succeed. Available on smartphones, tablets, and desktop computers, it is a multi-platform app that users can access from anywhere, anytime, allowing companies to ensure their message is getting through.<h2>Viber for Business</h2>Viber offers a suite of messaging and advertising solutions aimed at helping businesses at different stages of the customer journey.<ul><li><a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber Messaging Solutions</a> (including <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a> and Viber Chatbots)</li><li><a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Viber Advertising Solutions</a> (including Viber Ads, Viber Stickers and Viber Lenses)</li></ul>This is a series of articles, each dedicated to the benefits businesses can get from using one of the Viber for Business products and solutions. This blog will focus on the benefits of using Viber Business Messages.<h2>What are Viber Business Messages?</h2><a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a> are transactional, promotional, and conversational messages sent by companies directly to their database of customers.&nbsp;Not only can these messages be sent in a single thread, but customers can reply, so businesses engage in a conversation. This type of connection with the customer is key to building loyalty and trust. One-to-one communication leads to a better understanding of customer needs and preferences. This, in turn, can help companies improve their products and services, and increase sales.&nbsp;Some examples of transactional messages include order tracking notifications, purchase receipts, account activation messages. Promotional messages are specials and deals, updates, new product launches, and more. This communication works great for re-engaging inactive customers, too. Conversational messages are designed for customer service queries, collecting feedback, and communicating about any subject you or the customer would like to discuss.<h2>What are the core benefits of one-to-one, personalized messages?</h2>Your customer opted in for this type of notification, so you know they do want to hear from you, the brand.&nbsp;<h3>Single channel for all types of messages</h3>Send transactional, promotional, and conversational messages in one channel, making it easy for you and convenient for the customer. They can easily search for messages and pin the ones they need to the top of the chat screen.<h3>Two-way communication</h3>A marketer’s dream comes true – creating an emotional connection, building loyalty, and turning one-time buyers into life-long customers through a dialogue with a customer. Studies show that customers who feel a personal connection to a brand are more likely to be loyal, make additional purchases, and recommend the company to others. Mobile messaging is one of a few channels that allows the building of that type of two-way communication. Customers can reply to your messages instantly, meaning you can get feedback quickly and respond immediately.&nbsp;<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Conversations_with_clients_via_Viber_Business_Messages_ef90ac05e6.png"><figcaption>Conversations with clients via Viber Business Messages</figcaption></figure><h3 style="text-align:justify;">Verified official business account</h3>When businesses set up an official account with Viber, they get a “blue tick” – the sign of brand authenticity. It is a significant differentiator on the platform and assures users that they are communicating with a verified business. Include the logo, description, address and additional contact information for your business on your Viber business profile to make it easy for customers to find out more. Trust is important. It's what allows us to form relationships, make decisions, and feel secure in the world around us. When it comes to brands, trust is essential for establishing positive relationships with customers and clients.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Official_Viber_business_account_d91d10705c.png"><figcaption>Official Viber business account</figcaption></figure><h3>Interactive conversations enhanced with new features</h3>With Viber Business Messages, you don’t need to limit what you send to just a short text. Brands can include up to 1,000 characters, images, videos, files, and even URLs with a CTA button. Customers can also send you files, photos or videos. This type of exchange can create a more interactive and engaging conversation, and for businesses, it can provide a more detailed view of what the customer is looking for.&nbsp;<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Interactive_conversations_via_Viber_Business_Messages_4caac8b24a.png"><figcaption>Interactive conversations via Viber Business Messages</figcaption></figure><h3>Pay only for what’s been delivered</h3>Viber Business Messages are priced per message delivered, not per recipient. This means you’ll only be charged for messages that are actually delivered to a customer, not for messages that are sent. You will learn about many available features when you open your <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Viber Business account</a>. One of such features is TTL (Time To Live), which helps companies set the time it takes for messages to be delivered to their recipients. Thus, businesses won’t have to pay for unread messages which haven't reached a customer in a limited time frame.<h3>Analytics for marketing campaigns</h3>Real-time data will help you to view the performance of your business campaigns which will allow brands to discover how customers interact with their content (e.g. to see how many people have opened and read their messages). Brands can use this data to decide on audience segmentation strategy, personalize creative content and measure the effectiveness of their mobile marketing campaigns.<h3>Get maximum out of your first-party data</h3>Integrate Viber Business Messages with your CRM or CDP system to get the most out of your customer interactions. With Viber, you can connect with your customers on a deeper level and keep track of all your essential data in one place. Segment your customers into different groups, track interactions and preferences, use different content for different customer types, and more. Through Viber, brands can send messages that are tailored to each customer. This means that customers feel like they’re being heard and that the brand is interested in their needs, building trust and loyalty, which are essential for any company.<h3>Viber security</h3>Viber offers end-to-end encryption for private and group user chats, and encryption in transit for business messages. The messages are not stored on Viber’s servers; connections are secure and are HTTPS only. This makes Viber a great choice for both users and brand communications. <a href="https://www.forbusiness.viber.com/en/blog/post/how-brands-can-find-the-most-secure-messaging-app-for-business-use/">Learn more about the encryption and security of Viber Business Messages</a>.<h2>Why use Viber Business Messages?</h2>Simply put, Viber Business Messages allows companies to send notifications and updates directly to their customers, engaging in a personalized conversation between a brand and a customer. It is a great way to keep your audience informed and up-to-date on what's going on with your business while strengthening the brand-customer relationship while encouraging repeat business. The results? Improved customer service, increased customer engagement, and more sales.If you're interested in using Viber Business Messages for your company, be sure to check out our <a href="https://www.forbusiness.viber.com/en/business-messages/">website</a> for more information.

Top Benefits of Viber Business Messages

Discover advantages and start benefiting from Viber Business Messages

Viber Chatbots messaging solution available globally as part of Infobip’s Cloud Contact Center and smart virtual assistant offerings.Global cloud communications company, Infobip has integrated&nbsp;Viber Chatbots messaging solution into its SaaS-based CPaaS offering comprising Infobip’s digital-first cloud contact center ‘Conversations’, and ‘Answers’, its smart virtual assistant. Viber, one of the most popular messaging platforms in the world, developed the bot to strengthen customer care for businesses.&nbsp;Viber Chatbots are used for a two-way chat over Viber and are session-based communication, meaning businesses are always there for customers with round-the-clock availability, streamlined communication, and an intuitive CX. Viber Chatbots offers end-users easy and fast communication with businesses in a more dynamic way using customizable keyboard options and rich media messaging. Verified Chatbots are searchable as channels in the Viber app which is very convenient for end-users.Using the full power of Viber Chatbots, businesses can provide services that range from banking to retail and media services direct-to-customers. End users can converse in real time with organisations to receive services and support for things like account setup, bank balances, and purchase receipts in a timely and convenient manner on their preferred channel.&nbsp;&nbsp;Etienne Dupont, Senior Director of Business Messaging Solutions at <a href="https://www.forbusiness.viber.com/en/">Rakuten Viber</a>, comments: “Our successful 6-year <a href="https://www.infobip.com/viber-business">partnership with Infobip</a> is based on providing the most seamless and conversational digital experience possible. The popularity of Viber in 190 countries informed the decision to add this functionality and offer it through the Infobip platform. We look forward to bringing even better&nbsp;customer experiences to Viber users.”Businesses can also use Viber Chatbots to engage and address customers with permissioned non-transactional messaging such as special offer alerts.Kreso Zmak, VP Product at Infobip said: “Integrating this messaging feature into the customer journey allows brands to improve relationships with their customers as well as showcase new products or services. Viber Chatbots in Conversations/Answers aims to&nbsp;help businesses reach and extend the conversation to&nbsp;new and existing customers alike, customize the user keyboard and use rich media to&nbsp;offer a&nbsp;dynamic and immersive messaging experience, as well as use automation to&nbsp;qualify and convert the target audience into paid customers. We’re really honored at Infobip to have Viber Chatbots now part of our offering.”&nbsp;***About ViberViber is a global leader in cross-platform messaging and voice-based communication that connects people – no matter who they are, or where they’re from. With a free and secure connection, users all over the world communicate with their loved ones through high-quality audio and video calls, messaging, and much more.For businesses, Viber offers messaging solutions (chatbots, business messages), branded stickers and display ads. All these tools help businesses to reach their customers at each stage of the customer journey: attract, interact, transact and stay in contact.&nbsp;All private Viber calls and chats are protected by built-in end-to-end encryption, and Viber Business Messages have encryption in transit, so users and brands can be sure that their conversations are always secure.About Infobip &nbsp;Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact center solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty.  &nbsp;With over a decade of industry experience, Infobip has expanded to 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. In the past 12 months alone, over 5 billion people have used Infobip solutions and services. Infobip was established in 2006 and is led by its co-founders, CEO Silvio&nbsp;Kutić, Roberto&nbsp;Kutić&nbsp;and Izabel Jelenić. &nbsp;  Recent accolades&nbsp;include: &nbsp;<ul><li>Infobip Recognised as The Established Leader in Juniper’s Competitor Leaderboard for CPaaS, 2021</li><li>Infobip ranked leading service provider in the mobile messaging space by Juniper Research in its new Competitor Leaderboard, 2021</li><li>Infobip named a Leader in&nbsp;the IDC&nbsp;MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021).</li><li>Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report 2021</li><li>Best&nbsp;CPaaS&nbsp;Provider of the Year, Best RCS Provider of the Year, and Mover &amp; Shaker in Telco Innovation at the 2021 Juniper Digital Awards</li></ul>

Infobip integrates Viber Chatbots to a platform offering

Viber Chatbots are available as part of Infobip’s Cloud Contact Center and smart virtual assistant

Connecting people has always been at the heart of Viber. We believe in the power of conversation to bring people together, to connect people freely and securely. We’re focused on creating a messaging experience that’s fun, easy to use, and always on. So whether our users are catching up with friends, sharing a funny meme, or just want to say “Hi,” Viber is the go-to app for them.&nbsp;Only during the last year,&nbsp;people spent 3 billion hours in calls,&nbsp;sent 500 billion messages, and made 36 billion calls on Viber. Thanks to this growing audience reach and engagement, 8,500 brands worldwide rely on Viber Messaging solutions to communicate with their customers in more than 190 countries. We are constantly in touch with our business customers and messaging partners to get their feedback and continue developing new features and services that will make our messaging solutions even more valuable and user-friendly.One of the learnings that we have been hearing about more often recently, especially since the start of the pandemic, is personalization.&nbsp;When it comes to marketing in 2022, personalization is vital. A one-size-fits-all approach just doesn’t cut it anymore. Consumers are savvier than ever, and they can see through generic marketing messages. But when you target them with messages specifically tailored to their interests and needs, they’re much more likely to respond. That’s because personalization creates a connection with the consumer, and it makes them feel like you’re speaking directly to them. And that’s what it takes to create real connections with your audience.<a href="https://www.forbusiness.viber.com/en/success-stories/story/comfy/">Discover how a multichannel retailer of household appliances Comfy reduced the number of users abandoning shopping carts on their platform with Viber Business Messages</a>.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Personalised_Viber_Business_Messages_01_69d34480a3.png"><figcaption>Personalized Viber Business Messages</figcaption></figure><h2>Privacy vs. Personalization</h2>What sets Viber apart is our commitment to security. We use end-to-end encryption to make sure all users conversations are private and protected. And we never store any of our users’ data on our servers.How can Viber deliver personalized communication if it doesn't store any data? Viber is a channel that helps brands deliver personalized messages, but the content and creative of this communication are decided by a brand, not by Viber.&nbsp;<h2>How can brands create personalized experiences?</h2>People crave personalization. And today, brands have more ways than ever to personalize their messages to customers. With so many options, it can be hard to know where to start. A CRM or CDP can help brands create personalized messages that resonate with customers.&nbsp;But first, any personalized communication needs to start from customer consent to receive such. Once a business has obtained that consent, the data collected about those customers can be used to create more relevant and personalized content. For example, you could use a CDP to determine a customer’s purchase history and then send them a message about a related product, or you could use their location history to let them know about a sale or event happening near them.&nbsp;<h2>What is the difference between a CRM and a CDP?</h2>CRMs and CDPs are both essential tools for managing customer data, but they serve different purposes.&nbsp;A CRM is a customer relationship management tool that helps businesses organize and manage customer data and interactions across different channels.&nbsp;A CDP is a customer data platform that helps businesses collect, organize, and activate customer data for marketing purposes.&nbsp;A CRM is an excellent tool for managing customer data and interactions across different channels, but it doesn’t do a great job activating that data for marketing purposes. A CDP is a great tool for activating customer data for marketing purposes, but it doesn’t do a great job of managing customer data and interactions across different channels.&nbsp;<h2>What are the benefits of using personalized messages to engage with customers?</h2>Here are four reasons why personalized messages improve business customer engagement and increase sales:&nbsp;1. Personalized messages create a connection.&nbsp;When customers feel like you’ve taken the time to get to know them and understand their unique needs, they’re more likely to feel a connection with your brand. And the more connected customers feel, the more likely they are to return to your business and recommend you to others.&nbsp;2. Personalized messages show that you care.&nbsp;In a world where it seems like everyone is too busy to pay attention, it’s refreshing for customers to receive a message that shows they’re cared for. Personalized messages demonstrate that you’re paying attention to what they want and need, and that you’re interested in building a relationship with them.&nbsp;3. Personalized messages increase conversions.&nbsp;According to studies, personalized messages can increase conversions by as much as 20%. When customers feel like you’re taking the time to understand their needs and wants, they’re more likely to trust your recommendations and be willing to invest in your products or services.&nbsp;4. Personalized messages create loyalty.&nbsp;Loyal customers are key to the success of any business. And one of the best ways to create loyalty is through personalized messages. When customers feel like you’re paying attention to them and that you truly care about their satisfaction, they’re more likely to stick with you long-term.&nbsp;So if you’re looking for a way to improve customer engagement and increase sales, personalized messages are a great way to start. By taking the time to get to know your customers and understand their needs, you can create a connection with them that will lead to increased conversions and loyalty.<h2>How to use Viber Messaging Solutions for personalized communication</h2>By connecting CRM or CDP to a messaging platform, and by leveraging Viber for Business API, you can send targeted and personalized messages to your customers on Viber. This will help to build closer relationships with your customers, leading to better engagement and increased sales. You can also use Viber for Business API to automate your marketing workflows. For example, you can use it to send automated messages to customers who have abandoned their carts, or to send targeted promotions to customers who have a high likelihood of buying.&nbsp;Viber offers brands a suite of messaging solutions tailored to the business's specific needs.Depending on your type of business, you can use any or all types of Viber messaging solutions to personalize your communication with customers. Here are a few links to get you started:<ul><li><a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a></li><li><a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber Messaging Solutions</a></li><li><a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">How To Open a Viber Business Account</a></li><li><a href="https://www.forbusiness.viber.com/en/success-stories/">Case Studies</a></li></ul>There are many reasons why brands should be present on Viber. First and foremost, Viber is a widely used platform, with users in 190+ countries. This provides brands with a large audience to reach and connect with in a unique way. Brands can send transactional, promotional, and conversational messages and engage in one-on-one chats with their customers. This gives businesses the ability to build closer relationships with their customers, fostering loyalty and customer retention.&nbsp;With an innovative <a href="https://www.forbusiness.viber.com/en/viber-for-business/">suite of marketing tools </a>and a large user base, Viber is a powerful platform for brands to connect with their customers. Do not hesitate to <a href="mailto:messaging@forbusiness.viber.com">reach out to us</a>, if you want to learn more about our Business Messaging Solutions.

How to improve your customer engagement and increase sales with personalized messages

Discover how to create personalized experiences for your clients with Viber Business Messages

On January 26, 2022, GSMA and Rakuten Viber hosted a webinar about business messaging for brands. The event featured Limor Bailey, Partnerships Account Director at Rakuten Viber, and Fredrik Nyman, Chief Commercial Officer at <a href="https://linkmobility.com">LINK Mobility</a>, one of Europe's leading CPaaS providers. The discussion was moderated by Zehra Chudry, Director of Events Marketing at GSMA. The webinar focused on the challenges and trends of business messaging and how brands can use this type of communication to improve their mobile marketing strategies. This is Part 1 of our recap of this webinar. Use <a href="https://www.youtube.com/watch?v=b8ryj4YYNgU">this link</a> to watch the full webinar.<figure class="media"><oembed url="https://youtu.be/b8ryj4YYNgU"></oembed></figure>A new era for brand communicationThe pandemic has changed the way people interact with brands: the ethics people expect of companies, the preferred tone of voice, and, of course—how and through which channels customers choose to engage with brands.&nbsp;The pandemic's challenges have not been distributed equally, either: LINK Mobility saw a negative impact on air travel, brick-and-mortar retail, and hospitality; however, some industries boomed, such as vaccination, government traffic, and e-commerce, to name a few.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Event_recap_Business_messaging_for_brands_challenges_and_trends_5bf997499b.png"></figure>Fredrik Nyman talked about other trends they'd observed over this period at LINK Mobility:&nbsp;<ul><li>A strong shift towards digital transformation: brands are moving to improve their engagement with customers by personalizing the customer journey and fine-tuning their communications.</li><li>Relevance is key: customer conversations have become critical to ensuring engagement and a close connection that drives value for both the end-user and the brand.</li><li>Brand loyalty increases when communication is personalized and happens through the customer's preferred channels.</li><li>Retail encourages footfall back in stores by creating trust and communicating key information through (customer’s preferred) messengers, such as <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber</a>.</li></ul>"The shift from in-person to digital communication has arrived with even higher customer expectations," Mr. Nyman summarized, "and we're in the middle of a megatrend that will persist regardless of the pandemic."&nbsp;&nbsp;Viber's observations confirmed these trends. In 2020, instant messaging boomed even more than in recent years as people were forced to turn to digital means of staying in touch with friends, family, and colleagues. This spurred most brands to accelerate the implementation of business messaging into their communication strategy, while those yet to dip their toe into the messaging apps space—had to dive right in.&nbsp;Messaging apps are very popular among users—based on a recently released <a href="https://hootsuite.widen.net/s/nx7kvjjjr6" target="_blank" rel="noopener noreferrer nofollow">Digital 2022</a> report they have already overtaken social media platforms in the percentage of internet users.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Event_recap_Business_messaging_for_brands_challenges_and_trends_2_63c2c68ffc.png"></figure>The message, Limor and Fredrik agree, is clear: brands need to engage customers in real conversations that bring value. Those who do—experience substantial growth, whereas those who ignore the trend will struggle to succeed in the long run.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Real talk: how to engage customers in a two-way conversationSo, what are the prerequisites to building a two-way communication strategy? Limor and Fredrik talked about a few foundational facts to keep in mind:1. Multichannel communications.&nbsp;Customer conversations are happening everywhere, and customers appreciate being engaged through the <a href="https://linkmobility.com/products/viber-business-messages/" target="_blank" rel="noopener noreferrer nofollow">channels they prefer</a>. This means the brand has to be wherever its audience is and makes it crucial to streamline communications across channels and ensure a seamless experience for the customer.&nbsp;&nbsp;2. Dialogue, not monologue.&nbsp;Customers show a clear preference for brands that can build two-way communication and accept their feedback. <a href="https://www.salesforce.com/au/blog/2019/06/state-of-the-connected-customer--engagement-trends-you-need-to-k" target="_blank" rel="noopener noreferrer nofollow">According to Salesforce</a>, 71% of users want to communicate with companies in real time. Chatting through a <a href="https://www.forbusiness.viber.com/en/business-messages/">messenger</a> allows a business to instantly respond to customer requests and increase its so-called "customer lifetime value" (this indicator reflects the correlation between building relationships with a customer and the company's net income).&nbsp;3. Value and relevance.Brands need to be there when needed and initiate communication—when they have something to say that the customer perceives as useful or valuable. <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">Two-way communication</a> makes these two components work in synergy. When customers seek help or information, a chatbot or a quick chat with a representative can solve their issue quickly. Customer feedback, in turn, informs business’ mobile marketing strategy and helps the brand better understand the audience to determine what communications the customers would appreciate.&nbsp;4. Authenticity and personalization.There is a difference between simple transactional messages and a more genuine, personal connection that nurtures brand loyalty and advocacy. Building authentic relationships takes time and effort, but customer engagement and personalization are key. AI and NLP can help make your offerings more personalized, tailor the post-purchase experience, and assist with basic queries—at customer convenience.&nbsp;<a href="https://www.youtube.com/watch?v=b8ryj4YYNgU">Listen to the webinar</a> to learn more about real conversations and analyze good mobile marketing examples.Viber for Business: solutions and features to help brands connect with their customersTo help facilitate the dialogue between customers and businesses, we are constantly <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">developing and rolling out new features</a>. Limor highlighted a few helpful features in Viber Business Messages:<ul><li>Users can easily send photos and videos to brands. Imagine that someone bought a new table in a shop and needed post-sales support: instead of trying to painstakingly describe, via call, what exactly the issue is—they need only to send a recorded video to a support chat. In turn, support specialists can now assist with technical problems via chat rather than schedule an in-person visit, which is very convenient for both parties, especially during the pandemic.</li><li>Brands can also send videos to users from their Viber business accounts. The feature allows brands to send even more engaging, creative, and useful content, utilize video to showcase new products, explain product characteristics, provide instructions, and more. For example, a cosmetic brand can share a video with a professional overview of new products recently bought by a user and explain how to combine them with other products purchased.</li><li>File-sharing for both brands and users allows sending important information (like receipts, invoices, booking confirmations, identity cards, etc.). For example, a guest booking a room in a hotel can get confirmation directly in a messaging app.</li><li>Users can copy codes, links, and emails in conversations within Viber Business Messages. Copying numbers is especially convenient for one-time passwords, promo codes, delivery tracking IDs, etc. With phone numbers, users can call, message, add to contact, etc. With links, they can be quickly redirected to a website, with emails—to an email window.</li><li>Additionally, we let users pin important business messages within a thread or pin the whole conversation on top of the main chat screen. For instance, a user can pin that booking confirmation from a hotel for a quick and easy check-in upon arrival. Or, a topical example: users can receive their PCR test results directly in Viber and pin this message from the lab to quickly find and show it at the airport.</li><li>Users can also reply to specific messages inside conversations with brands, which is handy when chatting with a shop with multiple orders. This way, the brand will know what exactly their customer is referring to from recently discussed items: eliminates confusion and helps both parties to resolve the issue faster.</li></ul>These developments streamline the communication flow between customers and brands via <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a> and help users chat with brands as easily as they would with their friends.Conclusion"Thank you, Limor and Fredrik, for the productive discussion. It is now clearer than ever that messengers are not just apps for private and group messaging, but a great platform for building meaningful relationships between users and brands," summarized Zehra Chudry. "What I got from your discussion is that, throughout the pandemic, there has been a significant shift towards using business messaging by brands and that brands can leverage messaging apps to meet users' needs for personalized, engaging, meaningful, and two-way communication."

Event recap: Business messaging for brands, challenges and trends

Learn about the new era of brand communication from our recent discussion at GSMA

At Viber, we believe conversation is the key to a better world. That’s why we build products that make it easy for people to connect and share their thoughts with each other. Whether it’s messaging, video calling, group chats, or sharing photos and stickers, Viber is the place where people come to connect and have fun. We continue introducing new features, like <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">Viber Lenses</a>, to make sure engaging conversations remain at the heart of everything we do.Viber had record-breaking numbers last year. People sent 500 billion messages, exchanged 15 billion stickers, and created 50 million Viber Lenses. And 36 billion calls were made that lasted 3 billion hours!&nbsp;&nbsp;For businesses, Viber offers a suite of <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">business messaging solutions </a>that help keep companies connected with their customers in real-time, and be more effective than ever before. Viber tools provide brands with an opportunity to engage with their audience in a more personal way than through traditional monologue-style marketing.&nbsp;<h2>How is mobile messaging different from other marketing channels?</h2>Mobile messaging has revolutionized how brands communicate with their audiences. A conversation, not a monologue, enables brands to connect with their customers in new ways, creating rich, interactive experiences that put the customer and their interests first. <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">Conversations help create a two-way dialogue</a>, thus allowing brands to better understand their audiences, engage with them, and create a more personalized connection through messages relevant to customers’ interests. Additionally, the brand’s communication is immediate and interactive, which means that you can get feedback from your customers in real time. This makes mobile messaging a very powerful tool for customer engagement and retention.While email is the closest comparison because sometimes customers can respond to a company email (when it’s not a no-reply address), there are several key distinctions:&nbsp;<ol><li>Email blasts may be ignored or go unnoticed, but mobile messages are seen and read almost immediately. Mobile messaging reaches people where they are and when they want it.</li><li>People can respond to messages instantly, engaging in a two-way conversation, creating an interactive experience.</li><li>Mobile messaging is personal. Messages can be sent directly to individuals or groups as segmented in your CRM or CDP, making it the <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">perfect tool for targeted marketing</a>.</li><li>Messages can be sent and received in real time, making them the perfect tool for immediate communication.</li></ol>With its immediacy, interactivity, and personalization, mobile messaging is the perfect way to reach customers and create a connection with them.Brands that send one-way messages without listening to or engaging with their customers are likely to see lower response rates and customer satisfaction. However, brands that initiate conversations and respond to customer feedback are more likely to create a loyal following.<a href="https://www.forbusiness.viber.com/en/success-stories/story/dexpress/">Discover how a delivery company D Express improved the quality of service and customer experience by enabling conversations via Viber Business Messages.</a><h2>Creating a customer conversation on Viber</h2>With Viber Business Messages, brands can send transactional, promotional, and conversational messages, all in a single channel. This lets you keep your customers informed and engaged while also providing a convenient and easy way for them to contact you.<a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">Top benefits of Viber Business Messages</a>&nbsp;The two-way conversation allows customers to ask questions, give feedback, and share their experiences. Listening to customers provides valuable insights that can help brands improve their messaging strategy and make their products and services more relevant and appealing to customers. Plus, customers can quickly get in touch with brands anytime, anywhere.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Conversations_with_clients_via_Viber_Business_Messages_1553deb332.png"><figcaption>Conversations with customers via Viber Business Messages</figcaption></figure><h2>Engaging conversation through Viber Business Messages</h2>Viber provides brands with a direct line of communication to customers all over the world. Here are just a few ways you can use Viber to create an engaging conversation with your audience:<ol><li>Start by thinking about what you want to achieve with your Viber messages. Whether you want to increase brand awareness, promote a new product, or drive traffic to your website or app, make sure your goals are clear before you start messaging.</li><li>Keep it casual. When you’re chatting with friends, you don’t talk in a formal tone – so don’t do it on Viber either. Keep your messages short, sweet, and to the point. We recommend keeping your style conversational. <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber is a great way to communicate with your customers</a> in a more informal way, so make sure your tone reflects that.</li><li>Use emoji. Emojis are a perfect way to add personality to your messages. They can also help you get your point across more clearly and be more engaging and expressive.</li><li>Use images and videos. Images and videos are a perfect way to catch your customers’ attention and help you stand out in the attention span-deprived world.</li><li>Be funny. Not everyone is a jokester, but if you are, go for it! Jokes can help break the ice and keep the conversation flowing.</li><li>Be curious. When you chat with your friends, you ask them about their day and what they’ve been up to. Show the same level of interest with your customers on Viber. This will help you build a stronger relationship with them.</li><li>Show interest in feedback. Your customers want to know that you value their opinion. Answer their questions and respond to comments showing that you care.</li><li>Use more forms of content. Contests, quizzes, or surveys are all great tools to keep an audience interested and engaged.</li><li>Make sure your messages are relevant. Sending irrelevant messages will only alienate your customers and may even lead to them unsubscribing from your Viber channel.</li><li>Be quick. Responding to customer queries and comments quickly is a great way to show that you’re interested in building a relationship with them.</li></ol><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Interactive_conversations_via_Viber_Business_Messages_9507ad0e66.png"><figcaption>Interactive conversations via Viber Business Messages</figcaption></figure><h2>Maximize your customer data</h2>By taking advantage of the customer data you have in a CRM or a CDP, you can create more personalized and relevant brand messages. This, in turn, can lead to better engagement rates and a stronger connection with your audience.&nbsp;<ul><li>Segment your audience based on interests, demographics, and past behavior. This will help you target your messages more effectively.</li><li>Personalize your messages as much as possible. Use the customer data you have to create custom content relevant to each individual.</li><li>Make use of automated messages. Such messages (for example, messages that are automatically sent when a specific trigger fires) can be a great way to keep your audience engaged, and they can help you send more targeted messages with less resources.</li></ul>At its core, mobile messaging is a conversation platform. And as such, it’s the perfect way for brands to engage with their customers. By starting and continuing conversations, brands can create a meaningful, more personal connection with their audiences and keep them coming back for more.&nbsp;Learn more about <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages </a>that enable companies to communicate with their audiences in real-time, build relationships, and drive loyalty.

Conversation, Not Monologue: Engage with Your Audience on Viber

Discover how to create rich, interactive customer experiences with Viber Business Messages

Security has always been one of the top concerns in digital communications; the issue has hardly improved in recent years. In fact, viruses and malware are no longer the only such threat—a new type of scam is on the rise these days. Fraudsters pretend to represent well-known companies on popular digital platforms, such as social media and messengers, to gain and abuse the users’ trust. This malversation harms both the consumers and the company whose reputation is being misused this way. One way to safeguard your company’s public image and reap the benefits of messenger marketing is to represent yourself on the most popular platforms as an officially verified brand.&nbsp;If you're looking to prove that your account in a messenger is authentic, your first priority would be to create an official business account. This would offer your company a verified brand profile to use in client communication: for example, to update on the delivery status, provide customer support, and notify consumers about special offers or new product launches that they might find interesting.&nbsp;But are messengers secure enough to use for business messaging? We prepared some tips to prove that they are: here are some features that make messengers a safe and effective tool to use in your mobile marketing strategy.1. Official accounts are clearly marked. Many companies choose to create an official business account in social channels (for example, to <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">open an official Viber business account</a>) to reassure their customers that they’re talking to the real brand—but it also makes it easier for businesses to communicate directly to their audience. After the account is verified, most messengers will provide some kind of mark or badge proving the account’s authenticity; in Viber such a verification mark comes in the form of “blue tick” next to the brand name in an official Viber business account. It enables the users to distinguish the real brands from fraudsters at a glance and thus helps the company build trust with its clients, so it has utility for both customers and companies.&nbsp;Viber takes issuing the official business accounts very seriously. Each application for the status is manually reviewed by our team, so only genuine brands pass the verification process and gain access to business messaging tools—and only after they’ve accepted Viber’s user privacy rules.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Official_Viber_business_account_032953324f.png"><figcaption>Example of an official business account on Viber</figcaption></figure>2. Besides the verification marks, many companies have a completed business profile that helps to make the right impression; it can contain a logo, brief description, address, and phone number—Viber will state that it’s a “business account” right here under the company’s name and logo. Much like the verification marks, a business profile helps users determine that they are dealing with the real company and not fraudsters (who would be forced to use a regular user profile because they wouldn’t pass the verification process).&nbsp;As a company, you, too, benefit from setting up a Viber business account: not only does it protect your reputation by leaving no space for the “impersonators”, but it is also an excellent way to introduce yourself to the audience by adding a brief description of your services and making the profile part of your mobile marketing strategy.&nbsp;3. Messages not stored on servers. Messaging can even be more secure than email because the messages aren’t stored on the messaging provider’s servers. With email programs, your emails are stored on the provider’s servers, which could allow your email provider to let other companies read your emails in order to serve you with targeted ads. But a trustworthy messaging app like Viber involves no such potential invasions of privacy.&nbsp;4. Data protection. Authenticity aside, there’s always another concern with communication platforms, particularly for companies dealing with sensitive information (such as those in the financial sector and healthcare): are messengers secure enough to exchange confidential information? Whereas the gold standard of security in peer-to-peer communication is “end-to-end encryption”, business messaging requires what is called “encryption in transit”. We use encryption in transit when messages are sent not by an individual but through a brand’s platform, using Viber business API. As soon as the message is sent (it’s “in transit”), it is encrypted, and is only decrypted once it reaches the messaging app’s back-end system. The back end then encrypts the messages again before sending them back to the user or service.Encryption in transit provides an exceptionally high level of security for brands, so your company can rest assured your business <a href="https://www.forbusiness.viber.com/en/blog/post/how-brands-can-find-the-most-secure-messaging-app-for-business-use/">messages are safe from hackers, when using Viber</a> for Business.5. A proper introduction to the user sets the stage for building trust. Viber for Business has handy tools to not only prove you’re a real company but also strike the right tone at the start of your communication with a user. Viber employs a special Overlay for that: it accompanies your first message to customers and explains why they’ve received this message and who it is from. Overlay serves as an official introduction and helps with Viber marketing by signaling to the user that your message isn’t spam: companies utilizing overlay on Viber saw their block rates drop since people tend to feel positive about such explanations.&nbsp;Advantages of interacting with users via an official Viber business account go far beyond protection from scammers: there’s the option of integrating the account with your <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">CRM- or CDP-system to personalize customer communications</a>, real-time analytics, interactive messages and real, two-way conversations, reasonable pricing, and other messenger marketing <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">tools and features</a>. Whatever your priorities for the messenger marketing strategy may be, an official Viber business account <a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">benefits both you and your clients</a>.Still have questions about the messaging app security and Viber for Business? Don’t hesitate to <a href="mailto:messaging@forbusiness.viber.com">reach out</a>, we are here to help.

Why are official accounts in messengers so important for your company's reputation?

Discover how to protect your brand with an official Viber business account

In recent days, false rumors and misinformation have appeared about the alleged instability of some Rakuten Viber services. Rakuten Viber’s services are stable, working without technical issues. Being one of the most popular instant messengers in the world and operating in over 190 countries, Rakuten Viber's key priority has been and continues to be the ability to provide quality and secure communication for both our users and our business partners.&nbsp;

Rakuten Viber’s services are stable, working without technical issues.

Rakuten Viber’s services are stable and working without technical issues

Rakuten Viber remains stable, providing quality services for both users and brands

The team were thrilled to return to Barcelona for Mobile World Congress 2022. Our Senior Director of Business Messaging Solutions Etienne Dupont attended panels with Mobile Squared and MEF. The MEF panel is available to watch below.MEF's ‘The Future of Mobile Summit‘ was on the world-stage at MWC in Barcelona setting the agenda for what’s to come in 2022, with a focus on The Future of Messaging, Trust in Mobile, including IoT Security, The Future of Identity &amp; Authentication and RCS 360.Etienne was part of the Trust in Mobile panel - the future of the industry rests on the ability to deliver a good and secure experience. The industry is at a cross roads with key issues mounting on Privacy, IoT and Phishing.<ul><li>Isabelle Paradis, Founder and President – Hot Telecom</li><li>Charles Upchurch, CEO – Global Message Services</li><li>Dario Betti, CEO – MEF</li><li>Virginie Debris, Chief Product Officer – Global Message Services</li><li>Katia Gonzalez, Head of Fraud and Security &amp; Chair – BICS &amp; i3Forum Fraud Fight Group</li><li>Brendan Cleary, CEO – Cellusys</li><li>Etienne Dupont, Senior Director of Business Messaging Solutions – Rakuten Viber</li><li>Jimmy Jones, Head of Security – Zariot</li><li>Nassia Skoulikariti, Director of IoT – MEF</li></ul><figure class="media"><oembed url="https://youtu.be/ZRWtzdcNeAU"></oembed></figure>

MWC Barcelona 2022

Get the low down from our attendance at MWC 

Event recap: MWC Barcelona 2022

Conversational commerce is the use of messaging platforms by brands to sell products and services and provide after-sales customer support, and it is the next step in the evolution of e-commerce. It allows buyers to interact with brands in a more natural way, and includes everything from asking questions about products to making purchases. The key benefit of conversational commerce for businesses is that companies can provide a more personalized experience for their customers. This can include recommendations, assistance with orders, and answering any questions customers may have during and after the purchase.While still in its early stages, conversational commerce is growing in popularity. As more people become comfortable with using messaging platforms for shopping, the trend is only going to continue. This makes it the perfect time to get in on the action.There are many types of conversational commerce, but some of the most common include chatbots, voice assistants, and live chat (conversations with a real agent). Let's look at each of these in more detail.ChatbotsChatbots are automated customer support agents on messaging apps. They're programmed to answer specific questions and rely on machine learning to improve how they answer questions over time. Despite the wide use of chatbots, the technology is still in its infancy, but has a lot of potential. Chatbots are already being used by many companies and can be a very effective way to provide excellent customer service.&nbsp;At <a href="https://www.forbusiness.viber.com/en/">Rakuten Viber</a>, we've seen chatbot usage grow from zero to almost 100 000 bots within just a couple of years.Bots are a great way to provide customers with the information they may need to know but don't want to spend time searching for. In most cases, bots handle tedious interactions, like answering common questions, while allowing human employees to focus on more complicated tasks.Here are some examples of what chatbots can do:<ul><li>Provide basic customer support for a product or service</li><li>Process orders by taking customer purchases and reservations</li><li>Provide automated information or updates about a product or service</li><li>Help customers troubleshoot problems</li><li>Make recommendations</li><li>Track inventory and shipping status</li></ul>If any of this sounds like something your brand could benefit from, check out Rakuten <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Viber messaging solutions</a>. The use of chatbots is especially useful for businesses with a large volume of customer support questions, and it’s no wonder that this automation is becoming more popular because it can save companies time and money. In the near future, chatbots will be able to handle even more complex interactions.&nbsp;If you wonder how chatbots work, it’s by interpreting natural language input from customers and responding with text or voice output. Natural language processing (NLP) enables computers to act like humans in certain ways: NLP-based chatbots are designed to understand spoken and written commands with the goal of carrying out specific tasks. NLP is an essential component in creating chatbots capable of learning and responding to human inputs. While it may sound complicated, you don’t need to be an NLP specialist to launch a chatbot.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_Viber_chatbots_01_6b9f85647c.png"><figcaption>Examples of Rakuten Viber chatbots</figcaption></figure>Rakuten Viber ChatbotsViber has been revolutionizing the way <a href="https://www.forbusiness.viber.com/en/success-stories/">businesses communicate with their customers</a> for the last 7 years. Rakuten Viber Chatbots allow companies to connect with their audiences in a more efficient and convenient way, while reducing costs.&nbsp;With Rakuten Viber Chatbots, businesses can:&nbsp;<ul><li>Increase sales and conversions.&nbsp;</li></ul>Chatbots work by engaging with customers one on one through a chat interface. It gives customers the feeling that they are getting personal attention, which can encourage them to buy from you.&nbsp;Also, instead of having to leave a chat to go to a website or a search engine, a chatbot can provide a customer with the information they need when they need it. This increases the likelihood that a customer will make a purchase, since they don’t have to go through the hassle of finding all the necessary information on their own.<ul><li>Automate customer service.</li></ul>Chatbots can automate customer service tasks, such as answering inquiries, providing product information, and processing orders. This not only frees up your staff to handle more complex tasks, but it also ensures that customers receive fast and accurate responses to their inquiries.&nbsp;<ul><li>Improve communication.</li></ul>By providing buyers with a convenient and easy-to-use chat interface, businesses can communicate with their audiences more effectively and reduce the number of customer inquiries that need to be handled over the phone or via email.&nbsp;If you’re looking for a more efficient and convenient way to communicate with your buyers, then Rakuten Viber’s chatbot tools are the perfect solution.&nbsp;<a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">Learn more about how Rakuten Viber chatbots can help your business</a>Voice AssistantsAmazon's Alexa, Google Home, Apple's Siri, and Microsoft's Cortana are all examples of voice assistants, which are essentially just miniature computers that users control by speaking to them. They're equipped with artificial intelligence that allows them to understand user requests, and can perform a variety of functions (such as playing music, searching for information, and answering questions).Voice assistants are changing the e-commerce landscape by making it easier for customers to find and buy the products they need. With voice search, people can speak into their device to find the products they want and buy them instantly. This eliminates the need to scroll through pages of results or click through multiple links to find what you're looking for. In addition, voice assistants can help find the best deals on products and compare prices between different sellers. With this technology, e-commerce is becoming faster, easier, and more convenient than ever before.&nbsp;But it lacks one thing – human interaction and visual cues. That's where conversational business messages come in. These business messages allow a real human conversation, and they're perfect for bridging the gap between voice assistants and e-commerce. With the help of conversational business messages brands can provide customers with all the information they need about products, as well as provide visual cues, such as images and videos, to help them make informed decisions about their purchases.&nbsp;Live ChatLive chat is the oldest form of conversational commerce, and <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversational business messages</a>, as its natural evolution, are becoming more and more popular. On Rakuten Viber, companies can connect with their customers in real-time to answer any questions they may have. This direct line of communication can help people feel like their questions are being addressed quickly and efficiently, and can foster a stronger relationship between the brand and its audience.With Conversational Rakuten Viber business messages brands can manage multiple business cases in a single channel, following customers at each stage of their customer journey. Learn more about how to drive purchases, help with choosing the right product, manage orders, provide support, collect feedback&nbsp; and more with <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">conversational business messages</a>.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Conversations_via_Viber_Business_Messages_05_a8c4d1da79.png"><figcaption>Conversations via Rakuten Viber Business Messages</figcaption></figure>The benefits of conversational commerce&nbsp;<ol><li>It is convenient. Customers can ask questions and receive answers without having to search for information in search engines.</li><li>It is fast. It’s possible to get answers quickly, without having to wait on hold.</li><li>It is flexible. Customers can get answers to a wide variety of questions on the go.</li><li>It is engaging. Conversational messages can be used to engage customers on a deeper level, providing them with personalized service and helping to build long-term customer loyalty. <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">Connecting business messages with your CDP</a> can help increase engagement even further, by providing recommendations for future purchases.</li><li>It is cost-effective. Conversational commerce allows businesses to connect with buyers in a more personal way, leading to more sales. Customers are more likely to buy from a business they feel they have a connection with, and conversational commerce allows to create that connection. Because of its personalized nature, CPA is normally less than traditional advertising methods, such as TV and radio ads.</li><li>It is easy to use. A familiar medium for most people that does not require any extra effort to use.</li><li>It is feedback-oriented. Conversational business messages and chatbots can also be applied to collect customer feedback, which can then be used to improve marketing and product development efforts.</li></ol>The role of AI in Conversational CommerceA big part of conversational commerce is the use of AI and machine learning. Both help chatbots be more responsive and dynamic, which is helpful for businesses to provide a great customer experience.AI/ Machine Learning in this sense can be used to:<ul><li>Answer and anticipate user questions</li><li>Suggest products and services to the customer</li><li>Personalize the experience</li><li>Gather user data</li></ul>The use of AI and ML in chatbots has been proven to have a positive impact on customer interactions, which in turn has a positive impact on the business.Given how AI is evolving, it is only a matter of time before most businesses will adopt it.With the right strategies, companies can leverage it to significantly boost their bottom line.Last but not least. Conversational commerce also helps businesses collect data about customer preferences and behavior, which can be then used to improve products and services.It is natural for customers to want to interact with companies via conversations. As e-commerce continues to be a growing part of the economy, the demand for more convenient and personalized customer experiences will continue to grow. To learn more about conversational commerce, check out Rakuten <a href="https://www.forbusiness.viber.com/en/viber-for-business/">Viber for Business solutions</a> and see how our products can help grow sales and improve engagement.Do not hesitate to <a href="mailto:messaging@forbusiness.viber.com">contact us </a>for more information.

What is Conversational Commerce?

Conversational commerce 101. How to use Rakuten Viber messaging solutions for conversational commerce

The number of Rakuten Viber business accounts increased by 55%, Rakuten Viber Сhatbots gained momentum in user engagement with 20% growth, and Rakuten Viber Ads impressions rose by 70% — a year in re-cap for Rakuten Viber.As one of the world's leaders in voice-based communication and instant messaging services, Rakuten Viber is keen to share key insights about how users and brands worldwide have been communicating in the app in 2021.Today, more than 8,500 brands across the world rely on Rakuten Viber Business Messaging Solutions for communicating with their clients. Thanks to our expertise in the current trend toward direct dialogue between brands and users, Rakuten Viber for Business successfully helped companies strengthen relationships with their customers, as well as make the most of <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversational business messages</a>. In response to the brands’ growing demand for new means of engaging with customers through chats, Viber <a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-feature-updates-july2021/">has rolled</a> out many new features and is <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">constantly working on more</a> updates. By focusing on both user expectations and brands’ business needs, we achieved some great results in 2021:<ul><li style="text-align:justify;">A 55% surge in the number of new <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Rakuten Viber business message accounts</a> opened to establish 1-to-1 connection with customers and an overall 20% increase of <a href="https://www.forbusiness.viber.com/en/business-messages/">Rakuten Viber Business Messages</a> delivered globally; notably, immense growth occurred in the following regions: 112% in the Philippines, 104% in Iraq, and 91% in Vietnam.</li><li>A significant growth in <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">Rakuten Viber Conversational Business Messages</a>: in the Philippines numbers increased by 291%, in Bulgaria— by 237%, and in Serbia—by 104%. This confirms the trend that users are more inclined to have two-way communication with brands via the messaging app.</li><li>A substantial growth in transactional messages (such as order confirmations, shipping updates, transaction notifications, etc.), particularly, in Greece (by 193%), in Bulgaria (by 52%), and in the Philippines (by 372%).</li><li>A global 29% rise in promotional messages. By connecting CRM or CDP to Rakuten Viber Business Messages, <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">brands can personalize</a> communication with their customers to achieve greater engagement and business results.</li><li>A 20% growth in the number of <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">Rakuten Viber Chatbots</a>, where customers get automated replies to requests in real-time 24/7. Chatbots let businesses offer around-the-clock support without the additional costs that come with human agents—and free up the human service agents to deal with more complex customer care needs.</li></ul>Brands have also leveraged <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Rakuten Viber advertising</a> solutions to increase their visibility and attract new users. Last year, the volume of ads impressions on Rakuten Viber grew by 70%, showcasing the significant interest from advertisers across the world. Among the top-performing verticals worldwide: health and fitness, which grew by 90%, energy by 56%, and transportation by 51%. The app has also seen a spike in new advertising categories such as recruitment and local businesses, reflecting the pandemic’s influence on business and the job market.Since launching in autumn of 2021, Rakuten Viber Lenses feature has also become another milestone for the company: more than 8.3 million users around the globe have put the Lenses to use for media such as pictures, videos, or GIFs; over 5.2 million users generated more than 51.8 million captures in the app. The customizable and creative lenses have given brands a native and non-intrusive way to increase brand awareness and drive customers along the users’ funnel.“For a long time now, it has been a part of Rakuten Viber’s strategy to become a super-app – giving as many services with added value as possible throughout our users’ day and providing brands with more opportunities to interact with their customers in the native environment. For this, we are constantly working on improving our suite of business solutions to let brands and users seamlessly interact with each other at each step of the customer journey,” says Cristina Constandache, Chief Revenue Officer at Rakuten Viber. “The numbers mentioned above once again prove that we are developing our app in the right direction, as both users and brands increasingly use Rakuten Viber in their day-to-day communication and routines.”Do not hesitate to <a href="https://share.hsforms.com/12dJLE_P8S9SFBitFV8l1Fw4fpwx">contact us</a> if you want to learn how to use Rakuten Viber for Business in 2022.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/VIBER_IN_2021_ENHANCING_COMMUNICATION_BETWEEN_BRANDS_AND_USERS_026458d2c6.png"></figure>

Rakuten Viber for Business recap: How brands and users communicated in 2021

Rakuten Viber for Business reveals an increasing trend on brand-user communication

Rakuten Viber offers 3 months of free conversational business messages, presents recently launched channels and AR lenses, shares insights on new advertising capabilities and bots' rise in customer engagement.On April 5th, 2022 Rakuten Viber's senior management came to Athens, Greece for their first networking workshop in two years. The event covered the rising importance of messaging for businesses in times of change and discussed the newest mobile marketing examples and trends with industry professionals in attendance. The latest Rakuten Viber tools for businesses help marketers achieve their messenger marketing goals, &nbsp;and strengthen customer loyalty as shown in proven case studies from Greece and the region. The speakers wrapped up with delineating the company's global goal of becoming a "super-app".A new era for brand communicationSmartphone use is on the rise and, with it, the amount of hours users spend on mobile. Rakuten Viber is well-placed to make the most of this trend: with its impressive smartphone penetration levels (reaching&nbsp; 91% in Greece and up to 98% in some European countries). In Greece only, Rakuten Viber facilitates more than a billion calls, tens of billions of messages, and timeless connections between users and brands. Rakuten Viber is focused on putting this trend to good use for both the brands and the users, so it's constantly adding new solutions that facilitate user-brand interaction.&nbsp;Rakuten Viber's latest product—Channels is now available in Greece for the first time as the ultimate broadcast platform for content creators. Channels offer maximum engagement with advanced moderation options and the new comments feature which generates top interaction rates for content partners such as influencers, media companies, sports clubs and more... In Greece alone, there are 4.5 million members on Channels on Rakuten Viber today. Some of the biggest and the most lively examples are the <a href="https://invite.viber.com/?g2=AQAVNiDVlfjrIEtaYLf1s2sUzRrpfLVlfLVg4J8wkdNKMUSnUcQWJxnXH0Os1heH&amp;lang=en">Greek Government's </a>channel set around regular updates on the COVID-19 pandemic and the situation in the country, together with many channels of national football teams such as <a href="https://invite.viber.com/?g2=AQAcOqZZGT0giUudHheATw1uLljCGpuchRMDo62rvPuICNrW54chVk3J1E%2BumGSh&amp;lang=en">Olympiacos</a>, <a href="https://invite.viber.com/?g2=AQAz%2Fa4sm503a0neSryZs88AFyWSxH5MZwkW7T5E72gR6FHzfn%2FRbWHOkAv3kKZK&amp;lang=en">PAOK</a>, <a href="https://invite.viber.com/?g2=AQB6leB6pZqtjU5uHkq%2FGk3rYFVH1hapu7okEI4ayoksO4HBA5xa1AdlTJHVE0p1&amp;lang=en">Panatinaicos</a>, etc and of course some food inspiration from the leading master's chef <a href="https://invite.viber.com/?g2=AQAhBvy%2Fxq4AVkvdcSJNLTW3ZzYgysKic0s7aH52fwxfKi%2B0uyz5veoMTAUj%2BS5q&amp;lang=en">Akis Petretzikis</a>.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/2_Daniela_Ivanova_7f62f4b6cd.jpg"><figcaption>Daniela Ivanova, Growth Director Europe</figcaption></figure><a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">Rakuten Viber Lenses</a>, a good example of AR creative engagement in the app, have been a success in Greece, helping brands stay relevant for a Gen Z audience and beyond. In less than 3 first months since their launch in October, more than two million Lenses have been created by Greek users.&nbsp; On Rakuten Viber, thanks to the lenses integration, businesses can innovate and optimize the user experience, by creating unique experiences with their products or services.&nbsp;Native, <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">non-intrusive Rakuten Viber Advertising solutions</a> with different targeting capabilities continue to gain popularity with brands who want to increase their visibility and attract new users. Last year, the volume of ads impressions on Rakuten Viber grew by 16% in Greece, where telco, fintech, food and beverage, utility and retail became the top-performing verticals.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/1_Viber_in_Greece_7c6187195d.jpg"><figcaption>Top industries using Rakuten Viber Business Messages in Greece</figcaption></figure>Rakuten Viber <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">business messaging solutions</a>, which include Chatbots and Business Messages, continue strengthening 1-to-1 communications between brands and users. In 2021 in Greece the company recorded:<ul><li style="text-align:justify;">A 35% growth in the number of <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">Rakuten Viber Chatbots</a>, where customers get automated replies to requests in real-time 24/7. Chatbots let businesses offer around-the-clock support without the additional costs that come with human agents—and free up the human service agents to deal with more complex customer care needs.</li><li style="text-align:justify;">An 82% growth in delivered <a href="https://www.forbusiness.viber.com/en/business-messages/">Rakuten Viber Business Messages</a>. The purpose of Rakuten Viber Business Messages is to bring brands closer to customers via a single channel that has everything one needs for a fruitful interaction: from driving purchases via <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized promotional messages</a> to delivering important notifications via transactional messages and providing around-sales customer support via <a href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">conversational messages</a>.</li></ul>Rakuten Viber expects that conversational business messages will continue growing – globally and in Greece. To help brands familiarize with this 2-way communication solution, the app has launched <a href="https://b2b.viber.com/conversational-viber-business-messages-promo2022">a three-month free trial for Rakuten Viber Conversational Business Messages</a>: from April 4th to June 30th, 2022 across global markets any brand sending its first conversational message receives 90 days of free conversational messages from the date of the first message.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/3_Momchil_Elenkov_be8e282aa5.jpg"><figcaption>Momchil Elenkov, Fintech Business Development Director</figcaption></figure>Fintech is another and one of the key components to a seamless customer experience and a part of Rakuten Viber's strategy to become a super-app. Rakuten Viber users and partners can already benefit from different payment services available on the app. By enabling payments, Rakuten Viber establishes a framework for a single gateway to many options for users and brings fast, personalized, and secure messaging experiences that go beyond meeting customers where they are for our brands. Now brands can accept payments within Rakuten Viber Chatbots, and there are more fintech features coming soon in Greece."Today people no longer want to use apps for different needs separately. On average app users spend 77% of their time on their top 3 apps, and almost half of their time in one single app," says Konstantin Kostadinov, Senior Sales Director CEE &amp; CIS at Rakuten Viber. "People nowadays seek one gateway to many options in one place, and Rakuten Viber continues developing and pushing the app even further to make it a convenient place that meets the maximum of users' needs: from fintech services, taxi and food orders, useful chatbots, and more."

Rakuten Viber live from Athens: Announcing new digital tools for brands

Discover the best Rakuten Viber solutions for user-brand interaction from our recent event in Greece

As a global leader in messaging communication, Rakuten Viber has become a go-to platform for people to connect with family, friends, and colleagues—and this time, with brands too. Engaging conversations remain at the heart of everything Rakuten Viber offers, including its suite of business messaging solutions that help companies connect with their customers in a personal way, especially amid the rise of <a href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">conversational commerce</a>.Businesses that are yet to experience the benefits of one-to-one and interactive communication with their customers can try out a <a href="https://b2b.viber.com/conversational-viber-business-messages-promo2022">3-month free trial of Conversational Business Messages</a> on Rakuten Viber during a special promo period. The trial is available to any new or existing Business Messages account sending conversational messages for the first time. The promo will last from April 4th to June 30th, 2022 across global markets. Any brand sending its first conversational message during this period receives 90 days of free conversational messages from the date of the first message.&nbsp;<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Visual_1_06_6319fe025a_113277e21f.png"><figcaption>Rakuten Viber Conversational Business Messages</figcaption></figure>What’s in it for them? Conversational messages on Rakuten Viber are counted by Sessions. A Session is a 24-hour time window allowing brands and users to exchange multiple messages in a conversation—a brand can send up to 60 messages within this time frame. A Session starts after a user messages the brand, but the brand is only charged after replying to the user. Sessions allow brands and users to have real conversations—dialogues that help brands solve user issues in real time and build a relationship with the audience.Although primarily used for customer support, Conversational Business Messages can open a new avenue of communication between brands and customers. Conversations with live agents can cover many subjects like managing order and delivery details, helping choose a product, making a booking, or managing loyalty products. Companies can also drive purchases via interactive communication, improve customer retainment, support the post-purchase experience, and more.&nbsp;It’s been found by studies that 73% of consumers prefer to communicate with a brand they can message rather than call and 58% of them believe that messaging is also the fastest way to communicate with brands. What’s more, 74% of customers prefer messaging with businesses if a real person is responding.While communication between brands and consumers is constantly evolving, business messaging is growing too. Brands actively use rich services and capabilities Rakuten Viber provides them with, and the numbers show as much: in 2021, Rakuten Viber saw a 55% surge in the number of new <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Rakuten Viber business message accounts</a> opened to establish 1-to-1 connection with customers and a cumulative growth of 20% across all types of business messages delivered. There was a significant growth in <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">Conversational Business Messages</a> across all markets, with some countries seeing a <a href="https://www.forbusiness.viber.com/en/blog/post/viber-for-business-recap-how-brands-and-users-communicated-in-2021/">surge of up to 300%</a>.<a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">Rakuten Viber’s Conversational Business Messages</a> can help manage multiple business cases in a single channel: brands can keep up with their customers’ demand for personal interaction—and get many opportunities to enhance the brand experience at each stage of the customer journey.Don’t miss an opportunity to start meaningful conversations with your customers: start <a href="https://b2b.viber.com/conversational-viber-business-messages-promo2022">a 3-month free trial of Rakuten Viber Conversational Business Messages</a> NOW

Rakuten Viber offers brands a three-month free trial for Conversational Business Messages

It’s time for companies to take their chats seriously

In uncertain times, staying connected with your customers is more important than ever. And there's no better way to do that than through messaging apps like Rakuten Viber. We offer a variety of features that make staying in touch easy and convenient, even in the most challenging of circumstances. For businesses, that means being able to keep your customers updated on the latest news, changes in your products or services, and any other important information. And for customers, it means having a direct line of communication with the businesses they rely on, which can be a lifesaver in times of crisis.&nbsp;Many companies have had to make significant changes to the way they operate during the last several years. Normal business operations got disrupted, and while priorities changed, customer connection became more important than ever. More and more brands are now using Rakuten <a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">Viber Business Messages</a> to keep their customers updated on the latest announcements, and provide support people may need.&nbsp;At Rakuten Viber, our mission has always been to connect people. Today, we want to make sure that businesses can stay connected with their customers, no matter what.Here is a list of core features and services designed specifically for brands. Whether you are already a Rakuten Viber for Business customer, or just searching for ways to have direct communication with your audience, we have put together this summary to make it easy to find a way to use Viber to best fits your brand needs.Rakuten Viber Business MessagesThere are <a href="https://www.forbusiness.viber.com/en/business-messages/">three types of Rakuten Viber Business Messages</a>: Transactional, Promotional, and Conversational. You can use all three message types to keep your customers updated on the latest news, changes in your products or services, or any other important information.Transactional messages are business messages that are sent in response to an action taken by the customer, like confirming a purchase or appointment. They can also be used to send time-sensitive information like flight updates or weather alerts. You can adjust not only the frequency and timing of transactional messages, and adjust the topics as well.Promotional messages are business messages that are used to promote your products or services. They can be used to announce sales or discounts, or to let your customers know about new products or services. As with transactional messages, you can easily change what you are communicating to the customer and provide them with the information or products they need, especially in the unforeseen circumstances. Leveraging the <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">enhanced capabilities of Rakuten Viber business messages</a>, businesses are able to send up 1000 characters, with embedded photos, videos, active links, and emoticons.&nbsp;<a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">Conversational messages</a> are two-way (dialogue-format) messages that allow companies to have a conversation with your customers. They can be used to answer questions, help choose the right product, manage orders, provide around-sales customer support, collect customer feedback and more. No matter what type of message you want to send, Rakuten Viber makes it easy to stay connected.&nbsp;<a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">How To Start Rakuten Viber Business Account</a><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Different_types_of_Viber_Business_Messages_152d53b8f4.png"><figcaption>Different types of Rakuten Viber Business Messages</figcaption></figure>Rakuten Viber ChatbotsThe world has been shaken by many events during the last several years, making digital communication a must. Many businesses might be struggling to keep up with the demand for information and support, and are turning to chatbots to help manage the influx of questions and requests. Rakuten Viber chatbots are an essential tool for businesses in times like this. They can help you quickly and easily respond to customer queries, freeing up your team to focus on more pressing matters. What’s more, chatbots can be available 24/7, meaning your customers can always get the help they need, when they need it. If you’re not using chatbots yet, now is the time to start. They could be the difference between keeping your business afloat or sinking in these difficult times.<a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">Get started with Rakuten Viber Chatbots</a><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_Viber_Chatbots_497c49c1d9.png"><figcaption>Examples of Rakuten Viber Chatbots</figcaption></figure>Rakuten Viber AdvertisingRakuten Viber is one of the most popular messaging apps in the world, connecting more than 1 billion users with brands in more than 190 countries. This makes it an ideal platform for businesses to reach out to their target audiences. Multiple ad formats are available, all designed to blend in with the app interface and are highly effective at driving awareness and engagement. Traditional advertising methods are no longer as effective as they once were and businesses are having to look for new ways to engage with their customers. Rakuten Viber offers a range of other <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">advertising solutions</a>, including Viber Calls, Post-Call, Explore. Also, consider Rakuten Viber Stickers and Rakuten Viber Lenses as an innovative way to connect with your audience. These solutions are perfect for businesses of all sizes and can help you to reach your target audience in a cost-effective way.&nbsp;<a href="mailto:advertisers@forbusiness.viber.com">Contact us to learn more and get started with Viber Advertising</a><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Advertising_Solutions_6d91a45048.png"><figcaption>Examples of Rakuten Viber Advertising solutions</figcaption></figure>Having one-to-one connection with your audience can make all the differenceThe ever-changing reality we live in today requires businesses to constantly adapt to stay relevant. Viber allows businesses to communicate with customers in real-time, regardless of location. This is crucial for companies that want to build long-lasting relationships and provide immediate engagement and support at scale.&nbsp;Interact with customers on a personal level, increase loyalty through valuable content and support, and be there for your customers when they need you the most – Viber lets you do it all.What content works best on Rakuten ViberAdjust your creative according to the situation, but keep in mind that content on Rakuten Viber should be timely, personal and interactive. Nowadays, customers are more connected than ever and they expect businesses to be too. They want to be able to reach out to you easily and quickly, and they want to know that you're responsive. With our Rakuten Viber for Business solutions, you can reach out to your customers directly and in a way that feels personal. You can send them updates, offers and information that they're actually interested in, and you can do it in a way that doesn't feel like “spray and pray” marketing. Plus, with Rakuten Viber's interactive features, you can make your content more engaging and exciting. Give them an experience that they'll remember and you'll be sure to make a lasting impression.Here are 7 tips for making sure your content works well on Rakuten Viber.<ul><li style="text-align:justify;">Keep it short and sweet. People are more likely to read and engage with content that is short and to the point.</li><li style="text-align:justify;">Use images and videos. Your audience is more likely to engage with content that is visual.</li><li style="text-align:justify;">Use emojis. Emojis are a great way to add personality to any content.</li><li style="text-align:justify;">Use hashtags. Hashtags, especially the trending ones, are a great way to make your communication relevant and truly connecting.</li><li style="text-align:justify;">Share timely and relevant content. Customers are more likely to engage with content that is timely and relevant to them. Otherwise, they will quickly tune out.</li><li style="text-align:justify;">Make it personal. Your content should be personalized to the customer. This means using their name, understanding their preferences, and providing them with content that is <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">tailored to their needs </a>and current situation.</li><li style="text-align:justify;">Make it interactive. If you encourage an audience to interact with you, they will. Think about what’s happening in the world and how your brand can be a part of the conversation.</li></ul>Rakuten Viber is a powerful tool that can help businesses provide customer support and resolve issues quickly and efficiently, and promote your products and services directly to customers. Reach out to customers wherever they are and ensure that they are always updated on the latest information and have your support no matter what.Learn more about&nbsp; Rakuten <a href="https://www.forbusiness.viber.com/en/viber-for-business/">Viber For Business</a> solutions to stay connected with your customers at every step of the customer journey.

Staying Connected With Your Customers: The Rising Importance of Messaging for Businesses

How Rakuten Viber for Business solutions help to stay connected with your customer anywhere anytime

Rakuten Viber offers 3 months of free conversational business messages, presents recently launched channels and AR lenses, shares insights on new advertising capabilities and bots' rise in customer engagement.On April 7th, 2022 Rakuten Viber continued its event season with the first networking workshop in Hungary in two years. Rakuten Viber's senior management team came to Budapest to talk about the rising importance of messaging for businesses in times of change and discuss the newest mobile marketing examples and trends with industry professionals in attendance. The latest Rakuten Viber tools for businesses help marketers achieve their messenger marketing goals, &nbsp;and strengthen customer loyalty as shown in proven case studies from Hungary and the region. The speakers wrapped up with delineating the company's global goal of becoming a "super-app".A new era for brand communicationAs smartphone use increases, so does the number of hours spent on mobile devices. Rakuten Viber is well suited to capitalize on this trend: in Hungary only, Rakuten Viber facilitates hundreds of millions calls, more than seven billion messages, and timeless connections between users and brands. Rakuten Viber is focused on putting this trend to good use for both the brands and the users, so it's constantly adding new solutions that <a href="https://www.forbusiness.viber.com/en/blog/post/staying-connected-with-your-customers-the-rising-importance-for-businesses/">facilitate user-brand interaction</a>.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Daniela_Ivanova_Growth_Director_Europe_d1b5a86092.JPG"><figcaption>Daniela Ivanova, Growth Director Europe</figcaption></figure>Rakuten Viber's latest product—Channels is now available in Hungary for the first time as the ultimate broadcast platform for content creators. Channels offer maximum engagement with advanced moderation options and the new&nbsp; comments feature which generate top interaction rates for content partners such as influencers, media companies, sports clubs and more. In Hungary alone, there are 2.3 million members on Channels on Rakuten Viber today. Some of the biggest and the most lively examples are one of the leading sports media in Hungary - <a href="https://invite.viber.com/?g2=AQAmQcrVQExMbk1zS3UzzJnYfw616ibSprHGp%2Fcb9s%2B0xYB79bP8W9MQOIe846O1">Nemzeti Sport</a> together with the <a href="https://invite.viber.com/?g2=AQAGFuw6D66E0keR%2Bhu8cf%2FxjWwKhQ96mgeb9KFyjELaVouGIsdAqYYa%2FOiCe4Um">Nosalty</a> portal for cooking &amp; recipes and a number of sports clubs and NGOs such as <a href="https://invite.viber.com/?g2=AQA%2F3lrxWC12CkqiIQOLFp6ZrKJ7oS8HPL57OSr9Gp7IhVIs75H0euLKY09aniI%2F">WWF Hungary</a>, <a href="https://invite.viber.com/?g2=AQBJduJTfsoDS0xnoLhvA7Gi05pbeL0ogXIPof%2BAIrHa%2BMFp%2FU5NDdfjJ%2BYKjOJC">Etesd</a>, <a href="https://invite.viber.com/?g2=AQAofTlCuLCtrEePnAJJ8q0xEBjiwnRG0SnmWBOEl1hYLtrzYqNbfsmTPCZTVTnZ">Fradi</a>, <a href="https://invite.viber.com/?g2=AQAmc%2BSYrYtcH038039LKlnlaWz9tZ5c7of3s%2B4ssSxU5tjgEu1OhlA4VpzW%2BTGq">Vasas</a>, etc.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Tamas_Agoston_Business_Development_Manager_Hungary_fd3c12093e.JPG"><figcaption>Tamas Agoston, Business Development Manager Hungary</figcaption></figure>Rakuten <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">Viber Lenses</a>, a good example of AR creative engagement in the app, have been a success in Hungary, helping brands stay relevant for a Gen Z audience and beyond. In less than 3 first months since their launch in October, more than one million Lenses have been created by Hungarian users.&nbsp; On Rakuten Viber, thanks to the lenses integration, businesses can innovate and optimize the user experience, by creating unique experiences with their products or services.&nbsp;Native, <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">non-intrusive Rakuten Viber Advertising solutions</a> with different targeting capabilities continue to gain popularity with brands who want to increase their visibility and attract new users. Last year, the volume of monthly ads impressions on Rakuten Viber reached more than 250M, where retail, travel, food and beverage, automotive and telco became the top-performing verticals.Rakuten Viber business messaging solutions, which include Chatbots and Business Messages, continue strengthening 1-to-1 communications between brands and users. In 2021 in Hungary the company recorded:<ul><li style="text-align:justify;">A 40% growth in the number of Rakuten <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">Viber Chatbots</a>, where customers get automated replies to requests in real-time 24/7. Chatbots let businesses offer around-the-clock support without the additional costs that come with human agents—and free up the human service agents to deal with more complex customer care needs.</li><li style="text-align:justify;">A 61% growth in delivered Rakuten <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a>. The purpose of Viber Business Messages is to bring brands closer to customers via a single channel that has everything one needs for a fruitful interaction: from driving purchases via <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized promotional messages</a> to delivering important notifications via transactional messages and providing around-sales customer support via <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversational messages</a>.</li></ul>Rakuten Viber expects that conversational business messages will continue growing – globally and in Hungary. To help brands familiarize with this 2-way communication solution, the app has launched <a href="https://b2b.viber.com/conversational-viber-business-messages-promo2022">a three-month free trial of Conversational Rakuten Viber Business Messages</a>: from April 4th to June 30th, 2022 across global markets any brand sending its first conversational message receives 90 days of free conversational messages from the date of the first message.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Konstantin_Kostadinov_Senior_Sales_Director_CEE_and_CIS_de55635801.JPG"><figcaption>Konstantin Kostadinov, Senior Sales Director CEE &amp; CIS</figcaption></figure>"Today people no longer want to use apps for different needs separately. On average app users spend 77% of their time on their top 3 apps, and almost half of their time in one single app," says Konstantin Kostadinov, Senior Sales Director CEE &amp; CIS at Rakuten Viber. "People nowadays seek one gateway to many options in one place, and Rakuten Viber continues developing and pushing the app even further to make it a convenient place that meets the maximum of users' needs."

Attract & Interact: a Rakuten Viber networking workshop in Hungary

Learn more about the new digital tools for brands from our recent workshop in Hungary

In a digital world, the customer’s path to purchase is no longer linear. Instead, people move back and forth across multiple channels, devices, and touchpoints, before finally converting. The customer journey is constantly evolving.This new path to purchase is complex and can be difficult to track and understand. However, it’s important for marketers to try to map out the marketing journey and identify the key touchpoints that influence purchase decisions.There are a few key ways that the customer journey is changing in the digital world:<ul><li>First, buyers are now more likely to start their journey on a mobile device. This is because people are increasingly using their smartphones for everything from entertainment to research to shopping.</li><li>Second, customers are more likely to move back and forth between different channels during their journey. They may start on a mobile device, but then switch to a desktop computer to do more research. Or, they may see an ad on TV and then go to a website to learn more.</li><li>Third, people are interacting with more touchpoints than ever before. In addition to websites and apps, they’re also interacting with social media, chatbots, and voice assistants.</li></ul>In our hyper-connected world, businesses need to be where their audiences are — and that means being on Rakuten Viber. With over 1 billion users worldwide, Rakuten Viber is one of the most popular messaging apps. And it’s not just for personal use — Rakuten <a href="https://www.forbusiness.viber.com/en/viber-for-business/">Viber for Business solutions</a> let brands connect with their audiences in a variety of ways, from native ads and creative stickers to bots, channels and one-to-one business messages.Viber offers a number of features that make it ideal for businesses of all sizes, from small businesses to enterprise companies. Rakuten <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a> are especially effective for retailers, e-commerce, banks, logistics and medical companies while Rakuten <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Viber Advertising Solutions</a> are highly recommended to all brands. Connecting with customers in a new way doesn’t have to be complicated or expensive.Here are four ways businesses can use Viber to connect with their audiences at all stages of the customer journey:1. Reach new audiences.Viber has a number of ways to connect with new audiences. With Rakuten Viber Ads, businesses can target ads to specific groups of users based on age, gender, location, and interests. And while Rakuten Viber Business Messages are for brands that have their own customer data (existing and potential clients), brands can share news, product updates, and special offers to inform their audiences about new features or activities, thus building awareness. Also, co-promotions with other brands have proven to be successful in using Viber to reach more people.2. Engage with your customers.Viber lets businesses engage with their audiences in a variety of ways. With one-to-one business messages, brands can reach out to individual customers with <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized messages</a>. And by using rich media capabilities, marketers can share photos, videos, emojis with their audiences to engage them in a more visually appealing way. Creative Rakuten Viber Stickers and Branded Lenses are another great tool to increase visibility and engage with your existing and potential customers by using viral and interactive solutions. Also, Rakuten Viber Chatbots will help your brand to identify new and existing audience segments on Viber to engage the discussion on your bot and target them with custom offers.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Mockups_06_55f127f9fb.png"><figcaption>Rakuten Viber Ads, Viber Lenses and Viber Business Messages&nbsp;&nbsp;</figcaption></figure>3. Support your buyers.With Rakuten Viber Business Messages, companies can easily send transactional messages, such as appointment reminders or shipping updates, as well as to provide real-time customer support via <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversational capabilities</a>. And with Rakuten <a href="https://www.forbusiness.viber.com/en/blog/post/4-ways-to-boost-customer-loyalty-through-conversational-ui/">Viber Chatbots</a>, brands can answer customer questions, provide information, operate services such as booking a hotel room or ordering a pizza, and even sell products.&nbsp;4. Measure your success.Track key metrics, such as messages sent, messages delivered, viewability and CTR, and generate detailed reports that help track your performance over time.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Mockups_05_91cdaf7e3a.png"><figcaption>&nbsp;Rakuten Viber Business Messages and Viber Chatbots</figcaption></figure>If you are more accustomed to a traditional marketing definition of a customer journey, then you are probably thinking of the steps your buyers take to go from being unaware of your brand to becoming loyal customers. But as times and technology change, so do the ways people discover and connect with brands. Rakuten Viber can be a great way to <a href="https://www.forbusiness.viber.com/en/blog/post/staying-connected-with-your-customers-the-rising-importance-for-businesses/">connect with your audience</a> at all steps, from discovery through conversion. Let’s look at Rakuten Viber’s role in the textbook definition of a path to purchase.AwarenessUse Rakuten Viber to reach out to potential customers who may not be aware of your brand. You can do this through Viber Ads or by using chatbot marketing.ConsiderationOnce someone is aware of your brand, it’s time to get them interested in what you have to offer. Use Rakuten Viber Chatbots and Business Messages that can also help you run competitions or giveaways.DecisionNow it’s time to get people to take the plunge and buy from you. Use Rakuten Viber Business Messages and Chatbots to offer exclusive deals and discounts. You can also use Viber to upsell and cross-sell products.LoyaltyOnce someone has bought from you, it’s important to keep them as a customer. Use Rakuten Viber to send out loyalty coupons and rewards. You can also use business messages and chatbots to ask for feedback, reviews and provide automated or real-time customer support when they need you.In conclusionBy using Rakuten Viber to connect with your audience at all stages of the customer journey, you can ensure that you’re always providing the best possible experience for your customers. From awareness to the possibility of two-way communication and conversion, Rakuten Viber allows businesses to engage with their customers in a unique way.&nbsp;As we continue to move into the digital world, the customer journey is constantly changing. It's important for companies to stay ahead of the curve and understand how their audiences are interacting with their brand. By understanding the customer journey, businesses can provide a better overall experience and create loyalty among their consumer base.&nbsp;Attract new clients, increase engagement, and measure the success of your marketing campaigns. Rakuten Viber is an affordable and effective tool that can help your businesses reach their goals. If you’re not using Rakuten Viber to connect with your audience, <a href="https://share.hsforms.com/12dJLE_P8S9SFBitFV8l1Fw4fpwx">now is the time to start</a>.

Connecting with your audience through Rakuten Viber at all steps of the customer journey

Reach your audience at all steps through Rakuten Viber Business Messages and Advertising Solutions

Rakuten Viber signs the EU Code of Conduct in Brussels, Belgium, further cementing its commitment to building a safe and secure messaging platform.BRUSSELS. May 10, 2022 - <a href="https://www.viber.com/">Rakuten Viber</a>, a global leader in private and secure messaging and voice-based communication, is signing the EU Code of Conduct in its commitment to prevent and counter the spread of hate speech online in the EU. On May 10, 2022, Idit Arad, Rakuten Viber’s General Counsel – who serves as the company's "privacy guardian" – joins the head of the EU Commission for Justice, Consumers &amp; Gender Equality, Didier Reynders, in Brussels to sign the agreement.Rakuten Viber connects people from all around the world, through secure one-on-one conversations, groups, and Channels on its platform. It continues to be one of the most popular messaging apps in the Central and Eastern European region with 76% of smartphone penetration. As Rakuten Viber continues to expand its features and create new ways for its users to communicate with each other, the company is committed to building a <a href="https://www.forbusiness.viber.com/en/blog/post/how-brands-can-find-the-most-secure-messaging-app-for-business-use/">secure messaging platform</a>. Rakuten Viber will ensure its users feel safe no matter how they are communicating.The signing is taking place in Brussels, Belgium, on May 10. Rakuten Viber will work with the EU Commission for Justice, Consumers &amp; Gender Equality, as well as trusted Non-Governmental Organizations (NGOs) to monitor, analyze, and remove hateful speech on its communication platform.&nbsp;NGOs involved in the code of conduct include Spanish Observatory on Racism and Xenophobia (OBERAXE) in Spain, Ligue Internationale Contre le Racisme et l’Antisémitisme (LICRA) in France, Centro Studi Regis in Italy, National LGBT Rights Oganisation (LGL) in Lithuania, and many others all across Europe. Rakuten Viber is implementing the necessary tools to help trusted NGOs report hateful comments. It will have a dedicated form on its platform specifically for the NGOs and authorities in order to streamline their process and ensure Rakuten Viber can take action and remove the content in the quickest way possible. By working together with the NGOs, Rakuten Viber can make sure every experience on the platform is a positive one by protecting against the spread of illegal hate speech.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Code_of_Conduct_1_a0471aad26.jpg"><figcaption>Idit Arad, Rakuten Viber’s General Counsel, and Didier Reynders, Head of the EU Commission for Justice, Consumers &amp; Gender Equality</figcaption></figure>Rakuten Viber has dedicated resources to train and support its content moderation teams, who will make assessments of the hateful content and take the necessary steps to remove it. To provide a better understanding of the tools available, Rakuten Viber will also be reaching out to the NGOs to provide training as well as online explanations.&nbsp;The feature that will benefit the most from the Code of Conduct signing is the Rakuten Viber Channels. People from around the world can subscribe to Channels to discover the latest news, take polls and quizzes, and gain access to exclusive content. They also enable a public forum for conversation and this Code of Conduct will ensure the right measures are in place to monitor the content. If hateful content is shared, the message can be flagged by one of the participating NGOs or other users, and the moderation team will be able to review it.&nbsp;In the latest Code of Conduct evaluation monitoring round, in 81% of the cases, the notifications were assessed in less than 24 hours and action was taken where necessary. Rakuten Viber also intends to remove the reported hate speech within 24 hours. The Code of Conduct has resulted in positive changes to many online platforms.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Code_of_Conduct_2_445fb49c40.jpg"><figcaption>Didier Reynders and Idit Arad in Brussels, Belgium</figcaption></figure>“Rakuten Viber has always been committed to the <a href="https://www.forbusiness.viber.com/en/privacy/">privacy and safety</a> of its users. With this recent signing, we can drive this point forward even further,” says Idit Arad, General Counsel for Rakuten Viber. “Our extensive list of privacy features, like end-to-end encryption, disappearing messages, and hidden chats give our users enhanced privacy when exchanging personal messages. Now, in our open communication features like our Channels, Rakuten Viber users can get involved knowing we have their best interests at heart.”In addition to combating hate speech within the platform, Rakuten Viber strives to fight against other unethical behavior and to prevent additional illegal activities like trafficking, bootlegging, scamming, and more.

Rakuten Viber signs EU Code of Conduct to ensure safety and security for its users

In signing the EU Code of Conduct, Rakuten Viber continues its commitment to provide safe messaging

As the world becomes more and more digital, businesses are turning to mobile and messenger marketing because it allows them to have direct, one-on-one conversations with their audiences and build relationships that can’t be built using other marketing channels. Simply put, it's a great way to connect with customers. As a brand, you can offer them transactional updates, promotional messages (discounts, special offers), and conversations that are great to provide around-sales customer support. This can be done in a number of ways, including sending personalised one-on-one messages, broadcasting messages to groups of segments, and creating automated message sequences.&nbsp;<a href="https://www.forbusiness.viber.com/en/business-messages/">Learn more about the types of Rakuten Viber business messages.</a>&nbsp;Here are the top 5 key messaging trends for businesses to follow in 2022.Trend 1. Increased Personalization.With consumers shifting between screens multiple times a day and interacting with many brands, it’s becoming more difficult for businesses to stand out. As messaging apps become more popular, businesses are starting to see the value in personalizing their messages to their target audience and creating a more intimate connection. For companies who own a CDP or a CRM, this is the perfect time to<a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/"> leverage that data to create laser-targeted messages</a>, sending content that is relevant to the recipient and their interests.Trend 2. More Visual Content.With the rise of platforms like Instagram and Snapchat, people are becoming more accustomed to consuming visual content. This trend is starting to carry over into messenger marketing, with businesses using more visuals in their messages to capture attention. At Rakuten Viber, we have seen great results when brands use emojis, images and <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">videos in their business messages</a>, as well as create <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">AR Rakuten Viber Lenses</a> and <a href="https://www.forbusiness.viber.com/en/success-stories/story/raiffeisen-bank/">branded Rakuten Viber stickers</a>.From quizzes and polls to games and augmented reality experiences, in 2022 there are so many possibilities for brands to produce content to capture attention and keep audiences engaged. Such types of content is great to collect interaction metrics that can be used to create more effective creative in the future.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_Viber_Business_Messages_Stickers_and_Viber_Lenses_ca9836fa7b.png"><figcaption>Examples of Rakuten Viber Business Messages, Stickers and Viber Lenses</figcaption></figure>Trend 3. Increased Focus on Engagement.Unlike traditional marketing, messaging is a two-way conversation, and businesses are starting to see the value in using mobile messaging to truly engage and connect with their customers through a conversation, rather than just sending one-way messages. In order to create that engagement and build a connection, businesses need to create messages that are relevant and interesting. Brands also need to be responsive and available to answer any questions that customers may have. By focusing on engagement, companies can create a more personal connection with their consumers, and this in turn can lead to higher satisfaction and loyalty.<a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">Conversation, not Monologue</a>Trend 4. Increased Automation.As more people use messaging apps, companies are starting to see the <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">increased value in using bots </a>or other automated means without the need for manual input. Such messages can be used for a variety of purposes, including appointment reminders, shipping updates, and more. This can free up time so managers and marketers can focus on other aspects of their business.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Engaging_Viber_Business_Messages_and_Viber_Chatbots_3ef891092b.png"><figcaption>Engaging Rakuten Viber Business Messages and Chatbots</figcaption></figure>Trend 5. Orchestration at its best.Analytics has become a must-have feature for every marketer. In 2022, companies are measuring not just open rates, CTR, and conversions, but also adding more sophisticated metrics and evaluating the efficiency of their campaigns on a granular level.There are a few reasons why using messenger apps to connect with your customers grows in popularity and is a big trend in 2022.The first one is reach. There are now more people using messaging apps than ever before. Over three billion people have used messaging apps in 2021, and <a href="https://www.emarketer.com/content/sizing-mobile-messaging-app-opportunity-marketers" target="_blank" rel="noopener noreferrer nofollow">more than 75%</a> of internet users worldwide are expected to use one monthly by 2024. You can reach a large audience with relatively little effort. People are more likely to check their messenger app than their email inbox, and this means you can communicate with more people than using the traditional methods.Second, the time of engagement has been increasing over the years. The latest <a href="https://hootsuite.widen.net/s/nx7kvjjjr6" target="_blank" rel="noopener noreferrer nofollow">Digital 2022 report says</a> that now people are spending even more time on messaging apps than they are on social media.&nbsp;Third, the quality of engagement is outstanding. Because of an ability to communicate with your customers one-on-one and with content targeted to their interests, it is no wonder why the leading marketers use messenger apps to boost sales.&nbsp;<a href="https://www.forbusiness.viber.com/en/success-stories/">See the success stories and case studies of how companies used Rakuten Viber Business Messages to take their marketing to the next level.</a>&nbsp;Here is a list of some of the marketing activities that brands do on Rakuten Viber:<ul><li style="text-align:justify;">Offer discounts and special offers</li><li style="text-align:justify;">Run native and non-intrusive ads</li><li style="text-align:justify;">Upsell and cross-sell products through the chat interface</li><li style="text-align:justify;">Run competitions, quizzes, and polls to get customers' attention</li><li style="text-align:justify;">Engage with people via stickers and creative branded lenses</li><li style="text-align:justify;">Collect leads and follow up with customers</li><li style="text-align:justify;">Provide automated 24/7 customer support</li><li style="text-align:justify;">Help with purchase and delivery issues in real time</li><li style="text-align:justify;">Offer loyalty and reward programs</li><li style="text-align:justify;">Announce new products or special offers</li><li style="text-align:justify;">Engage into 360 marketing campaigns and drive traffic to your chatbot, channel or website</li></ul><a href="https://www.pedowitzgroup.com/26-statistics-on-why-you-should-consider-omni-channel-marketing/">Recent studies</a> show that 90% of customers expect consistent interactions with brands across channels.&nbsp;What’s next: From Chatbots to Conversational AI and immersive experiencesAt Rakuten Viber, we have been at the forefront of <a href="https://www.forbusiness.viber.com/en/blog/post/vibers-10th-anniversary/">messenger innovation for over 10 years</a>. We were the first messenger to launch business messages, and we are now focusing on <a href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">Conversational Commerce</a>. There are a number of trends that are emerging in the world of messenger marketing. In addition to the top 5 trends listed above, we suggest keeping an eye out for the following:<ol><li style="text-align:justify;">Using AI to send personalized messages: With the help of AI, businesses will be able to send highly personalized messages to their customers. This will help to increase engagement and conversions.</li><li style="text-align:justify;">Integrating messenger marketing with other media channels: <a href="https://www.forbusiness.viber.com/en/blog/post/mobile-marketing-strategy-101/">Messenger marketing</a> will be used in conjunction with other channels, such as email and social media. This will help to amplify the brand’s marketing efforts and reach a wider audience.</li><li style="text-align:justify;">Augmented Reality (AR) and Virtual Reality (VR): Messaging apps will be used in conjunction with AR and VR to create immersive experiences for customers. This will help increase engagement and conversions even further.</li></ol>How to Make Messaging Work for Your BusinessIf you're like most business owners, you're always looking for new ways to reach and engage your target audience. And with the rise of messaging, there's no better time to start using this powerful tool to connect with your customers and grow your business today. If you're looking for <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">how to open a Rakuten Viber Business account</a> and start engaging your customers through messenger marketing, you've come to the right place. <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">This guide</a> will show you everything you need to know to get started, from setting up your account to creating your first campaign.&nbsp;At Rakuten Viber, we are often asked how businesses can make the most of their efforts. <a href="https://www.forbusiness.viber.com/en/">Browse our website</a>, <a href="https://www.forbusiness.viber.com/en/blog/">blog</a> and <a href="https://www.forbusiness.viber.com/en/success-stories/">case studies</a> for inspiration, but here are a few key things to keep in mind for the best results.<ul><li style="text-align:justify;">Send timely and relevant messages</li></ul>One of the best things about messenger marketing is that you can use it to send messages to the right audience and at the right time. For example, if you're running a sale or promotion, you can let your customers know about it and get them to take advantage of it.<ul><li style="text-align:justify;">Create messages that are personal and relevant</li></ul>Remember, the goal is to build relationships with your contacts, so your messages should be designed to start a conversation.<ul><li style="text-align:justify;">Employ messaging to segment your audience</li></ul>This means that you can send different messages to different groups of people based on their interests, needs, and preferences. This is a great way to maximize your first-party data and ensure that your messages are relevant and that they're getting to the right people.<ul><li style="text-align:justify;">Nurture your leads&nbsp;</li></ul>If you have a list of leads, you can use business messages to nurture them and turn them into customers. All you need to do is send them creative that will help them move down the sales funnel.<ul><li style="text-align:justify;">Build relationships</li></ul>Remember, because it's a two-way medium, not only can you send messages to your customers but also receive feedback from them. This gives you the perfect opportunity to engage in conversations, answer their questions, and build relationships.Finally, don't be afraid to experiment. Using messenger apps for marketing is still a relatively new field, so there's no one-size-fits-all approach. Try different techniques and see what works best for your business.Do not hesitate to <a href="https://mail.google.com/mail/u/0/?fs=1&amp;tf=cm&amp;source=mailto&amp;to=messaging@forbusiness.viber.com">contact us</a> to learn how messenger marketing tools like Rakuten Viber can benefit your business.

Messenger Marketing: Top Business Trends To Watch in 2022

Mobile messaging marketing trends 2022: personalization, visual content, engagement, and more

As a retailer, you are no doubt looking for ways to boost sales and attract new traffic, be it foot traffic or online visitors. With people spending more time on mobile devices than ever before, both traditional retailers and those running e-commerce stores have been increasingly using Rakuten Viber business messages for retailers. Rakuten <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a>. The beauty of this marketing channel is that retailers can connect with their customers through personalized, one-on-one communication but at the same time reach audiences at scale.&nbsp;In this blog post, you’ll learn about:<ul><li style="text-align:justify;">3 types of Rakuten Viber Business Messages that are best for retailers</li><li style="text-align:justify;">Key benefits of using Rakuten Viber to engage your customers and boost sales</li><li style="text-align:justify;">How to open a Rakuten Viber Business account</li></ul><h2 style="text-align:justify;">3 types of Rakuten Viber Business Messages that are best for retailers</h2>TransactionalKeep your customers updated on their order status and do it in real time. When a purchase is made online, a buyer will receive a confirmation message informing them that their order has been placed and is on its way. Transactional messages are sent automatically based on triggers when a user performs a certain action. You can set as many triggers as you like and keep your buyers updated <a href="https://www.forbusiness.viber.com/en/blog/post/connecting-with-your-audience-through-viber-at-all-steps-of-the-customer-journey/">throughout multiple steps of the purchase journey</a>.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_transactional_Viber_Business_Messages_96f6dfa130.png"><figcaption>Examples of transactional Rakuten Viber Business Messages</figcaption></figure>PromotionalRakuten Viber business messages are a great way to promote sales, new products, or special events. The messages are personal and can be customized to target specific groups of people—for example, those who live in a certain area or have made a purchase in the past. With Rakuten Viber, retailers can send one-on-one messages as well as communicate with specific audience segments. For companies with a CDP or a CRM, Rakuten Viber offers a powerful API that allows businesses <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">to send personalized messages</a> of any size and type tailored to each segment of the target audience, making it an ideal tool for retailers who want to reach a specific audience with their marketing messages.&nbsp;A prime example of using audience segmentation in tandem with personalized Rakuten Viber business messages is <a href="https://www.forbusiness.viber.com/en/success-stories/story/quadx/">QuadX</a>, a retail logistics company that specializes in cross-border digital logistics and e-commerce payment processing. To communicate with their customers through the messaging app, QuadX works with <a href="https://promotexter.com/viber/">Promotexter</a>, Rakuten Viber’s official messaging partner. QuadX’s ShippingCart service allows shoppers across the Philippines to receive orders from online vendors in North America and Europe. After launching their UK delivery service, QuadX wanted to increase the volume of purchases from the UK merchants; to achieve that, they segmented their audience and targeted those who had previously bought from the US sellers but hadn’t yet tried the UK shipping service. Quadx then targeted this specific audience with business messages on Rakuten Viber, personalized by interests. Results? 25% of those who had shopped in the US and were reached via Rakuten Viber made a purchase from the UK; 187% KPI achievement with UK transactions growth reaching 300% YoY.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_Promotional_Viber_Business_Messages_from_Quadex_and_COMFY_44449f3831.png"><figcaption>Examples of Promotional Rakuten Viber Business Messages from Quadex and COMFY</figcaption></figure>Another fantastic example of how Rakuten Viber Business Messages can benefit a retailer comes from <a href="https://www.forbusiness.viber.com/en/success-stories/story/comfy/">Comfy</a>, a major multichannel retailer of household appliances and electronics in Ukraine. Comfy used Rakuten Viber Business Messages to combine immediate reach, rich media, and compelling CTAs linking to their website or targeted actions—and solve the cart abandonment issue. Working with Rakuten Viber’s official messaging partner, <a href="https://www.gms-worldwide.com/enterprises/business-communications-suite/viber-business-messages/">Global Message Services</a>, Comfy achieved a 30% higher conversion rate than with SMS—and a 10% turnover increase.<a href="https://www.forbusiness.viber.com/en/success-stories/">Learn more about these and other Rakuten Viber for Business case studies</a>ConversationalThe retail industry has been through a lot of changes in the past few years. With the growth of online shopping, brick-and-mortar stores have had to work harder than ever to keep up with the competition. But one area where they may have an advantage is in the realm of customer service. While online retailers have the benefit of being able to reach a larger audience, they often lack the personal touch that brick-and-mortar stores can provide. Conversely, a brick-and-mortar seller might wish to expand its audience. This is where Viber can prove invaluable for both traditional retailers and online stores. Because Rakuten Viber is a messaging app that allows businesses to communicate in a more personal way, it can help retailers connect with their audiences, provide them with customer service, and <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">launch two-way conversations</a>, ultimately leading to increased sales, processes optimization, and improved customer relations.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Conversational_Viber_Business_Messages_0f2257f430.png"><figcaption>Conversational Rakuten Viber Business Messages</figcaption></figure>Conversational messages are a powerful yet versatile tool capable of achieving multiple objectives. An excellent example of application comes from <a href="https://www.forbusiness.viber.com/en/success-stories/story/dexpress/">D Express</a>, an express courier service in Serbia. They sent personalized delivery status updates using Rakuten Viber Business Messages—but rather than just being a one-sided tool to inform, these messages also empowered customers giving them more control over the shipment process and communication with the brand: customers could reply directly to them to update the delivery schedule or redirect a shipment. It helped optimize both the logistics and communication while getting 300K messages delivered and improving delivery rate by 15%.<a href="https://www.forbusiness.viber.com/en/business-messages/">Learn more about the types of Rakuten Viber Business Messages</a><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Example_of_Conversational_Viber_Business_Messages_from_D_Express_7593af1ba8.png"><figcaption>&nbsp; Example of Conversational Rakuten Viber Business Messages from D Express</figcaption></figure><h2 style="text-align:justify;">Key benefits of using Rakuten Viber to engage your customers and boost sales</h2>If you’re in retail or e-commerce, you know the importance of customer service and how it can make or break your business. In today's fast-paced environment, people expect quick responses to their inquiries and problems. Because of Rakuten Viber’s popularity, with over 1 billion people using it worldwide, and the convenience of having so many features available for people within one app, it is a natural choice for retailers to engage with customers through Rakuten Viber for all types of messages.Here are some of the <a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">benefits</a> for your retail or e-commerce business:1. Security and reliabilityFor users, Rakuten Viber offers end-to-end encryption, and for businesses—encryption in transit so you can be sure that your <a href="https://www.forbusiness.viber.com/en/blog/post/how-brands-can-find-the-most-secure-messaging-app-for-business-use/">messages are always secure</a>. With Rakuten Viber Business Messages, retailers and e-tailers can communicate with customers in a secure and reliable way, ensuring that sensitive information is never compromised. Rakuten Viber does not store messages on servers and uses only a secure HTTPS connection–all designed for safe communication between brands and users. At the same time, users can easily check whether the brand that is sending business messages is verified–official business accounts have a "blue tick" near their name, and official business profiles may include information about the brand, logo, address and phone number. In addition, Rakuten Viber Business Solutions is highly scalable and able to support large numbers of messages and users without any slowdown. This makes it the perfect platform for retailers who need to communicate with a large number of customers on a daily basis.2. Quick responses to customersIn the 21st century, speed is everything, and quick, immediate responses are key to company success. With Rakuten Viber, you can quickly reply to customers’ inquiries and address their concerns.By increasing customer satisfaction through fast and helpful responses, you get repeat business and positive word-of-mouth. Plus, Rakuten <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">Viber's rich media capabilities</a> allow you to send photos, videos, and other types of content to customers, making it easier and faster to solve their issues. And with Rakuten Viber's advanced tech, you can automate responses to common questions.Here are some ideas for the messages that can be automated:<ul><li style="text-align:justify;">Greet a new buyer with a “welcome” message and exploitation tips for newly bought products</li><li style="text-align:justify;">Send a “thank you” message after they make a purchase</li><li style="text-align:justify;">Follow up with those who abandon their shopping carts to remind them to complete their purchase</li><li style="text-align:justify;">Inform about your latest products and promotions</li><li style="text-align:justify;">Send automated messages based on the customers’ interactions with your store</li></ul>3. Improved customer retentionRakuten Viber offers a number of features that can help retailers improve retention. For example, you can remind them to finish their purchase and reduce cart abandonment by sending personalized discounts on added or saved products, and prevent them from going to a competitor. You can also use Rakuten <a href="https://www.forbusiness.viber.com/en/blog/post/what-are-viber-business-messages/">Viber Business Messages</a> to send special offers and customized discounts to your most loyal customers. This will keep them engaged with your brand and encourage them to make repeat purchases.4. More efficient customer serviceBy having all of your customer service communications in one place, you can save time and be more organized. Reach out to your audiences directly through their Rakuten Viber app. This way, you can provide them with the information they need, <a href="https://www.forbusiness.viber.com/en/blog/post/staying-connected-with-your-customers-the-rising-importance-for-businesses/">when they need it</a>, without having to wait on hold or go through a call center. Plus, Rakuten Viber Business Messages is a more cost-effective solution for your business since for promotional and transactional messages you only pay for the messages delivered, and for conversational messages–per sessions.5. Maximize the use of first-party dataAs a retailer, you have a wealth of first-party data at your disposal. This data can be used to create highly <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized and targeted marketing campaigns</a> that will resonate with your customers.With Rakuten Viber, you can reach your audiences where they are already spending a significant amount of time–on their mobile phones. Viber’s rich media capabilities allow you to create engaging and visually appealing messages that will capture your customers’ attention.Best of all, you can send messages targeted by segments defined by you, so you can be sure you are connecting with the right people, the right message, at the right time, and on the right device.<h2 style="text-align:justify;">How to open a Rakuten Viber Business account</h2>Setting up a Rakuten Viber business account is quick and easy, and can be done in just a few steps.Step 1. Choose a messaging partner for your business.Step 2. Create and register your own Rakuten Viber Business account.Step 3. Receive an official “blue tick” approval from Viber and start benefiting from Rakuten Viber for Business.<a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Read more about starting an official Rakuten Viber Business account</a>Overall, Rakuten Viber messages offer a number of benefits for retailers. They are a quick and easy way to communicate with customers, and they can help build relationships and loyalty, increase sales, and encourage repeat business.<a href="mailto:messaging@forbusiness.viber.com">Contact our onboarding team today to learn more and to get started</a>

Rakuten Viber Business Solutions for Retailers: How to Increase Sales and Engagement

Rakuten Viber business messages for retailers. Types of messages, benefits, and how to get started

Did you know that 73% of customers prefer messaging with businesses? If you're looking for a messaging solution for your business that has a focus on customer service, then you should definitely check out Viber. Viber is a great choice for medium and large businesses, and it offers a variety of features that can help you deliver an excellent customer service experience, <a href="https://www.forbusiness.viber.com/en/blog/post/staying-connected-with-your-customers-the-rising-importance-for-businesses/">stay in touch with your customers</a> and provide them with the support they need.Affordable and easy-to-use, Viber Business Messages lets you easily manage all of your customer service conversations in one place. This means that you can respond to customer queries quickly and efficiently, and you can also keep track of all your customer service interactions in one central location.<h2 style="text-align:justify;">A suite of tools to improve customer service: Viber Business Messages and Viber Chatbots</h2>Simply put, <a href="https://www.forbusiness.viber.com/en/blog/post/what-are-viber-business-messages/">Viber Business Messages</a> is a way for companies to communicate with their customers in real time via their <a href="https://www.forbusiness.viber.com/en/blog/post/why-are-official-accounts-in-messengers-so-important-for-your-company-s-reputation/">official Viber business account</a>. If your business is like most, you know that customer service is important. You also know that it can be a challenge to provide the best possible assistance. That's where Viber can help.There are three types of <a href="https://www.forbusiness.viber.com/en/business-messages/">Viber Business Messages</a>, and all fit well to customer service needs.<ul><li style="text-align:justify;">Conversational messages let you have a dialogue with your customers, and not just be a one-way communication</li><li style="text-align:justify;">Transactional messages keep your buyers updated about the status of their order, be it purchase, delivery or a bank transaction</li><li style="text-align:justify;">Promotional messages are a great way to keep your customers informed about product updates, special offers and promotions.</li></ul><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Different_types_of_Viber_Business_Messages_043d2ecacf.png"><figcaption>Different types of Viber Business Messages</figcaption></figure>A great thing about the use of Viber Business Messages for customer service is that you don’t need to limit them just to text. In fact, <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">messages that include rich media</a>, images or stickers tend to get better engagement and results.<a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Getting started with Viber Business Messages </a>is easy. An API is available, making it easy to connect and start conversations with your customers in no time.Viber Chatbots is another powerful tool to use in customer service. There are <a href="https://www.forbusiness.viber.com/en/blog/post/product-evolution-chatbots/">many benefits of using Viber Chatbots</a> for companies, some of which include:&nbsp;<ul><li style="text-align:justify;">Customer service tasks automation, such as answering FAQs</li><li style="text-align:justify;">24/7 support: Viber chatbots can provide 24/7 customer service, which can be extremely beneficial for companies who want to offer excellent service</li><li style="text-align:justify;">Increasing sales by providing personalized recommendations and suggestions</li><li style="text-align:justify;">Improving customer engagement through a more interactive and immersive experience.</li></ul>It’s easy to create a Viber Chatbot and connect it to our API. Just follow <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">three simple steps</a> to create a chatbot yourself or with one of our partners.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_Viber_Chatbots_ffac8ee968.png"><figcaption>Examples of Viber Chatbots</figcaption></figure>Once you start using these solutions, you will quickly see that Viber is a powerful communication tool that lets you connect with your customers in a more personal and efficient way. You can quickly respond to user inquiries, resolve issues, and build better relationships with your customers, all ultimately resulting in better ROI and more sales.<h2 style="text-align:justify;">How Viber can help improve your business’ customer service</h2>Send and receive messages in real-time. With Viber, you can quickly respond to buyer inquiries. This means that your customers will get the information they need in a timely manner, and can avoid the frustration of waiting for a response. And if you are using Viber Chatbots, this can be a great way to offer 24/7 support and resolve issues even faster. There's no need to wait for a phone call or an email—the customers will hear from you right away.&nbsp;Track customer support requests. If a customer has an issue, you can use Viber to quickly resolve it. People will be happy with your service, and you can avoid the hassle of dealing with customer complaints. This transparency leads to increased customer satisfaction. But also, you can use this knowledge to share with other departments in your organization to help them improve the product or service, and the customer service messaging becomes another form of analytics.Create a knowledge base. By using Viber to communicate with your clients, you can be building a base of most frequently asked questions, thus having the answers ready when asked. Being able to provide quick answers leads to building better relationships with audiences. This way, you can create a loyal customer base that will be more likely to do business with you in the future.Personalize customer service. With Viber, businesses can provide a more personalized service. You can add a personal touch to your messages, and customers will appreciate the extra effort. If you are using a CDP, we encourage you to send messages based on <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">customer segment interests</a> or their steps in the purchase journey. It is easy to build such communication through Viber, and it makes the customer feel special thanks to the brand’s knowledge of their choices and preferences.Inform customers about what’s new. Viber can be used for increased engagement to start conversations with customers and to keep them updated on new products and services. It's easy to keep your users engaged with your brand. And it’s not just a one-way communication. You can always use <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversations on Viber</a> to collect feedback and ask your customers what they think about your new products and services.Train your customer service team quickly and efficiently. Viber Business Messaging Solutions are easy to use, so you can get your team up and running in no time. It’s all intuitive and doesn’t require special knowledge or major training.Automate your messages. When something can be automated, it should be! Your staff can focus on more difficult tasks that can’t be solved by a robot. There are many types of messages that can be automated, from FAQs like store hours to updates on the order status, or even the happy birthday messages.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Improving_customer_service_with_Viber_Business_Messages_and_Viber_Chatbots_e848b4bc01.png"><figcaption>Improving customer service with Viber Business Messages and Viber Chatbots</figcaption></figure><h2 style="text-align:justify;">Essential Tips to Master Communication With Customers in Real-Time</h2>By following these tips, you can use Viber to improve your business’ customer service and make it more efficient, engaging and fun.&nbsp;1. Keep it personal. Address your customers by name and use personal pronouns when appropriate. This will help create a more personal connection.2. Be responsive. Customers appreciate when businesses are responsive to their inquiries and concerns. Make sure to reply to messages in a timely manner. Instantly, when possible.3. Be clear and concise. When communicating with customers, make sure to be clear and concise. This will help avoid any confusion and ensure that your message is communicated effectively.4. Use rich media. Rich media, such as images, videos, and emojis, can help capture your customers’ attention and make your communication more engaging.5. Take advantage of Viber’s features and benefit from one-to-one, personalized messages. Explore a variety of <a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">benefits of Viber Business Messages</a>. You can add CTA buttons, attach files and send videos, keep interactive conversations from your verified official business account, collect data from the campaigns analytics, and more.&nbsp;There are <a href="https://www.forbusiness.viber.com/en/success-stories/">thousands of businesses</a> that have used Viber for Business solutions to improve their client service.For example, <a href="https://www.forbusiness.viber.com/en/success-stories/story/dexpress/">D Express</a>, an express courier service in Serbia, sent personalized delivery status updates using Viber business messages, and customers could reply to them directly to update the delivery schedule or redirect a shipment. It helped optimize the logistics and communication, while getting 300K messages delivered per month and improving delivery rate by 15%.Another business, the <a href="https://www.forbusiness.viber.com/en/success-stories/story/primer/">Primer Group of Companies</a> in the Philippines–which sells consumer goods from different brands–established its online presence for customers during the pandemic with Viber Business Messages, using it to send digital vouchers with codes for discounts. The result? Engaged customers with a 53% code redemption conversion rate and 401% increase in sales.<h2 style="text-align:justify;">Viber offers businesses a messaging solution that is reliable, fast, and easy to use</h2>If you’re not already using Viber for your business, you’re missing out on a powerful tool that can help you improve customer service and grow your business. Here’s why you should give Viber a try:<ul><li style="text-align:justify;">A rich set of features that are perfect for businesses</li></ul>With Viber, you can send text, voice, and video messages, as well as share photos, documents, and other files.&nbsp;<ul><li style="text-align:justify;">Trusted by businesses around the world</li></ul>Viber is used by businesses of all sizes in a variety of industries. And it’s not just big names that are using Viber – startups are finding success with Viber, too.<ul><li style="text-align:justify;">Viber Business Messages and Viber Chatbots are easy to set up and use</li></ul>You can get started with Viber Business Messaging Solutions really fast. And if you need help, <a href="mailto:messaging@forbusiness.viber.com">our team</a> is always available to answer your questions.&nbsp;<ul><li style="text-align:justify;">Messaging for customer service is affordable</li></ul>Viber is a cost-effective way to communicate with your customers and you get great value for your customer service budget.<ul><li style="text-align:justify;">Build engaging connections with your customers</li></ul>It is the most important reason, of course. With Viber, you can reach your customers wherever they are. While Viber is available on all major platforms, you can be sure that your messages will always get through even if there is no internet access: there is an sms fallback options for situations like that.&nbsp;Overall, Viber is an excellent choice and essential tool for businesses that are looking for a messaging solution with a focus on customer service. By staying in touch with clients and providing them with the information they need, businesses can create a better experience and build loyalty. If you’re ready to improve your customer service and grow your business, <a href="https://share.hsforms.com/12dJLE_P8S9SFBitFV8l1Fw4fpwx">get in touch with us today</a>.

Improve customer service with Viber messaging solutions

Viber Business Messages and Viber Chatbots: advantages, how to use, and getting started

Rakuten Viber, a global leader in cross-platform messaging and voice-based communication, shares insights about industry trends and challenges, Rakuten Viber for Business solutions, and the future of business communications and messaging.On May 30, 2022, Rakuten Viber’s senior management came to Algiers, Algeria for their first media roundtable in the country to present the business offer of the popular app. To the media representatives in attendance, the Rakuten Viber team shared the company’s perspective on a few key topics, such as the current trends and challenges in the industry, an introduction of <a href="https://www.forbusiness.viber.com/en/viber-for-business/">Rakuten Viber for Business solutions </a>and their benefits for various industries and businesses, and the company’s objective to become a super-app.&nbsp;<h3 style="text-align:center;">A new era for consumer and brand communication</h3>Smartphone usage is on the rise and, with it, the amount of hours users spend on mobile. More importantly, over 95% of internet users access chat and messaging apps. Users expect to be able to solve more tasks without switching between different apps, they tend to use their favorite apps much more, and messengers are often among those favorites. Moreover, people want to have dialogues with brands in messaging apps: 74% of users prefer messaging with businesses if a real person is responding. In this mobile-first world, it is increasingly important for brands to be where their users are and leverage tools for <a href="https://www.forbusiness.viber.com/en/blog/post/messenger-marketing-top-business-trends-to-watch-in-2022/">effective mobile and messenger marketing</a>. Rakuten Viber is well-placed to make the most of these trends: in Algeria alone, Rakuten Viber facilitates over one billion calls, over twelve billion messages, and timeless connections between users and brands.<h3 style="text-align:center;">&nbsp;Rakuten Viber for Business: core solutions for brand-user interaction</h3>From a business perspective, Rakuten Viber offers advertising solutions (native ads, branded stickers, and lenses), messaging solutions (chatbots, business messages), and calling solutions (business calls). All these tools help businesses to reach their customers at each stage of the customer journey: attract, interact, transact, and stay in contact.&nbsp;<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Berina_Tanovic_Senior_Partnership_Manager_in_MENA_at_Rakuten_Viber_53092eb97b.jpg"><figcaption>Berina Tanovic, Senior Partnership Manager in MENA at Rakuten Viber</figcaption></figure>Today, more than 8,500 brands across the world rely on <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Rakuten Viber business messaging solutions</a> to strengthen 1-to-1 communications with their customers. By focusing on both user expectations and brands’ business needs, last year, the company recorded:<ul><li style="text-align:justify;">A 20% global growth in the number of Rakuten Viber Chatbots, where customers get automated replies to requests in real-time 24/7. Chatbots offer a mini-app experience for brands that want to offer their service on Rakuten Viber in a native conversational way.</li><li style="text-align:justify;">A 55% growth in delivered <a href="https://www.forbusiness.viber.com/en/business-messages/">Rakuten Viber Business Messages</a> in the world. The purpose of Rakuten Viber Business Messages is to bring brands closer to customers via a single channel that has everything one needs for a fruitful interaction: from driving purchases via <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized promotional messages</a> to delivering important notifications via transactional messages and providing<a href="https://www.forbusiness.viber.com/en/blog/post/improve-customer-service-with-viber-messaging-solutions/"> around-sales customer support</a> via conversational messages.</li><li style="text-align:justify;">Business messaging is a trend Rakuten Viber expects to keep growing globally, and in Algeria as well, where we recorded a 243% increase in delivered business messages for the last 6 months of 2021.</li></ul>To increase their visibility and attract new users, brands can also leverage <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Rakuten Viber advertising</a> solutions. Native, non-intrusive Rakuten Viber Ads with different targeting capabilities continue to gain popularity. Last year, the volume of ad impressions on Rakuten Viber grew by 70%, showcasing the significant interest from advertisers across the world. Among the top-performing verticals worldwide are health and fitness, which grew by 90%, energy by 56%, and transportation by 51%. The app has also seen a spike in new advertising categories such as recruitment and local businesses, reflecting the pandemic’s influence on business and the job market.&nbsp;Recently launched, <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">branded Lenses</a> that help brands stay relevant for a Gen Z audience, and Rakuten Viber Stickers are other creative tools to leverage visibility and engage with the brand’s existing and potential customers by using viral and interactive solutions.&nbsp;However, messaging and advertising solutions are not the only ways to connect users and brands. Later this year, Rakuten Viber is planning two major launches: Commercial accounts on Rakuten Viber will make brands searchable and arrive alongside a uniquely valuable service—Business Calls. These two changes will enable a scenario where a user can find a brand within Rakuten Viber, open their business page, and call or message them directly from the app.Moreover, both brands and users trust Rakuten Viber thanks to its unwavering commitment to <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-signs-eu-code-of-conduct-to-ensure-safety-and-security-for-its-users/">security and privacy</a>. Security is incorporated in the DNA of the company with features like end-to-end encryption for private, group chats and private calls by default, IP whitelisting, HTTPS-only connections, and encryption in transit for business messages—to name a few.<h3 style="text-align:center;">An app of the future: Rakuten Viber’s long-term vision</h3>"Today people no longer want to use apps for different needs separately. On average app users spend 77% of their time on their top 3 apps, and almost half of their time in one single app. People nowadays seek one gateway to many options in one place", says Berina Tanovic, Senior Partnership Manager MENA at Rakuten Viber. "Our long-term goals for consumers and for brands form a single all-encompassing strategy of becoming a super-app: to maximize the utility of the app for the user base, so that consumers could solve as many tasks as possible without leaving the comfort of the app—and to allow brands to reach their audience at each stage of the customer journey".

Rakuten Viber live from Algeria: the business side of the popular app

All about Rakuten Viber for Business solutions from the recent Viber media event in Algiers

On June 30, Rakuten Viber led by its Chief Revenue Officer Cristina Constandache, Global Sales &amp; B2B Marketing Senior Director Etienne Dupont, and Senior Messaging Partnership Manager Berina Tanovic gathered at the iconic Blackbird in Makati City with local partners, brands, and members of the press to discuss how the communications platform is shaping the future of conversational commerce. They presented how c-commerce remains to become an important business and marketing tool in the post-pandemic world, especially in the Philippines, which is one of the app’s key growth markets in the Asia Pacific (APAC) region.&nbsp;The future of conversational commerce starts hereFor the past few years, brands both big and small have witnessed the phenomenal rise of <a href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">conversational commerce </a>or what they called c-commerce, particularly at the height of the lockdowns brought by the COVID-19 pandemic. Accessible and convenient, conversational commerce allows any brand to quickly respond to their customers’ needs in a way that’s more natural and personal. Now that borders and markets are opening up, it’s a good time to examine how consumers and businesses can continue to maximize the advantages of c-commerce.&nbsp;Based on the data collected from January to May 2022 versus the same period in 2021, Rakuten Viber stressed that there has been a 123% growth in its conversational business messages, proving that business messages are emerging to become a vital fixture in business plans. In the Philippines, 51% of the top brands that are using Rakuten Viber Business Messages come from finance, 27%—from retail, 10%—from hospitality and travel, 6%—from telecommunications and IT, 3%—from health and insurance, and another 3%—from logistics.At the same time, Cristina Constandache in her presentation underlined that Filipinos remain to be avid social media and app users, spending online through their mobile at an average of <a href="https://datareportal.com/reports/digital-2022-philippines" target="_blank" rel="noopener noreferrer nofollow">5 hours and 47 minutes</a>. But brands should also keep in mind that <a href="https://www.genesys.com/resources/state-of-cx-report" target="_blank" rel="noopener noreferrer nofollow">69% of APAC consumers</a> including Filipinos prefer using mobile <a href="https://www.forbusiness.viber.com/en/blog/post/improve-customer-service-with-viber-messaging-solutions/">messaging for customer service</a>. She also pointed out that <a href="https://www.braze.com/resources/reports-and-guides/2022-global-customer-engagement-review?utm_source=google&amp;utm_medium=paid-search&amp;utm_campaign=fy23-q2-emea-mea_tofu-customer-engagement&amp;gclid=CjwKCAjwk_WVBhBZEiwAUHQCmb9M3J4np3h52biXLnr0smOfM0GXo6KZPi-q57CBW5XJtGqrMQi-DBoCvs0QAvD_BwE" target="_blank" rel="noopener noreferrer nofollow">3.1X increase </a>in user lifetimes among APAC brands that engage customers via a mobile communication channel, allowing them to move customers down the funnel.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Cristina_Constandache_Chief_Revenue_Officer_at_Rakuten_Viber_3847497bef.JPG"><figcaption>Cristina Constandache, Chief Revenue Officer at Rakuten Viber</figcaption></figure>Rakuten Viber for Business solutions for seamless brand-user communicationsA global leader in messaging communication that has become a go-to platform where people come to connect with family, friends, and colleagues—and this time, with brands too, Rakuten Viber is offering a suite of business solutions for seamless brand-user communications. Etienne Dupont highlighted certain business solutions for <a href="https://www.forbusiness.viber.com/en/blog/post/connecting-with-your-audience-through-viber-at-all-steps-of-the-customer-journey/">each point in a marketing funnel</a>. Rakuten Viber offers branded Stickers and <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">Lenses</a>, Ads, Business Messages, Chatbots, and forthcoming Flash calls with Business calls, – these solutions help to build awareness, consideration, conversion, and loyalty.&nbsp;He also emphasized the role and practical use cases of <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Rakuten Viber messaging solutions</a> for brands in offering a more personalized interaction with customers in every touchpoint. <a href="https://www.forbusiness.viber.com/en/business-messages/">Rakuten Viber Business Messages</a> can help brands manage bookings, orders, and deliveries, and even provide post-sales support and collect feedback. What’s even great about this c-commerce tool is that it allows two-way conversations and enhance their chats by allowing brands and users to exchange files, photos, and videos.&nbsp;Etienne Dupont also explained how <a href="https://www.forbusiness.viber.com/en/chatbots/">Chatbots </a>can benefit brands, especially now that 82% of consumers expect immediate response on their queries. With Chatbots that’s also offered by Rakuten Viber, brands now can provide their customers with an elevated automated messaging service that’s available 24/7, offering more perks like opportunities to shop and pay for items right within a single app.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Etienne_Dupont_Global_Sales_and_B2_B_Marketing_Senior_Director_at_Rakuten_Viber_d29be2d6d7.JPG"><figcaption>Etienne Dupont, Global Sales &amp; B2B Marketing Senior Director at Rakuten Viber</figcaption></figure>How brands succeed with Rakuten Viber for BusinessBerina Tanovic then presented success stories of brands that trusted Rakuten Viber’s business solutions. One of these includes Philippine-based <a href="https://www.forbusiness.viber.com/en/success-stories/story/quadx/">QuadX </a>that specializes in digital logistics and e-commerce fulfillment and payments. Recently, they launched a new opportunity called ShippingCart Plus, for subscribers to have a chat with a Personal Account Manager via Rakuten Viber’s conversational business messages. The messaging solution is provided by the trusted Rakuten Viber partner Promotexter. Like a concierge, users can ask live agents for sale alerts, shopping advice, follow-up shipments, special handling, etc. This responds to the study that says&nbsp; <a href="https://www.podium.com/guides/2021-messaging-trends/" target="_blank" rel="noopener noreferrer nofollow">74% of customers</a> prefer messaging with businesses if a real person is responding. As a result, ShippingCart has 100% customer satisfaction.Another successful example is the <a href="https://www.forbusiness.viber.com/en/success-stories/story/primer/">Primer Group</a> of Companies which wanted to provide an alternative and safer avenue for customers to buy essentials during the pandemic. With the help of Rakuten Viber’s official partner Infobip, they enabled online purchases with digital vouchers using codes with discounts sent through Rakuten Viber Business Messages. The results were quite telling: the brand achieved a 53% code redemption conversion rate and a 401% uptick in total sales.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Berina_Tanovic_Senior_Messaging_Partnership_Manager_at_Rakuten_Viber_82985e7128.JPG"><figcaption>Berina Tanovic, Senior Messaging Partnership Manager at Rakuten Viber</figcaption></figure>The possibilities for brands and users are limitless, especially with Rakuten Viber’s long-term vision to become a super-app, a single gateway to multiple services, as Cristina Constandache pointed out."Today people no longer want to use apps for different needs separately. On average, app users spend 77% of their time on their top 3 apps, and almost half of their time in one single app. People nowadays seek one gateway to many options in one place,—says Cristina Constandache, Chief Revenue Officer at Rakuten Viber.—Rakuten Viber’s long-term goals for consumers and for brands form a single all-encompassing strategy of becoming a super-app: to maximize utility of the app for the user base, so that consumers could solve as many tasks as possible without leaving the comfort of the app—and to allow brands to reach their audience at each stage of the customer journey".

Turning chats into brand love: Rakuten Viber live from Manila

Discover how Rakuten Viber is shaping the future of messaging and c-commerce 

<h2 style="text-align:justify;">What's next for messaging apps: a trend towards more features and functionality</h2>An expert opinion from Cristina Constandache, Chief Revenue Officer at Rakuten Viber, one of the world’s largest messaging apps with over 1 billion downloads on Android and thousands of businesses that are using Rakuten Viber for Business Solutions every day to connect with their customers.Messaging and messaging apps have evolved significantly in recent years. They are no longer just a way to send text messages. In fact, they are now full-fledged platforms that offer a variety of services. In this article, we will discuss what’s new and recent in messaging apps in 2022 and what it means not just for end users, but for businesses that are looking for innovative ways to <a href="https://www.forbusiness.viber.com/en/blog/post/connecting-with-your-audience-through-viber-at-all-steps-of-the-customer-journey/">connect with their customers</a>.1. More Services and Features. More personalization. More innovation.People always look for ways to streamline their lives. In the digital age, it is no surprise that there is a demand for getting more out of mobile devices. As messaging apps become more popular throughout the world, we can expect them to add more features and functionality to keep users on their platforms.At Rakuten Viber, we have been more than a messaging app since day one. Today in 2022, the app’s list of features and solutions for a rich user experience includes:<ul><li>Messaging</li><li>Audio and video private and group calls</li><li>Channels</li><li>Stickers</li><li>GIFs</li><li>AR Lenses</li><li>Disappearing messages</li><li>Payments and money transfers</li><li>Rakuten Viber Out: an ability to call any mobile or landline number in the world</li><li>Chatbots and Business Messages to connect with favorite brands</li></ul><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Chatbots_Stickers_and_Lenses_fb9802e008.png"><figcaption>Examples of Chatbots, Stickers, and Lenses on Rakuten Viber</figcaption></figure>We expect to see other messaging apps follow suit and offer more services and features to their users.If we look at the data, the trend is obvious. <a href="https://www.hootsuite.com/resources/digital-trends">As of Q1 of 2022</a>, chats and messaging are the most popular category of digital property, with 95.6% of adult internet users visiting them monthly, the time users spend with these apps daily keeps increasing, too. Moreover, at least 43.5% use social apps to find information about brands and products.As messaging apps offer more services and features, we expect to see more personalization. This is good news for businesses looking for both one-on-one communication and being able to reach huge audiences at the same time. For data-driven companies, there is even better news.&nbsp;Now you can streamline and supercharge your outreach with <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized marketing</a>. This change will allow businesses to better connect with their audiences and see more engagement and results.Innovation will continue to play a big role in the messaging app space. The next big thing could be anything from Augmented Reality (AR) to Virtual Reality (VR). Rakuten Viber has already introduced AR with <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">Rakuten Viber Lenses</a>, and it’s been a huge success. <a href="https://www.forbusiness.viber.com/en/blog/post/viber-for-business-recap-how-brands-and-users-communicated-in-2021/">More than 52 million Lenses</a> captures were generated within the first three months since launch.2. Increased Focus on Privacy and Security.As people become more reliant on messaging apps, everyone is also becoming more aware of the need for privacy and security. Online space is often considered a prime target for hackers and other malicious actors, and over 40% of internet users are concerned that their personal data is being misused. As such, we can expect to see an increased focus on security from messaging app developers. Users are increasingly concerned about their online privacy, and they want to know that their messages are safe from prying eyes.Is Rakuten Viber secure? Yes. Security is incorporated in the app’s DNA and is a priority not only for private user communications but <a href="https://www.forbusiness.viber.com/en/blog/post/why-are-official-accounts-in-messengers-so-important-for-your-company-s-reputation/">in business messaging as well</a>. For private and group chats and private calls, Rakuten Viber has end-to-end encryption which is set by default, as well as two-factor authentication and disappearing messages.&nbsp; For brand-user communication, Rakuten Viber offers encryption in transit, which provides an exceptionally high level of security, so brands and users can rest assured their messages are safe from hackers. Rakuten Viber does not store messages on servers and uses only a secure HTTPS connection. While some of these features were introduced years ago, our security team is always introducing new layers of protection and safety.3. Integration with Other Apps and Services.As messaging apps become more popular, we can expect to see them integrate with other apps and services or enable other apps to serve their customers through the Rakuten Viber platform. This may include features such as the ability to book travel or make restaurant reservations directly from the messaging app—or complex API integrations, such as CDP and CRM integration.At Rakuten Viber, we’ve already integrated with a number of third-party apps and services. Today our users can make utility payments via the app, order taxis and food, pay for parking, book flights, transfer money, and more.&nbsp;4. Conversational commerce.<a href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">Conversational commerce</a> is a term used to describe the use of messaging apps by brands to sell products and services and provide after-sales customer support. This means supporting, promoting, and facilitating sales at every step of the customer journey: from helping users do their research and answering their questions as they’re making a decision to purchase—to the ability to purchase products and services directly from the messaging app. We expect to see more businesses using messaging apps to encourage and conduct transactions in the near future.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_conversations_via_Viber_Business_Messages_52d397ad75.png"><figcaption>Examples of Conversational Business Messages on Rakuten Viber</figcaption></figure>5. Instant response.Messaging apps are designed for instant communication, so it's no surprise that they are being used more and more for <a href="https://www.forbusiness.viber.com/en/blog/post/improve-customer-service-with-viber-messaging-solutions/">customer service</a>. This includes the ability to chat with a customer service representative or to send automated responses to common questions.All Rakuten Viber for Business solutions, including Rakuten Viber Business Messages and Rakuten Viber Chatbots, have been designed with instant response in mind, for all types of messages: conversational, transactional, and promotional. Rakuten Viber users can interact with your brand quickly and easily, without having to wait for an email response or phone call. <a href="https://www.forbusiness.viber.com/en/business-messages/">Rakuten Viber Business Messages</a> are perfect for marketing and for customer service, as they allow businesses to resolve customer queries as quickly as possible, as well as keep audiences up to date. <a href="https://www.forbusiness.viber.com/en/chatbots/">Rakuten Viber Chatbots</a> are a great way to offload some of the customer service burden, as they can provide quick answers to common questions without the need for human involvement. Chatbots are also programmed for real-time responses. It's no wonder that businesses see results, including increased loyalty and sales.What does it all mean for businesses? The trend towards more features and functionality in messaging apps presents a great opportunity. When used correctly, messaging apps can be a <a href="https://www.forbusiness.viber.com/en/blog/post/messenger-marketing-top-business-trends-to-watch-in-2022/">powerful marketing tool</a>. Send targeted messages to customers, offer customer support, and even conduct transactions. If you're not using messaging apps to connect with your customers, you're missing out.&nbsp;<a href="https://www.forbusiness.viber.com/en/viber-for-business/">Learn more about Rakuten Viber and its solutions for businesses</a>Users today want their apps to do more for them. People spend over three-quarters of their app time in <a href="https://www.statista.com/chart/3835/top-10-app-usage">their select three favorites</a> and almost half of that—in just one app. We are about to witness the rise of superapps: one-stop shops for many of users’ needs, from ordering food to booking travel to paying bills.&nbsp;Rakuten Viber has a single long-term strategy for brands and consumers, and it's to become a super-app: to give users maximum utility, so that they can solve many tasks within the comfort of one app—Rakuten Viber—thus creating multiple touchpoints for brands to reach their customers.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Super_app_services_6f1a79ac1a.png"><figcaption>Rakuten Viber add-on services</figcaption></figure>If you would like to learn more about how your business can use Rakuten Viber to connect with your customers, please <a href="https://www.forbusiness.viber.com/en/">visit our website</a> or <a href="https://share.hsforms.com/12dJLE_P8S9SFBitFV8l1Fw4fpwx">contact us</a>. Rakuten Viber is a subsidiary of Rakuten, Inc., a global leader in e-commerce and financial services.&nbsp;In the meantime, here are some other articles you might find interesting:<ul><li><a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">How to open a Rakuten Viber Business Account</a></li><li><a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-messages-vs-sms/">Rakuten Viber Business Messages vs. SMS: Which is better for you?</a></li><li><a href="https://www.forbusiness.viber.com/en/blog/post/the-do-s-and-don-ts-of-mass-messenger-marketing/">The Do's and Don'ts of Mass Messenger Marketing</a></li></ul>We hope this article has given you some insights into the future of messaging apps, Rakuten Viber's long-term vision, and how the messaging ecosystem will continue to evolve.

What's next for messaging apps: a trend towards more features and functionality

What’s new and recent in messaging apps in 2022 and what it means for messenger marketing

June 30 was a very exciting and eventful day for our team. After a <a href="https://www.forbusiness.viber.com/en/blog/post/turning-chats-into-brand-love-viber-live-from-manila/">dynamic media event in Manila</a>, Philippines, we jumped right into our shoptalk with industry leaders: “The Future of Messaging”.&nbsp;The industry landscape: current trends and challenges&nbsp;Our CRO, Cristina Constandache, opened the event by outlining the industry landscape and the latest global and local <a href="https://www.forbusiness.viber.com/en/blog/post/messenger-marketing-top-business-trends-to-watch-in-2022/">trends</a>. The world is becoming increasingly more mobile: in the Philippines alone, <a href="https://datareportal.com/reports/digital-2022-philippines">83% </a>of the total population are social media and chat apps users. People are spending a tremendous amount of time on their phones and expect their apps, including <a href="https://www.forbusiness.viber.com/en/blog/post/whats-next-for-messaging-apps-a-trend-towards-more-features-and-functionality/">messengers, to do more for them</a>: 77% of time users spend on their top 3 apps and <a href="https://www.statista.com/chart/3835/top-10-app-usage/?utm_content=buffer1687b&amp;utm_medium=social&amp;utm_source=pinterest.com&amp;utm_campaign=buffer">50% of that time</a>—in one single app, so each app needs to offer multiple services in one place. In particular, messengers can be the channel of <a href="https://www.forbusiness.viber.com/en/blog/post/staying-connected-with-your-customers-the-rising-importance-for-businesses/">communication with brands</a>: globally, <a href="https://www.attentivemobile.com/state-of-conversational-commerce">71% </a>of consumers want to have convenient access to communication with a business. In APAC, <a href="https://www.genesys.com/resources/state-of-cx-report">69% </a>of consumers prefer using mobile messaging for customer service.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Messaging_solutions_trends_in_2022_40b975dc17.png"><figcaption>Rakuten Viber Messaging Solutions: Trends in H1 2022</figcaption></figure>Rakuten Viber for Business Solutions for every stage of your marketing funnel&nbsp;&nbsp;Our Senior Global Sales &amp; B2B Marketing Director, Etienne Dupont explained how Rakuten Viber for Business Solutions and <a href="https://www.forbusiness.viber.com/en/blog/post/new-viber-business-features-to-help-brands-succeed-in-2022/">features</a> worked for every stage of a marketing funnel.&nbsp;<ul><li style="text-align:justify;">To build brand awareness, businesses can use <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">Rakuten Viber Advertising Solutions</a>, branded stickers, and viral Rakuten Viber Lenses.</li><li style="text-align:justify;">To influence customer considerations, brands can nurture leads with <a href="https://www.forbusiness.viber.com/en/chatbots/">Rakuten Viber Chatbots</a>, send promotional <a href="https://www.forbusiness.viber.com/en/business-messages/">Rakuten Viber Business Messages</a>, and make themselves easy to find with a Commercial Account (a new feature coming soon).</li><li style="text-align:justify;">Driving conversions through <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversations</a> makes great use of data-driven insights, leverages <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">personalized communication</a> and Rakuten Viber’s rich media capabilities, and is seamless, thanks to 24/7 support and user-friendly features.</li><li style="text-align:justify;">To nurture brand loyalty, Rakuten Viber provides <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Messaging Solutions </a>that allow managing orders and deliveries, offering convenient post-sales support, and collecting customer feedback.</li></ul><figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_for_Business_at_a_glance_dc3952a584.png"><figcaption>Rakuten Viber for Business at a glance</figcaption></figure>Rakuten Viber for Business: what's next?Moty Rokach, our Senior Director, Business Product shared our vision for the future of Viber. He mentioned Rakuten Viber’s plans to create an all-in-one business entity, Commercial Account—a seamless, cost-efficient way to maintain online presence that makes it easy to find, reach, and do business with brands. Rakuten Viber also provides secure and cost-efficient OTP solutions, and is working towards integration with third-party tools that will streamline customer communication and support.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Latest_Viber_Business_Messages_features_b5c14a696e.png"><figcaption>Rakuten Viber Business Messages: Latest features</figcaption></figure>How brands succeed with Rakuten Viber for BusinessThen, to illustrate how effective Rakuten Viber for Business can be, our clients presented their own success stories using Rakuten Viber business solutions. Among presenters were:<ul><li>Wence Wenceslao, Digital Hub Lead at Unilever, showcased how Rakuten Viber helped achieve high conversion and effectiveness at scale, thanks to a collaboration with our messaging partner, <a href="https://www.infobip.com">Infobip</a>.</li><li>Raffy Vicente, Commercial Director at QuadX Inc., shared fantastic customer acquisition and unique customer loyalty solutions, powered by Rakuten Viber Messaging Solutions and implemented with the help of our messaging partner, <a href="https://promotexter.com">Promotexter</a>.</li><li>Ariane Nava, PACE Head at Globe, explained how Globe’s Ugnay, a learning platform, leveraged Rakuten Viber Business Messages to provide accessible communications and bite-sized learning materials to their users. In collaboration with our messaging partner, <a href="https://m360.com.ph">m360</a>, Globe has achieved high engagement rates and positive user feedback.</li></ul>Personalizing customer experienceThe official part of the event concluded with a conversation. A panel discussion about the advantages and challenges of personalizing customer experience was moderated by our amazing host, Aziza N. Mondoñedo, and featured:<ul><li>Cristina Constandache, Chief Revenue Officer, Rakuten Viber</li><li>Chris Keys, Director of Product &amp; DPO, ﻿Promotexter</li><li>Cecile Perez Tizon, ﻿﻿﻿Regional Manager APAC, Infobip</li><li>Miko Ignacio, Product Head, m360</li></ul>The Rakuten Viber team was delighted to meet with brands and partners in Manila! Watch the <a href="https://www.youtube.com/watch?v=nVH2V33B9oI">video of the best moments and highlights </a>of the evening below to relive it with us.<figure class="media"><oembed url="https://youtu.be/nVH2V33B9oI"></oembed></figure>If you have questions about the event or would like to learn more about Rakuten Viber for Business solutions, don’t hesitate to <a href="https://share.hsforms.com/12dJLE_P8S9SFBitFV8l1Fw4fpwx">contact us</a>.

Event recap: The Future of Messaging in the Philippines

Discover the latest messaging trends and success stories from Rakuten Viber's event in Manila

How to create a customer-focused conversation in the always-on worldWith mobile phones and messengers being the most popular form of communication in the world, businesses need to be able to communicate with their customers through these channels, providing instant responses and <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">connecting on a more personal level</a>. Being able to have a conversation in real-time and provide the best possible experience are key to success.Rakuten Viber, a popular messaging app, is a great tool for customer service conversations. Because the app has over a billion Android downloads worldwide, it provides a great opportunity for brands to connect with their audiences through the channel that people trust and use every day. According to <a href="https://pr.liveperson.com/2021-10-13-New-report-finds-83-of-consumers-worldwide-would-browse-or-buy-products-in-messaging-conversations" target="_blank" rel="noopener noreferrer nofollow">LivePersons’ Consumer Preferences Survey</a>, 74% of consumers prefer to communicate with a brand they can message rather than call. That's why more and more businesses are using instant messaging platforms to communicate with their customers.&nbsp;Thousands of companies from all over the world use Rakuten Viber for customer service.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/brands_using_dd9566dc9c.png"><figcaption>Brands using Rakuten Viber Messaging Solutions</figcaption></figure>In this blog post, we will share some of the best practices on how brands can create a customer-focused conversation in 2022 on messaging platform such as Rakuten Viber.A conversation, not just an exchange of messagesWhat makes a good conversation between people? You can ask questions and give thoughtful replies, you can be funny and make the other person laugh, you can share something interesting about yourself… The list goes on. The same principles apply to a <a href="https://www.forbusiness.viber.com/en/blog/post/conversation-not-monologue-engage-with-your-audience-on-viber/">conversation between a brand and its customers</a>. A good conversation is one that feels natural and human. When customers message your brand, they expect to be treated as individuals, not as a faceless entity. Make sure to use the customer’s name in your replies and avoid generic, one-size-fits-all responses. Let your brand’s personality shine through – customers will appreciate the special touch.&nbsp;Be available in real-time&nbsp;Resolve issues as they happen, answer questions, and <a href="https://www.forbusiness.viber.com/en/blog/post/improve-customer-service-with-viber-messaging-solutions/">provide customer support</a> when people need it most. In the age of instant messaging, instant gratification and instant everything, being available at the time when your customers need you is extremely important. Successful companies have long learnt this, and it has allowed many businesses to grow exponentially, just by being available for the customer when they need it.Be prepared for the conversation (literally)Building a good conversation is not entirely spontaneous. You need to be prepared for the different sorts of questions customers might ask. Use data from previous conversations to anticipate the topics that come up most frequently. You also need to be prepared logistically. Make sure you have all the information you need at your fingertips so you can answer all questions efficiently. This includes product information, FAQs, and contact information for other team members who can help with specific inquiries. Having a script or set of questions that you can use to guide the conversation is always a good idea.Keep it positive and be friendlyIt is important to keep the conversation positive, even if the customer is unhappy –&nbsp; this will help resolve the issue and keep the customer coming back. Your buyers are human beings, not just a customer data platform ID number. So treat them like one. Be friendly, polite, and helpful.Be engagingJust as you would in a face-to-face conversation, try to engage your customer in a way that is interesting and enjoyable. Ask questions, use humor, and be personable. This will help create a rapport with your customer and make them more likely to <a href="https://www.forbusiness.viber.com/en/blog/post/what-is-conversational-commerce/">trust you and your brand</a>.Solve their issuesYour ultimate goal should be to help your customers solve their problem. Whether it's answering a question or resolving an issue, make sure you're providing the best possible solution. If you don't have the answer, do your best to find it. Customers appreciate honest and transparent communication, especially when there is no solution at hand.Be patientSome customers may not be familiar with instant messaging and may need a little extra time to type out their message. Be patient and understanding even if they are angry or upset. Understand where they are coming from and try to resolve the issue in a timely manner.&nbsp;Follow upFollow up with the customer after the conversation to ensure that they are satisfied with the outcome. This can be done by sending a follow-up message or by calling them.The customer is always right&nbsp;This is a mantra that every customer service representative should live by. It is important to always keep the customer in mind and ensure that <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-effective-customer-conversations-with-viber-business-messages/">they are happy with the conversation</a>. This includes understanding their needs and wants, as well as their emotions. A conversation that is focused on the customer will always be a successful one. There is no such thing as a perfect dialogue, but there are definitely ways to make sure that your brand is having good conversations with its customers.&nbsp;By following the tips above, you will be well on your way to creating meaningful connections that will leave a lasting impression on your customers.&nbsp;Rakuten Viber: the App Designed for ConversationsWhy does everyone love Rakuten Viber? It is a <a href="https://www.forbusiness.viber.com/en/blog/post/whats-next-for-messaging-apps-a-trend-towards-more-features-and-functionality/">superapp</a> that lets people make calls, send texts, share photos and videos, send stickers and lenses, create group chats and calls, read news, follow communities, communicate with favorite brands, and so much more.&nbsp;For businesses, Rakuten Viber is a powerful marketing and engagement tool. Unlike other messaging apps, what's great about Rakuten Viber is that it's built to help brands have better conversations and involvement with customers. By <a href="https://www.forbusiness.viber.com/en/blog/post/connecting-with-your-audience-through-viber-at-all-steps-of-the-customer-journey/">connecting with your audiences one-on-one and at scale </a>through Rakuten Viber, you may see increased sales, build loyalty, improve customer satisfaction, and reduce churn.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/one_on_one_7bcdc8ea02.png"><figcaption>One-on-one connection with customers via Rakuten Viber Messaging Solutions</figcaption></figure>Some of the features that brands use when building a conversations with customers on Rakuten Viber:<ul><li style="text-align:justify;">A user interface that allows adding photos, videos, and other media to conversations.</li><li style="text-align:justify;"><a href="https://www.forbusiness.viber.com/en/blog/post/why-are-official-accounts-in-messengers-so-important-for-your-company-s-reputation/">Rakuten Viber official accounts</a> to create a verified presence in the app.</li><li style="text-align:justify;"><a href="https://www.forbusiness.viber.com/en/chatbots/">Rakuten Viber Сhatbots</a> to automate customer support and sales.</li><li style="text-align:justify;">End-to-end encryption used by default for private, group chats and private calls, and&nbsp; encryption in transit — for <a href="https://www.forbusiness.viber.com/en/business-messages/">Rakuten Viber Business Messages</a>. This is important for every business as an added layer of <a href="https://www.forbusiness.viber.com/en/blog/post/how-brands-can-find-the-most-secure-messaging-app-for-business-use/">security that protects both business and customer</a> data.</li><li style="text-align:justify;">Rakuten Viber Business API to integrate with your existing customer support tools, such as CDP or a CRM.</li><li style="text-align:justify;">The ability to see real-time report from your marketing campaigns.</li><li style="text-align:justify;">Tools to manage customer conversations, and set up auto-responses.</li><li style="text-align:justify;">Three types of <a href="https://www.forbusiness.viber.com/en/blog/post/what-are-viber-business-messages/">Rakuten Viber Business Messages</a>: promotional, conversational and transactional, to connect with audiences in every touchpoint of their customer journey.</li></ul><a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Learn how to open a Rakuten Viber Business Account</a>Happy customers are the best advertising you can haveMake the most of customer feedback and turn complaints into positive reviews. When you have a customer-focused conversation, you are building a relationship with them, and this relationship can lead to repeat business and referrals.&nbsp;It’s important to remember that customers are individuals with different needs and expectations. By taking the time to get to know them and their concerns, you can cater your conversation to them specifically, making it more likely that they will have a positive experience.&nbsp;The key is to make your brand’s conversation one that customers enjoy and want to be part of. Happy customers love it.&nbsp;&nbsp;<a href="https://www.forbusiness.viber.com/en/success-stories/">Discover how other brands succeed with Rakuten Viber for Business Solutions</a>

How to create a customer-focused conversation in the always-on world

Best practices for customer engagement in messaging apps such as Rakuten Viber

<h3 style="text-align:justify;">With the introduction of a safe and secure cross-border digital payment solution, Rakuten Viber affirms “super app” status</h3>LUXEMBOURG. July 2022 – <a href="https://www.viber.com/">Rakuten Viber</a>, a global leader in private and secure messaging and voice-based communication, is expanding into digital payments with a mobile wallet available through the Rakuten Viber app. This new function will allow Rakuten Viber users to easily send money to each other, and set up a digital wallet to store money, starting with Euros. It will later expand to include multiple currencies, along with other services available soon.Rakuten Viber enters the global digital payments market with a worldwide user base of hundreds of millions of consumers and a strong reputation for security rooted in its on-by-default end-to-end encryption for private communications. McKinsey estimates the global payments market, including cross-border transactions, domestic transfers, and credit card payments, will grow to <a href="https://www.mckinsey.com/industries/financial-services/our-insights/the-2021-mckinsey-global-payments-report">$2.5 trillion by 2025</a>.&nbsp;Payments on Rakuten Viber will go live initially in Greece and Germany and then roll out to more countries in the near future. Rakuten Viber is installed on 91% of smartphones in Greece and was named by Germany’s <a href="https://www.test.de/Messenger-Apps-im-Vergleich-4884453-0/">Stiftung Warentest</a> as one of the most secure messaging apps.&nbsp;Adding funds to the digital wallet will be possible via all Mastercard and Visa cards and local banks upon its launch in Germany and Greece. To provide licensed payment services in the first two markets, Rakuten Viber has partnered with Rapyd, a global Fintech-as-a-Service company. &nbsp;Rapyd will embed its licensed payment processing services directly into the Rakuten Viber app to power the in-app payment capabilities. Upon availability in more countries, Rakuten Viber users can access a wide variety of additional financial services, including:<ul><li>Rakuten Viber-to-Viber wallet payments for domestic and cross-border Euro transactions, with plans to introduce multiple currencies soon</li><li>Bank transfers for seamless payment of routine expenses like utility bills</li><li>Exclusive discounts and rewards from local partners</li></ul>To start using payments on Rakuten Viber, users are required to set a personal identification code or biometric recognition to enable secure transactions. Payment confirmations are sent automatically encrypted. For complete peace of mind, Rakuten Viber’s support team will be available to answer questions in local languages.&nbsp;The addition of a seamless payment solution with an in-app wallet provided by licensed financial partners, along with other soon-to–be-introduced features, is a natural evolution that newly positions Rakuten Viber as a standalone <a href="https://www.forbusiness.viber.com/en/blog/post/whats-next-for-messaging-apps-a-trend-towards-more-features-and-functionality/">super app</a>. Since 2019, the app's users have conducted millions of peer-to-peer payment transactions in more than ten markets via various third party integrations with chatbot and chat extensions.&nbsp;“Rakuten Viber is already one of the world’s top messengers, and with fintech capabilities, it will extend its utility and value to make it an absolutely essential app for its hundreds of millions of users. User-friendly payment features will allow users to effortlessly connect, engage, and transact inside and across borders without ever leaving their preferred messaging platform,” says Ofir Eyal, CEO of Rakuten Viber. “Rakuten Viber’s world-class security and privacy-protection joined with the high standards of premium payment service partners, like Rapyd, creates a simple and secure app-based alternative for conducting personal and business transactions.”&nbsp;“We’re thrilled that Rapyd will serve as the licensed cross-border payments solution powering this historic milestone for Rakuten Viber: becoming one of the world’s first messaging platforms to offer secure in-app payments to its global user base,” says Rapyd CEO Arik Shtilman. “At Rapyd, we build the payments technology that removes the back-end complexities of cross-border commerce and payments. Through this partnership, the combined power of Rakuten Viber and Rapyd’s leading security and seamless embedded payments capabilities means millions of users can feel confident conducting their financial transactions via a single messaging app.”<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Examples_of_digital_payments_on_Viber_0be6baeb60.png"><figcaption>Examples of digital payments on Rakuten Viber</figcaption></figure>Current Rakuten Viber users in Germany and Greece can join a waitlist later this summer to gain access to the payment features ahead of its official launch. More currencies and features will be added as Rakuten Viber launches payments in more countries, including coupons and cash back rewards from participating retailers and merchants.&nbsp;Join the waitlist here: <a href="https://lp.viber.com/viberpay">https://lp.viber.com/viberpay</a>

Rakuten Viber to launch payments for secure app-based transactions

Rakuten Viber introduces a safe and secure digital payment solution

As a marketer, you’re always looking for new ways to reach and connect with your customers. In today’s tech-driven, mobile-first world this increasingly means using messengers to get in front of your audience. Rakuten Viber is a messaging app that is becoming increasingly popular as a digital marketing tool. It allows brands to communicate with potential and existing customers in real time and engage with them in a variety of ways, including through text, images, and video. Hardly any other marketing channel can boast the effectiveness of this messaging app.&nbsp;In this blog post, we’ll show you how to use <a href="https://www.forbusiness.viber.com/en/blog/post/connecting-with-your-audience-through-viber-at-all-steps-of-the-customer-journey/">Rakuten Viber for marketing</a> and how to get the most out of the platform.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Chatbot_Viber_Lens_and_Conversational_Viber_Business_Message_6e4c1da6ac.png"><figcaption>Rakuten Viber Chatbot, Lens, and Conversational Business Message</figcaption></figure>First, let’s start with the core point of difference that makes Rakuten Viber a powerful tool to reach and connect with your customers like never before.&nbsp;Rakuten Viber is incredibly versatile and can be used for large-scale reach while always providing one-to-one interaction. You can send Rakuten Viber business messages to hundreds of thousands customers and always be sure it will reach an individual on their phone. Unlike, for example, print magazines or TV ads, where you expect to reach an audience, but you can’t be exactly sure how many people will see your ad, and how long they interact with your content, despite all advances in martech and measurement.&nbsp;Rakuten Viber provides an advantage like no other platform can: one-to-one messaging at scale.&nbsp;With Rakuten Viber, businesses can send one-to-one messages to millions of their customers quickly, easily, and <a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">at a low cost</a>. This is a game-changer for businesses and marketing teams who want to <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">reach their audiences on a personal level</a>. With Rakuten Viber, they can do just that.Here are just a few of the ways you can use the messaging app to connect with your target audience:Rakuten Viber Business MessagesThere are <a href="https://www.forbusiness.viber.com/en/blog/post/what-are-viber-business-messages/">three types of Rakuten Viber Business Messages</a>: Promotional, Conversational and Transactional.Let’s look at each one in detail.Promotional messages can be sent to the entire customer base, or a particular target segment. Rakuten Viber messages are highly personalized and can be customized to the individual preferences of groups as defined in your Customer Data Platform, or you can even create messages unique to each customer! You can use promotional messages to deliver important announcements, special offers, or to share your brand’s story. This is a great way to stay top of mind and an excellent tool to <a href="https://www.forbusiness.viber.com/en/blog/post/viber-business-solutions-for-retailers-how-to-increase-sales-and-engagement/">drive purchases, increase sales</a>, reward loyal customers, drive traffic to your website or Rakuten Viber Chatbot.By using Rakuten Viber you can have a <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-a-customer-focused-conversation-in-the-always-on-world/">1:1 dialogue with your customers</a>. Conversational messages are designed to start a conversation and create an engagement with your audience. These messages can be used to assist customers and increase conversions, manage bookings or orders, provide post-sales support, request feedback, run competitions, and more. With Rakuten Viber, you can also use <a href="https://www.forbusiness.viber.com/en/chatbots/">chatbots</a> to automate part of the customer service.Transactional messages are designed to send important information about the purchase, such as a confirmation of order or a notification that their product has been shipped. Transactional messages are also perfect for sending reminders, such as an appointment reminder, or a meeting alert.No other marketing channel can offer you a similar approach of the audience reach at scale, and with a guaranteed one-to-one conversation.<a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Read more about How To Open a Rakuten Viber Business Account</a>Large-scale marketing campaignsRakuten Viber makes it easy to reach large groups of people with your marketing communication, even if this audience is not a part of your CRM or CDP. A wide range of <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">advertising solutions</a> is available for digital marketers, including banner ads, videos, and other types of advertising unintrusively placed in chats, calls, post-calls, Explore screen, More screen, and the desktop version. Define your target audience, and <a href="https://share.hsforms.com/15Naem5LdS3umDHmkGTZ9YA4fpwx">we'll help you</a> deliver your campaign.&nbsp;Our recently launched <a href="https://www.forbusiness.viber.com/en/blog/post/rakuten-viber-snap-partnership/">branded Lenses</a> help businesses connect with the Gen Z audience, and Rakuten Viber Stickers are a great tool for viral advertising that creatively leverages interactivity to increase visibility and engage the company's current and prospective customers.Just like with Rakuten Viber Business Messages and Chatbots, Rakuten Viber Advertising Solutions is uniquely positioned to reach large audiences across geographies and interests, but also ensure the interaction is one-on-one, at the screen of a mobile device or a desktop version of Rakuten Viber.&nbsp;Servicing every customer individually, but connecting with millions at the same timeThanks to Rakuten Viber’s built-in features, it’s easy to provide <a href="https://www.forbusiness.viber.com/en/blog/post/improve-customer-service-with-viber-messaging-solutions/">top-notch customer service</a> via the app. You can use Rakuten Viber’s conversational live chat feature to answer customer questions in real-time, or you can use the app to send automated messages (like appointment reminders or shipping updates) to your customers. Rakuten Viber provides a quick and easy way for you to stay in touch with consumers – and resolve any issues they may have. You are able to expand your customer support reach and provide outstanding service no matter where your customers are.A prime example of using Rakuten Viber for Business solutions to reach more new customers and provide great service to existing ones, is foodpanda (now Glovo) – a mobile food delivery marketplace which operates in over 50 countries.The brand wanted to drive awareness in Bulgaria, position themselves as innovative, dynamic and open minded, and improve customer experience using a modern digital communication tool. As the solution, foodpanda took advantage of Rakuten Viber advertising and messaging solutions to drive audiences and increase engagement with their brand new chatbot. foodpanda released two sticker packs and allocated a media budget to promote them, targeting Rakuten Viber users via ad placements. In addition, their chatbot provided customer care, facilitated food orders and offered 1-2-1 personalized messages. The campaign has been a tremendous success, with a large spread across Rakuten Viber Bulgarian users. <a href="https://www.forbusiness.viber.com/en/success-stories/story/foodpanda/">Find out more </a>about this success story.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Results_of_brand_awareness_and_engagement_with_Viber_ads_stickers_and_a_Viber_chatbot_566bb991dc.png"><figcaption>Results of brand awareness and engagement with Rakuten Viber ads, stickers, and a chatbot</figcaption></figure>Here is why Rakuten Viber is changing marketing and is a <a href="https://www.forbusiness.viber.com/en/blog/post/mobile-marketing-strategy-101/">powerful marketing tool</a> for brands:1. Connect with customers one-on-one, which builds trust and rapport.2. Reach customers at scale, thus increase the chances of conversion.3. Generate leads and sales through chatbots and other automated processes.4. Increase brand awareness and reach new markets.5. Drive traffic to your website, app, chatbot or channel.6. Increase engagement with your brand.7. Engage customers in a more interactive way through rich content, including branded stickers and video.8. Enhance customer service and support.9. Provide a more personal touch than other marketing channels such as social media, and make customers feel more valued.10. Track engagement and analyze data to better understand what customers want and need. Privacy is the top priority for Rakuten Viber – no messages are ever accessible to anyone except for the two people exchanging those messages.Rakuten Viber is one of the most popular messaging apps in the world with over 1 billion Android downloads. It is a revolutionary solution for marketing, and it's why we're seeing more and more brands using Rakuten Viber to reach their customers. Over 8500 brands use Rakuten Viber messaging solutions to connect with their customers.&nbsp;Companies can send messages to millions of people at once, and they can target their messages to specific groups of people and be sure that every message is open on the customer’s device. This means that brands can reach their target audiences more effectively and at a lower cost.<a href="https://www.forbusiness.viber.com/en/success-stories/">Rakuten Viber Case Studies</a>Learn how brands use Rakuten Viber:<ul><li>Success story of <a href="https://www.forbusiness.viber.com/en/success-stories/story/dexpress/">D Express delivery company</a></li><li>Success story of <a href="https://www.forbusiness.viber.com/en/success-stories/story/raiffeisen-bank/">Raiffeisen Bank</a></li><li>Success story of the retailer <a href="https://www.forbusiness.viber.com/en/success-stories/story/primer/">Primer Group</a></li></ul>

One-to-one and at scale at the same time. How Rakuten Viber is changing marketing

How to use Rakuten Viber for marketing to reach and connect with customers like never before

As the digital landscape continues to evolve, so does marketing. Businesses can no longer rely on traditional marketing techniques to reach their target audience. They must now adapt their marketing strategies to the ever-changing digital world.&nbsp;One of the most important (and difficult!) aspects of marketing in the digital age is making sure the brand gets noticed among the growing number of touchpoints and cuts through the content “noise”. As the number of touchpoints increases, and with attention span at an all-time low, it becomes more and more important to adopt a multichannel approach to marketing. There are many ways to interact with customers, but it is important to find the right mix of strategies that work for your business and your target audience.As a business owner, you know that in today's world, messaging solutions are a vital part of marketing. In a world where instant messaging and social channels are paramount, Rakuten Viber is a powerful tool that companies can use to connect with customers. With users in over 190 countries, Rakuten Viber offers a wide reach, <a href="https://www.forbusiness.viber.com/en/messaging-solutions/">cutting-edge messaging</a> and <a href="https://www.forbusiness.viber.com/en/marketing-solutions/">advertising solutions</a> for brands looking to connect with new and existing audiences.&nbsp;<h2 style="text-align:justify;">Use Rakuten Viber To Tell About Your Brand</h2>It’s a marketing textbook fact that awareness is built through repeated interactions. In 2022, with users spending <a href="https://www.forbusiness.viber.com/ru/blog/post/mobile-marketing-strategy-101/">85% of their smartphone time in apps</a> (and <a href="https://www.statista.com/chart/3835/top-10-app-usage/">77% spending most of this time in just their top three apps</a>, including a messaging app), the messengers’ share of audience attention is so much higher compared to other marketing channels. TV used to be one of the most popular platforms for telling the story about a brand, but many marketers are re-examining their marketing approaches in favor of channels where audiences spend more time, and that are easy to measure.Some of the key features that make Rakuten Viber ideal for marketing activities:<ul><li style="text-align:justify;"><a href="https://www.forbusiness.viber.com/en/blog/post/how-to-create-a-customer-focused-conversation-in-the-always-on-world/">One-to-one communication</a> with your target audience</li><li style="text-align:justify;">The ability to send messages to multiple people at once</li><li style="text-align:justify;">Segmentation and targeting options that allow businesses to send messages to specific groups of people</li><li style="text-align:justify;">A wide reach with&nbsp; over 1 billion Android downloads worldwide</li><li style="text-align:justify;"><a href="https://www.forbusiness.viber.com/en/blog/post/top-benefits-of-viber-business-messages/">Cost-effective</a> compared to other marketing channels</li><li style="text-align:justify;">Measurable with analytics that shows how many people saw and interacted with your message</li><li style="text-align:justify;">A rich user interface that allows businesses to create engaging and visually appealing business and chatbot messages</li><li style="text-align:justify;">A wide range of integrations, including CDP and CRM systems, make it easy to <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-improve-your-customer-engagement-and-increase-sales-with-personalized-messages/">create personalized communications</a> and manage your segment-built campaigns</li><li style="text-align:justify;"><a href="https://www.forbusiness.viber.com/en/blog/post/why-are-official-accounts-in-messengers-so-important-for-your-company-s-reputation/">Privacy and security</a> that users trust: customers will immediately recognize they are talking to a real brand when they see a “blue tick” next to the brand’s name.</li></ul>Hardly any marketing channel can offer as many advantages as Rakuten Viber. And what makes Rakuten Viber really unique is that it offers a platform to engage your target audience<a href="https://www.forbusiness.viber.com/en/blog/post/one-to-one-and-at-scale-at-the-same-time/"> at scale, but at the same time directly and one-on-one</a>, unlike TV, or radio, or even social media.<h2 style="text-align:justify;">Connect with your Сustomers through Rakuten Viber Messaging Solutions</h2>The way the brand loyalty is built in 2022 goes far beyond just a nice video ad. It is now shaped through micro-interactions like the one through instant messaging, and every brand interaction matters. Consider these <a href="https://www.forbusiness.viber.com/en/business-messages/">Rakuten Viber Business Messages</a> for connecting with existing customers.Conversational Messages is a two-way communication between a brand and its audience in real-time.Transactional Messages keep customers informed about the status of their order or transaction, send important reminders or notifications.Promotional Messages focus on what’s new, promotions, and special offers.<a href="https://www.forbusiness.viber.com/en/chatbots/">Rakuten Viber Chatbots</a> is another great way to take advantage of messaging and automation. Build your own chatbot, integrate branding elements and call-to-actions, and use AI to automate interactions. Rakuten Viber chatbots can answer queries, provide product information, and even handle service issues.<figure class="image"><img src="https://env-stage-hosting.s3.eu-central-1.amazonaws.com/Viber_Business_Messages_and_Viber_Chatbot_ba79ce42c1.png"><figcaption>Examples of Rakuten Viber Business Messages and Rakuten Viber Chatbot</figcaption></figure>Rakuten Viber Business Messages and Rakuten Viber Chatbots are perfect solutions for building trust and strengthening engagement with your customers. Use these tools to create a conversation with your audience, in real-time, and include branding and reputation elements into every message that is being sent. The key to success is to be there for your customers when they need you the most.<a href="https://www.forbusiness.viber.com/en/messaging-solutions/">Read more</a> about Rakuten Viber Messaging Solutions on our website, and see <a href="https://www.forbusiness.viber.com/en/success-stories/">case studies</a> from companies that have successfully implemented Rakuten Viber Business Messages and Rakuten Viber Chatbots into their <a href="https://www.forbusiness.viber.com/en/blog/post/messenger-marketing-top-business-trends-to-watch-in-2022/">marketing campaigns</a>.<h2 style="text-align:justify;">Increased Reach, Improved Engagement, and More</h2>Rakuten Viber Business Messages and Rakuten Viber Chatbots offer a number of advantages that can help businesses achieve their marketing goals. Some of the benefits include:Increased reach: use Rakuten Viber Business Messages and Rakuten Viber Chatbots in addition to your traditional marketing mix channels.Higher engagement rates: as Rakuten Viber is a personal communication app, there is a higher open and click-through rates compared to social media or TV ad views.Better quality of engagement: through Rakuten Viber, your communication is more personal and engaging, as you can create personalized content for segments of customers or even for an individual user. Brands can send text messages, images, and videos.More control: you have more control over the way your marketing messages are delivered and received and know exactly how many times the messages were opened, viewed, and for how long.Growth in ROI: by reducing marketing costs, you can re-invest saved budgets into more campaigns and increase sales.Improved customer relations: by providing customers with timely <a href="https://www.forbusiness.viber.com/en/blog/post/improve-customer-service-with-viber-messaging-solutions/">customer service</a> and real-time communication, you are improving the perception of the brand in your customers' eyes.Overall, Rakuten Viber Messaging Solutions is a powerful marketing tool that can help businesses to reach a wider audience, cost-effectively, and engage with target audiences in a variety of ways to its high engagement rates and personalized content.<h2 style="text-align:justify;">How to Open a Rakuten Viber Business Account</h2>Opening an official business account on Rakuten Viber is easy. <a href="https://www.forbusiness.viber.com/en/blog/post/how-to-open-a-viber-business-account/">Follow these steps</a> and create your Rakuten Viber account today.Rakuten Viber has a huge marketing potential for any brand, and thousands of companies worldwide have been taking advantage of modern ways to be building connections with customers on a very personal, one-to-one level. It is a visual platform, and that means you can use images and videos to promote your brand and have it right in front of your customer, on their phone screens.&nbsp;If you are looking for a new and innovative way to market your business, then <a href="https://share.hsforms.com/1WxgHItg-QAuQhCoEEc8gOw4fpwx">consider Rakuten Viber Business Solutions</a>. With the ability to reach a large audience and being cost-effective, Rakuten Viber is an excellent option for marketing your brand in 2022.

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The importance of messenger marketing. How brands can use Rakuten Viber Messaging solutions

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