Eng

A1 Serbia

Better CX and streamlined customer renewal journey with Viber Business Messages

Delivery rate

68%

Open rate

72%

Rakuten Viber share in each customer journey

20%

Background

The company used SMS, push notifications, and email as their primary channels of communication. In order to centralize their communication channels, eliminate overlaps and deliver personalized messages to their target audience they recognised the need to integrate Rakuten Viber as their flagship marketing tool.

Goals

Streamline and optimize omnichannel marketing campaigns
Enhance communications used in the customer renewal lifecycle
Improve E2E customer experience & satisfaction

Solution

Rakuten Viber is integrated into the company’s Salesforce Marketing Cloud
In synergy with other channels, Viber Business Messages are used at specific points in the customer renewal journey

Results

68% Viber Business Messages delivery rate
72% Open rate out of delivered
20% Rakuten Viber share in each customer journey

Customer renewal lifecycle is one of the key customer journeys for us, so communication for it is crucial. Viber Business Messages have become a major element of this lifecycle, delivering effective communication and even allowing us to reach clients who wouldn’t engage with other channels. It’s now a key component of our strategy to communicate with customers at the right time, with the right channel, and the right content.

Jovana Lapčević

Partnering and Life-cycle Loyalty Lead Expert, Product marketing at A1 Srbija d.o.o.

This success story has been achieved in cooperation with Viber’s official messaging partner