Eng

Podorozhnyk Pharmacy

Viber Rich Business Messaging — ecosystem for customer interactions & sales

ROI growth

+10%

Turnover growth

+37%

ROMI

450%

Bot subscribers

1.1M+

Feedback rate

46%

Self-pickup orders via the bot are placed

50%

Why Rakuten Viber?

Podorozhnyk chose Rakuten Viber because:

Presence on Rakuten Viber provides easy access to the customers’ home screen;
It was more cost-effective than a dedicated app;
With this infrastructure, users can place orders from anywhere in the world;
Most of Podorozhnyk’s customers are on Rakuten Viber already;
Rakuten Viber is capable of acting as a single ecosystem for all customer interactions.

Goals

maximize customer engagement
generate leads & revenue
deliver personalized promotions
collect customer feedback
improve customer experience & loyalty

Solution

Podorozhnyk uses Viber Rich Business Messaging as an entire infrastructure to interact with customers across various points in the customer journey:

Targeted Viber Business Messages bring users into the chatbot, engage, and deliver promotions;
Viber Chatbot collects feedback, shares polls & promos, acts as a virtual loyalty card, and allows placing orders for pickup in-store.

Results

+10% increase in ROI thanks to Viber Rich Business Messaging
+37% higher turnover, compared YoY
450% ROMI of promotional campaigns on Rakuten Viber
Over 1.1M chatbot subscribers within the first year of the campaign
46% of bot subscribers tapped for feedback — provided it
50% of all online orders for pickup are placed via the chatbot

“People are used to talking on messengers because it’s so quick and easy. So, why not use them to place orders, too? Out here, everyone has Rakuten Viber and it’s usually on the phone's home screen, which is the most expensive digital real estate today. So, with this set-up, you can place an order in just a few clicks — and we claim a prime spot on our customers’ phone screens. Rakuten Viber has become an essential, core part of our sales infrastructure. Its solutions create an entire ecosystem for customer interactions: from promotions and sales to feedback collection and loyalty program.”

Viacheslav Sauts

Director of Marketing at Podorozhnyk Pharmacy

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