Viber Business Messages: Key benefits and examples

This blog was last updated on April 23, 2025.

Today, 73% of customers say CX is the number one thing they consider when deciding to purchase from a company.

But a good experience isn’t derived from simply chatting with your customers. Where you build your brand presence and the variety of communication styles you integrate throughout the customer journey are key factors that take you from merely meeting their expectations to exceeding them.

Viber Business Messages are the go-to solution for brands that want to connect their customer journey in a way that fosters meaningful connections and loyalty. In this blog, we highlight what Viber Business Messages are, the key benefits of using various message types throughout your customer journey, industry use cases, and how you can get started. Read on to learn more:

What are Viber Business Messages?

Viber Business Messages is a messaging solution that enables businesses to send various message types to customers on the Viber app. Whether you want to engage existing customers with personalized offers and deals, share timely information, or provide 24/7 support, Viber Business Messages makes it easy to provide an end-to-end experience in one place.

Brands that want to send Viber Business Messages must set up a verified Business Account. Once verified, your brand profile receives a blue tick and appears in a dedicated business inbox, separate from users’ chats with family and friends. Once you’ve set up a business profile, you can start sending messages to customers who have opted in to receive them.

Example of Viber Business Messages in a dedicated Business Inbox

Types of Viber Business Messages

Depending on where your customers are on their journey and your business goals, there are several types of business messages you can send:

Promotional Messages

Promotional Messages are a great way to share your latest offers and deals. You can enhance your promotional messages with images or videos of your latest product, and when connected to your CRM or CDP, you can tailor offers and messages to customer preferences, behaviors, and demographics. Customizable buttons also increase click-through rates and conversions, leading customers to your website or app to view the full offer and complete their purchase. These messages are charged per delivery.

Transactional Messages

Transactional Messages are a great way to keep your customers informed. Brands can use this message type to send timely updates and reminders such as order confirmations, delivery updates, appointment reminders, flight alerts, and more. And since these messages are delivered directly to your customers’ phones, you can ensure they’ll be seen and customers will stay up-to-date with the latest information. These messages are charged per delivery.

Conversational Messages

Conversational Messages enable you to have one-on-one conversations with your customers, just like with a friend or family member. You can ask your customers questions, get feedback, or provide support when needed. If you're looking for a way to reach out to your audience on a more personal level, this would be the most suitable way.

These messages are charged by session. A 24-hour session starts when a user messages the business. After 24 hours or after the limit of 60 messages is reached, the session terminates. If the user messages the brand again, a new session starts.

Verification Messages

Verification Messages provide a secure and seamless way to authenticate clients through one-time passwords (OTPs) and are charged per delivered message. Businesses can use ready-made templates that are designed to help increase conversions, send OTPs easily, and save time. When users receive a Viber Verification Message, they can quickly copy the PIN through a push notification without opening the chat. 

SecurePlus Messages

SecurePlus Messages add an extra layer of security by checking the recipient’s number to confirm it’s not flagged for potential fraudulent activity. Private and sensitive information, such as transaction details and bank statements, is only delivered once Rakuten Viber has verified the recipient in real time. Only messages that are delivered are charged.

List Messages (Coming soon)

List messages are a new, interactive business message type that allows businesses to set up a list of customizable text options for users, enabling them to tap instead of type their responses. Brands can set up to five options in a single message, which include text and emojis, and customers can choose only one option from the list.

List messages are a great way to simplify CX, minimize decision fatigue, and enable quick replies for satisfaction surveys, delivery scheduling, appointment bookings, and more. These messages are charged per delivered message at the transactional rate.

Carousel Messages (Coming soon)

Carousel Messages are another new business message type that enables brands to show a line of products in a single message using up to five rich cards, each with an interactive CTA button. Carousel cards also support text and emojis, helping you highlight product details and make offers more appealing, increasing click-through rates. They can also help boost sales through timely, personalized campaigns for bundle promotions, product recommendations, limited-time offers, new arrivals showcases, and more. These messages are charged per delivered message at the promotional rate.

Viber Business Messages vs SMS: Which is better?

Although SMS has made a name for itself in the customer communications field, it lacks the ability to create the rich, engaging experiences customers expect. SMS is a reliable channel for brands that want to send critical messages and ensure delivery. On the other hand, Viber enables businesses to provide a fully branded, personalized experience from marketing to sales and support in one place.

Rich media, 1,000-character limits, enhanced analytics, and branded profiles make it a more rewarding choice for brands that want to deliver more than just notifications. It’s also a more cost-effective solution if you have a larger database, and enables you to work in collaboration with SMS when needed.

Benefits of using Viber Business Messages

Sending business messages to customers on Viber has a lot of advantages that make it an ideal tool for connecting with customers at any stage of their journey, including:

Increased reach and engagement

Rakuten Viber has over 1 billion downloads, making it one of the most popular messaging apps in the world. This means that your customers and prospects are most likely already using Viber, giving your business a higher chance to reach and engage with them. Viber users are also highly engaged, with 3 million of them active on the app every minute. This means your messages are more likely to be seen and read by your customers within the same day.

Enhanced security

Brands using Viber Business Messages must set up a Business Account, which is manually verified with a blue tick, reassuring users that they are communicating with an official business on a secure platform. Rakuten Viber is also SOC 2 Type 2 and PCI Compliance certified and has encryption in transit in place for business messages, which ensures a message is encrypted from the moment it is sent until it reaches the final destination.

Business-initiated communication

One of the leading benefits of using Viber for business messaging is that brands can initiate conversations instead of waiting for customers to reach out to them first. This can serve as a competitive advantage for most brands wanting to take a proactive approach with their customer service or boost their promotional campaign performance.

Reduced costs

In most markets, Viber Business Messages are a cost-effective solution compared to other channels like SMS. This is especially true for brands with high message volumes. Unlike SMS, which is charged per message, Viber offers different rates for different message types and charges a fixed fee for two-way communication between brands and customers (otherwise known as “sessions”). This makes it a valuable solution for businesses looking to optimize customer outreach while minimizing expenses.

Higher click-through rates and conversions

Viber allows you to send rich media messages, such as images, videos, and files. This makes it easy to create engaging and informative content that will capture the attention of your target audience. You can also modify your messages with a variety of features, including call-to-action buttons, links, emojis, carousel cards, list options, and more to stand out from the competition.

Personalized experiences

Brands that use a CDP or CRM can integrate their existing marketing stack with the Rakuten Viber Business API to leverage customer data for more targeted and personalized messages. This way, you can segment and target audiences based on demographics, purchase history, behavior, and more to personalize the experience and influence conversions. With access to real-time insights, you can deliver timely and relevant content that resonates with each user’s unique interests, ensuring your messages feel less like promotions and more like valuable recommendations, making customers feel seen and understood.

Data-driven decision making

Viber provides detailed analytics of your campaigns and conversations, including the number of messages sent and delivered. This allows you to track your success and optimize your strategy for better results.

Viber Business Messages: use cases and examples

Viber Business Messages can be used across the entire customer journey in any industry. The most popular examples include:

• Promoting your products or services: Share relevant product recommendations, bundle promotions, new arrival showcases, and limited-time offers.
• Verifying users: Send one-time passwords for account registration, password reset, two-factor authentication, and more–while simultaneously checking if recipient numbers are legitimate.
• Sending updates to your customers: For example, business messages can help customers track and manage their deliveries and receive purchase receipts, order confirmations, laboratory results, appointment reminders, and more.   
• Post-sale follow-ups: Send satisfaction surveys to collect feedback from customers, share product setup or onboarding materials, and reinforce customer loyalty with educational materials or loyalty program rewards.
• Providing customer service: Respond to customer inquiries, providing support, or resolving complaints.

Here’s a closer look at how brands across industries can use Viber Business Messages:

Retail and e-commerce

• Fight cart abandonment: Send timely reminders to customers who have left items in their cart. Remind them to complete their purchase and offer an incentive to influence conversion.
• Promote new products: Leverage rich media messages to share your new collections, enabling customers to view your products directly in the app and add their favorites to their cart with just one click.
• Send back-in-stock alerts: Let customers know the items on their wishlist are back in stock and streamline the purchasing process by pre-filling their cart and enabling them to complete the order through the message link.
• Upsell based on purchase history: Connect your Viber Business Account to your CDP and CRM to send product recommendations based on what a customer previously purchased, increasing the likelihood to buy with personalized offers.

Podorozhynk Pharmacy set up targeted business messages to bring users to its chatbot and to deliver personalized promotions. This led to a 450% ROMI of its campaign and a 10% increase in ROI.

Banking and finance

• Promote relevant offers: Share personalized offers based on account activity. If you see a customer enjoys shopping or traveling, send special retail or airline card or points options to increase loyalty.
• Encourage service renewal: Set up timely reminders to let customers know when their card or insurance plan is about to expire. Enrich these messages with guided videos and documents to simplify the process and encourage increased renewal rates.
• Send important notifications: Share one-time passwords (OTPs) or other important alerts related to an account. Sending these messages on Viber increases visibility while “copy” buttons make it easy to complete processes, minimizing frustration.
• Collect feedback: Follow up with customers who recently contacted your support team or visited a branch. Set up a short survey on Viber to ask them about their experience and use this information to improve future interactions.

Ukrsibbank is an example of a bank that used Viber Business Messages to increase mobile app adoption, promoting its new app using images and CTA buttons in its messages to increase engagement and campaign performance. As a result, they saw 2x higher conversion rates compared to SMS, 50% more app downloads, and 30% higher app usage.

Delivery and logistics

• Delivery management: Enable customers to stay informed with their delivery details or make changes - all in the same chat.
• Schedule a pickup: If a customer wants to ship a package, they can schedule a pickup through Viber. They can share the pickup address, agree on a pickup time, and share a photo of where the package will be waiting for the delivery driver.
• Minimize package theft: Delivery drivers can share photos of where the package was left if nobody was home to minimize complaints and incidents of package theft.

D Express benefited from Viber Business Messages after sending automated personalized delivery updates to customers, enabling them to reply to the business account directly for more information, redirect their shipment, and more. As a result, over 85% of deliveries were delivered on the first try, which is 15% higher than before.

How to get started with Viber Business Messages

Getting started with Rakuten Viber Business Messages is easy. Here's how:

1. Choose a messaging partner. The very first step is to choose a messaging partner, which is a company that provides the infrastructure and support for Viber Business Messages. A partner will help you set up your account and create your company profile, and once everything is set and done, they will ensure the delivery of your messages. See a list of official Rakuten Viber messaging partners.
2. Register and create a Viber Business Account. Then, you need to register and create a Viber Business Account. Your messaging partner will help you in this process. When registering an account, you will include your company name, logo, and a description of your business that will be displayed on your business profile.
3. Receive a “blue tick” and an official Viber Business Account. Rakuten Viber will verify and confirm your brand’s eligibility, and once the procedure is done, you will receive a blue tick that proves your account is official. You can now start sending Viber Business Messages to your customers!

Ready to get started? Talk to us!