Delivering great CX via digital channels is becoming a priority for many forward-facing businesses. Here's why messaging platform Viber is ideally placed to deliver on that goal.
Savvy brands are going all out to meet and engage with consumers on their terms, and who can blame them? After all, research shows that putting customer experience front and center increases customer satisfaction rates by up to 30%, and revenues by up to 50%. In fact, 84% of consumers say that a brand's customer experience is as important as its products and services.
To benefit from such substantial gains — and keep those demanding customers happy – enterprise is doubling down on its commitment to digital channels, which customers increasingly prefer over more traditional channels. Nowhere is this more true than with messaging platforms; 53% of consumers state they are more likely to shop with a business they can message.
How Viber creates serious CX opportunities
One potential ally in this rush to connect with customers on their own turf is private messaging platform Viber. It has one billion users in over 190 countries, and offers great penetration rates globally, particularly in South East Asia (59%), Central and Eastern Europe (76%), and CIS (76%).
Traditionally used by people to chat, gossip and share with family and friends — there are over seven million interactions on Viber every minute — brands are turning to Viber's Business Messages solution to provide customer services on a messaging platform that consumers already know and trust.
Services include providing instant care and support; notifications to keep customers in the loop about orders, shipping and accrued loyalty points; and guided selling where consumers are steered via chat to products they might be interested in buying.
Critically, Viber Business Messages is also marketing-friendly. Unlike other messaging platforms that ban any kind of marketing, Viber allows businesses to promote their latest deals, send personalized offers, and much more.
Designed to serve both the business and the customer
Underpinning these services are several enterprise-grade features that allow brands to leverage the platform more effectively as well as build that all-important customer trust:
Offer encryption for peace of mind
With cyberthreats set to increase globally, 68% of consumers understandably feel concerned about their security on the internet. To help combat these fears, Viber Business Messages are secured via class-leading end-to-end encryption with the platform whitelisting a limited number of IPs for each business. In plain English, that means only a legitimate company can access its own account, not hackers. To protect business against hefty fines and reputational damage, Viber is also fully compliant with all major regulations including GDPR.
Make business processes 'pop'
From branded business profile pages featuring customer-reassuring verification (denoted by a blue tick by the brand's name) to the ability to chat with customers using text, images, and more, Viber lets companies create rich, attractive and verified messaging. Best of all, messages are trackable so brands can see how customers are interacting with them, and perhaps more importantly, to see when they're not.
Put customers in control
Deploying a private messaging platform means customers will automatically expect to be put first; remember, it is their turf after all. It's why Viber allows users to see a business message's content before deciding if they wish to receive more messages from that company. That's good for consumers, and great for companies who don't want to end up being blocked. Customers can also use Viber Sessions to initiate a conversation with a company in an instant, creating genuine opportunities for two-way conversations, instead of a static set of one-way services.
Team up with a Viber expert for optimized roll out
While brands can implement Viber Business Messaging themselves, official Viber providers offer several advantages over such a self-service approach. For instance, tyntec lets a business integrate the Viber API with existing enterprise systems or alternatively, use its friction-free Support Inbox. This gives companies full access to the Viber Business range of services, all in one place. For even greater efficiency gains, tyntec's chatbot ecosystem allows brands to deploy Viber-based bots to help support human agents.
Whichever route a business decides to take, Viber offers unrivaled versatility and flexibility for optimizing customer services. Whether it's a bank sending an alert about irregular activity on a customer's account, a cab company confirming a ride, or a fashion retailer promoting its latest range, the messaging platform creates real opportunities for brands to deepen customer relations, and design great, loyalty-building customer experiences.