According to data from 2019 that was published on Statista.com, around 2,52 billion people use some sort of messaging application. Around 90 % of customers want to message with businesses. One of the platforms that brands can use for this purpose is Viber, an application that offers free space for „one-on-one“ or group chatting and video calls. It offers plenty of space to tell their stories in a way that is interactive, creative, simple and familiar for an end user.

Viber among the top 10 most downloaded apps

For many brands, social media business messaging is an important part of communication with a customer. It presents high-impact, native way to engage people through an online platform of a choice. Why should businesses use Viber?

Those mentioned above are not the only strong Viber numbers. Every minute, 7 million interactions happen on Viber. In 2019, around half of Viber users shared photos and videos every day. The average user launches his or her Viber application 12 times a day. According to statistics from 2020, 1 in 4 potential customers tap the buy button on Viber.

Engaging and creative message content

Unlike other options for business messaging, for example SMS, social media offers unique tools to engage customers. Marketers often struggle to fit the whole selling content into the character limitation of SMS. Viber has an extended number of characters for a single message, what offers much more space to share details about brands’ campaign.

Another advantage of Viber business messaging are creative tools that SMS lacks. On social media, such as Viber, it is much easier to catch customer’s attention. Emojis, pictures, stickers, GIF’s or video content boost an interactivity and creativity of a message. By using a click button, brands can also direct users to any website.

Source: Viber

3 types of Viber business messages

Viber offers three business messaging options: 1-way and 2-ways business messages or Viber Sessions. Brands can also create their own business profile page. It contains details about a company, such as area of expertise and website link. A business profile creates higher credibility in eyes of a customer and improves user engagement. Upcoming features will also include phone number, address of the company and an option for a deep link to chat with the businesses.

Profile cover information

This section should contain company logo, company name and industry specification.

About

Brief and informative description of company´s purpose.

Contact information

Here, company shares an address and phone number.

Links

Company can share a website link.

Unsubscribe button

Every customer has a chance to cancel a subscription if she or he does not longer want to receive messages from a company.

3 types of Viber business messages

Source: Viber

2-ways business messages

This type of business message allows a company to not only send, but also receive social media messages from a customer.

Therefore, the communication flows two ways: From a business to a customer and vice versa, from a customer to a business. In another words, customers can reply to businesses’ messages.

Usage

2-way Viber business messages are a good choice in cases when an interactivity with a customer is desired or required.

Viber Sessions

Viber Sessions are described as conversations with usage of offline and online marketing tools that have been initiated by customer or potential customer.

It may be led by a chatbot or a real person.

Each Session lasts for a fixed amount of time, maximum for twelve hours, during which brands can send a limited number of replies (60) to the customer’s original message.

Instead of paying for each message that companies send, they pay a fixed price for each Session.

Usage

Viber Sessions are useful when customer wants to ask a question, report a problem, change a reservation, or for example check a delivery.

Example from Hungary: Train schedule chatbot Sihuhu

A research studio RoboRobo from Szeged developed a chatbot Sihuhu that helps people navigate themselves through Hungarian railway timetable. After Viber operators noticed this innovation, they decided to integrate the chatbot into the application: Sihuhu on Viber.

In Sihuhu´s chat window, customer can choose a route plan or simply write from and to where she or he wants to travel (Budapest – Szeged). Sihuhu chatbot immediately provides users with a fitting train timetable. It also understands abbreviations (Bp. Instead of Budapest) or key words like “without transfer.”

App users were granted special tags as well, in correlation with the weather and the lack of air conditioners on the trains.

Conclusion

According to data from 2019 that was published on Statista.com, around 2,52 billion people use some sort of messaging application. Around 90 % of customers want to message with businesses. One of the platforms that brands can use for this purpose is Viber, an application that offers free space for „one-on-one“ or group chatting and video calls. It offers plenty of space to tell their stories in a way that is interactive, creative, simple and familiar for an end user.

Viber among the top 10 most downloaded apps

For many brands, social media business messaging is an important part of communication with a customer. It presents high-impact, native way to engage people through an online platform of a choice. Why should businesses use Viber?

Those mentioned above are not the only strong Viber numbers. Every minute, 7 million interactions happen on Viber. In 2019, around half of Viber users shared photos and videos every day. The average user launches his or her Viber application 12 times a day. According to statistics from 2020, 1 in 4 potential customers tap the buy button on Viber.

Viber’s monthly active user share by region per smartphone owners

Engaging and creative message content

Unlike other options for business messaging, for example SMS, social media offers unique tools to engage customers. Marketers often struggle to fit the whole selling content into the character limitation of SMS. Viber has an extended number of characters for a single message, what offers much more space to share details about brands’ campaign.

Another advantage of Viber business messaging are creative tools that SMS lacks. On social media, such as Viber, it is much easier to catch customer’s attention. Emojis, pictures, stickers, GIF’s or video content boost an interactivity and creativity of a message. By using a click button, brands can also direct users to any website.

Source: Viber

Comparisions of basic Viber and SMS attributes

3 types of Viber business messages

Profile cover information

This section should contain company logo, company name and industry specification.

About

Brief and informative description of company´s purpose.

Contact information

Here, company shares an address and phone number.

Links

Company can share a website link.

Unsubscribe button

Every customer has a chance to cancel a subscription if she or he does not longer want to receive messages from a company.

Source: Viber

1-way business messages

In case of 1-way business messages, information only flows one direction. From a business to a customer.

Usage

1-way Viber business messages are a good choice when there is no need for response from a customer.

Source: Viber

2-ways business messages

This type of business message allows a company to not only send, but also receive social media messages from a customer.

Therefore, the communication flows two ways: From a business to a customer and vice versa, from a customer to a business. In another words, customers can reply to businesses’ messages.

Usage

2-way Viber business messages are a good choice in cases when an interactivity with a customer is desired or required.

Source: Viber

Viber Sessions

Viber Sessions are described as conversations with usage of offline and online marketing tools that have been initiated by customer or potential customer.

It may be led by a chatbot or a real person.

Each Session lasts for a fixed amount of time, maximum for twelve hours, during which brands can send a limited number of replies (60) to the customer’s original message.

Instead of paying for each message that companies send, they pay a fixed price for each Session.

Usage

Viber Sessions are useful when customer wants to ask a question, report a problem, change a reservation, or for example check a delivery.

Example from Hungary: Train schedule chatbot Sihuhu

A research studio RoboRobo from Szeged developed a chatbot Sihuhu that helps people navigate themselves through Hungarian railway timetable. After Viber operators noticed this innovation, they decided to integrate the chatbot into the application: Sihuhu on Viber.

In Sihuhu´s chat window, customer can choose a route plan or simply write from and to where she or he wants to travel (Budapest – Szeged). Sihuhu chatbot immediately provides users with a fitting train timetable. It also understands abbreviations (Bp. Instead of Budapest) or key words like “without transfer.”

App users were granted special tags as well, in correlation with the weather and the lack of air conditioners on the trains.

Conclusion