Using Viber for business can significantly enhance your customer interactions, improve engagement, and provide a secure, reliable communication channel. With its extensive features designed for businesses, Viber enables you to connect with customers and clients in a more interactive and personalized way.

Here’s a guide on how to use Viber for business, including the tools and strategies you can leverage:

1. Viber for Business Overview

Viber provides a set of tools and features that allow businesses to communicate directly with customers, promote services, and offer support. Viber is popular due to its user-friendly interface, secure end-to-end encryption, and global reach.

2. Setting Up Viber for Business

Create a Viber Account

To use Viber for business, you first need a regular Viber account, which can be done using a phone number or via a business phone number. For businesses, it’s best to use a dedicated phone line for your Viber account.

Create a Verified Business Account

For increased trust and visibility, businesses should apply for Viber for Business verification. This will give you a verified badge next to your business name, which helps build credibility with customers.

• Verify your business: Go to the Viber for Business page and complete the verification process by providing the necessary business details.
• Branding: You can customize your business profile with your logo, business name, and other information to create a professional look.

3. Viber Business Tools

Here are some of the key business tools available on Viber:

Public Accounts

A Public Account is a branded account that businesses use to engage with customers. Customers can follow these accounts to receive updates, promotions, and customer support. Public Accounts allow businesses to:

• Post news, promotions, and offers directly to users’ feeds.
• Interact with users by replying to their questions and comments.
• Share multimedia content like images, videos, and links to drive engagement.

Viber Communities

A Community is similar to a group chat but designed for larger audiences, often used for discussions or topic-based communication. You can:

• Create a community around your brand to engage with followers, answer their questions, and provide valuable content.
• Grow your community by sharing invite links via email, social media, or your website.

Viber Bots

Viber allows you to integrate chatbots to automate communication. This is particularly useful for customer service, order tracking, or frequently asked questions. Bots can:

• Respond instantly to customer inquiries.
• Provide support outside of business hours.
• Guide customers through processes, such as placing orders or booking services.
• Share product updates or promotions automatically.

Viber Ads

Viber also offers advertising options to promote your business to a wider audience. You can run display ads in the form of:

• Sponsored stickers: Custom stickers branded with your business that users can share.
• Sponsored posts: Native ads that appear in users’ message feeds. These can be targeted to specific demographics, making them an effective tool to expand your brand visibility.

Viber Out

With Viber Out, businesses can make calls to non-Viber users, landlines, or mobile numbers at competitive rates. This is ideal if you need to contact customers who aren’t on Viber.

4. Customer Support on Viber

Viber is an excellent tool for providing customer support. Here’s how to use it for this purpose:

1:1 Customer Support

You can offer personalized customer support by responding directly to users via text, voice messages, or video calls. This can help you resolve issues faster and provide better service.

• Use the text chat for quick inquiries.
• Use voice or video calls for more complex issues that require face-to-face interaction.
• You can even share media, such as product images, or walk customers through solutions with screen sharing (on mobile and desktop).

Viber Communities for FAQ

A Community can be a useful resource for providing FAQs or tips about your product or service. You can pin important messages, FAQs, or helpful links so that users can quickly find the information they need.

Live Chat via Viber Bots

Integrating a live chat bot allows you to automate responses for common customer queries, improving your responsiveness and cutting down on manual work. Bots can:

• Handle simple questions (e.g., business hours, product availability).
• Direct users to your customer support team for more complex issues.

5. Content and Promotions

Viber offers several ways to share promotions, updates, and content with your customers:

Promotional Campaigns

You can use your Viber Public Account to run promotional campaigns, send product updates, or notify users about discounts. This can help drive sales and increase engagement. You can share:

• Discount codes
• New product launches
• Limited-time offers
• Exclusive content

Engage Customers with Stickers

Viber has a vibrant sticker market, and businesses can create branded stickers for users to share. Custom stickers can:

• Increase brand visibility.
• Make customer interactions more fun and engaging.
• Be used as part of a promotional campaign.

Multimedia Sharing

Viber allows businesses to share multimedia content, such as videos, photos, and links. You can send visual updates about your products or services, keeping your audience engaged and informed.

6. Tips for Effective Use of Viber for Business

1. Personalize Interactions: Use the messaging platform to build a personal relationship with customers. Make sure to use a friendly tone in chats and respond quickly to inquiries.
2. Automate with Bots: Set up bots for frequently asked questions, booking appointments, or handling support tickets. This allows you to save time and ensure consistent responses.
3. Run Targeted Ads: Use Viber Ads to target specific groups of users with relevant offers and promotions, increasing your chances of converting leads into customers.
4. Offer Exclusive Content: Share promotions, discounts, or exclusive content with your followers to incentivize them to stay connected with your brand.
5. Encourage Reviews and Feedback: Ask satisfied customers to leave reviews or feedback directly on your Public Account or in your Community. Positive reviews can help build your reputation.
6. Monitor Analytics: Keep track of your engagement rates, click-through rates, and other metrics using the Viber for Business dashboard. Use this data to optimize your campaigns and interactions.

7. Viber for Business Best Practices

• Consistency: Make sure you maintain regular communication with your followers to keep your brand top of mind. This includes responding to customer inquiries quickly and sharing content regularly.
• Professionalism: Even though Viber is informal, maintain professionalism, especially when dealing with customer issues or support requests.
• Target Audience: Be strategic about the type of content you send to different segments of your audience. Use targeted campaigns to ensure relevance.

Conclusion

Viber offers a wealth of tools that businesses can use to enhance customer engagement, build their brand, and provide better customer service. By leveraging its Public Accounts, Viber Out, Bots, and advertising tools, you can create a robust communication strategy that works for both small and large businesses. Whether you’re looking to build stronger relationships with customers, promote products, or provide efficient support, Viber offers a dynamic and secure platform for all your business communication needs.

 

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