When choosing between Viber and WhatsApp for your business, both messaging apps offer robust features for communication, customer engagement, and support. However, each has distinct advantages depending on your specific business needs, audience, and communication style.

Here’s a detailed comparison of Viber vs. WhatsApp to help you determine which messaging app is best suited for your business:

1. User Base and Popularity

• WhatsApp:
  • Wider user base: WhatsApp is one of the most popular messaging apps globally, with over 2 billion users in more than 180 countries. It is widely used in regions like India, Brazil, Europe, and the Middle East, making it ideal for businesses targeting international audiences.
  • Ubiquitous presence: Almost everyone with a smartphone in many parts of the world is familiar with WhatsApp, so it’s easier to connect with customers.
• Viber:
  • Smaller but engaged user base: Viber has a smaller user base compared to WhatsApp, with around 1 billion users. It is more popular in certain regions like Eastern Europe, Russia, and some parts of Asia. It’s a strong contender in these areas but doesn’t have the same global reach as WhatsApp.
  • Niche appeal: Viber tends to attract more users in specific markets, especially in countries with high internet adoption but low access to traditional mobile networks.

2. Business Features and Tools

• WhatsApp:
  • WhatsApp Business App: WhatsApp offers a dedicated Business version, allowing businesses to create profiles, showcase essential details like business hours, contact info, and website links. It also provides:
    • Automated replies (Quick Replies, Away Messages)
    • Labels for organizing contacts and chats
    • Catalog to showcase products/services
    • WhatsApp Business API for medium and large businesses to integrate with customer support platforms and automate communications.
  • End-to-end encryption: WhatsApp provides end-to-end encryption for all personal and business communications, ensuring a high level of security.
• Viber:
  • Public Accounts: Viber offers Public Accounts for businesses, allowing you to create branded accounts for customers to follow. These accounts can be used to send updates, promotions, and interact with followers.
    • Chatbots: Businesses can create chatbots to automate customer support, send notifications, or handle frequent inquiries.
    • Viber Communities: You can create larger communities for discussions, updates, or customer engagement, with the ability to manage up to 500,000 members.
    • Viber Out: This feature allows businesses to make low-cost calls to non-Viber users or landlines, which is a great option for reaching customers outside the app.

3. Multimedia Sharing and Engagement

• WhatsApp:
  • Media sharing: WhatsApp allows businesses to share images, videos, voice messages, and documents. However, there are limits on file sizes, especially when sending media directly to customers (around 100MB).
  • Status Updates: WhatsApp has a Status feature where businesses can post temporary images, videos, or updates for their contacts, similar to Instagram Stories.
• Viber:
  • Rich media sharing: Viber also supports images, videos, voice messages, and documents, and its sticker market is especially popular. Businesses can create branded stickers for marketing campaigns or customer engagement.
  • Stickers & GIFs: Viber allows users to send custom animated stickers, which can be used to promote products and add a fun element to customer conversations.
  • File sharing: Viber supports larger file sharing compared to WhatsApp, allowing businesses to send larger documents without hitting size limits.

4. Customer Support and Communication

• WhatsApp:
  • Direct communication: WhatsApp enables businesses to communicate directly with customers through text, voice, and video calls.
  • Business API: With the WhatsApp Business API, businesses can provide advanced support features such as automated responses, ticketing systems, and integration with CRMs.
  • Live support: Businesses can respond to customer inquiries in real-time, making it ideal for customer service and support.
• Viber:
  • Viber Bots: Businesses can create bots for automated customer support, appointment scheduling, order tracking, and more.
  • Group Chats and Communities: For businesses that want to manage larger customer interactions or provide group-based support, Viber allows businesses to create Communities and group chats for discussions and updates.
  • Viber Out: Unlike WhatsApp, Viber allows businesses to call non-Viber users and landline phones with Viber Out, which is an advantage for reaching customers who don’t use the app.

5. Advertising Options

• WhatsApp:
  • No native ads: WhatsApp does not have any native advertising options within the app. However, businesses can run targeted ads on Facebook and Instagram (which are owned by the same parent company), directing users to their WhatsApp profiles or groups.
• Viber:
  • Viber Ads: Viber offers advertising options directly within the app, including sponsored posts and stickers. Businesses can use these ads to promote products or services, targeting specific users based on demographics, interests, or behavior.
  • Branded Stickers: Viber’s sticker market allows businesses to create custom, branded stickers, which users can share. This is a fun way to promote your business and increase visibility.

6. Privacy and Security

• WhatsApp:
  • End-to-end encryption: WhatsApp uses end-to-end encryption for all messages, calls, and media, ensuring that only the sender and recipient can read the content.
  • Business verification: WhatsApp Business accounts are verified with a green checkmark, giving users confidence in the authenticity of the business.
• Viber:
  • End-to-end encryption: Viber also offers end-to-end encryption for all private communications, including one-on-one messages, calls, and shared media.
  • Secret Chats: Viber has a Secret Chat feature, which allows businesses to create private conversations with features like self-destructing messages and no screenshots.
  • Business verification: Viber also supports business verification, giving your public account a verified badge to enhance credibility.

7. Cost

• WhatsApp:
  • Free to use: WhatsApp is free for all users, and the WhatsApp Business app is also free. However, the WhatsApp Business API may require additional costs depending on the volume of messages or integration with third-party platforms.
• Viber:
  • Free to use: Viber is free for messaging and calling other Viber users. However, Viber Out calls to non-Viber users or landlines require purchasing credits, which can incur costs.

8. Which App Is Best for Your Business?

Choose WhatsApp if:

• You are targeting a global audience with a wider user base.
• You need advanced customer support tools, such as WhatsApp Business API or integration with CRM tools.
• Your business has a large number of customers and you require tools like automated replies, quick replies, and catalogs for efficient communication.
• You prefer a secure platform with strong end-to-end encryption and a widely recognized reputation.

Choose Viber if:

• Your business operates in regions where Viber is more popular, such as Eastern Europe, Russia, or parts of Asia.
• You want to leverage rich media content like custom stickers, GIFs, and creative ads to engage with your audience.
• You are looking for affordable calling options to landlines or non-Viber users with Viber Out.
• You want to create a community for your business and engage with large groups of users.

Conclusion

Both WhatsApp and Viber offer powerful features for business communication, but the best choice depends on your business goals, target audience, and communication needs. If you’re targeting a global customer base and need advanced support tools, WhatsApp is the better choice. However, if you’re operating in specific regions where Viber has a strong presence and want more creative engagement options, Viber could be a better fit.

Ultimately, the key is to choose the platform that aligns with your business strategy, customer preferences, and marketing goals. Many businesses also use both platforms to maximize their reach and provide comprehensive support.

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