Have you been thinking of using Viber for business? Have you been asking yourself do you want a public account or a Viber bot? You're in luck because this is your ultimate guide to Viber for business.
This post is designed to help you with your research, we're going to be answering questions like:
- What is Viber?
- Why use Viber for Business?
- Where is Viber popular?
- What types of Viber business accounts are there?
- How to generate leads with Viber?
- Can I use Viber for customer service?
What is Viber?
Viber is not just your straightforward messaging app. Unlike many of the other messaging apps we've discussed in our other ultimate guides, Viber has always had a very serious focus on calling.
There are three main panels in the Viber app. Chats helps to find all your current conversations whether they are messages or calls. The calls panel is very similar to the people panel on Facebook Messenger. It shows all your contacts, even if they don't have Viber. It also helps to start calls easily. The more panel gives users access to settings and a way to discover brands, bots, and stickers available in the app.
Why Use Viber for Business?
The benefit derived from using Viber is similar to that of WhatsApp and Facebook messenger – the app’s vast audience. According to statista, the number of unique Viber ID's rose from 19 million to over 1 billion between 2011 and 2018.
Over 7 million calls, messages, photos, and stickers are exchanged every minute. With 30% of its users sending stickers, and 50% focusing on photos and videos daily, Viber for business is the perfect marketing playground for any business.
By setting up Viber, businesses have access to a vast audience and open up numerous marketing opportunities.
Where is Viber Popular?
With consumers all over the world, Viber could be an amazing tool for your brand. However, the app’s popularity fluctuates globally, making it more popular in some countries than in others. Viber’s user-base is in 193 different countries. The majority of Viber’s users are found in Asia and the Asia Pacific regions.
A part of the popularity of the app is due to the enhanced and secure user experience for all, thanks to Israeli law, the company is not obligated to give out information to any third party due to court orders issued by a governing body. Users can rest assured that their personal information will never be used anywhere else. Viber highlighted this fact when Apple fought the FBI following their request for one of the user’s personal information.
Types of Viber Business Accounts
There are several different kinds of Viber Business Accounts you can apply for. Viber calls these public accounts. Across all of these different accounts, you'll need to fill out a form and be approved by Viber. We haven't done this yet so, unfortunately, we cannot tell you how it will go. However, there is one other type of account you can create that doesn't require any approval, a bot account.
Getting Started with a Viber Public Pages
To set up a Viber Public Page you'll need an existing Viber account. Once you've created one of the above types of accounts. You'll be set. As we mentioned there is a way to set up a business like account on Viber without getting approvals, but we will detail these in another post.
How To Benefit From Viber For Business
Every messaging app has its eccentricities and Viber is no stranger to those. Below we'll be discussing how to use the tools Viber provides in order to get the most out of your account.
Generate Leads Using Viber for Business
In terms of lead generation and marketing, Viber has a similar set of tools to the other apps we have profiled on our blog.
Generate Leads Using Viber In App Search
As is the case with most other messaging apps, Viber users will need to message you first. There are several different tools you can use to achieve this.
If you've applied for and been approved for a Viber Public account and user will be able to go to the Discover section of the Viber app and search for you. In fact, you can even be featured there. Unfortunately, if you just create a bot on Viber no one will be able to search for it by name. That is our experience at least.
Generate Leads Using Viber Scan Codes
Once you create a public account you'll be able to see and download the QR code to your chat from your Admin back end. Although they work as intended there is no ability to add reference codes. So there will be no way for you to track where users are coming from.
Generate Leads Using Viber Advertising
As on other messaging apps, you'll be able to buy ads in order to drive traffic to your Viber public accounts. Admixer’s main focus is on automating ad campaigns, and helping businesses promote their products through a range of features. All ads within the app are placed relatively organically, there are several ad formats:
- In-app ads after calls end
- Ad banners on desktops and sticker pages
- Promotional stickers
30% of Viber’s users are crazy about stickers, while the rest use them from time to time. Nearly 600 million stickers were downloaded only in 2016, showing real marketing potential. As a brand, you can take advantage of that by making sticker packs. When someone downloads your branded sticker pack they are automatically subscribed to your public chat, and you are added to their contact list.
Contact Organization and Segmentation
Organized contacts can help you get closer to your customers and interact with them easily. You can facilitate prospects throughout their buyer’s journey with Viber for business. Thanks to the app, you can manage all your contacts from one convenient place, and further enhance your customer’s experience through the chatbot integration feature, coupled with 1-on-1 marketing.
The Viber admin panel can give you information about your Public Account and see how it's performing – its popularity, retention, and customer involvement. If you have numerous accounts, simply click on the list of accounts on your dashboard, under the Public Chats icon. The information you can sift through include;
- The number of views/viewers/followers
- Invites sent and invites accepted
- The number of likes and dislikes
- The total number of messages sent and received, including images and stickers.
Viber gives you autonomy over your account’s analytics, allowing you to see the data the way you like. This includes choosing the type of graph you fancy, the time span for which you’d like to see data or download the whole bundle of information to analyze at your leisure.
Reaching Out to Contacts on Viber Public Accounts
Reaching out to a wide range of people at once can be difficult and costly on any platform. However, with Viber, you get access to a number of tools for mass contact outreach as well. These include:
Public Chats are basically searchable group chats. Viber’s public chats can be accessed by anyone, making it the best platform to market your business on. Customers can search public chats by topic, making it easier for them to find you. This can give you a great platform to send out promotional material on. The followers can invite their friends and family to join the group as well, making it a feature with immense marketing potential.
Viber allows you to add as many people as you want to your contact list, an imperative feature for businesses. If you are announcing a new discount or product and would like your contacts to know, you can broadcast it to your list instead of painstakingly messaging your contacts individually. With Viber, you can send a message to up to 50 contacts at once!
Using Viber For Business For Customer Service
Viber for Business also allows you to help your customers with anything they need. Numerous customer service features allow you to be up close and personal with your customers.
Quick Replies With Viber For Business Desktop App
With the help of integrated Viber Bots, your desktop app can send quick replies to your customers when they ask about your products. These messages can either be an introductory greeting once the conversation starts or a simple “we’ll get back to you” message. Additionally, the new update to the desktop app also allows you to send emojis by simply hovering over a chathead.
Search & Filter Messages
Viber lists all your messages in one place so that you can quickly switch between chats and tend to more than one customer at a time. However, if at any time you need to look at a certain chat or find a phrase, you can simply search for keywords or the client’s name within those chats.
You can also use the search list to see how many results you receive and compare the number of customers who have inquired about a particular product.
If you choose to set up a bot account on Viber rather than a public account. You'll be able to answer your clients more quickly than if you were to create a regular account. But don't expect to be able to create your bot in Viber itself. You'll need to hook up an external service like Rocketbots or Dialogflow to create your bot.
Using the Viber Business messages account you'll be able to use one of their partners 1 to 1 chat clients in order to provide customer service on their platform. In fact, there is really no other way to do so, because Viber does not have its own business account chat function. To use this service you'll need to approach one of their partner service providers and apply.
Is That All Viber Has To Offer?
Not at all. Viber has a lot of features and APIs that we haven’t mentioned yet; the most important one being the on-the-go e-commerce integration within the app. The future of efficient functionality is in in-app stores, where you can recommend a product to your prospect, or a potential client can send you a specific product and ask relevant questions without needing to shift from the app.