Viber Chat: Explore the Next Generation of Business Chat Tools

by: Elizabeth Davies - April 2021

Viber Chat: Explore the Next Generation of Business Chat Tools

Viber Chat: explore the next generation of business chat tools

Customer conversations made easy

All too often, businesses implement customer support and sales enquiry solutions purely based on the technology available, but without considering the customer experience.

Multiple phone calls, often connecting to an interactive voice response (IVR) system which takes you in circles, email that doesn’t get responded to, or a message chatbot that has every option but the one you want. Sometimes, if you are lucky enough to have an agent answer your call, you are placed on hold for what seems like hours or, if they transfer you to another  department you have to repeat your concern or enquiry from scratch or worse, get disconnected!

This is a frustrating waste of time, to say the least, and doesn’t engender any warm feelings of loyalty toward the business’s brand!

The good news is that this is no longer the way it has to be, thanks to changing market trends and the new user and customer centric messaging services that have popped up in recent years.

Chat for business is increasingly being recognised as the way forward for businesses who are serious about nurturing and improving customer experience and keeping response times to a minimum. This model of communication aligns with the preferences of today’s consumers, who expect to be able to engage with you via the communications channels of their choice, when it suits them. Your customers don’t want to have to sit on the phone waiting for a reply. They want to know that their query has been received and when they can expect a response – while still carrying out other activities in the meantime. It’s all about managing the customer’s expectations.

Promotexter’s new Viber Chat for business tool addresses the needs of the customer and the business, providing better customer experience as well as efficient and effective customer service.

Let’s take a deeper dive into this latest business messaging offering…

 

How Viber chat for business can increase customer satisfaction and your bottom line.

As one of Viber’s major official partners, Promotexter supports your business by enabling you to get an official Viber Business messaging channel for your brand. Different partners offer different functionalities and Promotexter stands out from others because they’ve developed a multi-agent chat user interface (UI) for businesses, something few other partners are able to do.

Viber Chat for business can also be integrated to your existing CRM system, such as Hubspot via an application programming interface (API). This is on top of the existing Viber marketing campaign tool and Viber Ads offered by Promotexter.

By aggregating multiple touchpoints and communications channels into a single platform, Promotexter enables you to ensure that you’re connecting and interacting with your customers in a way that meets expectations and accommodates their preferred communications styles and channels. It also streamlines, simplifies, and accelerates the efforts of your agents. 

With Promotexter’s new chat for business tool, you can communicate with your customers in real-time through apps like Viber, Messenger and 2-way SMS with more channels coming soon. This ensures that all your customer’s most used channels are supported from a single business interface.

The Chat service also includes useful features such as a real-time inbox for incoming messages, with an auto-reply to new customer inquiries letting them know their position in the queue. This helps to manage customer expectations from the get go, giving your customers a sense of reassurance that they are in a properly managed queue so they can do something else while waiting for your agent to respond, without the need to sit on hold.  The platform supports multi-agents, business hours and the ability to reassign or forward a chat  to another agent with specific expertise relating to the customer’s query.

By managing the customer experience, the Chat for business UI also reduces the pressure on your agents because the platform supplies Agents with more contextual information about each customer, not just about their current query, but also their historical conversations and preferred communication channels before they engage with the customer directly. This lays the foundation for a more productive and satisfying interaction for both parties and will foster ever richer and more personalised two-way customer engagements, over the longer term.

 

What’s the catch? How much does it cost?

Sounds too good to be true but it gets better, because Promotexter’s Viber Chat for business has no set up fees and no monthly fees. There is a small minimum traffic commitment but basically the model is you just pay for the messages you send which cost about USD0.01 or less. Even better, the Chat service supports chat sessions comprising 60 outbound agent messages over a 12 hour window at a fraction of the regular messaging price, usually far more than needed for a standard customer exchange.

Promotexter, has also partnered with Viber to make rich-content Viber promotion blasts, transactional notifications and chat available to any size of business, no matter how big or small.

If you want to put your customer engagement first, Promotexter’s Viber Business Chat will get you there fast. 

Keen to learn more? Contact us today, and we’ll help you get started!

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