Viber – The Consumers’ Favorite Communication Channel
The InfoServ CRM contact and call center software solution now officially supports the most popular communication channel – Viber. By integrating it into your system, you give your customers yet another option for direct connection with your business — one that matches the widespread user preference for chatting.
Why Did We Add Viber as a Communication Channel?
Viber holds over 90% market share in Bulgaria, making it the №1 communication app in the country and an excellent tool for customer service and support through chat – managing inquiries, accepting orders, and resolving issues. Here's why:
- 90% of Viber messages are opened within 3 minutes of being received
- Viber users send over 30 messages per day
- Viber handles 70 million interactions every hour
- Users spend an average of 35 minutes per day on Viber
- Viber is opened at least 12 times a day by users
Integrating Viber with InfoServ CRM will give your customers freedom and convenience, while giving your business a competitive edge.
What Advantages Does Viber Bring to Your Business?
Standardized Client Profile
Provide a communication channel through the most popular chat app used daily by your audience.
Communication History
Provide a communication channel through the most popular chat app used daily by your audience.
Document Templates
Send Viber messages to all your customers subscribed to your official customer service channel.
Phone Integration
Run mass outbound campaigns or send personalized messages to individual customers, depending on your business needs.
Email Integration
Improve the customer experience by offering a communication channel with multimedia support.
Customer Service
Build more personalized relationships with your customers via direct contact through a dedicated Viber service and support channel.
Mass Campaigns
Simplify customer access – once they’ve connected with you via Viber, they won’t need to search for your contact details again.
Marketing activities
Boost user engagement with personal, two-way conversations.
What Are the Benefits of Viber Integration for Your Customers?
Convenience
Customers are free from time and location constraints. Even if they send an inquiry outside of business hours, they’ll receive a response as soon as possible.
Flexibility
Allow your customers to connect with you directly from their smart device in just a few clicks, as long as they have an internet connection.
Viber Integration
Viber integration works with all app features – receiving files, locations, contacts, videos, images, and using emojis and stickers.
How Does Viber Integration Work?
When a customer visits your corporate website or online store and wishes to contact you via Viber, they can simply click on the designated icon. This will directly open a new Viber chat in their app, automatically detecting whether they are using a mobile device or a desktop.
Once the contact is initiated, the customer is automatically subscribed to your Viber channel, enabling direct communication with your business. From that point onward, InfoServ CRM associates this contact with the specific customer profile in the system, and the entire correspondence is stored in their customer history.
What Can You Do with InfoServ CRM + Viber Integration?
The combination of Viber features and InfoServ CRM enhances customer service and support, offering the following capabilities:
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Distribute incoming Viber messages to the right department and/or the most suitable employee.
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Use ready-made response templates for faster and more accurate service.
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Transfer chat conversations between employees when needed.
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Send outbound messages to specific customers after they subscribe to your Viber channel.
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Customize your corporate channel’s appearance – name, avatar, and welcome message.
How Does Viber Integration Work?
When a customer visits your corporate website or online store and wishes to contact you via Viber, they can simply click on the designated icon. This will directly open a new Viber chat in their app, automatically detecting whether they are using a mobile device or a desktop.
Once the contact is initiated, the customer is automatically subscribed to your Viber channel, enabling direct communication with your business. From that point onward, InfoServ CRM associates this contact with the specific customer profile in the system, and the entire correspondence is stored in their customer history.
Viber Marketing
Reach a large number of customers with mass marketing campaigns or demonstrate a personalized approach through targeted marketing messages using Viber integration in InfoServ CRM. Perfect for all kinds of promotions and activities — from seasonal sales and new product launches to event invitations and customer feedback requests.
Viber integration for marketing combines the familiar features of the most popular chat app with InfoServ CRM's technical capabilities for more effective campaigns and better results.
Key Features:
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Business profile with a name, appearance, description, industry, website link, and an optional Welcome Message sent automatically when the customer initiates contact.
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Marketing messages can include: text and emojis; visuals – photos or graphic images; a Call-to-Action button linking to a desired landing page.
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Precisely target customers and partners based on specified criteria and schedule your marketing messages for optimal timing.
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Automatically document the entire Viber communication history in the customer’s CRM profile, alongside all other communication channels.
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Detailed reports on your marketing campaigns – messages sent, delivered, read, and the number of clicks on buttons and/or visuals.
With the InfoServ CRM + Viber marketing tandem, you boost customer satisfaction, achieve more sales, and improve the overall user experience.
Stay Ahead with Viber
Gain a competitive advantage by providing your customers with the option to use their favorite channel to contact your business.
Give your team the ability to handle all customer inquiries quickly and efficiently, regardless of whether they come via phone, email, web chat, or Viber – all in one place: InfoServ CRM.
Request a demo or call us at +359 886 422 500 to learn more about Viber integration in InfoServ CRM.