Technology has grown leaps and bounds, especially in streamlining the user experience, and more customers are asking to re-introduce themselves to a brand again and again across multiple touchpoints. Customers are constantly asked to enter their basic information, such as their name, address, and payment details, many times than necessary.
More than 64% of people have approved of businesses that use information which is shared directly through messaging conversations to improve their overall customer experience. Viber Business Messages , along with CRM or CDP, can help you access your customer’s history, such as name, interests, previous orders and delivery details.
When the client has bought an appliance, the store will send you a query after the sales have been completed, Viber Business messages can help address your customers in real-time for the appliance model.
Don’t keep customers waiting – respond to them now
Customers are always told to be on hold for hours which leads to poor service and if you want to improve upon your brand loyalty with your customers, it is important to prioritise query resolution. These days, they are moving towards social media and instant messaging apps for quick response, and they expect their favourite brands to be present on the platforms of their choice
Chatting to customers with a messenger means that you can respond within an instant to requests that increase your customer lifetime value. The lifetime value can be measured by how much a customer is worth to a company over the term of their relationship. It has led to a greater quality of service for their customers.
Viber Business Messages have helped brands provide a store-style concierge service through digital channels. Customers choose the right gifts, discuss booking details to assemble furniture post-purchases, and more.
Real conversations that occur between live agents and customers can cover a wide variety of different subjects, such as:
Helping choose the right type of products
Customers will need help in choosing the right products for their needs, and they may need help in knowing what the features and benefits of the products will be like. Viber Business Messages’ two-way conversations have helped to put shoppers in touch with real assistants in providing instant answers to whatever the query is like.
Managing the delivery and the entire
Customers these days want to know the exact delivery time and location of their orders, especially in time-sensitive cases. With the help of Viber Business messages, businesses can notify their customers of their order status and adjust the delivery details all from their phones themselves. Many companies have seen a noticeable difference in their customer satisfaction levels, as they were able to deliver more messages the first time than ever before.
Providing support once the sales are done
In business, after the customer has made the purchase, the next step is to keep them on their customer journey by ensuring that you upgrade or convert them from a one-time buyer into a loyal customer. It can be done by using conversational messages and providing support whenever required, and it is needed. For example, when a customer buys a new product and they want to know about the features, they can simply message the company through the app to learn about tutorial videos, support and tips.
Collecting feedback from your customers
With the help of real-time customer support, business messages provide instant, valuable feedback that also lets customers feel that their opinions are more valued than ever before. As a business owner, with business messages, it is possible to collect positive reviews for all your social media channels.
What are the various ways that Viber Business Messages can help with ensuring a super smooth conversational flow?
Viber is always on the lookout for developing and rolling out new features in figuring out how to support users and helping brand conversations flow in the best manner possible. Users can send out photos, videos and different files directly to brands, and this helps to limit the use of an in-person visit, especially during pandemic times.
Some popular examples of this are in sending out information such as receipts, invoices and booking confirmations. For example, a person making a hotel reservation can get their booking confirmation directly through a messaging app.
Users can easily pin important information within a single thread or just pin the whole conversation to the top of the main chat screen. It is possible to get to what matters quickly for any business in just a few clicks. For example, one of the most popular use cases is in hotel bookings, in order to speed up the entire check-in process and to pin a negative PCR test result to show at the airport.
Users can also reply to specific messages inside conversations with different brands to clearly understand the product the customer is referring to. Another example is an auto-reply feature that can help provide support to your customers without them feeling ghosted.
Viber Business messages can help with a variety of different use cases, especially in successfully building out conversations with customers:
- It can be help build great relationships and customer confidance about your brand and that you care about them.
- Viber Business messages are much more convenirnt as they let customers pick up conversations whenever they are suitable
- Your customer will love the one-on-one, conversational while being customer-centric such as email or phone.
- With the help of Viber Business Message, You do not need to chat with friends and colleagues on a different plateform as it is all present in one single app
Through the help of RouteMobile’s Viber Business messages, you can provide an excellent customer experience, and businesses can foster real and meaningful relationships, significantly strengthening the bond between customers and brands. Do you want to try out and incorporate Viber Business Messages into your organisation? Reach out to us to learn more about using IVR, or write to us at marketing@routemobile.com , and we would be more than happy to reach out to you!
