Cloud communications company, Infobip, has integrated Viber Chatbots messaging solution into its (Software as a Service) SaaS-based (Communications Platform as a Service) CPaaS offering comprising Infobip’s digital-first cloud contact center ‘”Conversations,” and smart virtual assistant “Answers.”

Viber, one of the most popular messaging platforms in the world, developed the bot to strengthen customer care for businesses.

Viber Chatbots are used for two-way chat over Viber and are session-based communication, meaning businesses are always there for customers with round-the-clock availability, streamlined communication, and an intuitive customer experience (CX). Viber Chatbots offers end-users easy and fast communication with businesses in a more dynamic way using customizable keyboard options and rich media messaging. Verified Chatbots are searchable as channels in the Viber app.

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“Integrating this messaging feature into the customer journey allows brands to improve relationships with their customers as well as showcase new products or services,” said Kreso Zmak, VP Product at Infobip. “Viber Chatbots in Conversations/Answers aims to help businesses reach and extend the conversation to new and existing customers alike, customize the user keyboard and use rich media to offer a dynamic and immersive messaging experience, as well as use automation to qualify and convert the target audience into paid customers.”

Viber users in PH

Viber Chatbots were designed to provide businesses with a range of services (from banking to retail and media) direct-to-customers. End users can converse in real-time with organizations to receive services and support for things like account setup, bank balances, and purchase receipts in a timely and convenient manner on their preferred channel.

In the Philippines, Rakuten Viber said its business users soared last year with more companies seen reaching out to customers during the pandemic. Rakuten Viber recorded a 291% growth in conversational business messages for 2021, helping brands establish one-on-one connections with their Filipino customers.

Automation

To provide automated replies to their customers, a lot of businesses choose to launch Viber Chatbots. Rakuten Viber saw this trend globally and locally with a 23% growth in the number of chatbots opened by Filipino businesses. Businesses can use Viber Chatbots to engage and address customers with “permissioned” non-transactional messaging such as special offer alerts.