Viber Messaging as a Tool for Successful Customer Interaction

Viber is a convenient platform for engaging with users, allowing you to create personalized messages, conduct surveys, and provide real-time support.

With Viber, you can increase customer loyalty to your company and improve conversion rates.

In this article, we’ll explore how to communicate with users through Viber messaging while staying within the guidelines.

How popular is Viber now?

Rakuten Viber is the messenger’s full name, as Viber was acquired by Rakuten in 2014.

Viber is one of the most effective and accessible marketing channels. You have the chance to reach a vast audience and increase brand awareness. According to Viber, 90% of users want to message brands, and 53% typically buy from companies they can easily reach via messenger.

Why use messaging apps for campaigns

Modern people live in messaging apps. These aren’t just communication tools; they are entire worlds where people chat, work, and entertain themselves. As a result, messages in chat apps are noticed much more often than, for example, emails.

This type of interaction helps build closer relationships with customers. The ability to use different formats — from text to video — makes communication with readers even more engaging. This way, users feel special and are more likely to become repeat customers.

How to send messages via Viber

Standard free messages are limited to 50 contacts per day. Exceeding this limit will result in a block.

For bulk messaging, external CRM and CDP platforms are used — such as Altcraft.

By integrating Viber into the Altcraft CDP platform, you can expand the range of channels used and automate messaging in this app. You can also send personalized messages, set up scenarios, segment audiences, and access detailed statistics and analytics for your Viber campaigns.

What results can be achieved with Viber messaging? Read the case study of BNB Bank.

What are the advantages of Viber messaging

Viber messaging is a convenient tool for notifying customers about new products or services, conducting promotions, sending holiday greetings, and much more.

The main benefits of Viber messaging:

Cost-effective bulk messaging. You can send messages to thousands of subscribers at once, with the price per message often lower than SMS. Costs are set by the provider; some services add extra charges, but with Altcraft Platform, you can send Viber messages without additional expenses.

High open rate (up to 97%). Your content will be noticed and appreciated, building deeper audience connections and increasing loyalty.

Personalization. Each recipient can receive a personalized message with their name or other personal details, and dynamic content can be pulled in from external sources.

High conversion rate, reaching over 50% depending on the campaign type and target audience.

Variety of formats. You can use text, images, and video. Choose message types like transactional (e.g., delivery tracking, receipt notifications) or promotional (e.g., discount coupons, product updates, reactivation).

Rapid reading time for delivered messages (within 3 minutes). Viber processes over 70 million interactions every hour.

Editable templates. Templates can include user name, loyalty card number, order amount, etc. On Altcraft Platform, templates vary by provider and include text with button, text, image, video, video with text, and file.

Attachments and additional elements. Add images, GIFs, stickers, and call-to-action buttons to boost campaign effectiveness. Messages stand out more compared to basic SMS, which is limited to 70 characters and lacks additional options. In Viber, each message can be up to 1,000 characters.

Example of a video message in Viber

You are trusted. You send messages from an official verified account. Messages from verified accounts (with a blue checkmark) are stored in a separate folder pinned to the top of the screen. Additionally, conversations in Viber are securely protected with end-to-end encryption. Messages are not stored on servers, and files are encrypted directly on the user’s device.

Verified accounts in Viber

Segmentation is possible. By using the Altcraft Platform, you can group your subscribers by interests and behaviors to create more targeted marketing campaigns. Instead of mindlessly sending a message to everyone, you select the audience segment most likely to be interested in your offer. For example, you can segment readers by gender, age, and purchase history.

Detailed analytics are available. In Altcraft CDP, you receive a report on your campaigns, including link and content CTR, unique link clicks, reads and unique reads, unsubscribes, and more.

Campaigns can be automated. Altcraft makes it easy to set up recurring campaigns—messages will be sent automatically on specified dates.

What can and cannot be sent

Viber may consider your actions as spam if you:

• share messages with suspicious links;

• send messages to users who have blocked you;

• send identical messages to many users;

• send promotional messages without prior consent from recipients.

Here are some tips for creating effective Viber campaigns:

Send valuable content. When someone subscribes to a brand, they likely expect to receive something valuable in return, such as discounts, coupons, subscription reminders, updates on new arrivals, or last-minute travel deals. Viber can be used for cross-selling, such as suggesting an additional product (e.g., a phone case for a smartphone). The first message should be informational rather than promotional to avoid unsubscriptions.

Don’t overuse emojis. Yes, emojis grab attention (as do ALL CAPS), but using too many can come off as overwhelming and may create a negative impression. If you use emojis, like to separate paragraphs, try to stick to a single color to align with your brand style. Additionally, check that your emojis are supported on all smartphones.

Important! Emoji codes are required for use. You can find the full list of codes here.

Personalize. Include the customer’s name and other personal information. 80% of people prefer to shop with companies that provide a personalized approach.

Example of personalization in Viber

Make the text easy to read. Break it up into paragraphs and highlight important points using emojis.

Send messages at the right time. Consider the content’s topic and target audience. For example, a message from a bar early on a Monday morning may not be well-received.

Use calls to action. If you want the customer to use a discount, make a purchase, or place an order, include a clear call to action. “Hello, we have a discount on TVs. Goodbye” likely won’t yield great results. However, “Hello, we have a sale on TVs. Use promo code TV666 by midnight to get 45% off!” provides a call to action, urgency, and specific numbers. This kind of message may be more effective.

Conclusion

Viber messaging is an effective way to engage directly with your audience. Sending mass messages via Viber without violating the rules is possible only through official partners.

With high open rates and personalization, you can increase customer engagement and achieve your marketing goals.

Using Altcraft Platform, you can send Viber messages without additional costs per message, set up communication scenarios, combine Viber with other channels (such as email and SMS) in one dashboard, segment audiences, target specific groups, and gain detailed analytics.