A Complete Guide to Viber Chatbots for Business
With Viber chatbots businesses can leverage advanced automations, direct 24/7 communication and offer their customers personalized experiences. Viber chatbots are a perfect tool that can upgrade the way brands interact with their audience, making them available at any time.
By using a Viber chatbot a business can send timely updates to its subscribers, guide them to complete a purchase through the app and provide automated customer service.
Table of Contents:
1. Capabilities and advanced features of Viber chatbots
Custom Keyboard
Businesses can create their own custom keyboard with action buttons for the users. These buttons are tied to specific actions and so communication becomes faster, more targeted and direct.
Rich Content
The messages that the chatbot sends can include rich content like images, carousels, stickers and GIFs making the conversation more interactive and attractive for the users.
Searchable Bots*
Users can search and find a specific Viber chatbot from the main search bar or the app. This way businesses can acquire an unlimited number of subscribers.
Easy Payments
The option of integrating secure payment systems allows users to complete their purchases from within the Viber environment. Chatbots support Google Pay, Apple Pay and local alternatives.
Measurable Results
Viber chatbots provide detailed statistics on the sent messages and their status such as: delivered, read etc. THey also notify the chatbot owner for new users subscribing to the bot and users who unsubscribe.
Customized Look
The look of a Viber chatbot can be customized to reflect the overall branding of the business. From the logo and the color of the buttons to the theme of the bot, the customization options make it instantly recognizable.
Bulk & 1-to-1 Messages
Apart from the individual 1-to-1 conversations with each subscriber, chatbots provide the feature of broadcasting a message to multiple subscribers at once. This way businesses can communicate special deals, discounts etc.
2. The benefits of Viber chatbots for businesses
10.000 Free Messages
Creating the chatbot and the first 10.000 messages that the business sends to its subscribers each month are totally free of charge making the chatbot an affordable option for businesses of all sizes.
24/7 Availability
With chatbots businesses can be available at any time and provide their subscribers personalized support regarding customer service inquiries or guidance about the purchase of a specific product.
Improved Engagement
Thanks to the interactive and personalized experience that chatbots offer, users create stronger relationships with the brands, their engagement increases and they are more likely to become loyal customers.
Product Promotion
A chatbot can be a great marketing channel, as it enables users to explore the products and services they wish to purchase through the convenience of the app.
Better Customer Support
Users can ask for help and receive specific instructions on any matter at any time. This way, the business reduces the time needed for resolving customer inquiries and users have a better customer experience.
3. How can I create a Viber Chatbot?
- Go to the Viber Admin Panel and fill out the contact form to receive a unique access key - token that will enable you to connect your chatbot to the Viber API.
- Create the flow of your chatbot with the help of the official Viber API guidelines and use the token you received at step 1 to connect your bot to the Viber API.
- If you wish to verify your chatbot, so it can be searchable within the app contact an official Viber partner like Yuboto.
4. Viber Chatbots - The Cost & Charges
Creating and publishing a Viber chatbot is free of charge.
The messages that businesses and subscribers send inside a chatbot are divided in two categories:
Chatbot session messages
Are the messages exchanged between chatbot and subscriber during a session. All messages within a session are completely free.
Chatbot initiated messages
Are the messages that a business sends to start a conversation with its subscribers. The business can send up to 10,000 such messages per month for free.
What is a Chatbot Session?
A session is a 24 hour time window that is activated when a subscriber initiates a conversation with a chatbot by sending a message. During this time the subscriber and the chatbot can exchange an unlimited number of messages without any charge.
The session ends when 24 hours have passed since the first message sent by the subscriber. The next session is activated when the subscriber sends a new message.
What are Chatbot initiated messages?
Chatbot initiated messages are sent by the business to start a conversation with its subscribers.
Any messages sent by the chatbot to subscribers when a session is not active are characterized as Chatbot initiated messages.
Each chatbot has 10,000 free chatbot-initiated messages available each month. If a business reaches the limit of 10.000 messages then it will not be able to send additional messages during the month.
In order for a business to send more than 10,000 chatbot-initiated messages in a month they must agree to Viber's official commercial policy for chatbots. The additional messages above the limit of the 10.000 messages are charged at a cost-per-delivered message rate. The rate is based on the country code of the subscriber and varies by country and region.
IMPORTANT!
*Important Notes 
- Creating a Viber chatbot is free, but the official verification from Viber and the option of being searchable in the search bar of the app are paid features, so if you are interested in these features you should contact an official partner like Yuboto.
- If you intend to send more than 10.000 chatbot initiated messages per month, then you’ll have to agree to the official commercial policy of Viber. Contact us to guide you.
5. Use cases from various industries
Industry
Banking & Finance - Customer Service and Transaction Inquiries
Banks can use chatbots to provide 24/7 customer service, assist with transaction inquiries, and offer financial advice.
Example:
A local bank deploys a Viber chatbot that allows customers to check their balances,
recent transactions, and even report lost or stolen cards. The chatbot guides customers
through troubleshooting common issues and can escalate to a human agent if necessary.
It also provides updates on exchange rates and answers FAQs about loan processes.
Industry
E-Commerce - Order Processing and Product Recommendations
E-commerce platforms can implement chatbots for streamlined order processing, product inquiries, and personalized shopping experiences.
Example:
An online retailer utilizes a Viber chatbot to assist customers in tracking
their orders and managing returns or exchanges. The chatbot recommends products based
on the customer's browsing history and preferences, answers product-related questions,
and even processes transactions by integrating with payment systems.
Industry
Travel & Hospitality - Booking Reservations and Providing Local Information
Travel agencies and hotels can use chatbots to manage bookings, provide travel advice, and offer localized information for guests.
Example:
A travel agency creates a Viber chatbot that helps travelers browse and book travel packages.
It can check flight availability, reserve hotel rooms, and answer questions about visa requirements.
Upon arrival at their destination, travelers can use the chatbot to get recommendations for dining, attractions, and cultural etiquette tips.
Industry
Healthcare - Appointment Scheduling and Medical FAQs
Healthcare providers can leverage chatbots for appointment bookings, sharing health tips, and answering frequently asked medical questions.
Example:
A city clinic develops a Viber chatbot where patients can schedule appointments,
receive reminders for medication or check-ups, and access a library of health advice vetted by professionals.
The chatbot can also provide preliminary triage for common symptoms to direct patients to the appropriate care.
Industry
Food & Beverage - Order Taking and Delivery Updates
Restaurants and food delivery services can use chatbots to take orders, offer promotions, and provide updates on delivery status.
Example:
A popular pizza chain, introduces a Viber chatbot for customers to place orders without the need to call the restaurant.
The chatbot features a menu from which customers can select items, customize their orders, apply discount codes,
and get an estimated delivery time. It can also handle customer service issues like order modifications or addressing complaints.
Summary
Viber chatbots can be a very useful tool for businesses of all industries.
By utilizing them, businesses can save valuable time and resources and at the same time collect valuable customer data as well as their customers’ preferences.
If you wish to learn more about the opportunities Viber offers to businesses, we suggest that you visit our page on Viber for Business.
