Viber Business Calls
A new era for Customer Support
We are excited to announce a new Viber service, the Viber Business Calls, which is the most recent communication solution of the company aiming to transform the ways businesses communicate with their customers.
Customer service experiences that stand out for the immediacy and effectiveness are important for any business. Fast resolution times and knowledgeable agents are of course critical factors, but they are not enough…
The truth is that, while fast and effective resolution is important, there is an additional factor that’s even more crucial in order to win over your customers. According to research, 91% of consumers prefer brands that give them the option to either call or chat. This preference shows the importance of choice and personal touch in customer service - as these two elements build powerful emotional connections between customers and brands.
In a time where all of us are attached to our mobiles and at the same time we seek real connections, Viber brings the solution by providing the users with the ability to choose how they will connect with the brands that they love and follow. From now on, communicating with a business is as convenient and natural as contacting friends and family. This is the new offering of Viber with Business Calls.
Viber Business Calls - Definition
Business Calls is the most recent addition of Viber in the customer support tools that it provides to businesses like yours, so you may improve your relationships with customers by providing them an easy and accessible voice communication experience.
In more detail, with Business Calls you select a number of your choice, which appears with a Free Call icon in your Viber Business Profile.
Customers and prospects click the icon and connect with you in seconds free of charge, as you pay the cost of the call.
This way you offer your customers:
Easy access to the customer support agents
Faster resolution times
Improved communication quality
A more human and interactive communication experience
More efficient resolution of complex issues
Personalized assistance and guidance
How Viber Business Calls solve problems/challenges that customers face?
Let’s see two scenarios where Business Calls help your customers reach you easily and directly.
Reduce unnecessary navigation between different apps
Let’s assume that a customer is chatting with your business via Viber Business Messages and at some point wishes to call you.
Then, he/she needs to ask a contact number from the agent that chats with or google for the number online. Then, he/she has to copy the number, change the screen on his/her mobile and call. In other words, he/she needs to perform a series of additional actions that interrupt the flow of the conversation.
Now, with Business Calls you offer them the option of connecting with you with just 1 click directly from within the Viber app.
Eliminate the communication cost for customers
A very important reason that makes the customers reluctant in communicating with a business regards the cost of the call.
In many cases, customers search for information regarding the charges of the number they are about to call, if the number is premium etc. Additionally, many of them expect that customer support is free as they’ve already bought a product or service. Moreover, traveling customers may face roaming charges.
All the above concerns cease to exist with the addition of a free contact number on your Viber Business Profile.
The Benefits of Viber Business Calls
Viber - the only app your customers will need
With Viber Business Calls you enable your customers to reach you without leaving the environment of the app. From text messages to voice calls, everything happens inside the app making communication more convenient and efficient. This way, the resolution times become faster while the customer satisfaction increases. Satisfied customers are more likely to stay loyal and even increase their spending.
Global coverage - zero cost
Distance and charges are no longer barriers to communication thanks to Viber Business Calls. Your customers have the option to call you for free from anywhere in the world.
Fast Resolution
In an era where resolution times are of great importance, Business Calls enable businesses to solve problems and offer customer support in real time. Whether it is about a product inquiry, or a customer support issue, your customers receive immediate help within seconds.
Increased Engagement
Viber Business Calls are not just another customer support tool, instead they are a suitable channel for increasing customer engagement. The capability of initiating calls within seconds directly from the app creates the opportunity of transforming every interaction to a direct real time conversation.
Viber Business Calls - Frequent Use Cases
Business Calls is an extremely powerful tool for any business across all industries and different verticals. They enable brands to be accessible to their audiences with free calls from anywhere in the world. Some of the most indicative uses of Business Calls are:
- Providing information about the account status
- Providing information about a transaction
- Providing tips and guidance
- Helping with product inquiries
- Providing info about order tracking and shipping
- Providing post-sales support
- Receiving useful feedback from customers
- Scheduling appointment and bookings
- Providing customer support
- Creating enhanced customer loyalty
