How can businesses benefit from using two-way messaging on Viber?

30.05.2023 | 17:54 Home / News / Articles /
With mobile messaging revolutionizing how brands communicate with their audiences, the ability to have a conversation instead of a monologue is key. Dexatel, a leading provider of business messaging and communications, understands this need and offers conversational messages through two-way messaging on Viber. As the only official representative of Viber in the region, Dexatel ensures the best experience for its clients.

Dexatel, together with Viber enables brands to connect with their customers in new and meaningful ways, creating interactive experiences that prioritize the customers' interests. Here are some common questions and answers for a better understanding of how it works.

1. How does two-way messaging on Viber work?

Viber offers a range of business messaging solutions that enable companies to stay connected with their customers in real time, making them more efficient than before. With Viber tools, businesses can engage with their audience on a more personal level, unlike traditional monologue-style marketing.

Conversational messages are an essential feature of Viber, allowing businesses to engage in a two-way dialogue format. These messages are tracked as part of a session, which lasts for 24 hours. Within one session, businesses can send up to 60 messages. Conversational messages on Viber can be used for a variety of purposes, such as answering questions, providing customer support, managing orders, collecting feedback, and assisting customers in selecting the right products.

2. What are the advantages of two-way messaging on Viber over other platforms?

One of the most important things for a marketing specialist to achieve is creating an emotional connection. Studies show that customers with a personal connection to a brand are more likely to be loyal, make additional purchases, and recommend the company to others.

Viber Business Messages provide a way for companies to send transactional, promotional, and conversational messages directly to their database of customers. What sets Viber apart is that customers can reply to these messages, allowing for a back-and-forth conversation with the business. This type of interaction between businesses and customers is crucial for building trust and loyalty. By engaging in one-on-one communication, businesses can gain a better understanding of their customers' needs and preferences, leading to improved products and services and increased sales.

3. Why choose Dexatel's Viber solution for two-way messaging?

The immediacy and interactivity of Viber means that businesses can receive feedback from customers in real time, making it an incredibly powerful tool for customer engagement. Due to the partnership with Viber, Dexatel is able to offer its customers a customized pricing plan that is tailored to their specific needs. By working directly with Viber, Dexatel ensures immediate responses to any issues or questions that its clients may have.

4. How does Dexatel ensure the security and privacy of messages?

Ensuring the security and privacy of messages sent through the Dexatel platform is a top priority for the company. As a provider of SMS, Viber, and WhatsApp solutions, Dexatel has implemented advanced encryption technologies to protect the privacy of both businesses and customers. These measures help safeguard sensitive data from external parties and provide peace of mind to users.

5. Are there any limitations on the types of messages sent through Viber?

There are no significant limitations or restrictions on the types of messages that can be sent through Viber using Dexatel's platform. Brands have the flexibility to customize their messaging campaigns to fit their specific needs and engage with their customers on a deeper level.

Viber Business Messages are not restricted to short texts, as brands can include up to 1,000 characters, images, videos, files, and even URLs with CTA buttons. Customers can also send multimedia files, creating an interactive and engaging conversation.

To make the most of customer interactions, businesses can integrate Viber Business Messages with their CRM system. This integration allows businesses to keep track of all essential data in one place, segment their customers into different groups, track interactions and preferences, and use different content for different customers.

6. How does Dexatel handle message delivery and tracking, and what kind of data is available to clients?

Dexatel’s platform provides comprehensive delivery and tracking features for messages sent through Viber. The clients can track the status of each message in real time and get updates on whether the message has been delivered or not.

Dexatel also ensures continuous monitoring of message deliverability around the clock. It promptly receives automatic alerts and notifications if the deliverability rate falls below our threshold.

The platform also offers a variety of analytical tools that allow its clients to track the performance of their messages and gain insights into customer behavior. This includes data on message delivery rates, open rates, click-through rates, and more. With this information, brands can optimize their messaging strategies, personalize their content, and measure the effectiveness of their mobile marketing campaigns.

7. How does Dexatel provide customer support?

Dexatel offers a variety of customer support options to its clients, including email, phone calls, online chat, and WhatsApp channels. The clients can also access self-help resources such as FAQs, product and technical information, manuals, and search functions through web and mobile pages.

Dexatel provides three levels of customer support to address a range of issues. These range from basic customer concerns, such as resolving usage problems, to addressing more complex issues and providing solutions for the highest level of technical problem resolution.

8. How does Dexatel eliminate fraud and spam traffic?

Dexatel has messaging filters that comply with certain countries' regulations that ban political content. And on top of that, it offers content filtering, IP and domain filtering, and origination number filtering, which aid in eliminating fraud and spam traffic. The company’s analytics team regularly updates the filtering rules and regulations.

9. What are the recent updates and upcoming developments to Dexatel's platform?

Dexatel has been constantly improving its messaging platform to provide better services to its clients. Recently, the platform has been updated to allow brands to send messages through channels that are popular in specific regions. A role-based access feature was added, which enables multiple users to access an account based on their specific permissions and responsibilities. The platform now includes a link-tracking dashboard that provides insights into the success of marketing campaigns. The company has also added an automatic opt-out feature to ensure better compliance with promotional messages.

Looking forward, Dexatel plans to enhance its centralized customer support inbox, which will enable brands to provide better support to their end-users across multiple channels from a single dashboard. This will further streamline communication processes and help brands stay connected with their customers efficiently.

Photos by Agape Grigoryan
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