Viber

Explanation:

Viber is a messaging and voice over IP (VoIP) platform that allows users to send text messages, make voice and video calls, share photos, and send files over the internet. It is commonly used by businesses as a communication channel for customer support, marketing, and engagement, providing a direct way to reach customers globally.

Best Practices:

• Respond Promptly: Since Viber is used for instant messaging, it's important to reply quickly to customer inquiries to maintain engagement and satisfaction.
• Personalize Interactions: Use customer names and history to tailor your responses, creating a more personalized and engaging experience.
• Leverage Viber's Multimedia Features: Use multimedia such as images, videos, and documents to enrich customer interactions and provide more comprehensive support.
• Use Automation for Efficiency: Implement chatbots or automated responses to handle frequently asked questions, allowing for faster service and reducing agent workload.

How Daktela Can Help:

Daktela integrates Viber into its omnichannel platform, allowing businesses to manage messages from Viber alongside other channels like phone, email, and chat. This integration provides businesses with a single interface for all customer interactions, improving efficiency and response times. Daktela supports Viber automation, enabling businesses to set up automated replies and chatbots for common queries, and also provides CRM integration to ensure that all Viber conversations are linked to customer profiles for personalized support. Additionally, businesses can track and analyze Viber performance metrics to optimize communication strategies.