With e-commerce messaging customers, standing out requires more than just an attractive website or great product selection.
It takes meaningful, timely, and personalized engagement across the customer journey. This is where Viber messaging for business steps in, offering a direct, secure, and engaging way for e-commerce brands to connect with customers. As more consumers rely on their smartphones for shopping, messaging apps like Viber are becoming central to how brands build relationships and drive sales.
Viber’s Role in Enhancing Customer Engagement
With over a billion registered users globally, Viber has evolved into one of the most powerful messaging platforms. Its reach, combined with rich media capabilities and business-friendly features, makes it an ideal tool for e-commerce messaging. Unlike email, which can go unopened, or SMS, which is limited in format, Viber allows businesses to send personalized messages that include images, buttons, files, and links — all in a branded environment.
For e-commerce companies, this means the ability to notify customers about order updates, exclusive deals, or abandoned cart reminders in a format that’s more likely to be read and acted upon. It transforms transactional communication into opportunities for deeper engagement.
Why Viber is a Game-Changer for E-commerce
High Open and Response Rates
Viber messages boast open rates as high as 90%, far surpassing traditional email marketing. Customers are more likely to notice and respond to a Viber message, especially when it’s relevant and timely.
Rich Media Support
E-commerce brands can showcase their products using high-quality images, GIFs, and clickable buttons. These interactive messages drive higher conversion rates and encourage immediate action.
Trust and Security
With end-to-end encryption and verified business accounts, Viber offers a safe space for customer communication. The platform also displays a green checkmark next to verified businesses, increasing trust and reducing the likelihood of scams.
Cost-Effective at Scale
Compared to other customer support or marketing channels, Viber offers scalable pricing with a clear return on investment, especially when integrated with marketing automation platforms.
Integrating Viber into Your E-commerce Strategy
To fully leverage Viber messaging for business, e-commerce brands should consider integrating it across multiple touchpoints in the customer journey. For example:
- Pre-Purchase: Send personalized promotions, flash sale alerts, or product recommendations based on browsing behavior.
- Checkout Process: Offer real-time support via Viber to reduce cart abandonment.
- Post-Purchase: Send order confirmations, shipping updates, and ask for reviews or feedback.
Integration can be achieved through a messaging platform or CPaaS provider, which enables automation and synchronization with CRM systems and customer data.
Using Viber for Customer Retention
Acquiring a new customer can cost five times more than retaining an existing one. Viber helps e-commerce brands retain customers by fostering ongoing conversations and offering personalized, value-driven content. Some retention tactics include:
- Loyalty Program Updates: Notify customers when they’ve earned rewards or can redeem points.
- Personalized Product Suggestions: Use past purchase data to send curated recommendations.
- Exclusive Access: Give VIP customers early access to sales or new products.
- Re-Engagement Campaigns: Reach out to dormant users with tailored offers to bring them back.
The key is to avoid being overly promotional. Customers should feel like they’re receiving added value, not just another sales pitch.
Best Practices for Viber Messaging in E-commerce
- Segment Your Audience: Use behavioral and demographic data to tailor messages to different customer segments.
- Be Timely and Relevant: Send messages based on user activity (e.g., abandoned cart within 30 minutes) to increase effectiveness.
- Include a Clear CTA: Every message should have a goal — whether it’s to drive a sale, collect feedback, or encourage repeat purchases.
- Maintain a Consistent Brand Voice: Even in short messages, make sure your tone reflects your brand’s personality.
- Comply with Regulations: Always follow opt-in and opt-out protocols and respect customer privacy.
The Future of E-commerce Messaging with Viber
As technology evolves, so will the capabilities of e-commerce messaging. In the near future, we can expect:
- Conversational AI: Integration with chatbots for real-time, 24/7 customer assistance.
- Advanced Analytics: More granular tracking of message performance, enabling continuous optimization.
- In-Message Transactions: The ability to complete purchases directly within Viber, creating a frictionless shopping experience.
- Omnichannel Integration: Seamless communication across Viber, WhatsApp, SMS, and other channels from a single interface.
From Conversations to Conversions
Viber messaging for business is more than just another communication tool, it’s a powerful driver of customer engagement, satisfaction, and loyalty. For e-commerce companies looking to improve performance, increase conversions, and build meaningful relationships, integrating Viber into your messaging strategy is a smart, forward-thinking move.
By combining rich media, real-time interaction, and trusted delivery, Viber is redefining how e-commerce brands connect with customers, not just to sell, but to serve, support, and retain.
