No one can predict exactly when a customer’s needs will arise—morning, afternoon, or evening. That’s why chatbots, which provide 24/7 responses to customer inquiries, resolve issues, introduce services, suggest products, and handle orders, have become an indispensable part of an organization’s communication strategy.
96% of customers consider that companies using chatbots care more about their clients.
As the number of customer communication channels grows, deciding where to place your chatbot can become challenging. Simply put, you should position it where your customers spend the most time. Studies show that they spend the majority of their time in messaging apps, making it easy to connect with them there.
Beyond answering basic questions, Viber Chatbots’ key feature is creating interactive, personalized interactions for each user. In other words, they don’t just respond—they streamline your entire business communication flow and engage each customer according to their specific needs.
3 Types of Viber Chatbots
1. Welcome Message – A greeting message sent automatically when a user first interacts with your chatbot, introducing your brand and guiding them on how to use the service.
Viber Chatbots operate on a subscription-based system, meaning you can actively re-engage users who have previously messaged or subscribed to your chatbot. For new users who interact with your chatbot for the first time and haven’t subscribed yet, a welcome message is sent. This message briefly introduces the chatbot’s purpose and services, creating a positive first impression for the user.
When using the Viber Chatbot service, this welcome message can be sent free of charge.
2. Chatbot session messages
If a user responds to a message initiated by the chatbot, a 24-hour session is activated, during which all messages are free of charge. During this period, you can continuously provide customer service, including answering questions, sharing information, confirming orders, and offering support.
3. Chatbot-initiated messages
This refers to messages sent from the chatbot after the 24-hour free messaging window has expired. Examples include all types of promotional messages, reward or incentive messages, and payment reminders. These messages allow you to reconnect with inactive users.
7 Advantages of Viber Chatbots
1. 24/7 Automated Service
Users can resolve issues through the chatbot at any time, day or night. This increases customer satisfaction and ensures uninterrupted business operations. Depending on the company’s products or services, the chatbot can automate a wide range of processes.
2. Personalized Service for Each User
Chatbots can send messages tailored to each user based on their behavior, interests, and preferences.
3. Marketing Support Tool
Through Viber’s search function, call-to-action buttons, and marketing campaigns, users can directly engage with your chatbot. This converts interest into action, turns new users into subscribers, and drives them toward sales or services.
4. Verified Account
Viber chatbots receive official verification with a blue tick, signaling to users that they are interacting with a genuine, trusted business, which increases confidence and trust.
5. Unified Solution
You can integrate your Viber Chatbot with Viber ads and messages, allowing users to interact with your brand—from exploring products to completing necessary actions—through a single platform and channel.
Ads + Messages + Chatbot
6. Multimedia-Enhanced Messages
You can make your interactions more engaging, clear, and relatable by combining various formats such as carousel, GIFs, emojis, stickers, images, and videos. Attach attention-grabbing visuals or videos directly to your messages to capture users’ interest.
7. Reporting and Analytics
The performance of your chatbot can be fully measured and improved. You can track whether messages are delivered and read, and receive notifications when users subscribe to or unsubscribe from your chatbot.
For more detailed information about the Viber Chatbot service, contact us here or call +976 7272-7070.
