Rakuten Viber has unveiled a cutting-edge suite of business tools, signaling a significant leap forward in its global strategy. This groundbreaking initiative kicks off in the Philippines, making it the first country to introduce Viber’s innovative solution tailored specifically for Small and Medium-sized Enterprises (MSMEs).
In an era where personalization is key, with 60% of online shoppers expressing a preference for brands that cater to their unique needs, businesses are increasingly turning to customers’ favored messaging platforms to provide tailored experiences. With over a billion downloads on Android alone, Viber offers an extensive user base, presenting a lucrative opportunity for businesses. Responding to the growing demand for brand-user interaction on the app, Viber has expanded its suite of tools to empower businesses in reaching new customers, nurturing loyalty, and driving sales.
“We invited early adopters to take part in the exclusive experience of a Viber self-serve beta business account. Now, we invite all MSMEs to start their growth journey with Viber. As we expand our business portfolio, we are committed to tailoring solutions to the unique needs of businesses of every scale. Our mission is clear: to offer customized services for enterprises of all sizes. For those seeking growth, we deliver solutions that pave the way right within the app. With Viber as a growth partner, businesses have a communications platform for adapting to new challenges that arise on their business journey,” according to Cristina Constandache, Chief Revenue Officer at Rakuten Viber during a media roundtable held in Pasay City today.
The initial solution introduced on the platform is a self-serve communications hub, offered free of charge, designed to empower small and micro businesses to engage with local customers effectively. This tool enables businesses to manage incoming queries, enhance their discoverability, and boost sales. Additional value-added services tailored for medium-to-large businesses are set to roll out in the near future.
Inspired by the success of Viber’s Business Accounts product for enterprise-level companies, the free offering for small and micro businesses is a response to the evolving landscape of digital commerce. In the first half of 2023, Viber witnessed a remarkable 30% year-over-year increase in business accounts created, along with a 34% year-over-year surge in delivered business messages within the Philippines.
The newly introduced features comprise:
- Public Business Profile: Businesses can create a searchable business page featuring all essential information, shareable with both Viber users and non-users.
- 1:1 Customer Chats: Businesses can promptly respond to customer inquiries via instant messaging.
- Discoverability through Viber Search: Local products and services become more accessible to customers through Viber’s search functionality.
- Dedicated Chat Folders: Businesses can efficiently manage customer messages separately from personal conversations, with a dedicated Business Inbox for storing business-related interactions.
- Product Catalog: Business owners can effortlessly update their product or service listings, allowing customers to explore and inquire about items directly through chat.
Viber’s self-serve business accounts are already available in the Philippines and Greece, with plans for expansion to other countries in the near future. Upcoming features include broadcast messages, voice calls, and automated replies, aiming to elevate communication for small business owners. Customized pricing plans will also be introduced based on market feedback to offer a broader array of self-serve business solutions.
During the development of this new solution, Viber engaged with Filipino MSMEs through beta testing. Through a personalized onboarding process, the company gathered feedback from local business owners through participation in local trade shows and over 300 in-depth interviews, ultimately shaping core features like catalogs, search functionality, and discoverability based on their input.
Early adopters of Viber’s small business features are already reaping the benefits. Nene Tamayo, owner of Nene Prime Foods, a Philippines-based gourmet food store established in 2014, utilizes Viber as her primary platform for customer communication. This enables her to create a personal connection with her clientele, fostering customer loyalty and satisfaction. Customers can easily locate her business through searches for Filipino food and initiate one-on-one chats, ensuring a seamless and personalized customer experience.