Hence, businesses can decrease the overall case resolution time and improve the quality of their customer support on Viber. This, in turn, provides them the flexibility to prioritize their conversations.įor instance, support agents can focus on responsive customers or those with pressing issues while customers can leave the app and reply at their convenience. Viber customer service: Benefits of Viber for customer supportĭespite this being a real-time conversation, both customers and agents can leave the conversation and pick up where they left off without having to start all over again. This enables support agents to identify if the customer is facing a recurring issue and assist them accordingly. Messaging apps like Viber also allow agents to get a customer’s context from their conversation history in the chat inbox. This is because support agents can chat with multiple clients concurrently.
Why Use Viber for Customer ServiceĬompared to traditional channels, using Viber for customer service requires a smaller workforce and has lower costs. The same applies to email because customers have no visibility of how long they have to wait for a resolution or the status of their issue. On these channels, when businesses are short-staffed or especially busy, customers wait in a queue without any details as to how long they have to wait for assistance or how many people are ahead of them. Limitations of traditional support channelsĪlthough support agents can attend to a few customers at the same time on web chat, traditional channels like web chat and phone calls demand more staff and cost more because customers and agents have to be online simultaneously to converse. Similarly, if phone calls or web chat conversations get disconnected, you cannot pick up where you left off as web chat history is not saved and phone calls have no transcripts.Īs a result, customers have to start the process all over again and repeat their case to each support agent, prolonging their resolution time. Either way, businesses face the risk of having siloed conversations. For instance, businesses must CC all parties or reply to all recipients to retain a conversation thread in one email.Īlthough businesses can set rules to maintain email threads, customers might send new emails or use a different email address when they are not receiving replies in a timely manner. Traditional Channel LimitationsĬonversation threads on traditional channels are often scattered or untraceable, making it difficult for support agents to track customers’ conversation histories. However, as messaging apps gain popularity and customers spend a notable amount of time on them, it is clear they are the future of customer support.Īdditionally, messaging apps have also proven to be more effective for customer support as they solve several limitations of traditional channels. Traditional channels like email, web chat and phone calls are still widely used for customer support. Viber Support: Viber for Customer Support vs Traditional Methods For instance, sending a Viber customer survey after a conversation ends. Then, we’ll show you how respond.io can help improve your customer support quality. Thank you for visiting you have many customers on Viber? Do you want to provide Viber support to your customers? You’ve come to the right place! This blog post will present the benefits of Viber customer service and everything you need to know to get started.
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