Are you looking for a Viber CRM integration? If so, this blog post is for you! We’ll explain everything you need to know about a Viber CRM integration and why you need a business messaging inbox like respond.io. Then, we’ll walk you through using respond.io for Viber marketing, sales and support.
What is Viber CRM?
A Viber CRM is the integration between a Viber API and a CRM. Most businesses want a Viber CRM integration to communicate with customers that message them on Viber within their CRM.
Globally, the key messaging apps are WhatsApp, Telegram and Facebook Messenger. However, Viber is the dominant app in Eastern Europe, the Middle East and some Southeast Asian countries.
Despite that, many CRMs do not support native Viber integration because they were initially built for email, not messaging. Here are some things you should be aware of when choosing a Viber CRM integration.
Getting a Viber CRM Integration: What You Should Know
Before getting a Viber CRM integration, you need to know how to use Viber for business and the integrations that CRMs provide.
Viber for Business
Businesses can use Viber in one of two ways: through Viber App or Viber chatbot. The Viber App is sufficient for solopreneurs and small businesses that receive low volumes of messages.
Its features include sending broadcasts to up to 50 contacts, creating Viber Communities and more. While businesses can use Viber on multiple devices, it is important to note that the chat history will not sync seamlessly across all devices.
If you want to use Viber with multiple users or teams and integrate Viber with a CRM, you’ll need a Viber chatbot. The Viber chatbot is created for businesses receiving medium to high volumes of messages that need advanced automation to manage their conversations.
However, a Viber chatbot does not have an interface as it is just an API. It must be connected to business messaging software like respond.io or a CRM to send and receive Viber messages.
Because Viber simply provides the API to CRM and business messaging inbox providers, what you can accomplish with a Viber chatbot integration depends heavily on the software you choose. Therefore, you must know what Viber integrations your CRM supports.
Integrating a CRM with Viber
Prominent CRMs like SalesForce, Hubspot and Zendesk do not have a native Viber integration, leaving their customers to rely on third-party integrations to use Viber.
While there are a variety of third-party integrations available, most of them restrict the Viber API to a single CRM. As a result, a business with multiple CRMs won’t be able to integrate them all with Viber.
If you want to connect Viber with multiple CRMs and use Viber’s messaging features like sending rich media messages, locations and more, you’ll need a respond.io inbox built specifically for messaging.
With respond.io, businesses can use various messaging apps like Viber, WhatsApp and Facebook Messenger along with traditional channels like email and webchat. They can also use Viber with advanced tools to send broadcast messages, automate conversations, route and assign conversations and more.
Before detailing what respond.io can do, we’ll show you how integrating any CRM with respond.io works.
How to Integrate a CRM with Viber on respond.io
To begin, you must create a Viber chatbot account and connect it to respond.io. To connect Viber with any CRM using respond.io, create a new Workflow automation and add the HTTP Request Step.
This will enable you to exchange information with your existing CRM while messaging customers on Viber. You can qualify sales leads, retrieve updated contact profiles or create deals and tickets in external CRMs without leaving the respond.io inbox.
Sound interesting? Read on to learn how to use respond.io for specific use cases.
How to Use respond.io for Viber Marketing, Sales and Support
Now that you have all the information you need, here’s how you can use respond.io for Viber marketing, sales and support.
Viber Integration for Marketing: Funnel Inbound Leads and Send Targeted Broadcasts
To reduce spam and protect users' privacy, Viber does not allow businesses to import Viber users’ contact information. Customers must start a conversation with a business to become Contacts.
Businesses can encourage inbound conversations with Viber QR codes, Click to Chat links and Viber Widget. They can paste the QR code on fliers and business cards or at their physical store and embed the chat link in a range of digital mediums.
Once a lead initiates a conversation, collect basic information to determine whether the lead is new or an existing Contact that has previously messaged you on another channel.
If a lead is new, you will automatically capture their details and add them as a Contact. You can then segment them into different audiences. This will help when sending targeted promotional broadcast messages via the respond.io Broadcast Module.
If they are an existing Contact, merge their contact information to get a complete view of their interactions with your business. You can also exchange and retrieve their contact information on your CRM.
Viber Integration for Sales: Shorten Sales Cycle
Integrating Viber with your sales CRM on respond.io enables you to conduct sales tasks like qualifying leads and creating external tickets in just one click. This way, you can complete sales tasks while chatting with customers without having to leave the respond.io inbox.
To automate your sales cycle, you can use respond.io Workflows. For instance, you can send automated qualifying questions when a lead messages you. Then use the information to route them to the right team and assign them to the right agent.
Managers can ensure equal lead distribution among the sales team and ensure existing customers are assigned to their dedicated salesperson automatically.
Viber Integration for Support: Improve Customer Support Productivity
Respond.io enables businesses to improve their customer support efficiency through automation. They can set up automated FAQs and send multiple-choice questions with pre-determined answers to help customers communicate what they want clearly.
Based on what they’re looking for, the automation will route and assign them to the right team or agent. This way, agents are saved from performing repetitive tasks and can focus their time on critical issues.
If an agent cannot resolve an issue, they can request a manager's help through internal comments or escalate the case to external CRM platforms in one click while chatting with customers.
Businesses can also measure the success and quality of a company’s customer support by sending a CSAT survey or by tracking individual or team performance via the advanced Reports and Analytics Module.
Lastly, you can carry out all your tasks anywhere with the respond.io mobile app. Are you ready to integrate your CRM with Viber on respond.io? Sign up for our free trial and boost your customer relationship across messaging channels!
We hope you enjoyed this article. Here’s some additional reading to help you kickstart your Viber journey with respond.io.