🔹What is a Viber Business Account?

A Viber Business Account is the official profile of your company on the Viber platform, intended for business communication with users.

Unlike a regular, personal Viber account, the business account offers special options tailored for companies: a public business profile that users can find by searching, the ability to share company information and a product catalog directly in the application, as well as 1-on-1 chat with customers for their inquiries.

In other words, Viber has created a platform where your business can officially be present – with the company name, logo, description, working hours, and all other important details in one place, visible to users.

Brief History: The Viber application was launched back in 2010 as a tool for free messages and calls, and soon experienced massive global growth. Today, Viber has over 1.1 billion users worldwide and is among the three most popular messaging applications globally.

In 2014, it was acquired by the Japanese company Rakuten, and since then it has been called Rakuten Viber.

As the user base grew, Viber gradually introduced business features. A few years ago, Viber Public Accounts and Viber Communities appeared for communication with the audience, and in 2023, a new enhanced version for small and medium enterprises called Viber Business Accounts was introduced.

These business accounts gave companies a free and simple way to be present on Viber with an official profile, offer catalog, and direct chat with customers – practically a mini-site within the Viber application.

Usage Statistics: Viber’s popularity is particularly pronounced in our region. Besides the fact that over 90% of people in Serbia have Viber installed, users are very active: annually, about 1.5 billion Viber calls are made in Serbia (120 million hours of conversation) and an incredible 30 billion messages are sent.

Viber is thus the number 1 channel for digital communication here, ahead of other messengers. Globally, about 820 million people actively use Viber monthly, making it extremely widespread.

For firms, this means a huge potential audience. More importantly, users are accustomed to communicating via Viber not only with friends but also with brands – for instance, an estimated 46% of businesses in Serbia already use chat apps and social media for communication with customers.

Viber business messages have excellent delivery and open rates (a practical example: campaigns via Viber can achieve over 70% open messages, which is higher than classic email marketing).

All these numbers confirm: the Viber Business Account is not a trend, but a real necessity for companies that want to be where their customers are.

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🔹 How to Open a Viber Business Account?

Opening a Viber Business Account is a relatively simple process, especially since the self-service registration option was introduced within the application itself.

There are two types of business accounts on Viber: a small business account that you create yourself for free in the application (suitable for entrepreneurs, small and medium enterprises), and an official verified business account with a blue badge (intended for larger companies that need advanced integration and mass messaging, usually with the support of a Viber partner).

We will focus on the first variant because it is available to everyone and immediately, while we will mention the second briefly.

Steps to open a free Viber Business Account (self-service):

1. 1. Preparation: Make sure you have the latest version of the Viber application installed on your phone and that you already have a personal Viber account (registered phone number). You will need basic business details (company name, address, description, logo).

 

1. 1. Initiating Registration: Open Viber and go to the “More” tab. In the menu, select the option “Create Business Account”. This option will launch the system for creating your business profile.

 

1. 1. Entering Basic Information: The application will guide you through several screens where you enter details: first the name of your business (as you want users to see it). Then you will mark whether the content is suitable for all ages or only for adults (if you do not have anything explicit, leave it on the all ages option).

 

1. 1. Location and Category: Enter the address of your company or headquarters (this helps users find you more easily, but also Viber for authenticity). You also choose the business category if the option is available (e.g., “Retail”, “Food & Beverage”, “Consulting”, etc.).

 

1. 1. Profile Picture (Logo): Add the company logo or a recognizable brand image. This will be the icon displayed to users in the chat, so use a clear square visual (ideal 400×400 pixels or larger, but the application will give you the option to crop).

 

1. Review and Publishing: Finally, check all the data you entered. Viber will display a preview of your business profile. If something needs to be corrected, go back and edit. When everything is in order, press “Publish Page”. Congratulations – your Viber Business Account is created!

The whole process takes only a few minutes and is free. After publishing, your account becomes visible in Viber search and users can find it by name.

You also get a unique link to the profile (in the form vb.me/….) and a QR code, which you can share on your website or social media to invite users to follow you.

Verification and Terms: Small business accounts that you create yourself do not immediately receive the blue badge (verified badge). However, Viber can subsequently verify the account if it determines that it is an official company, or if you upgrade to a higher service level.

For starters, stick to the Terms of Use – publish accurate information, legal content, and do not spam users. Technically, you need to have stable internet on your phone and enough memory for the application; the specific “system requirements” are no more than what Viber usually requires (Android or iOS device and an active phone number).

Note (for larger companies): If you run a large company or want advanced features such as sending mass campaigns or CRM integration, you may need an official verified Viber account.

Such an account receives a blue badge next to the name (similar to social media verification) and allows sending Viber Business Messages through official Viber partners or the API.

The process of opening such an account is different – it involves contacting Viber or one of their authorized partners, filling out an application with company details, and waiting for the Viber team to manually approve and verify your account.

This process can take several days. When approved, you will gain access to additional options (e.g., sending messages to a large number of users at once, integrations with databases, etc.), but keep in mind that such advanced services are usually not free (you pay per message sent, and so on).

For the needs of most small businesses, however, the standard free Viber Business version that you can activate yourself immediately is quite sufficient.

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🔹 Account Setup for Maximum Sales Efficiency (Profile, Messages, Target Groups, Catalog)

After opening your Viber Business Account, it’s time to optimize it so that it leaves the best impression on users and serves its purpose – increasing sales and loyalty. Here are the key elements to pay attention to:

• • Edit the Profile to Perfection: The business profile on Viber is the first thing your potential subscribers will see. Go into your business account settings and fill in all available information. Insert a clear business description – briefly explain what you do and what value you offer customers. Enter the correct address and location on the map if relevant (so users can find your store or office more easily). List working hours, contact phone, email, and website if one exists. This data makes your profile professional and increases trust. Also, set a high-resolution profile picture (logo) and a nice cover/background design (if Viber allows this on the business profile). Consistent branding will make your account look official and appealing.

 

• • Define the Target Group: Before you start communicating, think about who the people following your Viber account are. Are you targeting existing customers, a completely new audience, or a specific demographic group? Clearly defined target groups will help you adapt the tone and content of your messages. For example, if you offer fashion clothing for a younger population, communication can be more relaxed, with emojis and modern expressions. If you address business clients for B2B services, the tone will be more formal and informative. You can also segment target groups by interest: some may only want information about discounts, others educational content.

 

• • Utilize the Product/Service Catalog: One of the most powerful options of the Viber Business Account is the catalog. Viber allows you to display up to 50 products or services with a picture, name, price, and description. Don’t miss this opportunity – you practically have a mini-shop window inside the app! Post professional photos of your top products or services. Write short, clearly understandable descriptions that highlight the benefits for the customer. Add the price (if a transparent pricing policy is part of your strategy) or at least the tag “By agreement”/“Call for price” if you don’t want to display it publicly. The Viber catalog works 24/7 for you – users can review the offer whenever they want, and you can also share a specific item directly in the chat when someone asks you a question (e.g., if a user asks about a specific product or service, you can send the card for that product or service in the message instead of a classic picture, which looks more professional). This functionality makes the Viber account a true sales channel: all information at the customer’s fingertips, and it makes presenting your offer easier for you.

 

• • Set Communication Tone and Automatic Messages: In the account settings, Viber allows you to create automated messages that will be sent in certain situations. Use this for a welcome message – a warm welcome to every new subscriber who starts a chat with you. For example: “Thank you for contacting [Company Name] on Viber! We are here to help. Ask us any question or check out our catalog.” This message creates a warm first impression. Also, set an out-of-office message – when someone sends a message in the evening or on the weekend, the automatic reply can be: “Thank you for your message! We are currently away, but we will get back to you as soon as possible during our working hours. Best regards!”. This ensures that no one is left without a response for a long time and reduces frustration. The tone of these automatic messages should be consistent with the brand image: polite, positive, and clear. In addition to automation, arrange internally who will monitor and reply to the 1-on-1 messages that arrive – quick response time is crucial (ideal in a few minutes to an hour during working hours).

 

• • Engage Personally: When communicating with followers, address them by name (if you see the name in their Viber profile or they introduced themselves). This creates a feeling of a personal conversation. Take advantage of the fact that Viber supports rich content – in addition to text, you can send pictures, PDF brochures, and even buttons with a call to action (CTA) through official Business Messages. In the free version, you can include links (e.g., to your website or online store) and visuals within the message. Every message should have a clear purpose: to inform, solve a problem, or motivate the customer to the next step (site visit, purchase, reservation, etc.). Be careful not to overwhelm followers with overly long texts – messages should be concise and conversational. If you have more information to share, rather send a few shorter messages in a row (this makes reading easier on a mobile screen).

 

• Plan Content in Advance: Maximum efficiency comes when you have a well-developed content strategy (more on that in the next chapter). Even when setting up the account, create a rough content calendar – for example, decide whether you will send weekly news, monthly offers, or post special promotions for holidays. Rely on the interests of your target group: if you know they are more active on Viber on Friday afternoons, plan to send more important messages then. Also include call-to-action elements where appropriate – for example, in the profile description or catalog, include a call “Send us a message for a free consultation” or similar, to encourage interaction. Ideally, your Viber Business Account should be a living thing that constantly provides value to followers, instead of a static business card.

By setting up these elements, you have prepared the ground for your Viber account to work for you. Fully informative profile + relevant catalog + well-planned messages = a higher probability that you will turn Viber followers into satisfied customers.

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🔹 Strategies for Effective Communication with Clients via Viber (Message Tone and Examples)

Communication via a chat application like Viber is formally business-oriented, but it takes place in the informal environment of the user’s phone, along with messages from friends and family. Therefore, it is important to hit the right tone and style of address – professional, but friendly and adapted to the medium. Here are strategies for effectively communicating with clients via the Viber Business Account:

• • Be Courteous and Conversational: Messages should sound like they are coming from a friendly person, not a robot or an automated newsletter. Address them with a respectful tone (but not stiffly). For example, instead of “Dear Sir/Madam, we inform you that your request has been received,” you can say: “Thank you for your message! We have received your request and will get back to you soon 😊.” This tone is still polite but warmer. Feel free to include an emoji or sticker where it suits the brand – they can convey emotion and break the monotony of the text. For example, after a successfully completed order, sending a small 👍 or 😊 can make the communication more pleasant. Of course, do not overdo it; the goal is to appear human and accessible, not unprofessional.

 

• • Clarity and Brevity: People on Viber expect fast, concise information. Long messages in a single block of text can seem tedious. Rather divide the thought into shorter sentences or separate items into individual messages. If you are answering multiple questions at once, you can number them or mark them with emojis for clarity. E.g.: “1️⃣ Yes, the product is in stock. 2️⃣ The price is 1,200 RSD. 3️⃣ We can deliver by Friday.” – this format is easy to read on the phone. Always check before sending whether the message is clear from the client’s perspective who may not have all the information you have. Avoid internal company jargon; use language that your customers understand.

 

• • Message Personalization: People like to feel special. Use the data you have – if you know the name, include it (“Dear Ana,” or more informally “Hi Ana,” depending on the context). If you know the customer previously bought a certain type of product, adapt the communication to that (“Given that you like [category], we wanted to let you know that we have new items on offer that might interest you.”). Viber Business allows integration with CRM for more advanced personalization, where you can automatically insert names or specific offers for each customer, but even a manually tailored message means a lot. Even a simple detail like “Happy Friday!” in a mass message sent on a Friday signals that the messages are not generic auto-generated ones (even if they are, the user feels like you are thinking of them).

 

• • Consistency in Brand Tone: If your company already has a defined brand voice in its marketing – stick to it on Viber too. The fact that the medium is informal does not mean the brand should lose its identity. Example: If you are a cosmetics brand that fosters an inspirational and encouraging tone, your messages might sound enthusiastic and positive (“We can’t wait for you to try our new product, we believe you will be delighted ✨”). On the other hand, if you are a financial institution, the tone will be calm, expert, and confidence-building (“We are at your disposal for all questions regarding the loan. Your finances are in safe hands with us.”). It is important for the user to feel a sense of continuity – that it is the same company they know from the website or store, only now it is talking to them on Viber.

 

• • Speed and Frequency of Communication: Strive to be quick to respond to individual messages. Viber is synonymous with instant communication – users often expect a reply within minutes to an hour. If the reply is delayed a whole day, communication loses effectiveness (except, of course, outside working hours where you have already set up an auto-reply). Regarding initiating communication from your side (broadcast messages to all followers or individual initiated messages), be moderate. Users entrusted you with access to their Viber by following you or starting a chat – do not abuse that trust by sending too many promotions. Find a balance: often enough to stay on the customers’ radar, but not so often that you become annoying. One to two broadcast messages a week is generally optimal for most small businesses, plus answering one-on-one as needed.

 

• Examples of Good Practice:
  Example 1: Let’s say you run an online clothing store. You received a Viber message: “Hello, I’m interested in the dress model X in size M and what colors are available?”. A bad answer would be formalistic and brief: “We have it. Price 5000 RSD.” Instead, reply like this: “Hello! 😊 We have dress Model X in size M, available in black and blue. The price is 5.000 RSD. Would you like me to send pictures of what they look like in person or leave you a link to our site for more details?”. This response is informative and accommodating – it addresses them kindly, offers additional help and visualization.
  Example 2: Restaurant/Fast Food: Client writes “Do you deliver to Čukarica?”. Reply: “Hi! Yes, we deliver to Čukarica every day from 10 AM to 10 PM 🚗. Orders over 1000 RSD have free delivery. Can I take your address and order right away? 🙂”. With this tone, you provided the requested information, highlighted a benefit (free delivery), and immediately offered action, all with a friendly spirit.
  Example 3: IT Consulting Service: Client: “Hello, I’m interested in your digital marketing services.” Reply: “Greetings! Thank you for your interest in our digital marketing services. 😊 To best assist you, could you tell us more about your business or goals? We offer social media strategy, SEO, as well as advertising – we would be happy to tailor an offer to your needs. Feel free to share details, we are here to help.” The tone is professional and courteous, but not cold – the smiley at the beginning breaks the ice, and the rest of the message clearly expresses readiness to listen to the client’s need.

The common thread in all these examples is: a pleasant tone, focus on the user (their question or need), and offered help or the next step. These are the foundations of effective communication on Viber. Through such an approach, clients will perceive your company as accessible, helpful, and modern, which directly contributes to greater satisfaction and the likelihood of purchase.

• Types of Content (“What”): Consider what kind of messages will bring value to your followers and align with your goals. Some ideas:

  • • Promotional Offers: exclusive discounts for Viber subscribers, announcements of seasonal sales, coupons (“Show this message in the store and get 10% off”). People like to follow brands on Viber if they know they will get some special perks.

   

  • • News and Announcements: inform the audience about the launch of new products/services, the opening of new locations, holiday working hours changes, or anything relevant. This helps your most loyal clients always stay informed.

   

  • • Educational and Useful Content: not every message should be a direct advertisement. Occasionally share a tip or useful info related to your industry. If you sell cosmetics, for example, send “5 tips for winter skin care.” If you are in the IT sector, a short guide “How to improve your site speed in 3 steps.” This kind of content builds authority and trust – you show that you understand the customer’s needs, not only that you are offering something.

   

  • • Interaction and Surveys: involve the audience by asking for their opinion. For example: “Which product would you like to see on sale next? 🙂 Reply 1, 2, or 3: 1) XXX, 2) YYY, 3) ZZZ.”. Viber communities also have a poll option, but even in 1-on-1 chat, you can ask for feedback in a simple way. This type of content gives customers the feeling that they influence the offer and that you are listening.

   

  • Entertainment and Holiday Content: occasionally, you can also send greetings (e.g., New Year, holidays) with a nice picture or sticker, or some interesting fact from your business world (e.g., “Open House Day at our salon – take a peek behind the scenes!”). This maintains the warmth of communication and shows that you don’t only value customers when you want to sell them something, but that you are building a relationship.

 

• Frequency and Timing (“When”): Determine the dynamics of message publishing. This depends on your industry and how many updates you have. It is better to start slow and then increase than the other way around. To begin with, continuity is key – e.g., decide on a rhythm of one group message per week. This could be, for example, every Tuesday an offer for that week, or on Friday a tip for the weekend + promo. Monitor how the audience reacts: if almost no one opens or responds, you may need to post less frequently or change the content; if you receive positive responses and few “unsubscribe,” you can even consider two messages per week. In addition to these broadcast messages to all subscribers, you initiate one-on-one communication as needed (e.g., follow-up on their inquiry). As for the time of day, observe your audience’s habits. For business people, it is better to send during working hours (e.g., around noon break), while for young people, you can send in the later afternoon or early evening hours when they are more relaxed. Avoid sending very early in the morning or late at night – you don’t want to wake someone up with a notification; although many keep chats muted, it is not ethical to send after 10 PM unless it is an urgent announcement.

 

• Planning Ahead: Create a monthly content plan. Write down key dates in the calendar (holidays, your internal important dates, launches). Build messages around these. This way you will avoid the situation where you wonder “what should I send today?” at the last minute. Of course, leave room for ad-hoc things (if something unexpected happens, such as a quick inventory sale or a viral news story that your brand can participate in). Along with the plan, be sure to prepare materials in advance: pictures, text templates, links. For visuals, have them optimized for mobile (square or vertical images better fill the phone screen). If you plan a longer text or more information, consider putting it on your blog or website, and send a teaser + link via Viber for those who want details. Viber is powerful, but sometimes it is better for grabbing attention and directing users to more detailed sources.

 

• Cohesion with Other Channels: Your Viber content strategy should be consistent with other marketing activities. For example, if you post a certain campaign on Facebook, you can also send a Viber message to subscribers on the same day or the day after with the same offer (with a different tone, adapted to the medium). This way you achieve a multi-channel effect – customers see the message in multiple places, and there is a greater chance they will react. Just be careful not to duplicate everything – you can give the Viber audience something exclusive so they have a reason to follow you there (e.g., “Only on Viber will we reveal a secret discount tomorrow!”). Also, if you send an email newsletter, you can send a short message via Viber: “We sent you a new newsletter via email with detailed tips on [topic]. Check your inbox, we believe it will be useful to you!”. This way the channels work synchronously.

 

• Posting Technique: When formulating the message, put the most important information at the beginning, because the user only sees the first few words in the phone notification. For example, instead of “Dear Sir/Madam, we would like to inform you that we have a new offer…” rather say immediately: “📢 New promotion: 30% off all T-shirts!”. An emoji at the beginning can also attract attention (relevant to the context, of course). If the message contains a call-to-action (e.g., a link to the purchase or the call “order now”), visually highlight it. You can also write the URL if it is short, but it’s better to use the built-in link sending option so a nice “preview” is displayed. In case of sending an image with text, have in mind that the user must tap on the image to see the entire text if it is small – so write the key information in the message itself too.

 

• Tracking Content Success: Viber business accounts now offer basic analytics – you can see the number of subscribers, message reach, audience growth, and even the average response time. Monitor these metrics. If you notice that a certain type of content has a higher response rate (e.g., many replies or clicks), plan to use it more in the future. If people unsubscribe after certain messages, analyze what might have put them off. Through a few months, you will profile what your audience likes and what they don’t.

With a well-designed content strategy, your Viber account will become much more than just a contact point – it will be a source of useful information and offers that people look forward to. This is when a real community is created around your brand and the goal is achieved: increasing sales and loyalty through continuous, quality communication.

🔹 Activity Plan for the First 30 Days After Opening the Account (Goals, Tools, Metrics)

The first month of using the Viber Business Account is crucial for laying a good foundation. Here is a suggested 30-day activity plan that will help you launch successfully:

Day 1-2: Setup and Testing

• • Goal: Fully prepared and functional account before inviting the audience.

 

• • Activities: After creating the account, fill out the profile in detail (as described earlier). Add at least 5-10 items to the product/service catalog so your profile is not empty. Check how the profile looks from the user’s perspective – it is best to ask a friend or colleague to find you on Viber and tell you their impression. Test message sending: send a test message from the business account to your personal number to see what the notification looks like. Check that automated messages (welcome, out-of-office) work correctly – turn the option off and on again if necessary to receive a test message.

 

• • Tools: The Viber app itself (through which you can see statistics on whether the message was delivered and read).

 

• Metric: Not yet relevant (no followers), but as a checklist: is the profile 100% complete, does the catalog contain key products, were test messages successfully sent and received.

Week 1 (Day 3-7): Attracting First Followers

• • Goal: Gain an initial audience base on Viber and inform existing customers about the new communication channel.

 

• • Activities: Promote your freshly opened Viber account. Post on social media (Facebook, Instagram, LinkedIn – wherever you have a presence) announcing that you are also available on Viber for all inquiries and exclusive news. For this purpose, use the Viber invite link or QR code you received – e.g., “Click this link and send us a message directly on Viber” with an explanation of the benefits (“be the first to find out about discounts,” “get faster support,” etc.). In a physical store, print the QR code and stick it in a visible place with the sign “Follow us on Viber.” Also, send an email newsletter to subscribers announcing the Viber account. In the first few days, encourage interaction – for example, in that first post, invite people to send you a message on Viber and ask any question or request advice, with the promise of a quick reply. You can even offer a small reward for the first subscribers (e.g., “The first 50 to contact us on Viber get a 10% promo code” – this will motivate people to try the communication).

 

• • Tools: Promotion through existing channels (FB/IG post boost if needed, email service if you have one). Within Viber, manually track how many people contacted you.

 

• Metric: Number of subscribers (goal: e.g., 50 people to follow you in the first week). Number of initial conversations (goal: start at least 10 conversations to break the ice). Response time – track whether you manage to respond quickly now that there are few users, this will set the standard.

Week 2 (Day 8-14): First Planned Outreach and Feedback Collection

• • Goal: Start regular content posting and understand what the audience expects.

 

• • Activities: In the second week, send the first broadcast message to all subscribers so far. This can be warmer in nature since they are early adopters – e.g., “Welcome again to our official Viber account! 😊 As a small token of appreciation, we are sharing an exclusive [offer] with you. Feel free to message us if you have any questions. Greetings from [team name]”. Include some value – either a discount, a useful blog link, or at least express gratitude. The goal is for people not to regret following you. Then, through a couple of days send a second type of message – say a short tip or an interesting fact without direct selling, just to keep the communication varied. Parallelly, analyze reactions: Did people click on the link, did anyone reply to the broadcast (sometimes users will reply with a question or thanks – be sure to respond). Also, you can now ask for feedback: send a message to a few of the most engaged followers or create a mini-poll (“How do you like the communication with us on Viber so far? 1- Excellent, 2- Could be better with [suggestion]”). Use any signal from the audience to refine your approach.

 

• • Tools: Direct Viber sending (broadcast function of small business accounts works by sending a message to everyone who has contacted you or subscribed – if the “Promotions” button or similar is available, use it). Analytics within Viber Business Info (number of delivered/read messages if it displays).

 

• Metric: Read rate of the first message (e.g., if you have 50 followers and 45 read it, that is 90% – an excellent sign). Number of reactions/replies (if 5 out of 50 people reply with something, that is 10% engagement, quite good). Negative metrics: number of people who may have deleted or blocked – hopefully 0; if there are any, re-examine the content. These numbers are small in absolute terms but the trend and percentage are important.

Week 3 (Day 15-21): Expanding Reach and Business Integration

• • Goal: Connecting Viber communication with other company processes and further increasing the base.

 

• • Activities: By the third week, you already have some rhythm. Now try to integrate Viber into daily business flows. Example: if you have an online store, add a banner or pop-up on the website “Got a question? Message us on Viber!” with a link. If you manage reservations or support, offer clients the option to contact you on Viber instead of calling. Train your staff (if you have more than one person) on how to use the Viber Business Inbox – even the Viber Desktop application on a computer for easier typing of longer messages. This week you can send the third group message – perhaps a case study or testimonial: “Did you know? 95% of our customers say that communication via Viber made their purchase easier. We are here for you – try it too, ask us anything about our products.” With this message, you highlight the value of the channel itself. Also, continue to increase reach – for example, if you have sales staff, have them mention in every conversation with a customer “Do you use Viber? I can send you our catalog there, if you like.” This kind of promotion “1 on 1” can bring quality followers.

 

• • Tools: Integration of the Viber link with your CRM system (if you are technically savvy, there are possibilities to generate a chat bot or API integration – that is advanced, but at least consider what data is collected manually and how you record it). For now, even an Excel list of contacts who came from Viber and their questions can help you spot patterns.

 

• Metric: Number of new followers during the third week (is the trend still growing or did it stop after the initial announcement? Goal: continue growth, at least 20-30% more than the previous week). Average response time – calculate (manually if no insight) how quickly you or the team manage to respond. Aim for <1h during working hours. Also, see if any inquiries are repeated – that is a sign of what interests people the most (e.g., if half of the inquiries ask for the price list, it might be an insight to broadcast the price list next week or put that info in the profile).

Week 4 (Day 22-30): Evaluation and Improvement

• • Goal: Analysis of the first results and planning for the next period based on what was learned.

 

• • Activities: Towards the end of the first month, gather the team (or yourself, if you are a “one-person” business) and review what has been achieved. Look at all relevant numbers: total number of subscribers so far, number of messages sent, open rates, feedback, sales or leads that you can connect with Viber communication. Compare this with the goals you set. If the goal was X subscribers, where are you now? If you had a promotion, did anyone use the coupon you shared on Viber? Viber account analytics will show you how many users saw each message, so use that data. Also, check the quality of communication: go through client correspondence and assess whether everyone was satisfied, if there are any unresolved cases, did you provide a good experience everywhere. Learn from any mistakes (e.g., if you see that you forgot to reply quickly somewhere, introduce a better notification system for messages). Then, create a plan for the next few months: maybe introduce a new type of content (if you haven’t tried a poll, try it; if you haven’t sent a sticker – create your own sticker or use existing ones creatively). Also, think about the advanced options we will talk about in the next chapter – is it time to launch a Viber community or a chatbot for routine answers, or possibly apply for a verified account for mass campaigns. In any case, write down concrete actions for improvement.

 

• • Tools: Excel or Google Sheet for collecting all metrics in one place (number of followers over time, number of messages sent, engagement, etc.), Viber analytics report if there is a download option (some partner interfaces allow extracting detailed statistics).

 

• Metric: Comparatively evaluate: % achievement of the goal for the number of followers, average engagement rate (ratio of replies to the number of messages sent), conversions (how many Viber conversations ended with a sale or scheduling a meeting – if you can track it). If you met or exceeded the goals – well done! Set new, more ambitious ones for the next period. If not – identify why and adjust the strategy.

The first 30 days are a learning period. There may be quiet days, there may be a surprising number of inquiries – it is important to be flexible. At the end of that period, you should have a clearer picture of how Viber communication flows and how to integrate it into the wider business picture. With this plan well executed, you will enter the next month with a regular rhythm and a growing audience eager to hear your next Viber message.

🔹 Most Common Business Communication Scenarios and Tips for Successfully Executing Them

Communication with customers brings various situations. Viber, as a channel, can cover a whole spectrum of scenarios – from the first contact of an interested potential client, through service notifications, to resolving complaints. Below we will go through some frequent scenarios of business communication on Viber and give practical tips on how to successfully execute each:

1. 1. Inquiry about a product/service – Scenario: A potential buyer messages you: “I’m interested in more details about [product/service]. How does it work and what is the price?”.
      How to proceed: This is a classic lead – someone is showing interest. Respond quickly and share the information in clear segments. Thank them for their interest, briefly explain the key benefits of the requested product/service, and state the price or how the price is formed. Offer to provide additional clarification or even suggest a step further (“If you wish, we can send you a brochure/short video demo.”). Ideally, use the Viber catalog if you have already entered that product – send it in the chat so the client sees the picture and description. Finally, ask a question to continue the conversation: “Does that sound like something that would suit you?” or “Do you have any other questions – I’m here to help 🙂”. It is important not just to “dump” information but also to call for the next step (purchase, trial, meeting…). This way you turn an ordinary inquiry into a sales opportunity.

 

1. 1. Ordering and arranging a deal – Scenario: The client wants to place an order or book a service via message: “I would like to order [item] in quantity 3 pcs, delivery to address…”. Or, “Can we schedule a consultation next week?”.
      How to proceed: Viber can effectively replace a phone call in these situations, but you must be organized. First, immediately confirm receipt of the order/request: “Great, we will check availability and organize everything right away. 👍”. Then repeat the details to confirm you understood correctly (“If I understood correctly, you need 3 pieces of product X, to address Y, payment upon delivery? Please confirm or correct if something is wrong.”). After confirmation, conclude with instructions: state the expected delivery time or next steps. In case of service booking, immediately suggest an exact time and confirm the location/online link. Professionalism is key: although the chat is informal, nothing must “fall out of protocol” – write down an internal note about the order and follow up on it. Also, use the option to send the client an order confirmation via Viber (it can be a picture of the invoice or simply a worded message with details and a thank you). D Express (a delivery service in Serbia) has successfully integrated Viber for such purposes – customers receive an automatic Viber message with delivery details and the option to reply to change the time. Such two-way communication empowers the customer and reduces misunderstandings.

 

1. 1. Complaint or dissatisfaction from a client – Scenario: The client complains via Viber: “We received a damaged product, what do we do now? We are very dissatisfied.”
      How to proceed: Such situations test your calmness and customer support skills. First, reply empathetically and apologize for the inconvenience: “We are sorry you experienced an inconvenience 😞. Let’s see how we can fix this.” Then politely ask for the necessary details (“Could you please send us a photo of the damage and the order number? We will immediately check what happened.”). It is important for the client to feel that you take them seriously and that you will take action. After you get the info, if you are able, offer a solution in the same communication: this can be product replacement, money back, a discount on the next purchase, or anything in line with your policy. E.g.: “Thank you for the photo. It is clear that the product is not in the condition it should be. We will immediately send a new one, and you do not need to return this one. Also, you will receive a 15% discount voucher from us for your next purchase as an apology. Does that sound okay to you?”. This shows initiative to solve the problem. If the solution requires a longer investigation, inform the client of the steps (“We will forward your case to the competent team who will contact you no later than tomorrow by 12 PM. Your case number is #12345.”). The essence is to react quickly and be transparent. Viber is excellent because a written record of the agreement remains – after the complaint is resolved, conclude positively: “We are glad we managed to solve this. Our apologies again and thank you for your patience. We are here if you need anything else. 👍”). A satisfied (or at least reassured) client will often even praise your handling, which can remain recorded in the chat.

 

1. 1. Post-Purchase Follow-up – Scenario: A customer has made a purchase or used your service. You want to contact them to improve the experience or initiate a new sales opportunity.
      How to proceed: A few days after product delivery or job completion, you can send a light message of thanks and satisfaction check. E.g.: “Hello [name], we hope you are enjoying the [product/service] you received from us. 🎁 We would like to check if everything went well and if you are satisfied? Your opinion is important to us – feel free to share your impressions. Thank you once again for your trust!” This message not only shows care but can lead to valuable feedback or a review. If the customer expresses satisfaction, you can subtly encourage them: “We are glad to hear that! If you have a minute, it would be great if you could leave a short comment on our Facebook page 😊 – it would mean a lot to us and other customers.” And if there are any complaints, that is an opportunity to resolve them under the radar before they escalate. This kind of follow-up via Viber looks very personal and many customers appreciate it more than a generic email survey.

 

1. 1. Reminder or Notification (Service Messages) – Scenario: You need to remind the client of a scheduled appointment, inform them that their subscription is expiring, or that the order is ready for pickup.
      How to proceed: Viber is ideal for short service notifications because you will almost certainly reach the person quickly. Be concise and direct, with a polite tone. E.g.: “Reminder: your appointment at [Company Name] is tomorrow at 2:00 PM. We look forward to your visit! 📅 If you need to reschedule, let us know by message.” Or: “Notification: Your device has been serviced and is ready for pickup. ⏰ Working hours today: until 6 PM. See you!” These messages are simple, do not require a reply (unless the client has a question), but are very useful – they reduce the number of missed appointments and keep the client informed. If you use the official Viber Business (the one with API integration), these messages can be automated from your CRM or scheduling system, which is great (A1 Serbia, for example, integrated Viber into its CRM to automatically send messages at key points of the user cycle). But manual sending for smaller businesses also works. Be careful to send such messages only to those who have given consent or expect such communication (if they are followers or have contacted you on Viber themselves, that is a good sign of consent).

 

1. Mass Promotion or Campaign – Scenario: You want to send a promotion (e.g., seasonal sale or event invitation) to all your Viber subscribers.
   How to proceed: This is one of those “sharp swords” – it can bring excellent results if executed correctly, but also cause unsubscribing if it is too pushy. So, when running a broadcast campaign, first put yourself in the user’s shoes: why would they be interested? Clearly state what they gain in the message. For example: “🔥 Summer sale has begun! 🔥 Only for our subscribers, a 20% discount on all products until the end of the week. Use code VIBER20 at checkout. Hurry, stocks are limited. 😎👉 [link ka sajtu]”. Such a message has emotional elements (fire and sunglasses emojis for atmosphere), exclusivity, a clear CTA with a code and link. Be prepared to answer any additional inquiries after sending (e.g., someone might ask “Does it also apply to artikal X?” – reply promptly). Also, track the results: how many people clicked on the link or used the code (you can track this through your web analitiku or the number of code uses). Based on this, you will assess the success of the campaign. Generally, do not broadcast too often – reserve it for truly valuable information or offers, so that people know that when they receive your message, it is something they benefit from.

These are just some typical scenarios. The key to success through all of them is customer orientation – listen to their needs and adapt the tone and solution.

The good news is that Viber allows two-way communication, unlike SMS or email where it is harder to immediately continue the conversation. Use this advantage: make your client feel in every situation that they have a direct line to someone in the company who is polite, informed, and ready to help. When customers feel such security, not only will problems be solved more easily, but their loyalty will also grow. And we know that a satisfied customer = the best advertisement.

🔹 Advanced Recommendations – Viber Communities, Stickers, Integrations with CRM and Other Channels

Once you master the basics and actively use the Viber Business Account, over time you will want to take the game to the next level. The Viber ecosystem offers several advanced options that can further enhance your communication and marketing. Below, we discuss Viber Communities, branded stickers, integrations with CRM and other channels, and how to effectively use them:

• • Viber Communities: Communities are like super-large group conversations on Viber, which can gather a huge number of members (up to 1 billion!). Unlike the 1-on-1 chat of your business account, the community allows you to have an audience in one place to whom you can post messages similar to on a social network. Example: The City of Athens launched an official Viber Community to inform citizens about city news. In a business context, you can launch a community for your loyal customers or brand fans. The advantage of a community over a classic business account is that users do not have to directly send a message to become members – they can find it and join, or you can post an invitation link. This is great for the top of the funnel – e.g., people who are not yet customers can join the community to follow news and discussions, and only then possibly establish 1-on-1 contact. Also, communities support additional fun features: polls, quizzes, sharing files with a larger group, and even superadmin and subadmin levels if you have a team of moderators. Tip: if you launch a community, have a clear plan of what you will post there – exclusive news, useful tips, the option for members to ask questions publicly (which you as the admin can answer for everyone – saves time because one answer is seen by all). Moderate the community carefully – set rules, remove spam or inappropriate comments. Note: Your business account can be connected to the community, which means users can easily switch from the community to a private chat with you if they need to, and vice versa. This creates a complete communication ecosystem around your brand on Viber.

 

• • Branded Viber Stickers: Who hasn’t sent or received at least one funny Viber sticker? These cute visual communication markers can also be a powerful marketing tool. Viber allows brands to create their own sticker packs – often featuring the brand’s mascot, logo, or recognizable slogans. Users can download these stickers for free and send them to friends, which gives your brand **viral visibility**. Imagine, for example, that you are a fast-food chain and create a set of witty stickers with a burger character that says “Yummy!” or something similar – every time someone sends that sticker, your logo is there, spreading brand awareness subconsciously. Furthermore, Viber often sets the condition that a user who downloads a sticker pack automatically becomes a subscriber to your business account or community. This means that stickers can also serve as “bait” for acquiring an audience. Companies in Serbia and the region have used branded stickers very successfully – the number of impressions of such campaigns is measured in hundreds of millions. Of course, creating quality stickers requires design and an agreement with Viber (this is often part of a paid advertising package), but the benefits are long-term. If your budget doesn’t allow for your own pack, you can also informally use existing stickers in communication with users in a creative way. E.g., when a user expresses satisfaction, you reply with a “Thank you” Viber sticker with a smile – this gives a human touch to your brand. Moderate and meaningful use of stickers in conversation can lighten the communication and leave a pleasant impression that a real person with a sense of humor is behind the account. Conclusion: consider stickers either as a serious marketing campaign (advanced option) or at least as a spice in everyday communication.

 

• • Integration with CRM and Automation: As the volume of communication expands, manually replying to and tracking every contact can become a challenge. This is where integrations come in – connecting the Viber Business Account with your CRM (Customer Relationship Management) system or marketing automation tools. What does this mean in practice? Let’s say you have a user database with their contact details and purchase status. With integration, you can send individualized Viber messages directly from the CRM to specific segments (e.g., send a message about additional equipment for product X to everyone who bought product X). For example, A1 Serbia integrated Viber into its Salesforce Marketing Cloud and included Viber messages in key points of the user lifecycle. The result – a **72% open rate** and reach to users they previously failed to engage through other channels. Integration can go even further: automated transactional messages – e.g., when someone places an order on your site, your system automatically triggers a Viber message with an order confirmation. When the status changes (shipped, delivered), a Viber notification arrives. This significantly improves the user experience and saves you time. Technically, such integrations are usually done through the Viber Business API in collaboration with official providers (Infobip, HubSpot, Twilio, etc. – there is a list of partners by regions). Small businesses may not have the resources for full integration, but they can use indirect tools: there are platforms that offer a multichannel inbox – all messages from Viber, WhatsApp, Instagram arrive on one control panel. This makes it easier for the support team to monitor and reply (one operator can reply to multiple channels on a computer). Consider these options when the volume of messages exceeds what one person can handle on a phone. CRM integration also means that the communication history will be tied to the customer’s profile – every salesperson or agent can later see what was said on Viber, which prevents repeating questions and speeds up service.

 

• • Multichannel Strategy and Viber in the Mix: Viber should not be isolated. As modern marketing experts, we aim for an omni-channel approach – so the user has a consistent experience across all channels. This means that messages on Viber should be aligned with messages on email, web, SMS, and social media. For example, you can use SMS fallback for Viber – if a user does not have Viber (or it is unavailable), the message automatically arrives as an SMS. This is an option with official Viber Business messages and ensures that no client is deprived of information. Also, use the advantages of each channel: for detailed explanations, direct people to email or the website (as we mentioned), for public discussion and branding, social media is there, but for action at the moment – Viber is king. Synergy example: you launch a new service – post a teaser on Instagram, send details via email newsletter, and send a direct call to try it with a personalized code to Viber subscribers. This way you cover the wider public and the most valuable contacts. Viber also has classic in-app advertising (banners, promotional messages) which can further support your campaign if you have the budget, but that is already the domain of paid marketing. For an organic strategy, it is enough to align the tone and messages with other channels and use Viber for what it is best at: conversation.

 

• Chatbots and Automated Inquiries: As the icing on the cake of advanced options, there are Viber Chatbots. These are actually accounts (usually part of a verified account) that automatically communicate with users according to a predefined scenario or use artificial intelligence to understand questions. If your business receives many repetitive questions, a chatbot can relieve the team by providing instant answers 24/7. For example, a bank can have a Viber bot where the user can type “Balance” and get the account balance (after verification, of course), or a travel agency bot that sends offers when the user selects a destination from the menu. For smaller businesses, creating your own chatbot can be complex, but there are increasingly accessible platforms that offer a “bot-builder” without the need for coding. Even a simple bot that offers a menu of options (“1- View Catalog, 2- Contact Operator, 3- FAQ”) can improve the experience, as the user gets information faster. If you go this route, always allow an easy transition to a human agent when the chatbot can no longer help – that is the best of both worlds.

The introduction of these advanced elements depends on your business strategy and resources. You don’t have to do everything at once – assess what you need most. If you have a community-driven brand with loyal fans, the Viber Community is a logical step. If you have a strong visual brand component, stickers can bring a huge leap in recognition. If you manage a large client base and the volume of communication is growing, CRM integration and automation are almost mandatory for scaling without losing quality.

What is exciting is that the Viber for Business platform is constantly evolving and adding new features. For example, they recently introduced Viber Pay (a payment system through the app) in some countries, and who knows, maybe soon here too – which would potentially mean that customers could complete the entire purchase within the chat! Such payment integrations could make Viber an even stronger e-commerce channel. Keep up with the news that Viber publishes for business users (follow their official blogs, news, and of course – monitor the competition to see what they are doing on Viber).

To conclude this section, the message is: research and experiment with advanced options when you feel ready. Each of these tools – communities, stickers, CRM integration, chatbot – can give you an advantage on the market and set you apart from competitors who may still communicate slower and less personally. The Viber Business Account can be much more than “just another inbox” – it can become the central hub of your digital communication with customers.

🔹 Conclusion

It’s time for a recap. The Viber Business Account offers you a unique opportunity to enhance communication with clients in a way that is both personal and scalable.

In this guide, we’ve covered a long road – from the basics of what a Viber Business Account is, through concrete steps on how to open and set it up, all the way to strategic advice on content, communication, and advanced features. The key benefits that stand out are:

• • Direct Channel to Customers: You no longer wait for someone to visit your website or read an email – your message appears right on their phone screen, where they spend time every day. With almost instant message readability and a huge user base in the region, Viber gives you the power to reach the audience quickly.

 

• • Two-Way Communication and Better Service: The Viber Business Account turns every interaction into a conversation. Customers can easily ask a question, request help, or give feedback – and you can respond in real-time. This builds trust and meets the modern customer expectation for fast and convenient support. A satisfied customer feels heard and valued, which leads to loyalty and referrals.

 

• • Greater Sales Efficiency: Through smart use of the Viber account, you can increase sales – whether it’s more closed orders (because you immediately replied to the inquiry and cleared the customer’s doubts), or cross-sell/upsell opportunities (personally suggest an additional product that goes with theirs, in the same Viber conversation). Promotional campaigns via Viber can achieve great results thanks to the personal approach and rich formats (pictures, links, catalog).

 

• • Professionalism and Branding: Through a business account with a well-maintained profile and verification, you leave an impression of seriousness. Customers see the blue badge (if you have one) and know they are talking to the official company account. The logo, description, catalog – a complete brand image. All of this contributes to standing out in the sea of ordinary users. When a message arrives from an account with your company name instead of an unknown number, and also with a profile picture, it is immediately recognized who is sending it – and that branding in every notification is invaluable.

 

• Innovation and the Future: By adopting Viber for business communication, you show that your business is ready to follow customer habits and new technologies. That is a competitive advantage that is not directly seen in numbers, but affects the perception of your brand.

Finally, perhaps the most important advice: be persistent and dedicated. Like any channel, the Viber Business Account requires time to build an audience and find the right communication style. If you have thoroughly followed the steps in this guide, you are on the right track. Learn from your customers’ reactions, adapt, and don’t be afraid to try new ideas.

We invite you to apply what you have learned today. Open your Viber Business Account (if you haven’t already) and start communicating with a few of your clients through it. You will feel the difference – and they will feel it too. Allow Viber to help you create a closer relationship with customers and achieve more sales in a relaxed, more “human” way.

For additional inspiration and an example of what an active business Viber account looks like, stop by our place: Skenderovic Consultants also has its Viber Business Account ready to connect with you! 😊 Simply search for Skenderovic Consultants on Viber and join us. There we regularly share useful digital business tips, exclusive offers, and of course – we are at your disposal for all questions regarding the improvement of your business.

Step into the Viber world of business communication – your clients are already there, waiting for you to address them with the right message at the right time. We wish you much success in conquering new market heights with the help of the purple Viber icon! Good luck and talk to you on Viber! 👋

🧭 Your business can create well-being – if you allow it to think more freely

In a world that is fragile, chaotic, and full of uncertainty, we see hidden potential. We help your business become a place of stability, innovation, and growth.

Many businesses and institutions today are stagnating in the face of rapid change, feeling changes catch up to them, and opportunities slip away.

That’s why we’re here. To be a beacon in the chaos and to collectively discover the purpose that makes your business unstoppable.

🔥 Nebojša @ Skenderovic Consultants
Business design digital agency

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