In today’s hyper active business environment, instant messaging has become the key to running a business successfully. Among the many messaging platforms, Viber is emerging as a top choice for instant replies, seamless customer interactions, and personalised messages. Now the problem lies in the fact that despite using the widely popular messaging app like Viber, businesses still lose leads. This is because they do not manage Viber Business Messages in Salesforce.
When conversations are managed outside of a CRM businesses lose leads, profits, and are unable to close any deals. Realising this chaos, businesses felt the need to integrate Viber messaging with salesforce. This Viber CRM integration helped businesses automate their internal and external workflows.
It provides the businesses with real-time data while maintaining complete visibility into the customer interactions. This integration allows the businesses to enhance productivity, improve customer satisfaction, and drive better conversion outcomes.
Why Does Viber Messaging Matter in the Modern Business Scenario?
The business scenarios have changed significantly in the past few years and customers now expect faster replies, personalised messages and on the spot recommendations. To keep up with this instant messaging scenario, companies use Viber business messaging. This helps them give prompt responses to the customers and interact with them on a personal level.
Further, businesses also run promotional offers and marketing campaigns on the Viber messaging application along with sharing all the important business updates on the application. Therefore, to keep the customers updated with all the business information and maintain follow-ups, this instant messaging trend with Viber becomes a necessity for the businesses.
Why are Businesses Integrating Viber Business Messages in Salesforce?
When customer conversations are being managed outside of your salesforce CRM it not only becomes difficult to keep track of these conversations but the conversations get buried or get lost due to long mail threads, or irrelevant conversation threads. This further leads to missed or no follow-up and a missed business opportunity.
To prevent this chaos and maintain consistency in the communication businesses are rapidly integrating Viber messages within the salesforce CRM. They automate every follow-up and routine conversation and with every conversation being recorded directly into the CRM, each team, agent, and leadership is aware of the context and the status of the customer queries.
This transparency aids the businesses to be consistent with their Viber messages and reach out to the right customers at the right time, without any disruptions or failures.
Unified and Transparent Conversations
When businesses are receiving all their Viber messages – be it enquiry, query, follow-up, or a general ask, right into their CRM, they are able to view every single chat clearly in detail in a single place. The customer chat history is open and visible to all levels in the organisation, creating transparency in the system. This helps the agents be aware of each chat context, and the transition process becomes smooth.
Generative AI Assistant
The businesses leverage AI to improve their standing in the competition, but most businesses still do not use it to the full potential. With the Viber CRM messaging the businesses get access to an advanced and intelligent AI model designed specially to meet the business needs. This smart AI bot analyses each customer conversation in detail and drafts the best possible reply that feels personalised and human. This human-like AI feature aids businesses in automating the routine tasks and handling chats with ease.
Automated Follow-Ups and Reminders
Most companies struggle with follow-ups on Viber messaging application. The Viber salesforce CRM solution, Communicat-O solves this issue. Without switching tabs or screens, businesses can easily set reminders, schedule messages, or set timer to send follow-up messages.
Further, businesses can also set payment collection, due, or completed notification reminders. The CRM will automatically update the status and send notifications and follow-up messages to the clients in time. This reduces the risk of delayed and missed follow-ups, leading to better conversion rates.
Real-Time Analytics Dashboard
By integrating Viber within Salesforce, the businesses get a competitive edge with the real-time analytics dashboards. These are automatically prepared dashboards with the AI predictive insights, which are based on real-time customer interactions.
This especially helps the sales and marketing teams to identify the growth and opportunity areas, and reach out accordingly. Marketing teams can identify the best performing campaigns and design strategies that scale businesses and are targeted to the right audience with the right messaging.
Easy Bulk Messaging
The omnichannel messaging in salesforce CRM gives the businesses a golden chance to send bulk messages with auto created messaging lists. The teams do not spend endless hours creating broadcast lists, and can easily craft personalised messages with the AI help.
These messages are carefully created by AI with the available customer information, and are therefore tailored for your customer base. With bulk messaging, these companies are also able to reach a wider audience in a single click without wasting man hours.
How are Different Business Teams Using the Salesforce Viber Integration?
The Viber CRM integration has several use cases across different teams. Each team maintains transparent workflows and is using this salesforce CRM integration as per their own requirements and specific needs.
Sales Teams
Sales teams use Salesforce Viber integration to engage leads instantly, follow up on inquiries, and share updates. Messaging helps maintain continuous communication throughout the sales cycle, from first contact to deal closure.
Automated reminders and follow-ups ensure that no opportunity is missed, while personalized messages improve engagement and trust.
Marketing Campaigns
Marketing teams can leverage Viber for targeted campaigns, promotions, and announcements. Salesforce data allows segmentation based on customer behavior, preferences, or demographics.
Campaign performance can be tracked within Salesforce, providing insights into delivery rates, engagement, and responses. This helps optimize messaging strategies and improve marketing ROI.
Customer Support and Service
Support teams can manage inbound queries, send status updates, and resolve issues efficiently using Viber. Integration with Salesforce Service Cloud ensures that every conversation is logged, tracked, and linked to a support case.
This structured approach improves response consistency, reduces resolution time, and enhances overall customer satisfaction.
Conclusion
It is safe to say that when businesses receive and send Viber Business Messages in Salesforce, they open doors to better business opportunities and adopt a smarter business strategy to beat the competition. This helps businesses scale faster while maintaining accuracy, consistency, and transparency in the internal and external workflows.
Unified inbox makes communication effortless and smooth, AI analysis helps businesses with smarter and personalized responses, bulk messaging enables a wider audience reach, and real-time analysis helps in creating business strategies that matter. So in totality, viber salesforce integration is not just a smart business tactic, but a game changing technology for continuous scalability and growth.
FAQs
What is Salesforce Viber integration?
Salesforce Viber integration connects Viber Business Messages directly with Salesforce CRM, allowing businesses to manage conversations, leads, and customer interactions from a single platform. All chats are stored, tracked, and accessible within Salesforce for better visibility and follow-ups.
Why should businesses manage Viber messages inside Salesforce?
Managing Viber messages within Salesforce prevents conversations from getting lost or overlooked. It ensures timely follow-ups, consistent communication, and complete context for every customer interaction, helping businesses close deals faster and improve customer experience.
How does Salesforce Viber integration improve lead conversion?
The integration enables instant responses, automated follow-ups, and personalized messaging. With all conversations linked to lead and customer records, sales teams can engage prospects at the right time with relevant information, increasing conversion rates.
Can businesses track Viber message performance in Salesforce?
Salesforce provides real-time analytics and dashboards that track message delivery, engagement, responses, and campaign performance. These insights help teams refine communication strategies and improve results.
Is customer data secure with Salesforce Viber integration?
Yes, all conversations and customer data are stored securely within Salesforce. Access controls, data tracking, and compliance features ensure information remains protected and traceable.
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