Now, not only can customers receive messages from brands, but start chats as well.Įspecially in customer service, where inbound communications rules, forcing consumers to reach out via voice calls or email is increasingly seen as unacceptable.
While marketing and notification messages remain relevant for every customer journey stage, Viber has taken remarkable strides towards Chat Commerce by introducing Conversational Messaging, also known as Sessions. But as we know, the marketplace has evolved towards two-way, dialogue-based conversations, prompting Viber to switch from a primarily one-way, broadcast-like messaging channel to a conversational one. Initially, the chat app was positioned as an SMS replacement for marketing and notification-based messaging. Viber is one of the pioneers in business messaging, and it has been hugely successful since its inception.
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