Viber

Viber is a cross-platform calling and messaging app available on Android, iOS, Microsoft Windows, macOS, and Linux that offers instant messaging, calling, video calling, and broadcasting messages.

Why is Viber customer support important?

Modern-day support interactions come with high customer expectations. Seamless support experiences and the possibility to communicate with businesses across multiple platforms, including social media and text messaging apps like Viber, is an absolute necessity.

Why?

For many customers, it’s simply easier to reach out via text in comparison to Googling the business’ contact information or accessing their website in hopes of finding a live chat button or a contact form. With customer expectations and needs growing, businesses need to be ready to accommodate them each time.

How does it work?

Providing prompt, personalized, and knowledgeable customer service on Viber is easy with the right help desk tools, such as LiveAgent.

Integrating Viber into our help desk ticketing solution ensures you get notified every time you receive a new Viber message. Each message is automatically converted into a ticket that will appear in LiveAgent’s Universal inbox.

Having such convenient, yet powerful technology in your arsenal frees you from constant device monitoring, and ensures all messages are neatly organized and accessible by all your customer support agents.

What can you do with the Viber integration?

LiveAgent’s new Viber integration opens the door to many possibilities. Let’s look at some of its capabilities:

• Converting Viber messages into tickets: You can receive Viber text messages and automatically convert them into LiveAgent tickets without needing to constantly monitor your smartphone or desktop app.
• Unified interface: You are able to respond to Viber messages through the LiveAgent dashboard. All the customer inquiries will be available in your LiveAgent dashboard, and they will receive the response on their Viber app. It’s that simple!
• Improved organization: This integration allows you to archive and organize all the previous Viber tickets. Thanks to LiveAgent, you can easily access past conversations and assign tags instead of having to search through your phone.

What does it look like/how does it work in practice?

If you’re wondering whether your customers will be able to tell that you’re using an external tool to answer their Viber messages, the answer is no. Check out how it works in this detailed video tutorial.

How to integrate Viber with LiveAgent

Integrating Viber into LiveAgent is a simple way to let your customers reach you via Viber. The only thing you need is to set up a Viber account on your phone and then create a Viber Bot account. We are going to show you how to do that step by step.

Note: It’s required to create a Viber Bot account because regular Viber accounts with linked phone numbers cannot be integrated.

Viber Bot account creation

Due to some changes in Viber’s commercial model, as of 5.2.2024 Viber bots can no longer be created by users but have to be created by Viber partners or Viber directly. Users that have created bots before the mentioned date will still be able to access their Viber partners panel and integrate their existing bots, but cannot create new legacy bots. You can check this article for more information.

You can also take a look at our detailed knowledge base guide on Viber account integration with LiveAgent, where we provide many helpful resources.

After creating a new bot, Viber support or Viber partner should provide a token that is required for integration. This token should be visible in your Bot account settings.

Integrating your Viber Bot account with LiveAgent

• Go to your LiveAgent panel → navigate to Configuration → Viber → Viber accounts → click on the “Connect” button.

• In the Connect Viber account window insert the token of your Viber Bot account into the “Token” field.
• Select the department to which your Viber messages should be fetched → click “Connect“.

• Place a QR code on your website to allow your customers to contact you through Viber. Your customers need to add your contact and scan the QR code in their Viber account.

Note: If you don’t want to use the QR code, you can also place a link or a button on your website that customers can click on, and send a message on your Viber Bot from their Viber app.

• And that’s it! Your Viber account is now connected.

Note: In order to allow your customers to contact you via Viber, place the QR code of your Viber Active Bot account on your website. It is not possible for them to contact you through a regular Viber account. Only the messages sent through the Bot will be fetched to LiveAgent.

Need more help?

If you need more detailed information, you can check out our detailed guide on Viber account integration with LiveAgent, where we also provide many helpful resources.

Why is this integration so valuable?

Let’s take a look at some of the benefits LiveAgent and Viber integration can bring to your business.

• Improved customer experience: With the Viber integration, your agents will spend less time monitoring devices, allowing them to focus more on providing excellent customer service.
• Streamlined operations: You will be able to provide faster customer support thanks to advanced tools like canned messages.
• Personalized customer service: You can use LiveAgent’s CRM when answering Viber messages. By having CRM data readily available in the right ticket panel, you can provide more personalized responses and deliver exceptional service to your customers.
• Valuable data analysis: Providing real-time data insights can help improve your customer support and satisfaction. For example, if you want to know how many Viber queries have been solved at first contact in the past month, simply generate a report. With LiveAgent’s reporting feature, you can easily segment your data by performance over time, by agent, department, or channel.
• Increased security: Answering Viber messages through LiveAgent is more secure because all your Viber tickets are stored in a shared Universal inbox that every support agent can access. This means that you don’t have to worry about:
  • Sharing your Viber login credentials with multiple employees
  • Staying logged in on public devices
  • Losing devices that are logged into your Viber account
• Competitive advantage: LiveAgent is one of the few helpdesk software that offers Viber integration. This way, you can stand out from the crowd and build customer rapport.

Ready to try our integration?

Let us take care of the logistics so you can focus on providing smooth and reliable support for all of your customers. Start your free 30-day trial today. No credit card is required.