Viber as Business Channel Solution

Viber is a free messaging and voice calling application used by over one billion people worldwide. Thanks to the mobile interface, Viber allows customers from more than 180 countries to communicate with each other and with companies free of charge directly from their mobile phone.

Thanks to Daktela, you can now use another communication channel with your customers, bringing them even closer to you.


* For the link to work properly, you need to have the Viber application installed on your device.

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BASIC FEATURES

Real-time Customer communication

Viber Business allows you to set a status that lets users communicate with you only when you are available. This allows your Customers to contact you in real-time whenever it suits you. In addition, your conversations can be stored and recorded within the Daktela customer contact card for later review.

High level of security

Viber offers a very high level of security and encryption of communication thanks to end-to-end SSL encryption.

Closer to customers

Viber is one of the most downloaded applications on the Android and iOS platforms. It is popular among customers, because it allows them to use an Internet connection to communicate with others. By doing so, it removes the need to pay anything for making individual calls or sending messages worldwide.

Attachment and image support

The Daktela Viber application supports sending attachments and images both ways. Your customer can take a photo (e.g. goods or packages) on their mobile phone and send it to you by clicking on Viber.

Handling multiple Viber conversations

Daktela Viber also allows you to handle multiple sessions at the same time. You can set maximum concurrent chats for each agent based on their abilities. You can even make or receive calls while doing other work on Viber if configured to do so.

Notification announcements and reads

As part of the Daktela Viber application, your agents can communicate with your customers directly from within our solution. They can send attachments such as photographs, videos and documents within the messages. They will also know when messages were delivered and read and know who is expecting a response from them.


ADVANCED FUNCTIONALITIES



Reports and statistics of Viber chats

Daktela provides a variety of reports relating to the use of Viber. All activities can be calculated and displayed in real time if necessary. Tools such as real-time panels or Wallboards allow you to design the view that you want from pre-prepared widgets. The basic reports that Daktela offers include, as standard, the number of Viber chats in individual queues, chat lengths or individual agent performance, etc.



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Integration with helpdesk system and CRM

As Viber is integrated with our CRM system and helpdesk, the agent can view the complete customer communication history across all channels at the beginning of (or during) any chat. The agent can assignViber chats to any existing helpdesk tickets or create new ones. A Viber chat transcript is then added to the customer’s communication history at the end of the chat.



Outgoing message and notification support

Using Viber to send outgoing messages and notifications. The customer can easily find out the current status of an order, delivery information or any other important information.



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