Viber Business Calls: Complete Guide for Businesses

Viber is a messaging application with over 1 billion users across the globe.

It has a significant user base across Eastern Europe, the Middle East, and Southeast Asia.

Rakuten Viber launched a new feature called Viber Business Calls in January 2024.

The feature enables businesses to communicate better with their customers.

This guide covers everything you need to know about Viber Business Calls and how Viber can help your business communicate better with your customers.

What Are Viber Business Calls?

Viber Business Calls enables Viber users to call businesses directly through the Viber app.

The calls are free for users but incur a per-minute cost for businesses.

This service aligns with Viber’s vision of becoming a super app that includes a range of services like messaging, chatbots, advertisements, and voice calls.

The key points are as follows:

• Free calls: Viber users will not incur any charges, anywhere in the world, including international calls.
• Business-funded calls: Businesses will incur a flat rate per minute.
• In-app calls: Viber Business Calls will allow users to make calls within the Viber app.
• Special business numbers: Businesses will have a Viber voice number with 3-10 digits instead of a regular phone number.

How Viber Business Calls Work

Understanding the Viber Business Calls mechanism will allow businesses to determine if it is the right medium for their support services.

From the Customer’s Point of View

There are various ways for the customer to initiate the call to the business.

Some of the ways are as follows:

• Business Profile
• Within the Chat
• Call Links
• Business Directory

All of these are initiated within the Viber app.

Customers are able to see the business’s profile, including the business’s name and logo, before the call is initiated.

This call is initiated directly to the call center of the business.

From the Business’s Point of View

There are four steps for businesses to set up the Viber Business Call.

They are as follows:

• Add the Business Call button to the business’s profile within the Viber Business Account.
• Choose a Viber Number, or use the call center’s existing phone number.
• Connect the VoIP solution with the Viber setup.
• Customers are able to call the call center from anywhere, without the need for the call to be made within the Viber app, nor will the call cost the customer any additional money.

Key Benefits for Businesses

Viber Business Calls solves many issues that businesses face with traditional voice calls.

Remove Cost Worries from Customers

Customers have many worries when they want to call a business.

They often wonder whether they will incur additional costs.

With Viber Business Calls, you no longer have to worry about additional costs.

They can call you from anywhere in the world without any additional charges.

This will particularly benefit travelers, expats, or countries where international calls are very costly.

Global Reach Without Local Numbers

For businesses that want to provide toll-free support across many countries, they need local numbers.

With Viber Business Calls, you no longer have to worry about local numbers.

One Viber voice number will allow you to reach anyone anywhere in the world.

This will make things much simpler for you.

It will also make things simpler for you as you will not have to deal with many local numbers.

Seamless Chat-to-Call Transitions

The customer journey may involve many stages.

They may want to use a chatbot first, then a human agent, and finally a voice call.

With Viber Business Calls, you no longer have to worry about this as you will have a seamless chat-to-call experience.

The customer will no longer have to switch between chats and calls as they will have a one-tap option to make a call.

Increase Customer Satisfaction

According to research, 91% of consumers like brands that offer either call or message options.

With Viber Business Calls, you will increase customer satisfaction as you will offer both options.

In addition, with voice calls, you will be able to solve many issues that would have required many messages.

This will make things simpler as you will have solved many issues with only one call.

Common Use Cases

Viber Business Calls enables various industries in addressing different customer support issues, such as:

• Customer support and queries: Address customers' queries and issues related to products by making direct voice calls.
• Order tracking and delivery: Help retailers and delivery services notify customers about their orders and make changes as required.
• Post-sales support: Assist customers in handling warranty issues and setting up their products.
• Banking and financial support: Assist customers with their accounts and other financial issues while they are abroad.
• Travel and hospitality: Help customers with their travel-related issues and bookings while they are away.
• Healthcare and pharmacy: Assist customers with their medication and other healthcare issues.

How to Set Up Viber Business Calls

In order to use the Viber Business Calls feature, you must be associated with an official Viber partner.

The following is an outline for the basic setup process:

• Viber Business Account: You will require an existing Viber Business Account or will need to create one with the help of a messaging partner.
• Viber Voice Number: You will be required to obtain a dedicated Viber Voice Number, which is a unique ID consisting of 3 to 10 digits.
• VoIP Integration: Your existing call center will be integrated with the Viber Business Calls feature using the VoIP/SIP integration method.
• Documentation: The warranty letters and qualification forms will be required to be filled out.
• Activation: Once the approval process is complete, the call button will be enabled on the business’s Viber Business profile.

Note: The Viber Business Calls feature currently supports only incoming calls.

Customers are able to call businesses, but the business cannot call the customer using the Viber Business Calls feature.

Viber Business Calls vs. Viber Business Messages

Knowing when to use voice or messaging will help you plan a good multi-touch communication strategy.

When to use voice: For complicated problems that require explanation, for sensitive problems where a personal touch is required, for urgent problems where quick help is required, and for sales pitches where building rapport is necessary.

When to use messaging: For simple queries, for sharing documents or images, for communicating across time zones, and for conveying information that can be referenced later.

The best way to use both voice and messaging is to give the customer a choice between both and to allow them to easily switch between both.

Get Started with Viber for Business

Regardless of whether you are ready to move into voice calls or want to start with messaging, you have strong capabilities at your fingertips.

Dexatel offers Viber Business Messages, allowing you to reach customers through rich media, interactive buttons, and personalized messages.

This solution includes promotional and transactional messages, as well as SMS fallback, and pay-per-message pricing, enabling you to easily start talking to customers on Viber.

Want voice as well as messaging?

Check the Viber partners list, specifically who supports Viber Business Calls.