LiveAgent integrates with tons of third party applications (40+) such as Weebly, Squarespace, or Nicereply. The newest app to join the integration list in the next LiveAgent update is Viber, a cross-platform voice over IP and instant messaging software. Increasing customer satisfaction with Viber customer service has never been easier.
We’ve compiled a list of the integration’s core features, to give you an idea how using Viber for customer service can improve your team’s productivity and increase customer satisfaction. LiveAgent’sViber help desk software integration will be capable of:
Receiving Viber text messagesinto your LiveAgent dashboard. There’s no need to monitor your smartphones or desktop apps to see whether you’ve received a message. All your Viber messages will be compiled into your single LiveAgent inbox.
Responding to Viber text messages through the LiveAgent dashboard. As mentioned above, there’s no need to have any other devices on hand. Answer your customer’s inquiry via your LiveAgent dashboard, and they will receive the response on their Viber app. It’s that simple!
Broadcasting Viber text messagesfrom your LiveAgent dashboard allows you to send a message to multiple Viber users at the same time. However, if you want to send a broadcast to your users, they have to be subscribed to your account first by either pressing the subscribe button or sending you a message first. The maximum amount of users you can broadcast a message to is 300. Let’s say you run an e-commerce business, and would like to wish all your subscribers happy holidays, and send them a holiday discount code. No problem! Just send a Viber broadcast and they’ll receive the message and discount code right in their Viber app.
Archiving your Viber communication into tickets. Thanks to LiveAgent you can easily archive your Viber communication, text or call into a ticket. Furthermore, easily categorize and search your Viber texts and calls for specific customer inquiries. LiveAgent will display all additional information pertaining to that customer thanks to our built-in CRM. You can easily view past tickets, conversations, reviews, comments and more. In addition, you can add notes, and view data from integrated plugins such as MailChimp.
The above mentioned Viber core features can greatly benefit your business, no matter the size of your company or the industry you’re in. Whether you’re a customer success manager, a support specialist or a CEO hoping to better your brand through smart software, you’ll find value in a Viber integrated customer service software. Here are some questions you may ask yourself that we have the answer to:
Are you unhappy with the way customer tickets are managed in your company? Is the communication between your customer support specialists and customers not transparent? Do you often lose or misplace tickets that result in unresolved issues and angry customers? Not with LiveAgent! You’ll get automatically notified about new Viber messages in your LiveAgent dashboard, which is easily accessible by your whole team. It saves you time and money, as it eliminates the number of devices and tools needed. In addition, it is historically safe and GDPR compliant.
Does it take too long to answer your customer’s queries? Is customer service becoming stressful, less personalized, and reflecting poorly on your business? With LiveAgent you can pleasantly surprise your customers with quick, personalized responses via Viber or any other integrated app. If you wish, you can even set up automatic responses to recurring inquiries.
Do you struggle with gaining insight into how well your company is doing in terms of customer service? 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. By gaining these insights, you will be able to see areas of improvement within your customer support and thus improve customer satisfaction.
Are you afraid of long and complicated implementations? LiveAgent does all the heavy lifting, and can easily import your Viber tickets along with everything else into your universal inbox. Implementation is super quick — less than two minutes and you’re on your way.
Once the Viber integration is live in our next update, you can activate it by following these steps:
Login to your LiveAgent account
Go into your configuration settings
Go into plugins
Activate the plugin by clicking the slider, so that it turns green
Focusing on What’s Important
All good salesmen know that keeping a customer is easier (and cheaper!) than acquiring a new one. So why not improve your customer support and prevent churn with the right customer service software? The right software should be flexible enough to meet your business needs and have useful features to improve your customer service. That’s where LiveAgent comes in. Almost no other help desk solution offers more than 175+ useful features at such a low price. In addition, LiveAgent is one of the only help desk software which is integrated with Viber. Let’s compare LiveAgent with the competition. You’ll see for yourself.
Reinventing B2C Communication
LiveAgent is a European based, customer-focused company helping businesses grow since 2004. The main motivation of the company is to create the best customer service software. Try LiveAgent today. We provide a free 14-day trial, with no credit card input required. If you fall in love, all you have to do is choose a paid plan at the end of your trial. From then on, you pay as you go. No contracts.
Thousands of companies have switched to LiveAgent, are you next?
“I have used many other help desk system before such as LiveZilla, Zopim, Zendesk, Freshdesk, Desk.com, and etc. LiveAgent has beaten them in every way due to its pricing, features, customer support, and mobile features.” – Harrison, GetApp
“We moved to LiveAgent from ZenDesk… and wouldn’t go back…” -Aaron,G2C
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